Shipping Policy

TRACKING YOUR PARCEL

We will have your package ready and delivered as soon as possible after you place your order. Tracking information is automatically emailed to all customers, if you do not receive this email, please check your spam folder.

If you have any questions about shipping, please email: service@icetopluxe.com.

CAN I CANCEL OR MODIFY MY ORDER?

You can cancel or make changes to your order only within three hours of the order being placed since we are unable to make any changes to an order after this time frame; as our warehouse team starts processing orders within minutes of being placed. If you placed the order by mistake or don’t want the items you can go through the returns process to send your order back to us.

RETURNS / EXCHANGES
Exchanges / Refunds will be given up to 30 days from when the product was received. Please make sure that you have carefully reviewed your order before finalizing your purchase. 

In order to return an item, you must meet the following conditions: 

• The return must be sent back within 14 days of the delivery date.

• The item must be unused, unworn and resell-able condition.

• The item must be returned with its original packing. 

We are unable to refund your original or return postage costs unless the product is faulty / incorrect.

For more information please read our Return Policy.

To start your return process please contact: service@icetopluxe.com. You will receive a reply within 48 working hours. 

DUTIES & Taxes

We ship to over 220+ countries worldwide! When ordering outside of Canada & USA, the recipient is responsible for assuring the product can be imported to the destination country.

The recipient is the importer of record and must comply with all laws and regulations of the destination country. The recipient of an international shipment may be subject to import taxes, customs duties and fees, which are imposed once a shipment reaches the recipient’s country.

Customs, duties, and taxes are non-refundable: so, a shipment that is refused because of unexpected import fees, the cost of the total order including original shipping and any return shipping charges will not be refunded. Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. Normal customs clearance is 1 business day.

To avoid a delay in receiving your order from customs, we strongly suggest:

• Providing a phone number where you can be reached by customs when your product arrives. This phone number will be listed on the commercial invoice so customs can reach you to clear your order.

• Please do not refuse a shipment or ignore requests from carriers regarding duty and/or tax liability charges. Be aware that most carriers will hold a shipment for 5 days after arrival in your country before they abandon or return it to the sender.

Please note that orders subject to any sales promotion will be taxed at the true commercial value rather than the 100% discount of the item(s).

If you have any questions regarding your international order, please email us at service@icetopluxe.com.

TERMS & CONDITIONS

• Shipments to Alaska, Hawaii, Virgin Islands and Puerto Rico may require additional payment and shipping time.

• In the event that your order cannot be shipped, you will be contacted by one of our customer service representative.

• Orders will be processed and shipped within 3-5 business days. 

• You will receive an email confirmation with tracking information when your order is shipped.

• ICETOP LUXE reserves the right to cancel any order that appears suspicious or fraudulent. All fraudulent transactions will be reported to proper authorities.

• Regarding packages that are marked delivered by the carrier, either USPS, Canada Post or DHL, UPS, FedEx, Purolator, ICETOP LUXE is not liable for lost packages.

• If you encounter any fulfillment issues with your order, you have 14 days from delivery date to contact us to request a resolution.