Frequently Asked Questions
Need a quick answer to one of our top questions? We got you.
Yes, we offer buy now pay later using Affirm, Afterpay, and Shop Pay. You can choose a payment plan for up to 12 months without any interest or fees. See if you qualify for financing!
Step 1: Reach Out to Us
You have several ways to initiate your custom project with us:
Option 1: Fill out our free custom jewelry form for a quote.
Option 2: Send us a Direct Message on Instagram @icecartel
Step 2: Specify Your Design
Tell us exactly what you want to have as the design for your piece or let our team of specialists find a design for you.
Pro Tip: The more reference images you can provide, the better. If you don't have any, we'll send you examples to help guide your choice of style.
Step 3: Review and Confirm Quote
Once we understand your requirements, you'll receive a quote for your custom pendant. If you decide to proceed, a downpayment of $250 is required.
Step 4: Initial Design Concepts
After confirming the quote and making the downpayment, our design team will create multiple initial design concepts for you within 24-48 hours.
Step 5: CAD Design
Once you're happy with an initial design concept, we'll proceed to the detailed CAD Design phase. This stage also takes about 24-48 hours, and you have unlimited revisions until you're completely satisfied.
Note: The initial $250 downpayment will be deducted from the final cost of the pendant.
Step 6: Final Payment and Production
After the CAD design is finalized, we'll request the remaining payment. Then our production team will begin crafting your custom piece.
Step 7: Stay Updated
We'll keep you in the loop during production, sending you images of the progress.
Step 8: Delivery
The production process usually takes between 3-4 weeks, and shipping takes approximately 4 days via FedEx or UPS.
We're excited to work with you on your custom piece! Feel free to reach out if you have any questions or need further information.
To track your purchase in realtime, please go to our order tracking page.
In-stock items are shipped within 24 hours after purchasing. You will receive a tracking confirmation email as soon as your order has shipped. For custom orders and made-to-order items, the processing time is up to 4 weeks.
ICECARTEL is incorporated in the USA, with offices in Brooklyn, New York, and fulfillment operations based in California.
Every order is hand-delivered to you personally. Our couriers don't leave packages on doorsteps or in your yard. We deliver it to you personally and request an adult signature from the buyer.
That way we ensure every package gets delivered to the rightful owner and nothing gets stolen or lost.
WE ONLY ACCEPT RETURNS in case your order arrives incorrect or damaged.
If your order arrives damaged or incorrect, you can return it for repair or exchange within 14 days from the date your order was delivered. We do not offer refunds in any case.
In the rare case that your order DOES NOT ARRIVE, we will send you a FULL REFUND.
You can review our complete refund policy from HERE
In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:
1. Your order number
2. The name of the item you did not receive
3. The name of the item you received
4. A clear photograph of the item you have received.
Once we’ve received the above info, our Customer Success team will get this sorted for you ASAP!
Yes, moissanite jewelry passes the diamond tester.
Orders are sent for processing within minutes of being place, meaning we are unable to make any changes to your order once you’ve hit the "Order now" button, this includes the following:
- Changing the item or size
- Delivery/billing address
- Adding items to your order
- Shipping method
Order Cancellation & Refund Fees
If you wish to cancel your order after it has been placed, we may charge a cancellation fee of 10–20% of the order total to cover processing, packaging, logistics, and payment handling costs.
- If the order has already been shipped, additional shipping costs may apply and cannot be refunded.
- This fee helps us offset the operational costs associated with preparing your order.
By placing an order, you agree to these terms.
If you've entered the wrong information during checkout, contact us immediately!
Necklaces, bracelets, and rings can usually be resized or adjusted by a local jeweler. We also sell extra links for bracelets and chains.
Shipping Locations & Carriers
Most in-stock items ship directly from our warehouse in Los Angeles, California.
If an item is low in stock, it may ship instead from one of our overseas warehouses in Europe, via FedEx or DHL. This does not affect delivery time.
All shipments — domestic or international — are insured and delivered by UPS, DHL, or FedEx.
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Processing Time
Orders are processed and shipped daily between 7 AM–3 PM (Los Angeles time). Orders placed before 1 PM (LA time) ship the same day.
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At Delivery
A valid ID and signature are required to receive your package.
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Free Shipping
Orders over $200 qualify for free shipping.
We process a high volume of orders every day, and sometimes orders can get damaged during shipping.
In case you receive a damaged item, please contact us immediately and we will provide you with a replacement.
Normal wear and accidental damage are not covered. Most local jewelers can replate or repair the item if needed.
