HOW TO RETURN AN ITEM?
If you are not satisfied with your purchase and wish to return an item, please contact us within 14 days of receiving your order.
Provide your order number as well as the reason for your return. Our customer service team will review the return request and send further instructions if the return is approved.
Only items purchased directly from Ice Crew Store will be accepted.
Returned items must be in their original packaging, including accessories, manuals and documentation.
Returned items must be unused, in the same condition as we ship them to you, and in their original packaging. No stains, folded cards, broken seals/ broken plastic sheets will be accepted. If the condition of the product shipped back to us is not in acceptable condition, we reserve the right not to refund or exchange. Products that have been customized cannot be refunded or exchanged.
Non-returnable items include incorrect products purchased and products damaged by customer mishandling. Returns made without a receipt may be declined. Ice Crew Store reserves the right to deny any return.
WHAT HAPPENS IF THE ITEM(S) I RECEIVED IS DAMAGED OR DEFECTIVE?
Did you receive a defective unit or the wrong product? Are you simply not satisfied with your order?
Please contact our Customer Support team on our contact page to start the return process within 30 days of receiving your order. Please include the following information:
– Order number
– Proof of purchase
– Video or photo of defective product (if applicable)
– Full delivery address
– Contact phone number
– In some cases, you may need to include a video or photo of the defective product as proof to refund or replace the product.
HOW LONG DOES THE RETURN PROCESS LAST?
Processing returns may take up to 14 business days from the day we receive your return. We will send you an email to confirm once your return has been processed.
For returned items, a full refund will be credited for defective products. For non-defective items, the refund excludes all shipping and handling costs.
WHEN WILL I RECEIVE MY REFUND?
All refunds will be credited to your original payment method. If you paid by credit or debit card, refunds will be sent to the card issuing bank within 14 business days of receipt of the returned item or cancellation request. Contact your card issuing bank if you have questions about when the credit will be posted to your account.
If you have not yet received a credit for your return, here’s what to do:
Contact the bank/credit card company. It may take some time before the refund is posted to your account.
HOW DO I CHANGE OR CANCEL MY ORDER?
Please contact us as soon as possible if you need to modify or cancel your order. Be sure to provide your order number and the modification you want to make and we will confirm once the change has been made. Please note that any order that has already been packed or shipped cannot be modified or cancelled.