CUSTOMER SERVICE
Want to check the status of your order, track a shipment, or get assistance with placing your order? Whatever your need, we are here to help!
Our standard hours of operation are Monday - Friday, 8:30am - 5:30pm, EST by calling 404-665-2440 or emailing customerservice@iceboxmail.com.
If you are contacting us with one of the below requests, please include the following information along with your request, so we can best service you.
Order Status - Please check your email for a "Your Order Has Shipped" email from us. It is possible this notification may have gone into your junk or spam folder. If you did not receive the email and would like an update, when emailing us, please include your order number and/or email address you used to place your order. This will help us easily locate your order.
Missing Items - Please provide us your order number and the missing item from your order. A member of our team will help to troubleshoot whether it was a shipping error or if we are out of stock of the item. Either way, we will do all we can to complete your order.
Damaged Item - Please provide your order number and a photo of the damaged item. To speed up your request, also please indicate whether you would like to replace the item or request a refund.
Exchanges and Returns - Exchanges and returns must be within 30 days of the receipt of your order. Please provide your order number and the product names and quantities you would like to exchange or return.
Please understand customers will be responsible for all freight and shipping charges on items returned that are not the result of The Icebox's error. All sales are final on discontinued items. Products that have been worn, washed, stained, or damaged in any way will not be accepted. The Icebox will not accept returns on these items under any circumstance.
Cancel an Order - Please provide your order number and/or email address you used to place the order. Our warehouse ships orders out as quickly as possible. If your order already shipped before we could cancel your order, we will provide you return instructions.
If your order is urgent, please reply to this email with URGENT in the subject, and we will do everything we can to prioritize your request.