Returns and Cancellations

What is your refund policy?
The Poly store by Digital River offers a 30-day money back guarantee.

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How do I request a refund?
To request a refund, contact Customer Service.

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How do I cancel my order?
Physically shipped purchases that are in stock are processed immediately upon completion and may not be able to be cancelled prior to shipment. If your order cannot be cancelled, you will get an email notification when the order is shipped. You can also look up your order to view the shipping status of your order. To request the cancellation, please contact Customer Service.

Downloadable products are fulfilled immediately and cannot be cancelled unless the purchase is a preorder. Please refer to our refund policy if you would like a refund for a digital product or an order that has already shipped.

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When will I see my credit appear in my account?
After receiving your returned product(s) and/or your completed letter of destruction (ELOD or LOD), your refund will appear in your account within 5 to 7 business days.

Please be aware that if you purchased using a method other than credit card, you may be prompted to provide bank details so we may credit your account.

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How do I cancel before I am automatically renewed?
To immediately cancel your auto-renewal plan, please look up your order and click on Stop Automatic Billing.

Cancellation requests can also be sent to our Customer Service. If your subscription is scheduled to be automatically renewed soon, please be aware that requests submitted to Customer Service are handled in the order in which they are received and can take 1-2 business days to process.

If you have already been automatically renewed and wish to request a refund, please refer to our refund policy.

More questions? Back to Main Help Page

What will happen to my subscription if I cancel my auto-renewal plan?
You will receive the subscription service for the full time period for which you have paid, even if the auto-renewal option is cancelled. Cancelling the auto-renewal on a monthly subscription means that the subscription will not be renewed in the following month but you will continue to receive the subscription until that time. Similarly, cancelling the auto-renewal on an annual subscription means that the subscription will not be renewed in the following year but you will continue to receive the subscription for the remainder of the year.

More questions? Back to Main Help Page

Digital River, Inc. is the authorized reseller and merchant of the products and services offered within this store.
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  • Tax Exempt Orders
    Poly does not accept tax exempt orders online.
  • Shipping Terms and Conditions
    Orders with "Expedited Shipping" must be at a minimum of $29.99 for free shipping to apply. After 3 pm PST Monday – Friday, items purchased with "Expedited Shipping" may not ship until the following business day. Weekend orders will not be processed until the next business day. If an order contains a pre-order product or a product on backorder, the entire order may be delayed until all products on the order are available. Poly currently ships only to the United States, most U.S. Territories, and APO/FPO addresses. We do not ship to PO Boxes.