FAQ/POLICIES

SHIPPING POLICY:


We ship six days a week, with 95% of all packages going out within 24-48 hours! Ice Hole Power is not responsible for shipping costs due to incorrect or incomplete addresses, so please double check your address when you order!

SHIPPING DELAYS:


All carriers are currently experiencing a high volume of mail during the pandemic. Most USA packages are delivered within 3-5 days shipping via USPS (US Post office), but tracking scan updates and delivery times have been slowed substantially. 
 

We are 100% at their mercy for packages arriving on time. Because of this, we do not guarantee package delivery times, and can't offer refunds on shipping due to a missed delivery expectation.
 

*Please note, that packages with lithium batteries will travel via ground-only transit and to US lower 48 destinations only. We can not ship lithium batteries internationally. 

INTERNATIONAL SHIPPING + DUTIES/IMPORT:

We now ship worldwide. International customers will need to email sales@iceholepower with a screen shot of their cart and a good shipping address so we can work up a shipping quote. If you agree to the shipping cost, we will then email you an invoice for your order. Customers are 100% responsible for all Duty/VAT/Customs fees, so please check on your own countries policies for expected costs involved. We do not offer express services for international, due to the high cost and poor reliability.

International delivery times are generally between 2-3 weeks. Please expect longer shipping times during the coronavirus outbreak worldwide. We do not offer shipping timeframe guarantees. We can not ship lithium batteries to international destinations. 

CUSTOM BOX REQUESTS:

We are willing to make minor changes to our boxes to accommodate your requests. At this time we are unable to build complete custom boxes, there simply isn't enough time to handle these requests. 

PLEASE contact us first for approval of custom orders. If you purchase a box and add several items to your cart, we will not assume you want those items added to your box and we will fill the order as received. 

UNDERSTAND THE PRODUCT OPTIONS PRIOR TO ORDERING:

If it is not an option in the kit, it's probably because it won't fit. For example, do not order the deluxe DIY kit and add the large glow cup to your order with hopes to use it on that box. It will not fit. If you have questions about components, please contact us prior to ordering.  

PACKAGING:

We reuse as much shipping materials as we can. As such, you may receive used packaging material on some orders. 

RETURN POLICY:

We'll accept any item back within 30 days of receipt. Items must be either unused, or in sellable condition. Customers are expected to cover shipping costs unless a mistake has been made on our end. We will refund your purchase minus what it cost us to ship it to you initially. The customer us responsible for properly packaging the items to be returned. If we receive damaged product due to lack of packaging, we will charge a restocking fee. Please e-mail me if you have questions, as I always want to make sure you're happy with your purchases!