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Frequently Asked Questions

My Account

HOW DO I CREATE AN ACCOUNT?
Registering for an account is easy! Just navigate to our registration page and complete the form with a valid e-mail address. Once complete, you will receive an email to verify your account.
HOW DO I MAKE CHANGES TO MY ACCOUNT?
You can update your account information at any time by logging in and clicking My Account on the top right corner on our website. From there, you will be able to access info such as IceCarats points balance (you earned those!), available rewards, order history, and even create a Wish List too!

Product Care & Sizing

HOW SHOULD I TAKE CARE OF MY JEWELRY?
For best results, we recommend keeping your jewelry away from perspiration, water, perfume, and cosmetics. Your pieces are delicate and precious, and should be treated with care. We also recommend taking off your jewelry before sleeping,showering, bathing, or swimming. Storage in the pouch will help maintain luster as well as prolong its life. If you need to clean your jewelry, only use non-abrasive cotton or microfiber cloth.

For more details, check out our Jewelry Care page.
HOW DO I FIND MY RING SIZE?
It’s simple! Determine your ring size with these three easy steps:
Materials
1. Scissors
2. A strip of paper long enough to fit around your finger
3. Writing tool to mark the spot.
4. Ruler
Pro Tips
1. Measure your ring size at the end of the day, when your finger is the largest, for the most accurate measurement. 😉
2. Measure your ring size several times.
3. Get the finger circumference (in mm) to determine the ring size.

Orders & Payment

IF A PRODUCT IS OUT OF STOCK, CAN I ADD MYSELF TO A WAITLIST?
You can add yourself to a waitlist for a sold out product by navigating to the product page and clicking the “Notify Me When Available” button. We will send you an email notification as soon as the product is available for purchase again. You'll be the first to know when we restock!
DO YOU HAVE A TRADE-IN POLICY?
No, we do not offer trade-in options.
WHAT IS AFTERPAY?
Afterpay is a payment option which allows customers to split the payment into 4 equal installments, every 2 weeks.
HOW DOES AFTERPAY WORK?
Select Afterpay at checkout and fill out a short form to get an instant approval decision. Afterpay will then pay us (IceCarats) the full amount upfront so we can ship your orders out right away. The cost of the order is then split into 4 equal installments, every 2 weeks. Always zero interest and never additional fees when shoppers pay on time. Please visit AfterPay.com for more information.
WHAT IF I HAVE PLACED A DUPLICATE ORDER?
Not sure if you only made an order once? A possible duplicate order? Kindly contact our Customer Service Department toll-free at 1800.737.7759 or via email at info@icecarats.com, and we'll make sure that everything gets appropriately corrected out to your satisfaction.
WHY WAS MY ORDER DECLINED?
Orders can be declined for multiple reasons. If your card is expired or the amount exceeds your credit limit, our system will not authorize orders. Also, please double check that the billing information is correct. We ask you to kindly make sure that all details you have entered are accurate to avoid having any issues with the order.
IF I AM PURCHASING A GIFT FOR SOMEONE, WILL THEY KNOW HOW MUCH I PAID?
No. Only the billing address will receive an invoice with the prices on it. A bill without the cost is sent together with the order that is being shipped to another location.
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
We're happy to accept all major credit cards and Paypal. Any available payment methods will be displayed on our checkout page. If you do not see a specific payment method listed on the checkout page, it means we do not accept that payment method.

At this time, we are unable to split payment between multiple payment methods and we do not offer cash on delivery (COD).

We also got a Buy Now. Pay Later payment option with afterpay. Click here for more info.
WILL I BE CHARGED DUTIES OR TAXES ON MY ORDER?
Domestic Orders (within the United States)
Domestic orders may be subject to sales and state taxes. These taxes are calculated according to the state or province of the shipping address, and are included in the final price of your order before completing payment. If you decide to return any items in your order, you will be refunded the cost of the item and any applicable tax paid.

International Orders
We're proud to offer fast, reliable, and free shipping on every international order (any orders shipped outside the United States) via International USPS Standard. All Duties & Taxes are included. There will be no additional fees upon the receipt of the package.
IS MY PAYMENT INFORMATION SAFE?
We assure you that your payment information is always safe when you order from IceCarats. Our website incorporates physical, electronic, and administrative procedures to safeguard the confidentiality of your personal information, including Secure Sockets Layer (SSL) for all financial transactions.
DO YOU OFFER GIFT CARDS?
Yes! Digital Gift e-Cards are available for purchase in denominations of $25, $50, $100, $200, and $500. After purchasing a Digital Gift Card, you will receive an order confirmation email. You will also receive a separate email with your unique 16-digit gift card number and a link to access the gift card. If you are giving this gift card, we recommend forwarding the email with the card number and link to them. To apply a gift card to your order, enter your gift card number at checkout in the field labeled “Gift Card or discount code”.
WHERE DO I ENTER MY GIFT CARD OR DISCOUNT CODE?
You can apply a discount code or Digital Gift Card to your order on our checkout page. Please enter the gift card number or discount code in the field labeled “Gift card or discount code”. Please note only one discount code can be used per order.
CAN THE ITEM(S) IN MY ORDER BE GIFT WRAPPED?
We do not offer complimentary gift wrapping services at this time, but all purchases include a complimentary gift box, at no additional charge!
I WANT TO CHANGE OR CANCEL MY ORDER.
Our team works quickly to fulfill orders so we can get your jewelry to you as soon as possible. Therefore, we are unable to make changes or cancel orders once they have been shipped. If you have entered an incorrect shipping address or have questions about the status of your order, please contact us immediately via live chat or call 800-737-7759, as soon as possible.

