1.
How do I place an order?
Ordering gear online at Polylinecorp.com is easy and secure. You can find any item we sell on our website by browsing through the site's main menu or by using the product search in the upper right-hand corner of every page. When you find a product you'd like to purchase, simply click the "Add to Cart" button for that product. The Shopping Cart page will then display the items in your cart and will allow you to change the quantity of each item you've selected or remove items. From the Shopping Cart page, you can either proceed to checkout or continue shopping.
When you have finished shopping, click on either the "Shopping Cart" or "Checkout" button at the top-right of the website to review your selections. When you are satisfied with your order, click the "Proceed to Checkout" button to complete your purchase.
Note: If you experience any problems with items disappearing from your shopping cart, make sure you have Cookies enabled in your web browser.
2.
How do I track my order?
All customers* receive a shipping confirmation email that includes a tracking or delivery confirmation number. To track an order after it has been shipped, visit the appropriate carrier's website for online tracking.
UPS Package Tracking DHL Package Tracking FedEx Package Tracking You may also visit our
Order Tracking page to view your current order status, and once shipped, your tracking information.
*Customers who place their orders over the phone must supply an email address and request a tracking number to receive one.
*Customers who choose to PICK UP their order may choose our Polyline Store in Burbank, CA as their pick up location. Customers will receive a confirmation phone call once their order has been processed and is ready to be picked up. Orders placed before 3:30pm PST MON - FRI are generally ready for pickup within
4-6 hours from the time the order is placed. Orders placed after that time or on SAT or SUN are typically processed the following business day. (Customers who need their order sooner or would like to pick up same-day on Saturday should call customer service prior to placing their order to make arrangements.) If you need to know the status of your PICKUP and you haven't yet received a call from us, please call customer service during business hours. In CA: 818-845-8066 or Nationwide Toll-Free: 888-807-1900 M-F 8am-6pm & SAT 9am-5pm Pacific Time.
3.
Can I order by phone, FAX, e-mail or postal mail?
Our secure online ordering process is the preferred and most expedient method of ordering from us. However, we understand that there may be times when you would prefer to order by phone, FAX, e-mail or regular postal mail.
PHONE: To order by phone,
call our Sales Department and provide your sales representative with the item #'s / quantities for each product you'd like to order as well as your payment and shipping information. A tracking number for your order is available upon request so long as you provide your sales rep with an e-mail address to send it to.
FAX/MAIL: To order by FAX or postal mail, add all of the items you want to purchase to your online shopping cart and then print out the shopping cart page. Mail or FAX your print-out with payment to:
Polyline
attn: Sales Department
1400 W. Burbank Blvd.
Burbank, CA 91506
FAX #: 818-845-4237
FAX & mail orders may be paid by credit card, check or money order. We will begin processing the order as soon as it is received. Also be sure to include an email address to receive an order confirmation and tracking information on your shipment.
E-MAIL: We do not accept orders via e-mail for security reasons, however you may
e-mail our Sales Department to request an order quote, providing the item #'s / quantities for each product you'd like to order as well as your shipping information and call-back phone number. A Polyline sales representative will respond to you in a timely manner to discuss payment options.
Never e-mail your credit card number!
4.
What forms of payment does Polylinecorp.com accept?
Polylinecorp.com accepts online payment by Visa, MasterCard, Discover, American Express, and PayPal. If ordering by mail or fax, we accept payment by the aforementioned credit cards as well as by check or money order.
If you are paying with a debit card, it is standard procedure for our system to request a pre-authorization from your bank before your order is processed. The pre-authorization will confirm that your bank account has sufficient funds available to cover your order purchase. The funds are not actually removed from your account until we ship the order to you. You may see both the pre-authorization and the charge on your account, but this is not a duplicate charge. The pre-authorization will be removed within a few days, depending on your bank. At that time, you will have only been charged for the item(s) that have been shipped.
Polylinecorp.com charges for the processed in-stock items, plus the adjusted amount of shipping & handling costs. Payment for any backordered items, plus shipping, will be charged upon shipment if you request a split shipment.
5.
Does Polylinecorp.com honor the 6.25% California State Teleproduction Tax Discount?
