Shipping policy

Shipping Policy

Last updated: July 1, 2026

This Shipping Policy explains how ICEBOX, INC. and Icebox Diamonds & Watches (“Icebox,” “we,” “us,” or “our”) process, ship, insure, and handle delivery of orders placed through our website or approved by our team.

Shipping Options

Icebox offers secure, insured shipping for eligible orders. Available shipping options and prices are displayed at checkout and may vary based on destination, item value, item availability, shipping method, order verification requirements, and other security considerations.

All Icebox shipments include tracking and insurance for the item value.

Domestic Shipping

We ship to eligible addresses within the United States using trusted carriers. Domestic shipments include:

Discreet Packaging

Orders are shipped in plain, unmarked packaging with no indication that the package contains jewelry, watches, diamonds, or other valuables.

Insurance

Shipments are insured for the value of the item for your protection.

Tracking

Once your order ships, you will receive tracking information by email.

Adult Signature Required

An adult signature is required upon delivery. For security, an adult aged 21 years or older may be required to sign for the package.

Shipping costs are calculated based on the destination, item value, selected shipping speed, and available shipping method. Final shipping costs are shown at checkout.

International Shipping

Icebox ships to select international destinations. International shipping availability may vary by destination, item value, carrier availability, customs rules, insurance eligibility, and other security or legal requirements.

International orders may be shipped through carriers such as FedEx, DHL, or another approved carrier selected by Icebox.

International shipments include tracking and insurance for the item value where available. An adult signature is required upon delivery. For security, an adult aged 21 years or older may be required to sign for the package.

Customs, Duties, Taxes & Import Fees

International customers are responsible for all customs fees, duties, taxes, import charges, brokerage fees, and other charges imposed by the destination country or region.

These charges are determined by the destination country or region and are not included in the product price or shipping cost unless expressly stated at checkout.

Upon arrival at customs, the carrier or customs authority may contact the recipient to arrange payment of applicable charges.

If an international package is delayed, returned, lost, abandoned, or otherwise affected because the recipient fails to pay required customs fees, duties, taxes, import charges, or related fees, Icebox is not responsible for issuing a refund.

Order Processing & Shipping Timelines

Processing and shipping timelines vary based on item availability, production status, customization, sizing, order verification, payment confirmation, shipping destination, and carrier availability.

In-stock items may ship faster than made-to-order, custom, sized, modified, or specially produced items.

Custom design projects and made-to-order items may have variable timelines depending on the complexity of the project, production requirements, sourcing, design approvals, and communication with the customer.

Processing times and delivery estimates are estimates only and do not include shipping transit time unless expressly stated. Delays may occur due to peak seasons, holidays, order verification, carrier issues, customs clearance, weather, security review, or circumstances outside Icebox’s control.

Order Verification May Delay Shipping

Because Icebox sells high-value jewelry, watches, diamonds, and related products, certain orders may require additional fraud, identity, payment, or security verification before shipment.

If verification is required, Icebox may contact you for additional information. Failure to complete required verification may delay or cancel your order.

Tracking & Delivery

Once your order ships, Icebox will send tracking information to the email address associated with your order.

You are responsible for monitoring tracking, being available for delivery, and ensuring that an eligible adult is present to sign for the package.

Icebox is not responsible for delivery delays caused by the carrier, failed delivery attempts, incorrect or incomplete addresses, recipient unavailability, customs delays, weather, security holds, or other events outside our control.

Address Accuracy

You are responsible for providing a complete and accurate shipping address at checkout.

Icebox is not responsible for delays, failed delivery, returned packages, lost packages, or other issues caused by incorrect, incomplete, or undeliverable addresses provided by the customer.

Once an order has been confirmed or shipped, address changes may not be available.

Lost, Damaged, or Tampered Packages

If your package is lost, damaged, or appears to have been tampered with before delivery, contact Icebox immediately.

Email: orders@icebox.com
Phone: 770-828-5440

Please include your name, order number, phone number, tracking number, and a description of the issue.

Icebox will initiate a carrier claim investigation and keep you updated on the progress. Refunds, replacements, exchanges, or other resolutions will not be issued until the carrier investigation is completed. Carrier investigations may take up to 90 days.

Icebox is not responsible for issuing a refund if a package goes missing, is returned, is delayed, or is abandoned due to the recipient’s failure to pay international customs fees, duties, taxes, or import charges.

Shipping Items Back to Icebox

If Icebox authorizes you to ship an item back for an approved exchange, warranty claim, repair, inspection, ring sizing, or other approved reason, you must follow the shipping instructions provided by our team.

Do not ship any item back to Icebox without authorization.

Unless otherwise instructed, any shipment sent back to Icebox must:

Be shipped through an approved carrier, such as UPS, DHL, or another carrier authorized by Icebox.

Be insured for the full value of the item.

Be packaged securely and discreetly.

Not disclose that the package contains jewelry, watches, diamonds, or valuables.

Include the customer’s name, return address, order number, and any required authorization number.

Icebox is not liable for loss, theft, or damage that occurs while an item is being shipped back to us.

Contact

For shipping questions, delivery issues, tracking support, or international shipping questions, contact Icebox:

ICEBOX, INC.
Icebox Diamonds & Watches
3255 Peachtree Road NE, Suite 2
Atlanta, GA 30305
United States

Email: orders@icebox.com
Phone: 770-828-5440