ICEBYAK CUSTOMER CARE

Shipping & Delivery

Every piece of jewelry is carefully inspected and packaged before leaving our store. Please review our shipping guidelines to understand processing times, delivery expectations, and package protection.

Order Processing Times

We carefully inspect, prepare, and package each order before shipment.

• In-stock jewelry: Most orders ship within 2–3 business days.
• Resized jewelry: Additional time may be needed for resizing and inspection.
• Engraved or personalized jewelry: Processing times depend on the customization requested.
• Special orders: Availability and fulfillment timelines vary and will be communicated when applicable.

Orders placed on weekends or U.S. holidays are generally processed beginning the next business day. Processing may take longer during high-volume sales and holiday periods. If we cannot meet an applicable promised shipping timeframe, we will provide the notices and cancellation or refund options required by law.

Shipping Methods & Delivery Estimates

Available shipping methods, including Standard or Expedited shipping where offered, are displayed at checkout.

• Shipping transit time begins after the order is processed and handed to the carrier.
• Delivery dates are estimates unless expressly guaranteed.
• Weekends, holidays, weather, and carrier disruptions may affect delivery.
• Expedited shipping does not automatically shorten resizing, engraving, or production times.
• Shipping rates and options may vary by destination, package value, and order details.

Tracking & Delivery Confirmation

Once your order ships, you will receive a shipping confirmation email containing your tracking number.

Tracking updates may take time to appear after a label is created or your package is transferred to the carrier.

For security purposes, certain high-value orders may require a signature or additional delivery verification. Customers should arrange to receive packages when a signature is required.

Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout, including apartment, suite, or unit numbers when applicable.

If you notice an address error, please contact us immediately at info@icebyak.com. We will attempt to assist, but address changes cannot be guaranteed once an order is processing or has shipped.

Customer-provided address errors may result in shipping delays, additional carrier charges, or returned packages. Reasonable charges directly resulting from such errors may be the customer's responsibility where legally permitted and properly disclosed.

Returned-to-Sender & Refused Packages

Packages may be returned to ICEBYAK due to:

• Incorrect or incomplete customer-provided addresses
• Unsuccessful delivery attempts
• Packages not collected from the carrier
• Refusal of delivery
• Other delivery restrictions

Once a returned package is received and inspected, we will review the reason for its return and communicate available options.

Reshipping: Customers may request reshipment to a verified address. Additional shipping costs may apply when the return resulted from a customer-provided address error, refused delivery, or failure to collect the package.

Refund requests: If reshipment is declined, any available refund will be handled according to the item's return eligibility, our Returns & Exchanges Policy, and applicable law. Reasonable, documented carrier charges may be deducted where legally permitted and properly disclosed.

If the return resulted from an ICEBYAK fulfillment error or a carrier issue unrelated to the customer's actions, we will review the circumstances and provide an appropriate resolution.

Lost, Missing or Misdelivered Packages

Once a package has been transferred to the shipping carrier, the carrier handles its transportation, tracking, and delivery.

If your package is delayed or missing: Please contact the shipping carrier directly using your tracking number to begin a delivery inquiry or investigation.

If your package is marked delivered but cannot be located: Check your delivery location, household members, building management, parcel lockers, and neighboring delivery areas. Contact the carrier to request a delivery investigation.

If Route protection was purchased: Submit an eligible claim directly through Route according to its claim requirements and deadlines.

ICEBYAK does not control carrier routes, handling, or delivery operations and cannot guarantee recovery of packages lost or stolen during transit.

Delivery disputes are evaluated according to available tracking information, carrier findings, applicable protection coverage, and the customer's rights under applicable law. If the carrier or protection provider requires documentation available only from ICEBYAK, our team can assist with the necessary order or shipment information.

Shipping Protection & Carrier Claims

With Route protection: If your shipment qualifies for coverage, submit your claim directly through Route and follow its investigation procedures and deadlines.

Without Route protection: Your shipment does not have the additional protection offered by Route. For tracking issues, missing packages, or suspected misdelivery, contact the shipping carrier directly to initiate an investigation and determine whether a carrier claim is available.

ICEBYAK is not the shipping carrier and does not control a package's transportation after carrier acceptance. We cannot guarantee carrier delivery performance, recovery of missing packages, or approval of carrier or third-party protection claims.

Route protection is optional and subject to its actual coverage terms, which may exclude certain jewelry, precious metals, stones, or values. Customers should review those terms before purchasing. This policy does not waive any rights or remedies required by applicable law.

Shipping Delays & Unavailable Items

Occasionally, availability, production, or fulfillment issues may affect an order's shipment date.

If an order cannot ship within the applicable promised timeframe, we will communicate the delay and provide revised shipment information and cancellation or refund options required by law.

If an item becomes unavailable, we will contact the customer regarding an appropriate resolution. We will not substitute a different item without the customer's agreement.

Orders Containing Multiple Items

Orders containing multiple items may occasionally ship in separate packages based on availability or processing requirements. Separate tracking numbers may be provided when applicable.

Holiday Shipping & Delivery

During Black Friday, Cyber Monday, and the holiday season, higher order volume and increased carrier demand may affect processing and delivery times.

Holiday shipping deadlines, when announced, apply only to eligible items and shipping destinations. Resized, personalized, custom, and special-order jewelry may require additional processing time.

Holiday order-by deadlines are estimates unless an express delivery guarantee is offered. We recommend placing orders early for special occasions.

International Orders

International shipping is available only to eligible destinations where offered at checkout. Customs duties, import taxes, brokerage fees, and other charges may apply depending on the destination and disclosed shipping terms. Customs processing may affect delivery timelines.

Order Changes & Cancellations

Voluntary cancellation requests must be submitted within 12 hours of order placement by emailing info@icebyak.com.

Cancellation requests may be approved only if the order has not shipped, entered fulfillment, or begun resizing, engraving, customization, or production. Requests are not guaranteed.

These terms do not limit cancellation or refund rights required by applicable law, including in circumstances involving shipment delays.

Returns & Exchanges

For information about eligible returns, restocking fees, store credit, and return authorization, please review our Returns & Exchanges Policy.

View Returns & Exchanges Policy

Questions about your order?

Our team is here to help with order and fulfillment questions.

info@icebyak.com