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How can we help?

FAQ

Where is IceATL Based?

IceATL is incorporated in Wyoming, USA. We have offices in Atlanta, Georgia.

How can I contact IceATL?

Contact us through one of the following channels:

  • Instagram @iceatlcom
  • Whatsapp +1 678 666 0042
  • Email support@iceatl.com
Does moissanite jewelry tarnish or fade?

If You take good care of Your moissanite jewelry, it will never tarnish or fade.

Our jewelry is made with 925 sterling silver and with a thick layer of 14K Gold Vermeil, which is one of the most durable forms of moissanite jewelry available today.

How To Prevent Damage to Moissanite Jewelry

What is your refund policy?

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.

Furthermore, all CAD design purchases are non-refundable. If you decide not to make your pendant the sale is final and your deposit will not be returned.

How to purchase custom jewelry?

Step 1: Reach Out to Us

Contact us through one of the following channels:

  • Instagram @iceatlcom
  • Whatsapp +1 678 666 0042
  • Email support@iceatl.com

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.

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 $100 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 $100 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 1-2 weeks, and shipping takes approximately 4 days via DHL.

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.

How can I track my order?

To track your purchase in realtime, please go to our order tracking page.

In-stock items are shipped within 48 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 3 weeks.

How long does shipping take?

Processing Time

Processing time differs from product to product. Some in-stock items can be shipped out within 48 hours, while custom orders and made-to-order items may take 3-4 weeks. Once your order is shipped, you will receive a shipping notification to your email address notifying you of your tracking details and the projected delivery date. 

Orders ship Monday through Friday. Orders are not being shipped during weekends. 

  • USA, UK, Canada Delivery Time:

Fedex/DHL: 4-7 business days

  • International Delivery Time:

Fedex/DHL: 5-9 business days

Does moissanite pass the diamond tester?

Yes. All IceATL jewelry is guaranteed to pass the diamond tester. Moissanite and diamonds have almost identical conductive properties, which is what diamond testers rely on to determine the result.