We will do our best to accommodate your request, but we cannot make any guarantees.

But don’t worry, we got a hassle free, 30 days return policy so, we can issue you a prompt refund when the package is routed back to us. Check the back of your invoice for return policy details.
DO YOU OFFER PRICE ADJUSTMENTS?
100% PRICE MATCH GUARANTEE We believe in offering the highest quality products at the very best prices available. We guarantee to match any major retailer for identical products sold for prices less than what we offer at IceCarats.com.


Here is how it works:
If you have found a price (product + shipping + tax) lower than ours on a competing site, please email a link to the URL competitor's product page to: info@icecarats.com

If you can purchase the identical product for less than what's available at IceCarats.com, we'll match that price! We will honor price adjustments for any products that go on sale within 30 days of the original purchase date. Hip Hip Hooray!

Products Education

WHAT'S A KARAT? WHAT'S THE DIFFERENCE BETWEEN KARAT AND CARAT?
Carat is used to measure diamonds. Carat is considered as the measurement of a diamond's weight and not its size. Always take into consideration that actual size can vary depending on your screen resolutions, monitor size, etc. As for the Karat, it is the measurement of the purity of gold. Pure gold is 24 karats. Karat is also considered as the fineness of gold. Though Carat and Karat have prominent meanings, the difference of a letter is big!
WHAT IS THE DIFFERENCE BETWEEN WHITE GOLD AND PLATINUM?
White Gold is known to be one of the most popular choices of metals. The highest quality of white gold is in 18k Gold and Palladium. The white metals create a white color in the gold. Compared to white gold, platinum weighs heavier, weighing almost twice as much as karat gold. It is stronger and durable compared to other metals.
WHY IS 18K GOLD MORE VALUABLE THAN 14K?
Gold is considered as a malleable type of metal, which indicates that the lesser the karat of gold is, the harder the alloy is present. So, the higher the karat is, the softer the metal it becomes. 14K tends to tarnish or corrode slower than the 18k. Due to it being harder than 18k, it is more durable when it comes to scratches, bending, or scuff. We recommend buying 14k gold instead of the 18k as it is not only more affordable; hence, it also has no significant downsides. Perfect for active wearers on a budget!
WHAT IS THE DIFFERENCE BETWEEN LAB GROWN DIAMONDS AND DIAMOND SIMULANTS?
Diamond simulants, such as cubic zirconia and moissanite, look similar to diamonds but are not true carbon crystals. Simulants do not have the same chemical and physical properties as natural diamonds and therefore sell at much lower prices than man made diamonds. Simulants can be distinguished from natural or lab grown diamonds using only the naked eye.
ARE LAB GROWN DIAMONDS LESS EXPENSIVE THAN NATURAL DIAMONDS?
Lab created diamonds offer excellent value, and are more affordable than natural diamonds of comparable size and quality.
WHAT DOES SEMI-SOLID JEWELRY MEAN?
This means the item is not solid through-and-through. It's hollowed inside out and lightweight.

Shipping & Tracking

WHERE DO YOU SHIP FROM? DO YOU SHIP TO ME?
"We ship all orders from our fulfillment centres in the USA, Canada and the UK. Please note we do not have any store locations, and cannot facilitate pick-ups or customer support in person at this time. We currently ship everywhere in the United States, including Alaska and Hawaii, as well as over 200 countries worldwide."
WHEN WILL MY BACKORDER ITEM GET SHIPPED?
For backorder items, once we have the items in stock again in our warehouse, you will immediately be notified with the new tracking information.
WHAT SHIPPING METHODS DO YOU OFFER, AND HOW MUCH DO THEY COST?
We're proud to offer fast, reliable, and free shipping on every order. All of the orders are sent via trackable delivery method with regular ground shipping (generally USPS, FedEx, or UPS). At IceCarats, we provide fully insured shipping and take pride in getting your order to you as quickly as possible.

