REFUND POLICY
Return and Exchange Policies
We strive for customer satisfaction with every purchase. However, we understand that sometimes a product may not meet your individual expectations. Which is why we offer a 14-Day return and exchange policy to our customers.
By using our website and making a purchase, you acknowledge that you have read, understood, and agree to be bound by these terms and conditions. Please read the following guidelines carefully to understand our policies:
Terms & Conditions for Exchanges & Returns:
Customers may return or exchange eligible items within 14 days of the delivery date.
Customers are allowed free returns for exchanges, but will have to pay for return shipping when returning for a refund.
Used Gear Collection & Clearance items are not eligible for returns or refunds.
Exchange Policy:
Exchanges are subject to availability. If the requested eligible exchange item is not available, a refund can be issued following the refund policy outlined above.
Refund Policy:
Refunds will be issued for the cost of the item(s) returned, excluding any shipping fees, or other non-refundable services.
Refunds will be processed within 1-2 business days of receiving the returned item(s) and will be credited to the original payment method. Please allow 2-3 weeks from the time we receive your item for your refund to reflect in your account. If it has been over 3 weeks and you still do not have your refund credit, email us at customersupport@iceolateplus.com with your tracking information so we can find your item and expedite your request.
Partial Refund Policy:
Company reserves the right to offer partial refunds to customers in the event that product tags are removed or the product is damaged upon return; subject to the terms and eligibility criteria outlined below.
Refund Eligibility Criteria:
To be eligible for a full refund, items must be sent back undamaged, and in the same condition as received, including original packaging (if possible).
Item(s) must be sent back in sellable "like new" condition with inside tags still attached and no personalized markings on items.
If inside tags are marked or removed, only a partial refund will be issued, deducting a percentage of the original purchase price.
Items must be sent back free from stains, odors, deodorant marks, frays, tears, personalized writing, and other obvious signs of usage or damage.
Items must be returned in the same condition as they were received, with no alterations or modifications.
All Items returned will be inspected when they arrive at the warehouse. If there is damage from overuse, neglect, or improper care; item(s) will be documented and will be subject to only receiving a partial refund. If the product is damaged beyond repair or resale, no refund will be issued, and the customer may be liable for the full cost of the product.
Partial Refund Policy for Returned Damaged Items:
The amount of the partial refund will be determined based on the extent of damage to the product upon return. Items that may result in partial refund deduction are items that are inspected and show signs of over-usage, including but not limited to stains, odors, major fraying/pilling to fabric, tears, removed inside tags, and or personalized writing on item.
Partial refunds will be issued to the original form of payment used for the purchase within 1-3 business days of approval. Ice-olate Plus reserves the right to refuse or delay partial refunds if the returned product does not meet the eligibility criteria outlined in these terms and conditions.
Modification of Terms: Ice-olate Plus reserves the right to modify or update these terms and conditions for partial refunds at any time without prior notice. Customers are encouraged to review the terms and conditions regularly for any changes. If you have any questions or require further clarification regarding our partial refunds policy, please contact our customer service team at customersupport@iceolateplus.com.
PLEASE FOLLOW THESE STEPS TO RETURN OR EXCHANGE ITEM
To initiate a return or exchange all you need is your email and order number that was provided to you via email when you placed the order.
Click Here to initiate your request.
Once your request is approved, you will receive a return authorization and instructions on how to return the item(s).
For exchanges, the replacement item(s) will be shipped out once the return is approved and processed which can take up to 1-2 business days.
Pack the item(s) securely in the original packaging (if possible), or appropriate size box or bag. Include original packing slip and or print your return email instructions with your Order# and place it inside the package.
Ship the item(s) back to us using a trackable shipping method. Please note if you are returning for a refund that you are responsible for return shipping costs unless the return is due to an error on our part. It is recommended that you send your returned package insured with a service that provides a tracking number as we need to be able to locate your package in the event of a shipping error; If we are unable to locate your return, we will be unable to issue a refund.
Return Shipping Address:
Please send all returns and exchanges to the address listed below:
Ice-olate Plus
11113 W Elbow Dr.
Tampa, FL 33612- United States
GENTLY USED GEAR ITEMS AND FINAL SALE ITEMS ARE NOT ELIGIBLE FOR RETURN
Gently-Used Gear: These products are discounted because they were either used as demos for events/shows, or were returned/exchanged within our 14-day return policy, and may have variations of minor aesthetic imperfections due to light usage that does not affect functionality of the product. By purchasing gently used gear from our website, you acknowledge that these items may exhibit signs of wear or usage and are not eligible for returns. Customers are responsible for ensuring the correct size by referring to sizing chart and measurement guidelines before purchasing.
Final Sale Items: Products that are significantly discounted or on clearance and sold as final sale are not eligible for returns or refunds.
Please note that our gently-Used gear may have varying degrees of minor Imperfections that can include or be a combination of any of the following:
Pilling of fabric
Fraying threads on seams
Wrinkled or bent straps
Scratches or blemishes
Minor stains or marks
Wrinkled or used tags
May need to be hand washed
Quality Assurance: We conduct thorough inspections when items are returned or exchanged at our warehouse to ensure that our gently used gear products meet quality standards and authenticity, in that all items are functional and in presentable/resalable condition.
Shipping & Delivery
We normally ship orders Monday - Friday and within 1-2 business days of order placement. Domestic orders can take up to 2-4 business days to arrive. International shipments are limited, and can take up to 4-7 business days to arrive.
You will receive a tracking number via email after your order has been shipped.
