Frequently Asked Questions
iceX Jewelry specializes in premium, heavy-duty 18K Gold Plated streetwear pieces. Our chains and pendants feature a durable 316L Surgical Stainless Steel or 925 Sterling Silver base, finished 5 times in real 18K yellow gold using advanced PVD craftsmanship — delivering the same weight, shine, and premium feel of a high-end gold chain.
Our signature collections feature 5A-grade Cubic Zirconia (CZ), a scratch-resistant and ethically-sourced alternative to mined diamonds. For a higher-end option, we also offer premium Moissanite, known for its exceptional brilliance and durability. Both stone types give you maximum shine while maintaining an ethical standard that protects the environment.
No, iceX jewelry will never turn your skin green. Our pieces are built with an advanced 5x 18K gold finish engineered to last for several years. The premium quality and hypoallergenic properties of our metal bases have been fully verified by SGS, the world's leading international testing institution.
Every piece of jewelry deserves to be carefully maintained, which requires avoiding harsh conditions. We do not recommend wearing your jewelry while bathing, swimming, or playing sports. Exposure to hot water, chemical soaps, and pool chlorine can degrade the protective finish over time.
Jewelry must be kept dry. When you aren't wearing your pieces, store them in the provided iceX dust bag. Avoid storing your jewelry with rubber products or exposing it directly to colognes, perfumes, hairsprays, or harsh chemicals. Pro-tip: if your climate is highly humid, place a small packet of desiccant silica crystals inside your storage area.
Yes, we do! We craft personalized pendants ranging from numbers, letters, symbols, and logos in S925 Sterling Silver or Brass with a free mockup design. Custom jewelry projects start at $1,000.00 CAD, and production takes 1–3 months. Reach out directly to customorder@icexjewelry.com.
We provide tracked worldwide express shipping. All shipping rates are dynamically calculated at checkout based on your destination and the selected carrier speed.
| Destination | Shipping Method | Estimated Delivery |
|---|---|---|
| Canada (Domestic) | Standard Tracked | 2–6 Business Days |
| Express | 1–2 Business Days | |
| United States | Standard Tracked | 3–5 Business Days |
| Express | 1–2 Business Days | |
| United Kingdom / EU | Standard Tracked | 4–6 Business Days |
| Express | 1–2 Business Days | |
| International | Worldwide Express | 2–4 Business Days |
Note: Orders requiring Express/Overnight dispatch must be finalized by 10:00 AM EST to guarantee same-day shipping. Handling time (1–2 business days) is entirely separate from shipping transit time.
We offer proprietary iceX Package Protection at checkout to insulate our customers from transit mishaps.
If Protected: You are fully covered if your package is lost in transit, stolen post-delivery (porch piracy), or physically damaged during transit. We will issue a full replacement shipment at zero additional cost.
If Unprotected: iceX Jewelry is not liable for carrier errors, porch piracy, or transit damage. Claims must be submitted within 30 days of the last tracking update.
If Protected: You are fully covered if your package is lost in transit, stolen post-delivery (porch piracy), or physically damaged during transit. We will issue a full replacement shipment at zero additional cost.
If Unprotected: iceX Jewelry is not liable for carrier errors, porch piracy, or transit damage. Claims must be submitted within 30 days of the last tracking update.
Taxes are determined by your shipping address; we collect tax strictly within Canada. International orders outside of Canada (USA, UK, EU, Global) may be subject to import duties, local taxes (VAT/GST), or customs brokerage fees levied by your destination country. These fees are not included in your iceX order total and are the sole legal responsibility of the recipient. We declare the full retail value on all commercial invoices.
If an international package is returned to our facility due to non-payment of customs fees, an invalid address, or refusal to sign, the package will be held at our warehouse. For reshipments, the customer is responsible for 50% of the original shipping cost, and iceX Jewelry will subsidize the remaining 50%. Domestic Canadian returns due to minor carrier errors are eligible for one complimentary reshipment.
After placing an order, a confirmation page will display your unique Order Confirmation Number. This breakdown, along with your receipt and order details, will also be sent to your email instantly.
Domestic orders within Canada are processed and charged in CAD, while all international orders outside of Canada are processed and charged in USD using current real-time exchange rates. You can switch your display currency at the top of our website.
Yes, but only if the order has not shipped yet. Please contact our support desk immediately at 431-728-5192 or email support@icexjewelry.com as soon as possible. Changes or cancelations are impossible after a tracking number has been issued.
Orders flagged as fraudulent by our secure payment processors will be automatically canceled. iceX Jewelry will never cancel a legitimate order without reaching out first. If your order was canceled, it's likely we reached out to verify your details and did not hear back, or in cases of duplicate orders.
A tracking number is emailed to you shortly after your order ships, confirming your package is in transit. If tracking hasn't updated immediately, it means the carrier is scanning it at their sorting facility. If it stalls, email support@icexjewelry.com and we'll confirm your order status.
Exchanges and Refunds will be accepted within 30 days of the purchase date.
Return Conditions: Products must be unworn, in sellable condition, and with all original packaging. Damaged, worn, or modified products (scratches, personalization, resizing) cannot be refunded.
Shipping Costs: Customers are responsible for all return shipping postage and fees. Original shipping fees are 100% non-refundable.
Return Conditions: Products must be unworn, in sellable condition, and with all original packaging. Damaged, worn, or modified products (scratches, personalization, resizing) cannot be refunded.
Shipping Costs: Customers are responsible for all return shipping postage and fees. Original shipping fees are 100% non-refundable.
To ensure strict hygiene standards and protect custom craftsmanship, the following items are Final Sale and cannot be returned or exchanged under any circumstances: Made-to-order Moissanite Items, Grillz (Tooth Caps), Earrings, Mystery Boxes, and all Sale/Clearance Items.
All iceX Jewelry products (excluding watches) come with a Lifetime Warranty covering manufacturer's defects (such as faulty clasps or structural detachment upon arrival).
Exclusions: It does not cover accidental damage, normal wear and tear, or general tarnishing from improper care. Discontinued items no longer in stock cannot be replaced.
Missing Stones: Covered strictly for one year after the purchase date.
Watches: iceX watches come with a specialized one-year warranty.
Exclusions: It does not cover accidental damage, normal wear and tear, or general tarnishing from improper care. Discontinued items no longer in stock cannot be replaced.
Missing Stones: Covered strictly for one year after the purchase date.
Watches: iceX watches come with a specialized one-year warranty.
Products specifically labeled as "Tarnish-Resistant" on our store are guaranteed to not tarnish with proper care. Should your eligible piece tarnish, we offer a one-time like-for-like replacement. Exposure to harsh industrial chemicals, perfumes, or a failure to follow proper care will void this guarantee. Visit our Customer Portal, select "Warranty," and upload high-resolution images to submit a claim.
Yes. We are totally committed to protecting your privacy. We never share your information with third parties except as needed to fulfill your order (shipping carriers, secure payment processing, fraud checks) or with your explicit permission.
You can email our support desk at support@icexjewelry.com or call us at 431-728-5192. Our response time is 12–24 hours, Monday–Friday.