Shipping & Returns

Shipping Information

Q. Do you ship outside of the United States?
A. Yes. Online ordering is available to many countries in Europe and Asia as well as the United States.

Q. When will my order ship?
A. Orders normally ship within 1–3 business days after we receive the order.

Q. Will I get a tracking number?
A. If the shipping method selected provides tracking, the tracking information will be sent to you automatically.

Q. Are Import Tariffs included in the shipping cost of international shipments?
A. No. Any import duties or fees levied against the shipment is the responsibility of the importer.

International shipping information & tips

Shipping costs for INTERNATIONAL orders are the cost of shipping only. Duties and taxes or additional import fees are not included and are the responsibility of the recipient. If your order is returned by the carrier due to refusal of the package there will be a 20% restocking fee deducted from the refund of the items; shipping costs are non-refundable.

The tariff codes used for our products cannot be changed. The systems and accessories are labelled as 9503.00.0000 for toy/model replicas and our regulators are 8481.10.0060 for taps, cocks, valves and similar items that reduce pressure/flow.

Please sign up with your country’s postal service, either online or through their app. This will ensure that you receive alerts for duties and taxes payments or if they need to confirm any information with you. Many return to sender packages are due to the package being unclaimed, and many of those customers have stated that they did not receive a notice from the carrier. It is a good idea to ensure you are signed up with your local carrier’s electronic notification system as we cannot refund shipping for returned or unclaimed packages.

USPS and UPS cannot always validate an international address. Please make sure that the spelling and abbreviations used in your address are accepted by your chosen carrier.

Under NO circumstances will PolarStar alter the value of any package or its contents. This is prohibited and, in most cases, illegal.

For countries that participate in Free Trade Agreements or other treaties, we can supply a Certificate of Origin that will comply with the Free Trade Agreement to lower the import costs. These lower rates are dictated by the receiving country and vary by location. We offer these certificates upon request only. Please look up which forms are required by your country and email us at Shipping@polarstarairsoft.com if you wish to include it with the customs documents.

General shipping guidelines

Please add Shipping@polarstarairsoft.com to your contacts/address book as the shipping department will likely be the one reaching out to you if there are any issues, questions, or concerns related to your order.
Please ensure that your address is written in English (if domestic) or written with the Roman alphabet (if international). Our system does not recognize special characters when creating shipping labels. Do not translate any portions of your address. Example: if your address is recognized by the postal system as 123 Calle Rojo then it must be written exactly that way.
If the “Auto fill” option completes your address, please ensure that the entered address is correct.
Once an order has been picked up by the carrier the order cannot be cancelled or refunded. The only way that a shipping fee can be refunded is if the order is cancelled before the carrier arrives to pick it up. Contact Shipping@polarstarairsoft.com immediately if you need to cancel an order. Use the subject line: Cancel order #_____ (include your order number).

Carrier pick up times:

USPS: No designated pickup time; can arrive between 10am–4pm EST.
UPS: Set pickup between 4–4:30pm EST. Orders placed after 2pm EST may not be processed until the next business day.

Orders are processed in the order received, per carrier.

Additional notes:

If your order has not been processed, we can still make edits or corrections by cancelling and re-invoicing the updated order.
Shipping times are calculated from when the order is shipped, not from when it is placed.
Orders over $100 require verification that shipping & billing addresses match the registered credit card address. If they do not match, additional verification will be required.
We take fraud prevention seriously. If an order is flagged as potentially fraudulent, we may request verification documents to confirm cardholder identity.
Please do not initiate chargebacks unnecessarily. Contact us first at Shipping@polarstarairsoft.com to resolve any issues.
During high-volume times such as holidays, order processing may take up to 3 days.
PolarStar is not responsible for any purchases seized, returned, or deemed undeliverable. Customers are responsible for reshipping costs on undeliverable orders due to invalid, incorrect, or incomplete addresses.

FAQ’s

Q: Do I need to fill out any forms for customs purposes?
A: When ordering on our website, your location’s requirements will automatically generate the necessary fields. For example, Korea requires a Personal Customs Code, which will appear when the country is selected at checkout.

Q: Can I choose a different carrier?
A: Apart from apparel, we only offer USPS and UPS as carrier options. For international USPS shipments, the receiving country’s postal service will handle delivery. Carrier changes are not possible once the package is in transit.

Q: My package has not been delivered or is delayed.
A: If tracking shows “delivered” but you did not receive the package, contact us so we can file a claim. If tracking shows no movement for more than 2 days, contact us so we can open an investigation.

Q: How long does it take to get a refund?
A: Refunds are processed after the returned item is received. Once processed, funds typically appear within 7–10 days. If not, contact your payment provider.

Q: I cannot check out due to my country not being available.
A: Some countries are restricted due to carrier regulations or local laws regarding airsoft products. If you know airsoft is legal in your country, contact us to discuss adding your location.

Return Policy

At PolarStar, we strive to provide the highest quality products. In the rare event a return is necessary, please review our policy:

Obtain a Return Merchandise Authorization number (RMA) before returning items.
Returns for full refund must be shipped within 14 days of delivery.
Refunds are for the purchase price only; shipping charges are not refundable.
Items must be defective or in new, unused condition, with original packaging.
A restocking fee of up to 20% may apply for non-defective returns that are not in new condition.

Items are considered used if:

The HPA system has been installed into a gearbox or rifle body.
Physical blemishes or damage (scratches, scuffs) are present.