FAQs

Q: DOES ICY AVENUE SHIP INTERNATIONALLY?

A: Yes! We ship to most countries, please feel free to message us to ask if we ship to yours.

Q: ITS BEEN OVER A WEEK AND MY ORDER HAS NOT SHIPPED YET?

A: Many times, our popular items may be backed up in production due to their high demand and may take a few days longer so we please ask that you be patient, we guarantee that we are working very hard on each and every order. As soon as your order is finished, it will be shipped out and you will receive a tracking number via email. Also, if you ordered a custom piece, please keep in mind that our custom products are handmade and take between 6-12 Business Days to make.

Q: WILL I RECEIVE MY ORDER?

A: At Icy Avenue we do everything that we can to make sure that each order is safely and securely delivered and we urge all of our customers to double check their address before submitting each order to ensure that it is sent to the correct address. We also encourage all our customers to monitor their orders delivery using their provided tracking number(s) to ensure that the delivery is going smoothly and that the delivery address they use is one that they trust and is easily accessible, safe and unlikely to be vulnerable to theft and stolen packages. 

If your tracking number updates as delivered and you have not received your package, first double check your mailbox and around your door. Second, ask your local neighbors / front office if they received any packages by accident. If you are still unable to find your package please send us an email and contact your local post office to make sure it was delivered.

*Icy Avenue is not responsible for any wrong addresses, lost, or stolen packages, so please make sure that when entering in a delivery address, that the address you enter is correct, safe, and is one that you trust.*

Q: IS THIS WEBSITE SECURE WITH MY PERSONAL INFORMATION?

A: Absolutely! We use SSL security to ensure all your personal information is encrypted. We do not store your credit card information and it will only be used one-time only upon the purchasing of your product. Then your credit card information will be purged.

Q: HOW DO I PLACE AN ORDER ON THE WEBSITE?

A: Simply find the pieces you want and click the "Add To Cart" button. Fill in your shipping and billing information and we'll have your order shipped out to you as soon as possible!

Q: DOES ICY AVENUE PROVIDE A QUALITY GUARANTEE FOR ALL THE PRODUCTS BEING SOLD?

A: Absolutely! If you do not like the product or the product is damaged, contact us immediately! We do all we can to ensure you have the best possible shopping experience. You can contact us and we'll get it addressed asap!

Q: WHAT IS THE RETURN POLICY?

A: If for any reason you are not fully satisfied with your purchase, please send us an email at support@icyavenue.com explaining your situation and we will handle your request as soon as possible.

Shipping fees are non-refundable unless you receive the wrong item or if the item you received is badly damaged.

Customized jewelry is non-refundable unless the wrong item was received or the product is badly damaged.

You can cancel any order that is not custom within 12 hours of placing the order for store credit by emailing us at support@icyavenue.com.

Feel free to visit our Refund Policy Page for complete details.

Q: MY SON/DAUGHTER MADE A PURCHASE WITHOUT MY PERMISSION - WHAT DO I DO?

All buyers under the age of 18 must check with a legal parent/guardian before making a purchase. By making a purchase you verify that you are 18 years of age. 

Q: WHAT DO I DO IF MY QUESTION IS NOT ANSWERED HERE?

If you have any additional questions that are not addressed in our FAQ. Please contact us and we will get back to you as soon as possible.