FAQ(s)

Can I shower or get in the pool with my jewelry?

Each piece of ICS Jewelry is handcrafted & requires delicate handling. It is recommended you remove your jewelry before swimming, bathing, doing household chores or using abrasive cleaners. Avoid direct contact with beauty products such as perfume, hairspray or deodorant and make sure to wait for these items to dry thoroughly before wearing your ICS jewelry. (View our jewelry care page for addition information.)

Is your jewelry real?

Our custom jewelry is 14K - 18K gold plated. This avoids our iconic creations to tarnish.

We also have solid gold rings and nickel/lead free costume jewelry on our website.

You can find information on individual products in their product descriptions.

Does ICS have any giveaways?

Everyone loves free things! You can always check out our social media for information regarding giveaways, as well as new launches, promotions, and restocks.

Do you offer a wholesale discount for bulk buying or vendors lists?

So sorry! Unfortunately, we do not currently sell wholesale nor do we authorize the resale of our products. Thank you for your interest!

How long before I receive my custom order?

Please keep in mind custom order generally take 4-6 weeks to arrive to ICS head quarters after production. Once your custom order is received, your order will be shipped and a email confirmation with your tracking number will be provided.

When are the out of stock products restocking?

Oh no! Please sign up for our newsletter to be the first to hear about any restocks! We also announce restock dates via social media.

I paid for express shipping on the checkout page. Where is my order?

Express shipping does not expedite your orders processing time. Processing time is the time between when your order is placed and when your order has shipped. Shipping time is the time between when your order has shipped and when it is delivered to you.

I received broken item(s) in my order.

Oh no! Your package must have had an extra bumpy ride! Please email our Icon Care team within 7 days of delivery with your order number, the names of the broken babies, and a photo of the damaged items. We will get back to you asap!

Discontinued items will be issued store credit for the amount paid.

I am missing item(s) in my order.

Oh no! Please email our Icon Care team within 7 days of delivery with your order number and a list of the missing creations. Please make sure to include a photo of the items you did receive and a picture of your packing slip visible. We will get back to you asap!

Discontinued items will be issued store credit for the amount paid.

I received the wrong item.

We’re so sorry for the mix up with your order! Please email our Icon Care team within 7 days of delivery with your order number, a picture of the incorrect items you received, and a picture of the packing slip with the stamped initial visible. Please note that all order issues must be reported within 7 days of delivery. We will get back to you asap!

Discontinued items will be issued store credit for the amount paid.

I received a package, but it wasn’t my order.

We’re so sorry for the mix up with your order! Please email our Icon Care team within 7 days of delivery of your order, with your order number and pictures of the following: the order packing slip with with the order number visible, and a picture of the products you did receive. Please note that all order issues must be reported within 7 days of delivery. We’ll get your order sent out asap!

Can I change my order after I’ve placed it?

No, unfortunately we cannot modify orders once they have been placed, please make sure you order the correct items before placing your order.

All sales are final. We apologize for any inconvenience!

My order shipped but I need to change the address.

So sorry for the issue! Unfortunately for security purposes we are unable to ship to any addresses other than the address that was used when your order was placed. We are also unable to honor any requests to cancel your order after the order has already been shipped.

Can I return my gift for a different item?

We’re so sorry to hear that you are unhappy with your products! Unfortunately, due to the low cost nature of our products we have a no return, refund, or exchange policy. We apologize for any inconvenience this may cause!

USPS marked my package as undeliverable. What now?

Oh no! If your package is determined to be undeliverable by USPS, it will be returned to our HQ. Once we physically receive your package and confirm that it was undeliverable, we will contact you to have it reshipped. You will be notified when this happens!

Unfortunately, we are unable to issue refunds for custom orders.

What happens if my USPS package is returned?

If you return your order to us:

Unfortunately, due to the low cost nature of our products, our return policy does not offer returns! All sales are final. If you choose to return your order to us, the order will be refused at our HQ once it is determined to be an unauthorized return.

If your package was returned to us by USPS:

We’re so sorry to hear that your iconic creations are coming back to us! You will be responsible for reshipment fees to have your order reshipped. We are also unable to provide more detailed information as to why your order was returned by USPS.

We apologize for any inconvenience this may cause!

How do I track the delivery of my order?