Yes. Polyline isn't in the tax consulting business, but certain companies that meet California State's criteria are entitled to a 6.25% Teleproduction sales tax break. This means that if a qualifying institution were to normally pay 9.75% tax on a purchase in California, you would only have to pay 3.5% sales tax because of the tax break offered in CA Regulation 1532. Download the California State Form below and check with your tax counselor to see if your business qualifies. If it does, send us a signed copy and we'll apply the tax discount on your "Phone-in orders". (We are working with our software company to create an automatic online sales tax discount... please have patience.)
6.
How do I use a promo or coupon code?
At the bottom of your Shopping Cart and Checkout pages, you will find a section titled "Coupon Code / Gift Certificate Code (optional)". Enter the code into the box and click "Apply" to update your order subtotal. Limit one promo or coupon code per order.
7.
How do I use a gift certificate code?
At the bottom of your Shopping Cart and Checkout pages, you will find a section titled "Coupon Code / Gift Certificate Code (optional)". Enter the code into the box and click "Apply" to update your order subtotal. Multiple gift certificates can be used on a single order.
8.
What if an item is not in stock?
We make every effort to keep our shelves stocked full. However, in the rare case that part of your order is out of stock, we'll let you know by email or phone that we're shipping the available items immediately, and the rest as soon as it becomes available. In some cases if the backordered items are integral to the rest of the order, you have the option of waiting to ship them all together once the backorders come in. In this case your order status will be changed to "On Hold" until the backordered items arrive in our warehouse. Secondary shipments containing backordered items will be shipped on our dime, at no additional cost to you.
Note: If you are using e-mail filters and/or blockers, be sure to add Polylinecorp.com to the safe sender list in your address book to ensure that you receive our notifications and updates.
09.
How can I cancel or change my order?
Please remember that in-stock items ordered before 3:30pm (NOON) PST will ship the same day! If you need to cancel or change an order, please Open a Ticket using the Leave a Message Feature Below and Select Order Cancellation as your subject or call using extension 110 as soon as possible with your request. Cancellation or change of an order that has already been shipped typically involves return of merchandise or additional shipments. We apologize for any inconvenience. Please refer to our
Return Policy and
Exchange Process for additional information.
10.
What if Polylinecorp.com is unable to accept my order?
Please note that Polylinecorp.com may be unable to accept or may need to cancel certain orders. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason. Situations that may result in your order being canceled include limitations on quantities available for purchase, inaccuracies or errors in product or pricing information, or problems identified by our credit and fraud avoidance department. We may also require additional verifications or information before accepting any order. Polylinecorp.com will contact you if all or any portion of your order is canceled or if additional information is required to accept your order. If your order is canceled after your payment has been processed, Polylinecorp.com will issue a credit to your payment method in the amount of the charge.
11.
Is shopping at Polylinecorp.com secure?
You can feel completely secure when ordering from Polylinecorp.com as all online transactions are handled with an industry-standard technology called Secure Sockets Layer (SSL), which encrypts (or encodes) sensitive information before it is sent over the Internet. For more information about the protection of your personal information, you can read our
Privacy Policy.
12.
Computer Monitor Color Accuracy?
We do our best to accurately represent the appearance of the products we sell on our online store. However, please keep in mind that if your monitor color settings have been changed or are not set to the default standard settings, a product's true colors may not appear as they should on your screen.
13.
Can I get a student / educator discount?
Student and educator discounts are available on certain brands including:
Sekonic,
Manfrotto, and
Westcott. Please
click here to download the student/educator verification form and fax in the completed form along with a copy of your course curriculum before placing your order. Students must also include in the fax a copy of their valid student I.D. Educators must include a copy of their valid faculty I.D. and accredited academic institutions must also include a copy of a valid school purchase order.
14.
Does Polyline have a print catalog?
