1. Is Ice Cold Lmnd. a secure site?
Ice Cold Lmnd. uses a 256-bit SSL certificate to establish a secure encrypted connection between your computer and our servers. This connection protects your sensitive data. All pages, content, credit card, and transaction information is protected by the same level of security used by banks. Our site is hosted by Shopify Inc. (NYSE:SHOP). Backed by the leading e-commerce platform enables us to offer 99.99% uptime and 24/7 monitoring. With a large network of servers placed across the world, we can offer you a secure, robust, and performant eCommerce experience. Our site is also certified Level 1 PCI DSS compliant, the highest level of security certification. This certification signifies we are in compliance with standards for security policies, technologies and ongoing processes that protect our payment systems from breaches and theft of cardholder data.
2. Do you ship Internationally?
Yes we do! After selecting the product(s) you would like to order, simply fill the Check-Out form with all your information and click next. The following page will give you shipping options and pricing. If your address is unavailable for shipping, please contact us directly and we will find a way to get your order to you!
3. How long does it take to ship my order?
We usually ship your order within 24hrs but allow 2-4 days for processing, specially during sales. If there are any delays, we will contact you immediately to let you know.
4. I received only 1 of the items I ordered, why?
We want to ship out your order as fast as possible, so if one of the items you ordered is ready, we do not wait till the other ones are, we ship out what is ready immediately. So you may receive one item faster than the others. Do not worry, your entire order will come! You can track each item you purchased individually when you log in to your account.
5. What is your return policy?
We offer a 7 day return policy if you are not 100% satisfied with the item. Please make sure the items are unworn and still have the tags on them. The refund will be made for your total bill excluding any shipping costs. Simply contact us by e-mail or phone and we will be happy to assist you. Please note: All items on sale or made-to-order products are final and cannot be returned. If there are any manufacturer defects with the item, please contact us.
6. I changed currency to EUR then at checkout my order total went up, why?
Our online shop is registered in the USA so we have to use USD as our primary currency. At checkout, all prices change to USD regardless of what currency you chose while shopping. However, on your credit card statement, it will be charged in the currency of your bank. Please Note: All exchange rates are done in real time.
7. My order has taken over 21 days to arrive, whats going on?
Our shipping time across the globe is usually 7-21 business days. If it takes longer than 21 business days, it could be held at customs. You can track your shipment when you login to your Ice Cold Lemonade profile. If it is taking longer than 30 business days, please send us a message using the contact us page so we can look into it for you.
8. I received my order and my items are 1 - 3 sizes bigger than what I ordered. Why?
Our website is in US sizes, but the items we ship out are in asian sizes. So if you order a medium hoodie, you will receive a Medium, Large, or XL, hoodie depending on the measurements. We measure all items and convert them to US sizes as the majority of our customers are in the US. Please contact us directly if you have any questions or concerns: info@icecoldlmnd.com
9. I made a purchase but haven't received a shipping notification e-mail yet?
Please check your spam / junk folder before contacting us as 99% of the time thats where our notification will go if they aren't in your inbox. Purchase confirmation and shipping confirmation e-mails are automated by our system, if you don't receive one it could be: 1) The e-mail you provided is incorrect. 2) The order hasn't been shipped yet 3) The item has been shipped but e-mail alerts are not working properly. Please contact us after 1 week if you don't receive a shipping or purchase confirmation e-mails.
10. I tracked my order online and some items are coming from China, and others are coming from U.S.A, why?
We have distributors across the globe and your order is fulfilled at the location that can process your order the fastest. So you may be located in U.S.A, but the China distributor might be able to ship it faster than our U.S.A distributor, so the order will be fulfilled in China. So it all depends on which distributor can ship it to your location the fastest. The quality is always consistent, regardless of the location it comes from.
11. I have e-mailed multiple times, messages on twitter, facebook and Instagram and haven't received a reply yet, why?
By contacting us on multiple channels and flood our inbox with e-mails, it seriously adds more work for us as we're not sure if the social media team or our customer service team has already communicated with you, so we have to dig through e-mails and messages to see if we responded. This is obviously time consuming and the more you contact us on different channels, the harder it is for us to get back to you as it falls in different people's laps. The best thing to do is to e-mail once and if you really want to e-mail a second time please do it in the same thread, we usually reply within 48 hrs unless the question you are asking is answered by the auto-reply e-mail you get.
