Shipping policy

SHIPPING ESTIMATES & RATES

All shipping rates are dynamically calculated at checkout based on destination weight and selected carrier speed.

Destination Shipping Method Estimated Delivery Window
CANADA (Domestic)

Standard Tracked


Express

2 – 6 Business Days


1 – 2 Business Days
UNITED STATES

Standard Tracked


Express

3 – 5 Business Days


1 – 2 Business Days
UNITED KINGDOM / EU

Standard Tracked


Express

4 – 6 Business Days


1 – 2 Business Days
INTERNATIONAL Worldwide Express 2 – 4 Business Days

 

ORDER PROCESSING

  • Fulfillment Schedule: Orders are processed and shipped Monday through Friday, excluding major Canadian statutory holidays.

  • Handling Time: Most orders are prepared and handed to carriers within 1-2 business days. Please allow up to 5 business days during peak holiday drops or high-volume sales events.

  • Delivery Time vs. Processing Time: Shipping upgrade delivery windows (such as Express or Next-Day) begin once the package leaves our facility and is scanned by the carrier, not from the exact date/time the order is placed. Handling time is entirely separate from shipping transit time.

iceX PACKAGE PROTECTION

We offer proprietary iceX Package Protection at checkout to insulate our customers from transit mishaps.

  • If your order includes Package Protection, you are fully covered for:

    • Packages confirmed lost or missing in transit by carrier tracking.

    • Packages stolen post-delivery.

    • Items physically damaged during shipping transit (excluding manufacturer's defects).

    • In the event of an approved claim, ICEX Jewelry will issue a full replacement shipment at zero additional cost to you.

  • If Package Protection is NOT added at checkout:

    • iceX Jewelry is not liable for carrier errors, porch piracy, or transit damage. We will only provide a return shipping label if a confirmed warehouse error occurs (e.g., the wrong item was sent).

EXPEDITED SHIPPING CUTOFFS (2-DAY & OVERNIGHT)

  • Daily Cutoff: Orders requiring Express/Overnight shipping must be finalized by 10:00 AM EST (Eastern Standard Time) to guarantee same-day dispatch. Orders placed after this cutoff will ship the following business day.

  • Exclusions: Expedited shipping methods do not schedule deliveries on weekends and cannot deliver to P.O. Boxes or military bases (APO/FPO).

INTERNATIONAL SHIPPING TERMS & DUTIES

  • Promotional Exclusions: Free shipping tier promotions and local discounts do not automatically apply to international shipments unless explicitly stated.

  • Import Taxes & Customs Fees: International orders outside of Canada may be subject to import duties, local taxes (VAT/GST), customs brokerage fees, or handling charges levied by the destination country's customs authority. These fees are not included in your iceX order total and are the sole legal responsibility of the recipient.

  • Declaration Accuracy: In strict accordance with Canadian and international customs export regulations, the full retail value of all merchandise will be declared on the commercial invoice, regardless of discount codes utilized. iceX Jewelry cannot alter declared values or mark packages as "gifts."

International Return-to-Sender Shipments

If an international package is returned to our facility due to non-payment of customs fees, an invalid address, or refusal to sign, the following rules apply:

  • The package will be held at our warehouse, and the customer will be notified via email to resolve the issue.

  • For Reshipments: The customer is responsible for 50% of the original shipping cost, and ICEX Jewelry will subsidize the remaining 50%. This applies to all international return-to-sender scenarios outside our direct control.

  • Note: Domestic Canadian return-to-sender orders due to minor carrier errors are eligible for one complimentary reshipment on us.

CARRIER RESPONSIBILITY & TRACKING

  • Finality of Dispatch: Once a package leaves our fulfillment center and enters the carrier network, iceX Jewelry cannot reroute, intercept, or modify any delivery address details.

  • Tracking Transparency: Customers have access to the exact same tracking telemetry provided to our team. Once a package transits into the destination country, all localized delivery queries must be directed to your local mail carrier (e.g., USPS for USA, Royal Mail for UK) utilizing the provided tracking number.

SHIPPING FEE REFUND POLICY

  • Shipping fees are 100% non-refundable once an order has been picked up by the carrier, as shipping is considered a completed service.

  • Shipping fees will only be refunded if:

    1. A verified fulfillment error was made by ICEX Jewelry (e.g., incorrect item or size variation shipped).

    2. The package is officially confirmed as "Lost in Transit" directly by the carrier after an internal investigation, and responsibility is determined to be on our end.

  • Refund exclusions: We do not refund shipping costs for carrier delays due to weather, local customs processing backlogs, incorrect address inputs, or international customs refusals.

DELIVERY ESTIMATES, DELAYS & ISSUES

  • All listed delivery windows are estimates only and are not guaranteed. Unforeseen delays may occur due to severe weather events, carrier strikes, or peak Q4 shipping bottlenecks.

  • Lost Package Claims: iceX Jewelry allows the carrier the full statutory delivery timeframe to complete the shipment before initiating a claim. If your package has stalled past its delivery window, please contact us to open a formal investigation.

  • Contact Support: To request any logistics assistance, please email our support desk with your full name and order number:

    • Email: support@icexjewelry.com

    • Support Window: Response within 12-24 hours, Monday–Friday.