The average transit time is between 1-7 business days for any destination in the contiguous United States and 5-7 Business Days for Canada and International Shipping. We offer free shipping to both Canada and international shipping too! Click here for more information.
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
All shipping estimates (domestic and international) are approximate and listed in business days. Our team works quickly to fulfill orders so we can get your jewelry to you as soon as possible. Orders may take longer than expected to arrive based on inclement weather, holidays, and/or carrier delays, and this is out of our control. Please note business days do not include weekends or holidays.

Domestic (within the United States)
We ship orders Monday through Friday. Tracking information will become available 1–2 business days after ordering.

International
We ship orders Monday through Friday. Tracking information will become available 1–2 business days after ordering.

Order Processing Times

All orders require 1-2 business days processing time. Orders placed after 2PM PST Friday will be shipping the following Monday. Orders placed on Weekends or Holidays will be processed out the next business day.

All orders are subject to availability and credit authentication. During sale and holiday periods, additional processing time may be required.

DO YOU SHIP TO P.O. BOXES?

For orders shipped to P.O. Box addresses, rural postal codes, and remote locations considered "beyond points", we can reach your destination through Standard shipping only. Please allow additional time for orders shipped to these addresses. Please note some brands cannot be shipped to PO Boxes.

Club IceCarats Loyalty Program

WHAT IS CLUB ICECARATS?
Club IceCarats is our loyalty and rewards program. You can earn gold points towards discounts and more! Check out our page for more details.
HOW DO I JOIN CLUB ICECARATS?
Any customer can join CLUB ICECARATS for free! Simply sign up by entering your name and email address on our registration page. You will need to create an account in order to start earning and redeeming points.
DO I NEED TO CREATE A SEPARATE ACCOUNT FROM THE ACCOUNT I PREVIOUSLY SUBSCRIBED WITH?
Congrats! If you already sign up and have an account with us, you’re automatically enrolled in Club IceCarats. Log in and check out your dashboard.
HOW CAN I EARN GOLD POINTS?
Every purchase you make is rewarded with points! You can also earn gold points by following us on social media, referring friends, sharing feedback on our products, and more.

Returns & Exchanges

WHAT IS YOUR RETURN POLICY?
We are thrilled to have you as a customer and want you to have a dazzling jewelry shopping experience with us. If you are not satisfied with your purchase, feel free to return it for a refund or exchange within 30 days from the date when you got your package. Returned jewelry needs to be in its original condition; including gift boxes and velvet pouches, and not show any sign of wear, damage, or alteration. Unfortunately, we can’t accept returns any other way. To start the return process, navigate to our Returns page start the process
HOW DO I MAKE A RETURN?
Be sure to inspect your items promptly upon receipt for shipping errors or manufacturing defects. Defective merchandise must be reported within five business days of receipt.

In order to return an item, customers must fill out a return authorization form in order to receive a Return Merchandise Authorization Number (RMA). Returns lacking a corresponding RMA may be delayed or returned to the customer.

If the item is being returned due to a manufacturer's defect or because we shipped the wrong item, IceCarats.com will pay for all shipping fees** related to making the return for store credit, or exchange.

If the item is being returned for any other reason, the shipping fees related to the returned item are the customer's responsibility. This includes fees to return the item to our facility as well as fees related to shipping a replacement item to the customer, when applicable.

We advise all customers to return their items via a carrier (like UPS or FedEx) that provides a tracking number. Return shipments which are lost in transit are not the responsibility of IceCarats.com.

We inspect all returned items within 5-7 business days of receipt. Any item that is received in a condition which is not new or which does not include all of its original packaging, including gift boxes and certificates of authenticity, will be returned to the customer.

After the product's original condition has been verified, we will issue a refund, store credit or perform an exchange. Most refunds are processed within 7-10 business days of receipt. Refunds will be issued in the original form of payment.
HOW DO I REQUEST A RETURN AUTHORIZATION?
Fill out the return form on the IceCarats.com Customer Care Team to obtain return shipping instructions and a Return Merchandise Authorization number (RMA).

Using the existing packing materials or your own, prepare your item(s) for return along with their original packaging, gift boxes, and/or certificates of authenticity.

If a prepaid label was provided for the return, deliver your package to the UPS or FedEx facility nearest you. Otherwise, select a carrier and ship the package to our facility using the address provided by the IceCarats.com Customer Care Team. Please be sure to use a carrier (like USPS, UPS or FedEx) that will provide you with a tracking number for your shipment.
WHAT IS YOUR FREE LIFETIME WARRANTY?
IceCarats.com is pleased to offer our Lifetime Jewelry Protection with Every Purchase!

The Lifetime Jewelry Protection Plans cover most jewelry purchased at IceCarats Jewelry. This service is non-transferable, does not cover mysterious disappearance, loss or damage other than that incurred in normal wear, and is non-refundable. Click here to register your product.