Shipping and Handling Charges:
Shipping and handling charges apply to all orders placed with Ice-olate Plus. The shipping and handling charges are calculated based on various factors, including the cost of handling, destination of the shipment, the weight and dimensions of the package, and the selected shipping method.
Shipping Methods:
Ice-olate Plus offers multiple shipping methods to accommodate the preferences and needs of our customers. Customers can choose their preferred shipping method during the checkout process, subject to availability and shipping restrictions.
Delivery Timeframes:
Estimated delivery timeframes for each shipping method are provided to customers during the checkout process. While Ice-olate Plus makes every effort to ensure timely delivery of orders, we cannot guarantee delivery within the estimated time frames due to factors beyond our control, such as weather conditions, customs delays, or carrier disruptions.
International Shipping:
Ice-olate Plus offers international shipping to select destinations, subject to applicable shipping restrictions and regulations. Customers may be responsible for any customs duties, taxes, or import fees imposed by the destination country.
Order Processing Time:
Orders are typically processed and shipped within 1-2 business days of order placement, unless otherwise specified. Customers will receive an email notification with tracking information once their order has been shipped.
Shipping Address Accuracy:
Customers are responsible for providing accurate and complete shipping address information at the time of order placement. Ice-olate Plus is not liable for any delays, misdeliveries, or undeliverable shipments resulting from inaccurate or incomplete shipping address information provided by the customer.
Shipping Fees:
Shipping fees are non-refundable, except in cases where Ice-olate Plus is responsible for a shipping error or if the customer qualifies for a refund under our return policy.
Customer Received Damaged or Defective Item:
If an item is defective or damaged upon receipt, please document by sending a photo to our customer support team. Refer to our Replacement Policy below.
Replacement Policy:
We only replace items if they are defective or damaged. Please document with photographs and email to us within 48 hours of receiving product(s) to customer support at customersupport@iceolateplus.com.
We will respond and promptly send you instructions for replacing the product.
We aim to return all correspondence within 24 hours or the next business day.
Limited Time Warranty Policy
Ice-olate Plus Limited Warranty policy will be in effect for 90 days from the original purchase date. The policy applies only to products sold directly through The Ice-olate Plus e-commerce website or through authorized retailers. Products purchased through third party resellers (EBay, Craigslist, Amazon, Distributor Locations, Social Media, Facebook Marketplace, etc.) are not covered by this warranty policy.
Warranty Coverage:
Ice-olate Plus is warranted against defects in materials and workmanship for a period of 90 days from the date of purchase.
This warranty covers manufacturing defects and failures that occur under normal use and conditions.
The warranty does not cover damage resulting from misuse, abuse, accidents, improper use, or modifications to the products.
Warranty Claims:
To make a warranty claim, please contact our customer service team at customersupport@iceolateplus.com within the warranty period.
You will need to provide proof of purchase, including the date of purchase and place of purchase, along with a description of the issue you are experiencing.
Our customer service team will assess the warranty claim and determine the appropriate course of action, which may include repair, replacement, or refund, at our discretion.
The warranty claim is made by the original purchaser of the product
The product has not been damaged by accident, misuse, abuse or modification
The product has not been in washer or dryer
The product identification tags are intact
Claims have been made within the applicable warranty period
Exclusions and Limitations:
This limited warranty is non-transferable and applies only to the original purchaser of the Ice-olate Plus.
The warranty does not cover fit, normal wear and tear, cosmetic damage, or damage caused by improper use, neglect, or accidents.
Any unauthorized repairs or modifications to the product will void the warranty.
Our liability under this warranty is limited to the repair, replacement, or refund of the defective product, and we shall not be liable for any incidental or consequential damages.
Our Limited Warranty does not cover cosmetic or whole garment damage including, but not limited to:
Snagged fibers, threads, and surface pilling
Rips, tears, abrasions that may be encountered during or outside intended use
Discoloration, staining, or fading
Odors, deodorant marks, or perfumes.
Damage caused by misuse, abuse, neglect or accident either intentional or unintentional including prolonged exposure to natural elements.
Failure to follow care instructions
Any issues that may occur outside of the warranty period
Any product purchased from third party resellers or non-authorized marketplaces
1. How to Obtain Service:
If you believe your Ice-olate Plus is eligible for warranty service, please contact our customer service team at customersupport@iceolateplus.com.
Our team will guide you through the warranty claim process and provide instructions for returning the product if necessary.
2. Governing Law:
This limited warranty is governed by the laws of Hillsborough County, without regard to its conflict of law principles.
By using Ice-olate Plus you agree to the terms and conditions of this limited warranty policy and warranty of fitness for a particular purpose If you have any questions or concerns about this warranty, please contact our customer service team for assistance.
How to make a Warranty Claim:
Email us directly with warranty claim to customersupport@iceolateplus.com
Upon receipt of your claim, Ice-olate Plus at its sole discretion:
a. Accept the claim for warranty service
b. Request you send the product back to Ice-olate Plus for further evaluation
c. Repair the damaged component
d. Replace the product with a similar model or style
e. Provide a full or partial credit toward purchase of a new product from Ice-olate Plus’ web store
f. Deny your claim
g. If a product is returned to Ice-olate Plus and it is determined not to be covered under warranty, the product will be returned to you.
Ice-olate Plus reserves the right to deny warranty service to any person who, in Ice-olate Plus’ discretion, abuses the product or the warranty policy.
If you have any questions please contact our customer service below:
Customer Support Contact: customersupport@iceolateplus.com.