General Shipment Info
Our Shipping department operates during standard business hours, Monday through Friday, from 9:00 am to 5:00 pm EST. We are closed on weekends and observe all major US holidays.
Orders may take up to 5 business days to process and pack. It's important to note that this processing time is separate from the actual shipping duration.
Orders placed during weekends or on holidays, whether domestic or international, will be shipped within two business days following the next business day. It is important to note that external factors may contribute to delays, and ICY RICH assumes no responsibility for any delays or damages incurred in transit by postal services, couriers, or customs agencies.
You can anticipate receiving a tracking number for your order within 24 hours from the moment of shipment. These notifications are automated and encompass comprehensive shipping details. In the event that you do not receive the notification, we kindly suggest checking your spam folder before reaching out to ICY RICH.
To ensure the successful delivery of your order, please provide your information and address in English. Once an order is placed, we cannot make any changes to it. Please review and confirm that all information is accurate before finalizing your order. We are not liable for any mistakes in addresses input by customers. Both your shipping and billing addresses must be entered in English to guarantee the successful delivery of your order.
All shipments are free. However, it's essential to clarify that this free shipping offer doesn't apply to refunds and exchanges.
Shipping Options:
We offer two shipping options for your convenience:
- Free Standard Shipping: Takes 3-9 business days.
- Free Expedited Shipping: Takes 3-5 business days.
The decision which option to go for is entirely the ICY RICH’s.
Please note that the estimated shipping durations are in business days and do not include the processing time mentioned earlier.
In the unfortunate event of lost or stolen items, we kindly request you to contact our customer service directly. We are committed to addressing such issues promptly and providing the necessary assistance.
Should you have any questions or concerns, please feel free to contact us via email at Info@icyrichusa.com. We are here to assist you.
Stock Availability Disclaimer:
Subject to stock availability, we strive to maintain accurate stock counts on our website. However, occasional stock discrepancies may occur, and we may not be able to fulfill all your items at the time of purchase. In such instances, we will fulfill the available products and promptly contact you. We will discuss whether you would prefer to await the restocking of the backordered item or if you would prefer us to process a refund. Your satisfaction is of utmost importance to us, and we appreciate your understanding in such situations.
Return Due to Change of Mind Policy:
ICY RICH USA is pleased to accept returns due to a change of mind provided that a return request is submitted within 14 days of receiving the item. The items must be returned to us in their original packaging, unused, and in re-sellable condition. Return shipping costs will be covered by the customer, and they are responsible for arranging their own shipping.
Once the returns are received and accepted, we will process refunds in the form of store credit for a future purchase. You will be notified via email once this process is complete. Please note that ICY RICH USA will refund the value of the goods returned but will not refund the value of any shipping paid.
We appreciate your understanding and cooperation with our return policy. If you have any questions or concerns, please don't hesitate to contact our customer service team for assistance.
Order Processing and Delivery Information:
- Out of Stock Items: If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.
- Delivery Time Exceeded: Should the delivery time exceed the forecasted duration, please contact us promptly so that we can conduct a thorough investigation.
- Tracking Notifications: Upon dispatch, customers will receive a tracking link. This link allows them to monitor the progress of their shipment based on the latest updates provided by the shipping provider.
- Parcels Damaged In Transit: In the unfortunate event that you find a parcel damaged in transit, if possible, please reject the parcel from the courier and immediately get in touch with our customer service. If the parcel has been delivered in your absence, please contact customer service for guidance on the next steps.
Sales Tax Information:
Sales tax has already been applied to the price of the goods as displayed on the website. The displayed price includes the relevant sales tax, providing transparency in the overall cost of your purchase. If you have any specific inquiries or need further clarification regarding sales tax, please do not hesitate to contact our customer service team. We are here to assist you with any questions you may have.
Order Cancellation Policy:
If you change your mind before receiving your order, we can accept cancellations at any time before the order has been dispatched. Once an order has been dispatched, please refer to our refund policy for further guidance on the next steps.
Insurance Information:
Parcels are insured for loss and damage up to the value as stated by the courier.
Process for Parcel Damaged in-Transit: In the event that a parcel is damaged in-transit, we will initiate a refund or replacement as soon as the courier has completed their investigation into the claim.
Process for Parcel Lost in-Transit: If a parcel is deemed lost in-transit after the courier's investigation, we will promptly process a refund or replacement. Moreover it’s important to note that ICY RICH will not be responsible for any item with a tracking status showing "delivered." Once the tracking indicates that the item has been successfully delivered, the responsibility for the item transfers to the recipient.
Customer service for all customer service enquiries, please email us at Info@icyrichusa.com