Ordering Information

Same-day shipping exceptions: Our Black Friday sale is under way! Our usual same-day shipping guarantee will not apply during the sale, but we will still do our best to ship all orders as soon as they come in. We will be closed on Thursday, November 27. Happy Thanksgiving!

On this page:

Ordering online

We accept Visa, Mastercard, Discover, and American Express for online orders made through our secure checkout. This is the fastest and easiest way to place your Pololu order, and most of our customers choose to order this way. For maximum security, your credit card number is encrypted with high-grade 256-bit encryption while it is sent over the internet directly to our credit card processor. Your credit card number is never stored on our servers, and it is not visible to us in any way.

You may also choose to pay with PayPal, which is a site used by thousands of online stores to allow you to make secure purchases over the web using a credit card or even your checking account. If you select PayPal, you will be directed to PayPal at the end of the checkout process, where you can enter your payment information or pay with existing funds in your PayPal account. Please see the PayPal help center if you have more questions about how PayPal works.

Backorders

If an item in your cart is out of stock, you will be notified that the item is on backorder before you begin the checkout process. We ship backordered items as soon as possible; if you are concerned about how long it will take for a backordered item to become available, please contact us.

You have two options for how to handle the shipment of your backorders:

  • Two shipments: All available items will ship now; all backordered items will ship later.
  • One shipment: Your order will be held until all items are available.

Payment methods:

  • PayPal: We will charge you for the entire order at the final step of the checkout process.
  • Credit cards: At the final step of the checkout process, we will charge your card for the first shipment (including shipping and tax), and we will charge the remaining amount when the rest of your order is ready to be processed. If your order is shipping in one shipment, we will verify your credit card by requesting a pre-authorization for the entire amount of the order. This pre-authorization might appear as a charge on your statement, but we will not actually charge your card until the entire order is ready to be processed.

We do not take phone orders

We do not accept orders by phone. If you have a requirement that is not handled by our web site, such as ordering customized products or checking on or canceling backordered items, please contact us to make special arrangements. Please note that our web site will provide you with all of your shipping options after you enter your shipping address; you can also use the web site to place local pick-up (will-call) orders, though you should call us to verify your order is ready for pick-up.

Local pick-up (will-call)

For local customers, as long as your shipping address is in Clark County, Nevada, you will see a customer pick-up option in your shipping options. If you happen to be in town and would like to pick up your order, please use our address as your shipping address (be sure to still include the correct billing address associated with your credit card to avoid delays in your order; also, note that you will save on shipping costs but will have to pay Nevada sales tax). You must call to verify your order is ready for pick up. You must place your order online by 2PM Pacific time to pick up the same day. We are generally open from 9:00 AM – 5:00 PM for pick-ups.

Same-day shipping

Orders received by 5 PM Eastern (2 PM Pacific) on a business day will be shipped the same day; orders received after that time will be shipped the next business day. We will send you a shipment confirmation email with your package tracking number (if available) after we ship your order.

The shipping cost depends on the shipping method chosen and the weight and destination of your order. Your shipping options will be presented to you in step 2 of checkout (after you provide your shipping address and before you provide any payment information).

Shipping within the United States

We offer shipping via USPS and FedEx. For high-valued orders, we highly recommend shipping via FedEx or USPS Express Mail so that your packages are trackable and insured.

United States Postal Service

  • USPS First-Class Mail: Usually 3-5 business days (including Saturdays).
    • Trackable
    • Not insured
    • No guaranteed delivery date.
  • USPS Priority Mail: Usually 2-4 business days (including Saturdays).
    • Trackable
    • Not insured
    • No guaranteed delivery date.
  • USPS Priority Mail Express: Usually 1-3 business days (including Saturdays).
    • Trackable
    • Insured
    • The guaranteed delivery date is 1-3 days (including Saturdays) depending on your location. Please note that this method does NOT guarantee overnight delivery since our shipments go out after the Post Office’s cut-off. Please contact the post office for the guaranteed delivery date to your destination (we ship from zip code 89199, after the cut-off time).

FedEx

All FedEx shipping methods are trackable and insured.