Yay, you are so close to receiving your iconic creations! Once your order ships, you will receive an email with a tracking number that you can use to follow your package’s journey to you.

If you have an account with us, you can also access the tracking number for your order there, once it becomes available. You can locate this information under your Account Details, where your full order history is accessible.

Delivery and Returns Delays

We do our very best to process and ship your order as quickly as possible, however once your order is transferred to USPS, it may encounter delays during its journey to you. The same is true for orders determined to be undeliverable by USPS and returned to our HQ.

Please note, ICS is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays. Our team can only view the same information that you can via your order’s tracking number.

Please allow our full shipping times to pass before reaching out to our Icon Care team!

For domestic orders, shipping may take up to 8 business days.
For international orders, shipping may take up to 21 business days.

If your order is traveling beyond these time frames, please email our Icon Care team with your order number and tracking information so that we may assist you further!

For returned orders, please note that we will issue a full refund for your order once it is received at our HQ and confirmed to be undeliverable. We are unable to process a refund for a returned order until we physically receive the package. We apologize for any inconvenience!

What countries do you ship to?

We happily ship within the US and Canada.

All international orders are subject to customs and duty fees as defined by the country of import. Customs and duty fees are not included in your ICS order and/or shipping total. ICS is not responsible for fees associated with import. All fees must be paid by the parcel recipient.

Can I change the shipping address for my order?

Do you have a phone number I can contact?

We currently don’t have a phone number for customer service inquiries, but we recommend taking a look around our Help Center to find answers to your questions/concerns.

If you can’t find what you’re looking for or need help regarding your order, our Customer Care team will be more than happy to assist you! Please submit a request via our webform.

I'm having trouble signing into my account.

If you received a message that says “Invalid login credentials”, this means your email address/password wasn’t recognized by our system. No worries! We can totally fix this!

-Double double check to see if you’re using the same email address and password you registered with.

-If you can’t remember your password, click on the “forgotten password” link. It will ask for your email address and we’ll send you an email with a link that will let you create a new password.

-If you’re still experiencing issues, contact our team (hyper link)! Please provide screenshots of the error message you’re receiving.

I didn't receive a confirmation E-mail

Confirmation emails are typically received shortly after an order is placed. If you do not receive your confirmation email right away, however, no worries. Your confirmation email may experience a delay if your order was placed during a period of high order volume, such as an exciting new launch or promotion. You may have also placed your order using a different E-mail address or an E-mail address that had a typo.

If you have not received your confirmation email within 24 hours after your order is placed, please email our Icon Care team so that we may assist you further!

I need my refund redirected to a different account.

So sorry for the issue! Unfortunately, we are only able to issue a refund to the original point of purchase for the order. Please reach out to your bank for more information on how to reroute the funds to the correct account.

How do I close my account with ICS?

Oh no, we're sorry to see you go! You can unsubscribe from our emails by scrolling down into a previous email we've sent you and select unsubscribe. This will remove you from our emailing list!

How can I unsubscribe from your emails/newsletters?

You can unsubscribe from our emails by scrolling down into a previous email we've sent you and select unsubscribe. This will remove you from our emailing list!

If you change your mind later, you can still subscribe to our newsletters by signing up on our website or contacting our Icon Care team!

Do you ship to APO addresses?

Yes! Please follow these rules or your package might not make it!

Write out the service member’s full name in the name field. Be sure to include their Unit as well on Address Line 1.
The city field will need to be one of the following abbreviations set forth by the Military:

APO: Army Post Office
FPO: Fleet Post Office
DPO: Diplomatic Post Office
The Region field for your order needs to be assigned a “state code,” which is categorized by the following abbreviations:

AA: Armed Forces Central and South Americas (Armed Forces Americas)
AP: Armed Forces Pacific
AE: Armed Forces Europe (including-Canada, Middle East, and Africa)
Set the country as the United States, as these addresses are considered part of the U.S.

My order shipped, when will it get to my house?

All of our beloved packages are sent via the US Postal Service, so delivery times vary. For orders to residents within the USA, orders typically arrive in 4-7 business days once they have shipped (business days do not include weekends or holidays). Orders outside the USA can take up to 10 - 21 business days. Our babies love to travel and they may get to you sooner!

Will my package be charged customs?

