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Shop the ICE PACK Store

 

Customer Service

Product Purchase and Payment
When you have selected the items you desire to purchase at the ICE-PACK.com eStore simply add them to your shopping cart. We certainly thank you for shopping with us! At the ICE-PACK.com eStore we graciously accept Visa, Mastercard, American Express and Discover credit cards. We also can accept personal checks, and money orders. We can even process your order over the phone if necessary. If you have questions please contact sales@ice-pack.com.

Privacy & Security
Contact information including email address, telephone number, address, etc. that is provided by the customer is used for the purposes of completing the order and marketing ICE-PACK.com products. This includes information pertaining to gift recipients. Financial information including credit card numbers, expiration dates, billing address is used solely to bill the customer for their order. This important information will not be shared with anyone!

Shipping & Delivery
ICE-PACK.com ships all of our products via UPS standard ground delivery service. Expedited shipping service can be provided. Contact customerservice@ice-pack.com for more information.

Receiving Shipments
Upon receipt of your ICE-PACK.com shipment inspect the shipping containers for obvious sights of damage. Open and inspect the contents to insure your order was received intact. Obviously damaged packages should either not be accepted from the carrier or only accepted from the carrier if the carrier makes a formal record of the damage.

Returns & Replacements
If upon inspection you have received an incorrect item, we apologize and upon notification will immediately correct the error. Please immediately contact customerservice@ice-pack.com and you will be issued a Return Merchandise Authorization (RMA) shipping number and label. Please carefully repack the item in its original container and place the label on the outside of the box. Put all the instructions and documentation in the original container with the item and send it back to us, prepaid UPS or insured USPS mail. ICE-PACK will reimburse you for your shipping costs and will send you the correct item.

If you have a defective item please contact customerservice@ice-pack.com and you will be issued a Return Merchandise Authorization (RMA) shipping number. Carefully repack the shipment in its original container and place the label on the outside of the shipping box with all the instructions and documentation in its original container and mail it back, prepaid UPS or insured US mail. ICE-PACK will reimburse you for your shipping costs on items we determine at our sole discretion to be defective.

Should a package be refused or returned to us unopened, the customer will be charged a restocking fee of 15% of the order amount. If the package is subsequently reshipped to the customer an additional shipping fee will be charged.