1. Customer Service
 

• Contact Us: Our dedicated customer service team is here to assist you. Reach out via email at service@icestore.com or by phone at 1-800-697-1468 during business hours. 310-550-0307 for International clients.

• Response Time: We aim to respond to all inquiries within 24 hours on business days.

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2. Payment Options

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• Accepted Domestic Payment Methods: We accept cash as well as all major credit cards (Visa, Mastercard, American Express, Diners Club and Discover) as well as bank transfers, bank checks, money orders, personal checks and Bitcoin (BTC). International clients will choose between bank transfer and Bitcoin.

• We accept Bitcoin (BTC)

• Secure Transactions: All transactions are encrypted and secure. We do not store credit card information.

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3. Pricing and Discounts
 

• Competitive Pricing: Icestore.com sets the standard for low pricing, even online. We offer a highly curated selection of GIA certified diamonds, natural yellow diamonds, lab-grown diamonds and fancy color lab grown diamonds at the lowest prices online and significantly below traditional retailers.

• Price Matching: If you find an identical item at a lower price from a reputable online retailer, contact us to discuss a potential price break. We will beat any legitimate competitor's price.

• Sales and Promotions: We occasionally offer special promotions and discounts. Sign up for our newsletter to stay informed about upcoming sales.

 

4. Shipping Policy
 

• Domestic Shipping: We offer free shipping within the United States on all orders over $1,000. Orders are shipped via reputable carriers, Fedex, UPS and USPS and typically arrive within 5-7 business days after processing.

• International Shipping: We ship worldwide and do business worldwide except those countries expressly prohibited by US law. Delivery times vary by location and typically range from 5–10 business days. Please note that international customers are responsible for any customs duties or taxes.

• Order Processing: Orders are processed within 1–3 business days. You will receive an email confirmation with tracking details as soon as your order ships.

• Signature Requirement: To ensure secure delivery, all shipments require an adult signature upon receipt.

5. Return and Exchange Policy
 

• 30-Day Return Window - Loose Diamonds: We want you to love your purchase. If you are not completely satisfied, we accept returns within 30 days of delivery for a full refund, exchange, or store credit.

• Return Conditions: Returned items must be in their original, undamaged condition, with all documentation and original packaging.

• Return Process: Please contact our customer service team at service@icestore.com to initiate a return. We will provide a prepaid return label for domestic returns. For international returns, shipping costs are the customer’s responsibility.

• Refund Timeline: Refunds are typically processed within 5–10 business days after we receive and inspect the returned item. Original shipping fees are non-refundable.

• Finished Jewelry Returns (Engagement Ring Settings, Bracelets, Necklaces, Earrings, and Bangles)

• Custom-Created Quality: Each piece of finished jewelry—including engagement ring settings, bracelets, necklaces, earrings, and bangles—is custom crafted with the utmost care and attention to quality. We take pride in ensuring each item meets our extreme standards for beauty and durability.

• Exchange or Store Credit: Returns of finished jewelry are accepted for an exchange or store credit. Please note that refunds to the original payment method are not available for these custom-crafted items.

• Return Conditions: All items must be returned in their original, unworn condition with accompanying documentation and packaging. Contact our customer service team at service@icestore.com to initiate the return process.

 

6. Warranty and Repair Policy
 

• Lifetime Warranty: We offer a lifetime warranty covering manufacturing defects on all our diamonds and jewelry. If you experience any issues related to craftsmanship, contact us for a complimentary repair.

• Repair Services: For issues beyond our warranty coverage, we offer professional repair services at competitive rates. Contact our team for a quote and shipping instructions.

• Exclusions: Normal wear and tear, loss, or damage caused by accidents or misuse are not covered by the warranty. We recommend that all customers obtain insurance coverage for their valuable jewelry.
   

7. Privacy Policy
 

• Data Security: We value your privacy and take data protection seriously. Icestore.com uses advanced encryption technology to protect your personal information.

• Information Usage: We only use your information to fulfill orders and provide customer service. We do not share, sell, or distribute your information to third parties without your consent, except as required by law.

• Cookies: We use cookies to enhance the shopping experience on our website. You may adjust your browser settings to disable cookies if preferred.
   

8. Eco-Friendly Commitment
 

• Sustainable Sourcing: We prioritize sustainable and ethical practices, offering lab-grown diamonds as an eco-friendly option alongside responsibly sourced natural diamonds.

• Environmental Responsibility: As part of our commitment to the planet, we employ sustainable packaging materials whenever possible and partner with suppliers who share our dedication to environmental stewardship.

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