All international orders are subject to customs and duty fees as defined by the country of import. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/duty fees. Duties will be determined by the country of import upon arrival of your order based off product value.

These fees are not included in your ICS order and/or shipping total. ICS assumes no responsibility for duties incurred on discounted, promotional or give away items. All fees must be paid by the parcel recipient.

Can my package be redirected to a different address?

Once your order ships, we are unable to make any changes to the shipping address.

You should still be able to update your address on the USPS website, though!

If your package returns to us due to an incorrect address, you will be charged an additional shipping fee for redelivery.

Can I have my order delivered to a PO Box address?

Yes! We do deliver to PO Boxes.

Package is in my country but tracking hasn’t updated.

We are super excited for you to receive your goodies, but please be patient! International orders may take up to 21 business days to be delivered.

It is often helpful to refer to your local courier's online tracking, as it may have more accurate tracking information for your order. Alternatively, we recommend directly contacting your local post/customs office. The best way to do this is by simply locating your nearest post/customs office and visiting them in person. We recommend you physically visit the office to locate your package as your courier's online tracking may not recognize your USPS generated tracking number.

My package says delivered, but I didn’t receive it.

Sometimes USPS tracking information can be incorrect, and packages are marked as delivered before they actually arrive – oops! Your package will most likely be delivered within a few days, but it’s great to check with your neighbors and/or post office for more information in the meantime!

Regular products usually – key word usually – ship within 3-7 BUSINESS days (business days do NOT include weekends or holidays)!

Custom products usually – key word usually – ship within 3-6 BUSINESS WEEKS (business days do NOT include weekends or holidays)!

However, if we have some crazy promotion or a new launch, orders may take a bit longer to process, so be patient my friend!! Once your order has shipped, you will receive a shipping confirmation via email with a tracking number.

It looks like you charged me twice for my order.

If your credit card was declined when you first tried to place your order, you’ll see a pending transaction in your account. No Worries! We do not capture funds for declined transactions, and this charge will automatically drop off your statement within a few business days.

Can I get a refund if the price has changed?

Unfortunately, we are unable to honor any promotions for orders placed outside of the promotional time frame as this would be unfair to the rest of our customers. We’re so sorry for any inconvenience, and appreciate your understanding!

How can I view my order status without an account?

Unfortunately, you must be logged into an account when placing your order to be able to view the status of your order. Not to worry, though! All order updates, including confirmation and shipping emails, will be sent to the email address used to place to the order.

How do I use PayPal to pay for my order?

Once you are prompted to enter your payment information during checkout, please select the PayPal option.

You will be redirected to PayPal to complete your order at this time.

Can I combine coupon codes on my order?

Unfortunately, coupon codes cannot be combined, nor can multiple codes be applied to a single order. Coupon codes cannot be combined with any other offers that may be live on our site at the time that your order is placed.

Always make sure to review your order summary prior to completing checkout to make sure you are snagging the best deal for your iconic creations.

Why Isn’t My Promo Code Working?

We recommend copying and pasting your exact code into the coupon box to apply your discount. Keep in mind that promo codes cannot be combined, nor can they be applied towards shipping. They typically cannot be used during promotions as well, so double check the fine print when a promotion is live to be sure!

Can I purchase a gift card for ICS?

Unfortunately, we do not currently offer gift cards. However, be sure to subscribe to our newsletter just in case we decide to offer this option in the future!

How do I get my promo code? (subscription code)

Once you subscribe to our newsletter, your welcome coupon code will be emailed to you! Please check your spam folder if you do not find it in your inbox. Your coupon cannot be combined with any other offers that may be live on our site at the time that your order is placed.

Please keep in mind that you must be a brand new customer to be eligible for our welcome coupon code! This code is provided one-time only and, once expired, cannot be reissued.

What is a Pre-order?

Pre-orders are orders for item(s) that are currently not in stock, but are expected to be available at a later time. The estimated ship date for the item(s) will be displayed on the product page. If you submit a pre-order, the item will be reserved for you and mailed out as soon as it is available. We will send you a confirmation email when the items ship out.

If you order more than one pre-order item, you may received your order in multiple shipments. All shipping fees are applied at checkout.

Can I order by phone?

Unfortunately, we do not take orders over the phone at this time. However, you may order directly from online website or on your smartphone.