  • FedEx Ground or Home Delivery: Delivery in 1-5 business days (3-7 business days to Alaska and Hawaii) based on the distance to your destination from U.S.A. zip code 89119 (Las Vegas, Nevada). For addresses FedEx deems residential, the ground service will be via FedEx Home Delivery, which has a different delivery schedule than FedEx Ground; please consult the FedEx web site for the most updated information.
  • FedEx Express Saver: Delivery in 3 business days by 4:30 p.m. to most areas (by 7 p.m. to residences).
  • FedEx 2Day: Delivery in 2 business days by 4:30 p.m. to most areas (by 7 p.m. to residences).
  • FedEx Standard Overnight: Delivery the next business day by 3 p.m. to most areas.
  • FedEx Priority Overnight: Delivery the next business day by 10:30 a.m. to most areas.
  • Please note that not all FedEx services are available to every destination and guaranteed delivery times may vary. Please consult the FedEx website for service availability and transit times from U.S.A. zip code 89119 to your shipping address.

If you need delivery on a weekend, please contact us before placing your order.

International orders

We are happy to ship orders internationally, but for faster service (and potentially less expensive shipping options), you might try one of our international distributors. If you prefer to order from us directly, please read the following information about your shipping options carefully and contact us if you have any questions.

Important disclaimers for international customers

For the most part, our international packages arrive safe and sound, though sometimes they can be delayed for six weeks or more depending on the destination country’s customs regulations. We highly recommend you select a trackable, insured shipping method if shipping outside of the USA. We have found that FedEx is generally more reliable than USPS, but you can contact your local customs, FedEx, and USPS offices to see what will work best for your particular situation (depending on whether you are a business or buying more than a certain amount, one shipping carrier might be better than the other). Please read the following disclaimers carefully and contact us if you have any questions.

  • No guaranteed international deliveries: Unfortunately, delivery times to international destinations are NOT guaranteed due to the unpredictability of time spent in customs. Customs might delay delivery for six weeks or more depending on your country’s regulations. Please contact your local customs office for more information.
  • Customs fees and taxes: All international duties, taxes, brokerage fees, and any other fees associated with customs clearance or international imports are your responsibility. Please contact your local customs office and FedEx or USPS for an estimate of any additional fees.
  • Tracking and insurance: Some shipping methods listed below are not insured or trackable. You are solely responsible for taking the risk of sending any products uninsured and without tracking.
    • If you select an untrackable shipping option via USPS, there is no way to know where your package is during transit. If the package was insured, and you do not receive it, you must wait until USPS deems the package lost before you can file an insurance claim. Please contact USPS to find out how long you have to wait until a package is officially lost (typically at least 30 days).
    • By selecting an uninsured shipping option, you agree that if the package is lost, damaged, or stolen in transit, you will not hold Pololu Corporation responsible for the loss. We will not re-ship the item for free, we will not provide a refund, and we will not provide a credit.
    • If your package is insured and it is lost, damaged, or stolen in transit, you might have to wait for up to 12 weeks for the United States Postal Service or FedEx to process your claim. We will do our best to make sure they process your claim in a timely manner, but sometimes it can take up to three months depending on the situation. We will refund you the amount paid by the claim once it has been processed. We will not provide a refund unless USPS or FedEx pays the claim. Please contact FedEx and USPS for information on what their insurance covers and how long a package must be delayed before they deem it lost.
  • Recommended shipping options: We generally recommend that you select an insurable, trackable shipping method via FedEx, especially for high-valued orders. Please contact your local customs, FedEx, and USPS offices to determine the best shipping method for your situation.

