Question 1:Do I need to have an account to order?
Answer:No, you can also place an order as a guest. But, there are some perks if you have an account with us:
- Quick checkout process
- Easily view your order status and order history
- Receive updates detailing our new releases and special promotions
Question 2:What if I forgot my password?
Answer:On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.
Question 3:What if I typed the wrong email address?
Answer:Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.
Question 4:Are there any exchange rates?
Answer:All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
Question 5:What payment methods do you accept?
Answer:We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.
Question 6:How secure is my online order?
Answer:When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider’s network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.
Question 7:How do I change or cancel my order?
Answer:We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment. Any cancellation made after an order has been placed, will be subject to a cancellation fee of USD 0.50 regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations. Please note that any orders that have already been packed or shipped cannot be cancelled.
Question 8:How do I set my shipping address?
Answer:Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter “?” to “c”.
Question 9:Can I change my shipping address after placing an order?
Answer:Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacation address as we do not know how long the destination’s customs department will have the package on hold.
Question 10:When will my order arrive?
Answer:All orders are processed within 5 business days of the order being placed and shipped out the next day after the processing day. Shipment will arrive in 15-25 business days after the shipment date, depending on the availability of the carrier provider and location. We do apologize that shipment delay may occur if the shipment requires Customs clearance or inspection, or transportation delay caused by carrier service.
Question 11:How do I track my order?
Answer:We will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number one day after we have shipped your order. You can track your order here:https://icesugarstore.com/track-your-order/
Question 12:Can I use several discount codes in one order?
Answer:Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.
Question 13:What Do I Do If I Have Missing Items In My Order?
Answer:If something is still missing, please contact us immediately.
SHIPPING AND CUSTOMS
Question 14:When will my order be processed?
Answer:All orders are handled and shipped out from our warehouse in China. Please allow extra time for your order to be processed during holidays and sale seasons. We processes orders between Monday and Friday. All orders are processed within 5 business days and shipped out the next day after the processing day. Shipment will arrive in 15-25 business days after the shipment date, depending on the availability of the carrier provider and location. We do apologize that shipment delay may occur if the shipment requires Customs clearance or inspection, or transportation delay caused by carrier service.
Question 15:How will my order be shipped?
Answer:Generally, we provide free shipping for all customers and all orders.
Question 16:Will I be charged with customs and taxes?
Answer:The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
Question 17:Is my order eligible for free shipping?
Answer:We provide free shipping method for all customers and all orders on our website.
Question 18:How do I return an item?
Answer:If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved. For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.
Question 19:Will shipping be covered for my returns?
Answer:All return shipping fees and other miscellaneous fees are the responsibility of the customer.
Question 20:What if the item(s) I received are defective/incorrect/damaged?
Answer:Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
Question 21:How long is the returns process?
Answer:Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
Question 22:When will I receive my refund?
Answer:All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven’t received a credit for your return yet, here’s what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.