Polyline does not publish a printed catalog. Instead we maintain a "live" catalog here on our website. This way our customers have access to the newest products (we add new products almost daily!) as well as our most current low prices. You can find our entire product catalog right here at www.Polylinecorp.com
Courier |
Service |
Delivery Time |
DHL |
DHL Express Worldwide |
Delivery by the end of the next possible business day |
DHL Express 12:00 |
Delivery on the next possible day by 12:00 noon |
DHL Express Easy |
Delivery by the end of the next possible business day |
FedEx |
FedEx Priority Overnight |
Arrives by 10:30 a.m. to most U.S. addresses |
FedEx Standard Overnight |
Arrives by 3 p.m. to most addresses and by 8 p.m. to residences |
FedEx 2Day |
Arrives by 3:30 p.m. in 2 business days to most areas |
FedEx Ground |
Arrives within 1 - 5 business days in most states (3 - 7 for Alaska & Hawaii) |
FedEx Home Delivery |
Arrives within 1 - 5 business days in most states (3 - 7 for Alaska & Hawaii) |
UPS |
UPS Next Day Air Early A.M. |
Next business day as early as 8:00 a.m. |
UPS Next Day Air |
Next business day by 10:30 a.m. |
UPS 2nd Day Air A.M. |
2 business days by 10:30 a.m. |
UPS 2nd Day Air |
2 business days by the end of the day |
UPS 3 Day Select |
3 business days by the end of the day |
UPS Standard |
Day-definite delivery based on origin and destination |
UPS Ground |
1 - 5 business days based on distance to destination |
UPS Worldwide Express |
1 - 3 business days by 12 noon |
UPS Worldwide Expedited |
2 - 5 business days by end of the day |
UPS Worldwide Saver |
1 -3 business days by the end of the day |
1.
How will my order be shipped?
Polylinecorp.com ships SAME DAY Monday-Friday on all in-stock items as long as the order is placed prior to 3:30pm PST and the payment has cleared our fraud review. Orders placed after 3:30 PST Monday-Friday or any time Saturday-Sunday will be shipped the following business day on all in-stock items. Backordered and Special Order Items will ship as we receive them from the manufacturer.
Domestic Orders (USA): You can choose between our two partner couriers, UPS and FedEx. We currently do not offer standard USPS delivery as a shipping option due to the many complaints we've received about the lack of tracking and time in transit.
USA Military Personnel: If you'd like to place an order for shipment to an APO/FPO address, please fax your order to Polyline with the appropriate APO/FBO ship-to address making sure to include your contact email address as well so we can send you of the cost of USPS postage for approval before processing your order.
Oversized Orders: On all orders that weigh over 150 pounds, have multiple boxes, or are oversized, the UPS shipping charges may be incorrect, regardless of the final destination. We will notify you in advance of the actual charges if this error occurs. In some cases oversized orders may have to ship by freight truck.
Note: If you are using e-mail filters and/or blockers, be sure to add Polylinecorp.com to the safe sender list in your address book to ensure that you receive our notifications and updates.
2.
How much does shipping cost?
Enter your zip or postal code into the shipping calculator on the Shopping Cart or Checkout Page for a real-time shipping cost estimate based on your shipping destination and the weight/dimensions of the items in your order.
*NOTE: Any Free Shipping Offer does not include oversize items including equipment carts, milk crates, ladders, filled sandbags, large lighting kits and other such items.
3.
How are orders shipped to APO and FPO addresses?
If you'd like to place an order for shipment to an APO/FPO address, please fax your order to Polyline with the appropriate APO/FBO ship-to address making sure to include your contact email address as well so we can send you of the cost of USPS postage for approval before processing your order.
Click Here to learn how to FAX an order to Polyline.
4.
Does Polyline ship to Canada?
Yes. Please check out
our page regarding this.
By ordering goods from Polyline, you hereby authorize a licensed Canadian customs broker chosen on your behalf to act as your agent and to transact business with the Canada Border Security Agency (CBSA) to clear your merchandise, account for applicable duties and taxes, and if required, to return the merchandise to the merchant and to prepare and submit refund claims on your behalf for any merchandise that is returned. In the event of a return, the CBSA will send any refund of duties and taxes that were paid on the returned merchandise to the broker and you will obtain the refund directly from us. In this connection, you also authorize the customs broker to endorse any refund check issued by the CBSA in your name, so that we may process the reimbursement. (
Click Here to see our International terms and conditions for more info.)
5.
Does Polyline ship internationally?
Yes, Polyline is proud to service countries around the globe. We do not service the following countries:
We use DHL and UPS for most of our international orders. Shipping fees are based on the weigh, value, and destination when it is being calculated for shipping. If you feel like you shipping is significantly higher than expected, you may request a quote in check out and a member of our team will respond to you in a timely manner with your payment and shipping options. (Click Here to see our International terms and conditions for more info.)
6.
