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Common Customer Questions

F.A.Q's

How long is the shipping process?

Tracking and Insurance

All orders will receive full tracking information via email and/or SMS text. Please allow 4-5 business days to process due to Covid-19.

IceTheGang is not liable for missing or lost packages once tracking shows delivered. Please use the tracking number we provide to follow your order until it is delivered. Should you never receive your order, but the tracking number shows that it’s been delivered, please check with your mailman, neighbors or building manager/mail room, before contacting us. If you are still unable to locate the package, please reach out to us and we will file a claim. Based on the outcome of the claim, we may or may not be able to replace your order.

Hold at location is available at UPS.com / UPS My Choice App with your tracking information if you will not be home for delivery on expedited services.

Free:

IceTheGang ships UPS Ground and/or USPS Mail services are used for standard shipping, as well as faster carriers depending on location. These services are offered for FREE on all orders at checkout. Please allow 14-21 business days for delivery (16-24 days for AK, HI, and U.S. Territories). PO box addresses are allowed.

Expedited:

Expedited shipping services are available at checkout for most items and locations. Delivery will be made by the fastest option available during business days depending on delivery location. We cannot deliver to domestic PO boxes with expedited services unless the physical address of the PO boxes is stated on shipping address. Please allow for 7-14 business days for delivery.

Military APO/AFO:

Military and diplomatic addresses ship for FREE via USPS Mail. Please allow 3-4  weeks for delivery. Orders to military and diplomatic addresses are limited to $300 USD due to USPS insurance policies.



International:

Availability:

IceTheGang ships to over 220+ countries worldwide!

Standard Economy:

UPS international Ground (Canada/Mexico) and/or post services are used for international economy shipping. This service is offered for FREE on all orders.

Expedited:

International expedited services are available at check out for most items and locations.

**All orders $249 USD or above will be shipped w/ signature required service.

I didn't receive my package but my tracking number says it was delivered?

IceTheGang is not liable for missing or lost packages once tracking shows delivered. Please use the tracking number we provide to follow your order until it is delivered. Should you never receive your order, but the tracking number shows that it’s been delivered, please check with your mailman, neighbors or building manager/mail room, before contacting us. If you are still unable to locate the package, please reach out to us and we will file a claim. Based on the outcome of the claim, we may or may not be able to replace your order.

Is the jewelry made with real gold/silver/rhodium?


Yes, we only use 14-18k yellow gold, real .925 sterling silver, and genuine white/black rhodium. All of our products are thoroughly tested for quality and durability before, during and after production. We meet all regulations set by the Jewelry Vigilance Committee.

What is the return/exchange policy?

IceTheGang accepts returns/exchanges within 14 days of the date your item was delivered. If you would like to return/exchange any item(s), an authorization form is required. To obtain an Authorization Form, please contact customer support via email icethegangcustomerservice@gmail.com, or via our customer support chat line.

Warranties are only honored with warranty cards. Please contact customer service support for a warranty card.

Exchanges/Refunds are only accepted with packing slip (Do not discard Packing list).

SOLID GOLD:

Solid Gold items are not subject to returns, due to the fact that each piece is made to order. Solid Gold items are subject to repair only at a fee of $99. Please contact our customer support to receive the Authorization Form. 

CUSTOMIZED JEWELRY:

There are NO returns/exchanges on IceTheGangs Customized Necklaces. All of our Customized Necklaces are guaranteed under a lifetime warranty. The warranty entitles you to a one-time repair of the piece - free of charge. IceTheGang will repair the item if you experience any defects in craftsmanship or breakage due to manufacture defects. Warranty is voided on user damage issues (ie: water damage, accidental breakage, etc) . There is a 59 USD repair fee if you encounter future problems, only for repairable items. On Custom Script Pendant (only), If you would like to make an exchange for a different chain length, there is a 49 USD handling fee. Once any of our custom piece goes into production, there can be NO cancellations.


*Shipping paid on Returned Items is non-refundable.*

*IceTheGang will reimburse or pay for return shipping only in the event that we have erred. For example: if IceTheGang were to send you the incorrect piece of jewelry.

What methods of payment are accepted?

The following methods of payment are accepted:

All major credit/debit cards such as: Visa, MasterCard, American Express, Discover, etc…
Pre-Paid Debit Cards
PayPal
Sezzle - pay in 4 equal installments, no credit required.

How should I store/protect my jewelry?

Jewelry should be kept dry. If your jewelry is not used frequently, keep it stored in the provided dust bag. Good storage boxes are lined with tarnish-proof fabric and have a separate space for each individual piece. If your climate is humid, place a small packet of desiccant crystals inside your storage area. Avoid storing the jewelry with rubber products. Always remove your jewelry when applying colognes, perfumes or other chemical products.

Chlorine, especially at elevated temperatures, can permanently damage or discolor your gold jewelry. Gently clean your gold or vermeil jewelry with a soft polishing cloth. Be sure not to over-polish jewelry, especially vermeil, because it can damage the finish.

Is you jewelry gold plated?

Our gold plated products are finished using the same quality specifications as our vermeil jewelry. The process we use is the highest quality plating available. This process allows our gold plated jewelry to last longer than any typical gold plating you may be used to. We are constantly working to improve processes to ensure our products are the longest lasting available.

What is Vermeil?


Vermeil is a term used to describe high-quality jewelry that must meet the following standards:

1.) The base metal is .925 Sterling Silver (no brass, copper, nickel, or tungsten)

2.) The gold karat must be at least 12K. We utilize 18K and 14K, depending on the piece.

3.) The gold must be at least 2.5 microns thick. This is much thicker than electroplating or typical gold dipped jewelry and will outlast typical gold plated items.

*All Vermeil items are a 925 sterling silver base, except Franco and Tennis chains which are made of a stainless steel base due to the chain style.*

What are the steps to placing a custom order?


IceTheGang offers customized designs ranging from numbers, letters, symbols, and logos. Any personalized pendant you want, we can craft for you! All custom orders will be Solid Gold material, White Solid Gold, or Sterling Silver upon request. The minimum quote for a custom order is $1,000, with a $250.00 deposit fee which is applied in full toward the cost of the piece if you move forward to build it. Please contact icethegangcustomersupport@gmail.com if you have questions.

If I have other questions that the FAQ page was unable to answer, how can I get help?


If we are unable to answer your question, please visit the contact us tab and provide us with the question and how we can assist you. We will respond to the request within 24 hours during regular business hours. You may reach out to us directly at icethegangcustomerservice@gmail.com, be sure to include your name, order number, and any other important information that will allow us to better serve your request.

If I have a question regarding my Solid Gold Order, how can I get help?


Your personalized item takes time to craft and test; please allow 4-6 weeks for delivery of your solid gold order. Discount codes are not valid on solid gold items. Solid Gold items are not subject to returns, due to the fact that each piece is made to order. Solid Gold items are subject to repair only at a fee of $99. If you have any other questions regarding your Solid Gold purchase, please contact icethegangcustomerservice@gmailcom

Watch sales are final and are excluded from all discount codes on the site unless specifically noted. IceTheGang has the final call in all pricing discrepancies.

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