How can we help?

FAQ - Frequently Asked Questions

Top 5 Questions

How to 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 to buy custom jewelry?

Step 1: Contact us

1. Send us a Direct Message on Instagram @iceatlcom
2. Fill out our free custom jewelry form. Our team will get back to you within 24 hours.

When explaining your ideas to us, you can send us reference images, a sketch or just briefly explain your idea to us.

If you don't have a specific design in mind, we'll create a completely tailored design based on your idea.

Step 2: $100 Down Payment & CAD design

Once we fully understand your design, our team will provide you with a quote and ask you to make the down payment of $100.

Within 48 hours after the down payment, we will send you a 3D mock-up of exactly how your custom project will look like. You can make unlimited revisions and adjustments to the design until you are 101% satisfied.

The down payment will be deducted from the final payment amount.

Step 3: Manufacturing

Once you have confirmed the CAD design, our team will ask you to pay the remaining balance to start the production process.

Manufacturing takes 1-2 weeks. During this time, our team will send you images/videos of your custom project.

Step 4: Delivery

Once your custom piece is finished, we will send you video and photos of your custom piece for confirmation.

Once you have confirmed that everything is correct, we will deliver it to you within 4 business days using Fedex or UPS.

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.

 

YOU CAN RETURN YOUR ORDER, IF :


  • Your order arrives broken or damaged.

If your order arrives damaged, you can send it back to us for repairs, OR you can take it to your local jeweler and we will cover all fees associated with the repair. 

  • You received the wrong item, size or color.

You can return the item for free and we'll send you the correct item.

Do you offer financing?

Yes. We've partnered with Affirm to offer monthly payments for up to 36 months without any interest or fees. See if you qualify for financing!

Ordering

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

Can I apply a discount code after ordering?

Unfortunately, discount codes cannot be applied retrospectively after an order has been placed.

Can I edit my order after purchasing?

Because orders are sent for processing within minutes of being place, we are unable to make any changes to your order once you’ve hit the ‘order now’ button, this includes the following:

1. Changing the item or size
2. Delivery/billing address
3. Adding items to your order
4. Shipping method


If you've entered the wrong information during checkout, please contact us immediately!

Can I cancel my order?

Because orders are sent for processing within minutes of being place, we are unable to make any changes to your order once you’ve hit the ‘order now’ button, this includes the following:

1. Changing the item or size
2. Delivery/billing address
3. Adding items to your order
4. Shipping method


If you've entered the wrong information during checkout, please contact us immediately!

Product info

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.

How to protect and store jewelry?

Every order includes a custom IceATL jewelry box, designed for safekeeping and storing your jewelry.

To keep your jewelry in pristine condition, you should:

  • Not wear jewelry during workouts
  • Avoid exposure to harsh chemicals (chlorine, salt water)
  • Avoid wearing multiple pieces of jewelry at the same time, as this can cause scratching.

Clean your jewelry with water and a cleaning cloth.

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

Guarantee

What is the IceATL Guarantee?

We are fully committed to creating and providing the best standard of jewelry, which is why we offer the IceATL Guarantee for all purchases of jewelry. 

If your product arrives damaged or has any manufacturing defect during arrival, our guarantee entitles you to a one-time replacement of the piece - free of charge. 

This Guarantee is voided under any user damage issues (scratches and accidental breakage).

IceATL Guarantee does not cover lost or stolen items.

About us

Where is IceATL based?

ICEATL is incorporated in Wyoming, USA. We have offices in Atlanta, Georgia. We currently have warehouses in USA and Hong Kong.

Do you have a physical location?

Our NY Showroom is appointment only and by minimum budget of $100k per client. Contact us to visit!

shipping & delivery

Where are orders shipped from?

Most in-stock items ship directly from our offices in Atlanta, Georgia.

In case of limited stock, orders are being shipped from our overseas warehouses in Europe and Hong Kong using Fedex and DHL. This does not affect the delivery time.

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. 

Shipping Time

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

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

How to 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.

returns & refunds

I received a damaged item. What do I do?

In the rare case that you have received a defective item, please contact us immediately!

I want to exchange my items. What do I do?

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 RETURN YOUR ORDER, IF:

  • Your order arrives broken or damaged.

If your order arrives damaged, you can send it back to us for repairs, OR you can take it to your local jeweler and we will cover all fees associated with the repair. 

  • You received the wrong item, size or color.

You can return the item for free and we'll send you the correct item.

If you wish to exchange your items, please contact us immediately.

When will I receive a refund?

We aim to process your refund within 5 working days from receipt of the return to our warehouse. After we have sent your refund, you will receive an email notification.

Please note it can take a further 5 working days for the funds to clear into your account. This processing time depends on your bank so please contact them directly if 5 working days have passed and you have not received the funds.