HOW DO I CLEAN MY JEWELRY?
For plated jewelry, we recommend using a soft dry cloth to wipe your jewelry clean after every use.
WHY WAS MY ORDER CANCELLED?
Occasionally, our system will automatically cancel orders that have a high risk profile. Our system looks at a number of factors when evaluating the risk of an order. The primary reasons that orders get canceled are the delivery address is different from billing address, and the billing address provided is different from address on file with your banking institution. Any charges associated with orders that are suspected of being fraudulent will immediately be voided. If your order is mistakenly canceled, we recommend reordering with billing and shipping information that matches the information your banking instution has on file.
CAN I CANCEL MY ORDER?
When we receive an order, we begin processing that order immediately, as we always wish to provide a positive customer experience by our speed and efficiency. While we cannot cancel or change an order once it has been placed, you are welcome to return your items in accordance with our return policy once your order has been delivered to you.
MY TRACKING SAYS DELIVERED, BUT I HAVE NOT RECEIVED MY PACKAGE.
If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it; you must contact us within 10 days to file a claim.
SpicyIce is not liable for missing or lost packages once tracking shows delivered. Please be sure to monitor the tracking number we provide to you with your shipping confirmation to follow your order until it's delivered. Should your tracking indicate that the order has been delivered, and you are unable to locate your package, please check with your neighbors to see if they received the delivery on your behalf. Also, be sure to check around your door, porch, and garage. If you live in an apartment, make sure the item hasn't been delivered to the leasing office.
We will assist you in working with the carrier to complete the claims process. Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used).
We do not issue refunds or credits for packages that the carrier confirms as being delivered.
DO YOU SHIP INTERNATIONALLY?
All international orders are shipped Fedex (approximately 4-6 business days). All applicable customs and import duties and fees, taxes and any other charges and fees are the responsibility of the customer (even if you refuse any shipments upon delivery).
We ship your package DDU, "duties and taxes unpaid", and we do not collect the VAT, duties and/or taxes and cannot predict what your particular charges may be. If your order does require these additional charges, they must be paid by you in order for your package to clear customs. Some countries may require additional fees paid Collect on Delivery (COD). These fees are paid to the local carrier and are not collected by SpicyIce. SpicyIce has no control over what local governments charge, and does not collect this money. By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.
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. Shipments that are refused or abandoned because of unexpected import fees, the cost of the total order including original shipping and any return shipping charges will not be refunded.
WHY WON'T MY DISCOUNT CODE WORK?
First, be sure that the discount code hasn't expired. Most discount codes are valid for a limited time. Also, be sure that you copy and paste the discount to avoid any typos. Finally,discount codes are not valid on sale items or solid gold items. If you are still having issues, feel free to contact us and we'll assist you.
DO YOU OFFER PHONE SUPPORT?
We don't currently offer phone support. We do get one or two requests a month for phone support, but when we ship over a thousand packages a month, we just don't feel the costs of offering phone support (it's very expensive) makes sense just to handle a couple calls a month. Having this extra feature would ultimately mean raising our prices, and it just doesn't make business sense.
We’re happy to answer your questions through email or through facebook messenger. We do understand this is not the preferred way of receiving support for some, but we have not yet encountered an issue that we could not resolve with a customer via email.