United States Postal Service: International

  • USPS Priority Mail Express International:
    • Typically takes about 3-5 business days to reach your country, and then has to go through customs and get delivered by your local postal service.
    • No guaranteed delivery date; customs clearance might delay a delivery for six weeks or more depending on your country’s regulations, especially in Europe. Please contact your local customs office for more information.
    • Insured
    • Trackable
    • Please read our Important disclaimers for international customers above.
  • USPS Priority Mail International:
    • Typically takes about 6-10 business days to reach your country, and then has to go through customs and get delivered by your local postal service.
    • No guaranteed delivery date; customs clearance might delay a delivery for six weeks or more depending on your country’s regulations, especially in Europe. Please contact your local customs office for more information.
    • Insured
    • Not trackable
    • We do not recommend this shipping option for high-valued orders since we cannot track it.
    • Please read our Important disclaimers for international customers above.
  • USPS First-Class International:
    • Typically takes about 7-14 business days to reach your country, and then has to go through customs and get delivered by your local postal service.
    • No guaranteed delivery date; customs clearance might delay a delivery for six weeks or more depending on your country’s regulations, especially in Europe. Please contact your local customs office for more information.
    • Not insured
    • Not trackable
    • We do not recommend this shipping option for high-valued orders since we cannot insure or track it.
    • Please read our Important disclaimers for international customers above.

FedEx: International

  • FedEx International Economy: Within 5 business days (plus time in customs) worldwide. Delivery time based on country.
  • FedEx International Priority: In 1, 2 or 3 business days (plus time in customs) worldwide. Delivery time based on country.
  • All FedEx shipping methods are insured and trackable.
  • No guaranteed international deliveries: Unfortunately, delivery times to international destinations are NOT guaranteed due to the unpredictability of time spent in customs; customs clearance might delay a delivery for six weeks or more depending on your country’s regulations. Please contact your local customs office for more information. For estimated transit times, please consult the FedEx website from USA zip code 89119 to your shipping address.
  • Please read our Important disclaimers for international customers above.

You can also order Pololu products from our international distributors.

Availability of products

Although we update our online stock quantities daily, we cannot guarantee that the stock quantities are correct at any given moment. Therefore, placement of an order online does not guarantee that the items you ordered will be available. If any of your order items is out of stock, we will hold your order and contact you for instructions on how you would like to proceed.

Pololu privacy policy

Your privacy is important to us. We will not sell or give your personal information to third parties unless required by law or required to execute your orders (e.g. giving your shipping address to FedEx to ship you your package).

Pololu return and cancellation policy

Pololu return and cancellation policy for standard products

Customer satisfaction is a top priority for us, and we will try our best to ensure that you have a fun, positive experience with our products. However, because of the nature of our products, we cannot accept returns of partially (or completely) assembled kits and unpackaged items. We will accept returns of new, un-opened items in their original packaging within 30 days of the order date, but you will have to pay for the return shipping and a $3 + 15% restocking fee. The initial shipping charge is not refundable. If you do decide to make a return, please contact us to obtain a return merchandise authorization (RMA) code. We do not accept returns of batteries and AC adapters.

You can cancel an order free of charge if we receive your cancellation request before your order is processed. However, once the credit card company has processed your payment, they charge us a fee, so there is a 3.5% credit card processing fee to cancel an order if we receive your request after your payment has been processed. Please contact us as soon as possible if you would like to cancel or change your order.

Please contact us if you need replacement components or troubleshooting assistance.

Pololu return and cancellation policy for SMT stencils

Because SMT stencils designs are specific to each customer, partially made stencils or returned stencils have little or no value to anyone else. Therefore, we do not accept returned stencils, and order cancellations are more expensive than for non-custom orders. If you cancel an order prior to approving the preview file, we will refund half of the stencil price and the entire shipping charge. If you cancel after approving the preview file but before the stencil ships, we will refund only the shipping charge.

Pololu return and cancellation policy for custom laser-cut parts

Because custom laser-cut parts are specific to each customer, partially cut pieces, laser cutting files, and returned parts have little or no value to anyone else. Therefore, we do not accept returned laser-cut parts, and order cancellations are more expensive than for non-custom orders. If you cancel a custom laser cutting order, the refund amount depends on how much of the order we have processed:

  • If we have not begun processing your laser cutting job, we will refund all of the shipping charge and 88% of all other charges.
  • If we have begun processing your laser cutting job but we have not started cutting, we will refund all of the shipping charge and 50% of all other charges including the laser cutting, file creation, and standard material charges. Special-ordered material charges are not refundable (you may arrange to have them shipped to you with your laser cutting representative).
  • If we have started cutting your order, we will refund only the shipping cost.