We are ready to help you with any questions you may have about a product or if you need help picking out the perfect gift! Call us at 800-737-7759. Our knowledgeable customer service representatives will be delighted to assist you Monday through Sunday from 8:30am to 5:30pm PST.
THERE IS AN ISSUE WITH MY ORDER.
If you received a damaged or defective item, wrong item, or are missing an item from your order, contact us by live chat, call us at 800-737-7759 or send an email to info@icecarats.com

Our team will take care of you.
I NEVER RECEIVED MY ORDER.
We are not responsible for lost or stolen packages after the shipping carrier has dropped them off at their destination. Don’t panic tho! Sometimes shipping carriers will leave packages in hidden locations to prevent theft, or even preemptively mark orders as “Delivered”. While these decisions are out of our control, we suggest looking around the vicinity of the shipping address, checking with your neighbors, and waiting at least three business days to see if anything turns up. If you still have not received your package, you can contact us by live chat or send an email to info@icecarats.com and our team will do our best to further assist you.

Conflict Free Diamonds

ARE YOUR DIAMONDS CONFLICT FREE?
Yes, we exclusively use 100% sustainable lab-grown diamonds (no mining required), meaning their background is traceable, peaceful, and earth-friendly.

We take the issue of conflict diamonds very seriously. You, as a customer, can be confident that concrete and comprehensive measures are being taken to ensure the products we sell do not include Conflict Diamonds. IceCarats is making every effort to bar conflict diamonds from its inventory and provide assurances to our customers that the diamonds we sell are from legitimate sources.

Since the Kimberly Process passed in 2003, about 99% of the diamonds are conflict-free. But, IceCarats.com goes above and beyond that: we only buy from suppliers that guarantee their diamonds and gemstones are conflict-free.

We believe in being 100% conflict-free (blood diamond free).

Brand Ambassador

I APPLIED TO BE AN AMBASSADOR BUT I HAVEN'T HEARD BACK. WHAT'S GOING ON?
We're excited to have you on board, as our Ambassador! You should receive a confirmation email shortly after applying to the Ambassador program. You will receive additional communication regarding the status of your application within 2–3 business days.

If you haven't received either of these emails, please check your Spam or filtered inbox folders. We recommend moving any emails from us into your primary inbox and adding info@icecarats.com to your contacts to ensure this does not happen in the future.
I GOT MY CONFIRMATION EMAIL, BUT I STILL HAVEN’T HEARD ABOUT THE STATUS OF MY APPLICATION.
Please log-in to icecarats.com and check your dashboard for everything you need to get started!
MY FRIENDS ARE TRYING TO USE MY CODE BUT IT'S NOT WORKING.
Each Ambassador code is only valid for one purchase order and cannot be combined with any other coupon codes or promotions. Brand Ambassador discount codes also have an expiration date, so it is possible your code may be inactive or expired if there has been no activity for over 90 days. If you’re still having trouble with your code, please contact ambassador@icecarats.com for further assistance.
I HAVEN'T RECEIVED ANY EMAILS ABOUT THE AMBASSADOR PROGRAM IN A WHILE. DID SOMETHING HAPPEN TO MY ACCOUNT?
Brand Ambassadors must complete at least two qualifying activities every 90 days to maintain their status. We would love to have you back! Please reach out to us to re-activate your status- please contact ambassador@icecarats.com for further assistance.
WHAT ARE “QUALIFYING ACTIVITIES”?
Ambassadors maintain their status by completing at least two qualifying activities every 90 days. These types of activities include but are not limited to making a purchase, another customer using your discount code to make a purchase, or sharing a lifestyle post displaying one of our jewelry items and tagging us on social media.
IS THERE ANY COST ASSOCIATED WITH BEING A BRAND AMBASSADOR?
Absolutely not! There’s no cost to join and become our Ambassador. To maintain your status, Ambassadors must complete at least two engagement activities every 90 days.
WHAT ARE THE DIFFERENCES BETWEEN YOUR INFLUENCER AND BRAND AMBASSADOR PROGRAMS?
Our Influencer program is not associated with the Brand Ambassador program, and our Influencer program is accessible by invitation only. Our Brand Ambassador program is a great opportunity for our most passionate customers to receive monthly discounts, first access to new collections, and more. Brand Ambassadors go through a vetting process and receive these benefits upon approval.

COVID-19

COVID-19
Safety is our priority! We are strictly following the Center of Disease Control and Prevention (CDC) guidelines and are taking extra steps to keep our products, employees, and you - our valued customers! - safe. Our online store remains open 24-7 and our Logistics team is working hard, Monday through Friday, to get orders to you as soon as possible. Reach out to us via email, talk to us on social media, tell us what you want to hear from us. The IceCarats Family
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