Can I pick up my order at your store?
Yes. If you wish to place an order online for pickup at our retail store in Burbank, CA. Remember to choose the "Store Pickup" shipping method and no shipping fee will be added to your order. Customers who select this method will receive a confirmation phone call from customer service once their order is ready to be picked up. Orders placed before 3:30pm PST MON-FRI are generally ready for pickup within 2-4 hours from the time the order is placed. Orders placed after that time or on SAT or SUN are typically processed the following business day. If you need your order sooner or would like to pick up same-day on Saturday, please call customer service prior to placing your order to make special arrangements. If you need to know the status of your PICKUP order and haven't yet heard from us, please call Polyline customer service during business hours. In CA: 818-845-8066 or Nationwide Toll-Free: 888-807-1900 M-F 8am-6pm & SAT 9am-6pm Pacific Time.
7.
What if part of my order is backordered?
We make every effort to keep our shelves stocked full. However, in the rare case that part of your order is out of stock, we'll let you know by email or phone that we're shipping the available items immediately, and the rest as soon as it becomes available. In some cases if the backordered items are integral to the rest of the order, you have the option of waiting to ship them all together once the backorders come in. In this case your order status will be changed to "On Hold" until the backordered items arrive in our warehouse. Secondary shipments containing backordered items will be shipped on our dime, at no additional cost to you.
8.
Do we offer free shipping for your order?
Polyline offers free ground shipping on orders over $50. Items weighing 13 ounces or less may ship via USPS. Free shipping is available only for orders shipping within the contiguous United States. Orders shipping to Alaska, Hawaii, or to international addresses do not qualify for this offer. Free Shipping on orders over $50 excludes overweight, oversized, and special-order items. Delivery times vary depending on the distance of the destination from our shipping warehouse. Polyline reserves the right to refuse the Free Shipping offer on any order.
Note: If you are using e-mail filters and/or blockers, be sure to add Polylinecorp.com to the safe sender list in your address book to ensure that you receive our notifications and updates.
Thank you for shopping at Polyline. If for any reason, you are dissatisfied with your purchase, you may return it within 30 days of the purchase date for either 100% store credit or a refund which will include a 20% restocking fee, subject to conditions below.
Refunds on returned items will be issued in the same payment form as tendered at the time of purchase. If payment was made my check, a check will be issued to you within 10 days. Cash payments over $200 dollars will be made by check.
All orders being returned must have a RETURN AUTHORIZATION Number issued by Polyline. To obtain the RA# call us toll free at 888-807-1900 or click here to email our Returns & Exchanges Department. Write your R.A. number down on the securely wrapped package and include a copy of the packing slip with your return. For your protection, we recommend that you use UPS or Insured Parcel Post for shipment. Also, this may seem obvious, but we can process returns only for items purchased from Polyline!
Conditions:
Please read all conditions below. If conditions are not met, Polyline reserves the right to refuse the return or to charge a restocking fee not less than 20%.
- All returned or exchanged items must be in new condition, in their original box, and must include all packing material, blank warranty cards, manuals, and all accessories.
- Polyline is not responsible for any incidental damage resulting from the sale or use of any merchandise purchased with us. We are responsible for the monetary value of the purchased item only.
- Cameras, monitors, all ARRI products, car mounts, lighting fixtures, sound equipment are all subject to a 20% restocking fee.
No Return/Exchange on the following:
Software, lighting gels, surveillance headsets, earpieces, adhesive tape, batteries, blank media, bulbs, custom modified products, Chroma key and cut materials are non-returnable.
Please allow 3-4 business days to process your return once the item has been received by us.
2.
What if my item is defective, broken, or needs repair?
Polyline partners with reputable manufacturers who stand by their products. However, on rare occasions, a product can have a defect that was undetected by the manufacturer or that becomes apparent during use. If a product you've purchased from Polyline has a manufacturing defect, please
contact us.
For repair, maintenance, and warranty service that is covered by a manufacturer's warranty, please contact the manufacturer directly.
3.
How do I return an item?
Within 10 days of receipt of your order, you may return or exchange unopened products or opened merchandise in new condition, with its original packaging and accessories for a refund on the product's purchase price.
