Refund and cancellation policy

• Cancel before ordering closes for your pickup or delivery day and you get every dollar back.
• Once the ice is handed over, it cannot be returned.
• If we get your order wrong, or cancel it ourselves, we fix it or refund it in full.

Orders cannot be cancelled from the website. Email info@polarsharks.ca or call 604 239 9333 with your order number.

• Before your window closes for booking (for a next-day pickup or delivery, 2 pm the day before): we cancel the order, or change the date, the quantity or the format, at no charge. A cancelled order is refunded in full, including GST, any small order charge, the delivery price and the first week of bin rental.
• After that, your ice may already be in production. Call us as early as you can. If we have not made it yet, we still cancel and refund in full. Ice already made for your order is not refunded, but we will try to move your pickup or delivery to another day.
• Bins: once the bins have left our plant, the rental for the week that has started and any cleaning charge are not refunded.
• Orders on account are cancelled the same way; we cancel the invoice instead of sending a refund.

Call us before 4 pm on your pickup day and we will hold the order to the next business day. An order that has not been collected by the end of the next business day is treated as picked up and is not refunded: by then most of the ice has turned to gas.

Call us as early as you can, and before 2 pm the day before if you can. We move the delivery to the next day that is open. You do not pay the delivery price again for the move. We cannot move a delivery once the driver is on the way to you.

From the moment it leaves our plant, dry ice loses weight as it turns into carbon dioxide gas, and we cannot check how it was stored or handled. We cannot resell it, so we do not accept returns or exchanges of dry ice once it has been handed over. Weight lost after pickup or delivery, roughly 5–20% a day in a good insulated container, is normal and is not a shortage.

Check the order when you collect it or when the driver hands it over. If the format is wrong or the quantity is short, tell the person at the counter or the driver, or contact us within 24 hours of pickup or delivery with the order number. We will make up the difference on the spot or with your next order, or refund the part you did not receive, whichever you prefer.

Sometimes we cannot make an order for the window or delivery day you booked. If that happens we tell you by email or text, offer another day, and if you would rather not wait, refund everything you paid.

• Refunds go back the way you paid: to the same card, or by the same e-Transfer, bank transfer or cash. Card rules do not let us refund to a different card.
• We send the refund within 15 days of agreeing it, usually the same or the next business day.
• Card refunds usually show on your statement within 3 to 5 business days, depending on your bank. If one has not appeared after a week, reply to the refund email with your order number.

This policy does not limit the rights you have as a consumer under British Columbia's Business Practices and Consumer Protection Act. For example, if an order you placed online is not supplied within 30 days of the pickup or delivery date, you can cancel it and get a full refund.

More on ordering, payment, pickup, delivery and bins is in our terms and conditions.