All orders being returned must have a RETURN AUTHORIZATION Number issued by Polyline. To obtain the RA# call us toll free at 888-807-1900 or click here to email our Returns & Exchanges Department. Write your R.A. number on the securely wrapped package and include a copy of the packing slip with your return. For your protection, we recommend that you use UPS or Insured Parcel Post for shipment. All shipping/processing charges on returned packages must be prepaid. You will be credited for shipping if the product was damaged or defective, or if the wrong item was shipped. Please include the postal receipt in your return package. Also, this may seem obvious, but we can process returns only for items purchased from Polyline!
Exceptions:
The following items may not be returned or exchanged: all blank media, books, software, batteries, aerosols, paints, cut fabric, light bulbs, custom orders, and all opened items where hygiene is an issue i.e. eyepiece chamois, ear pieces, custom modified products which all sales are final.
Restocking Fee:
The following items may be subject to a 10% restocking fee if there is no manufacturer defect: Cameras, Lenses, Monitors, Car Mounts, Arriflex Camera Accessories. Additionally, any merchandise returned without its original packaging and or what appears to be in used condition, may be subject to a restocking fee since we will not be able to resell the item as new. This determination is made solely by Polyline.
Please allow 3-4 business days to process your return once the item has been received by us.
4.
How do I exchange an item?
To exchange an item, follow the same steps as you would to
return an item, indicating to your customer service rep that you are interested in an exchange when you call to get your RA#. As soon as we receive your returned item, a new item will be dispatched to you. All shipping/processing charges on returned packages must be prepaid. You will be credited for shipping if the product was damaged or defective, or if the wrong item was shipped. Please include the postal receipt in your return package.
Please allow 3-4 business days to process your exchange once the returned item has been received by us. If you need your new item faster, please ask your customer service rep about expedited exchange options.
5.
Are there any items I cannot return or exchange?
The following items may not be returned or exchanged: all blank media, books, software, batteries, aerosols, paints, cut fabric, light bulbs, custom orders, and all opened items where hygiene is an issue i.e. eyepiece chamois, ear pieces, which all sales are final.
6.
What if my shipment is missing an item?
All shipments must be carefully inspected for shortages upon receipt. Although it's an extremely unusual occurrence, it can happen. We offer a 3 working-day window from the time the package is signed for to the time of reporting. When reporting shortages please have your order number available and contact the Polyline shipping department toll-free at 888-807-1900 during business hours. We will review our video-tape to confirm or contest all shortage claims.
7.
What if my shipment is damaged in transit?
All shipments must be inspected carefully including concealed damage before signing the freight bill. If damage is detected, refuse delivery. If you fail to do this, the carrier may or may not accept a damage claim at a later date. If the later occurs, contact the carrier ASAP and request a damage report and pickup of the damaged goods. Polyline Customer Service must be notified at 888-807-1900 upon determining that damage has occurred, so that we can help aid you with a claim settlement. We offer a 3 working-day window from the time the package is signed for to the time of reporting.
All damage returns MUST have an RA Number issued by Polyline. Read our
Return Policy for details and instructions.
8.
Can I return a special or custom order?
Polyline provides special orders and custom order services for many items that we don't normally stock. Please note that if canceled, the customer is still liable for shipping costs that we incur from our vendors. That means that the customer pays for the shipping from the vendor to us and the return freight back to them.
Products such as, but not limited to, carts that are modified from stock versions to fit your needs are considered a custom order and are not returnable. Many of our vendors charge us a restocking fee too, so make sure that you really want your custom ordered item before placing the order.
All returns MUST have an RA Number issued by Polyline. Read our
Return Policy for details and instructions.
1.
Do you have a physical store/showroom? Where is it located?
Yes, Polyline currently has 1 physical store location in Burbank, CA where you can come in and shop for all of your filmmaking equipment in person! The store is located at 1400 W. Burbank Blvd., Burbank, CA 91506.
Click Here for the store's informational webpage.
2.
What are your hours of operation?
Polyline's Burbank normal business hours are 8am-5pm Monday-Friday and 9am-5pm on Saturdays. Visit the
store's webpage for upcoming holiday hours.
Polyline's normal business hours are 8am-5pm Monday-Friday and
CLOSED on Saturdays.
3.
Are you open to the public?
Yes. Anyone can shop at Polyline!
4.
Where can I read about the Polyline company and its history?
6.
How can I contact Polyline?