FAQs
General Questions
1Do you buy diamonds, watches or gold jewelry?
We are happy to announce that we buy diamonds over 1.00 carat, along with watches, gold jewelry, and diamond jewelry. If you have an item you'd like to sell, simply schedule an appointment with our expert Buying Team online or call us at 972-691-1786.
2Where is the ice champ located and what are your store hours?
Visit us at our Grapevine, Texas location for a dazzling selection of jewelry and timepieces:
Address: 3000 Grapevine Mills Parkway, Suite 515, Grapevine, TX 76051
Store Hours: Monday - Saturday: 10:00 AM - 8:00 PM CST Sunday: 11:00 AM - 7:00 PM CST
Can't make it in person? No worries! Explore our extensive collection online at: www.theicechamp.com
3I am being asked to verify myself, what does that mean?
We're committed to protecting your information and preventing fraudulent activity.
Here's what we need to verify your order:
1. Quick Video Call: We'll schedule a brief FaceTime or video call to confirm your identity and order details. This helps us prevent unauthorized purchases and protects your personal information.
2. Photo Verification: Please send us photos of your credit card (front and back, with some digits obscured for security) and a valid government-issued ID. We only need to verify the card type, expiration date, and your name on the ID.
We complete this verification process as an added security for our clients.
4How often do you update your inventory?
Looking for something new and exciting? You've come to the right place! We update our inventory weekly with a fresh selection of amazing products, so you're always guaranteed to discover something new and different.
5Do I need to make an appointment to visit the ice champ?
Appointments are recommended, but not required, to ensure you get personalized attention from our expert Sales Professionals.
Call us at 972-691-1786 to schedule your appointment today!
6Is the ice champ an authorized Rolex watch dealer?
While The Ice Champ isn't an authorized dealer for specific watch brands, we stand behind the quality and authenticity of every timepiece we sell. That's why we offer a 1-year The Ice Champ warranty on all watches purchased through our store.
7What is you repair policy?
At The Ice Champ, we're committed to the quality of our repairs and your satisfaction. That's why we offer a 1-year warranty on all repair work, covering defects in materials or workmanship.
What's covered:
a. Repairs performed by our skilled technicians
b. Replacement of any defective materials used in the repair
What's not covered:
a. Damage to parts not repaired by The Ice Champ
b. Normal wear and tear (e.g., scratches, dents, tarnish)
c. Invisible set repairs
d. Diamonds above 0.10ct each
e. Center diamond setting, prongs, or heads (due to the delicate nature of these repairs)
8What is your warranty on your product?
At The Ice Champ, we stand behind the quality of our products with a 1-year limited warranty. This warranty covers any substantial manufacturing defects in materials or workmanship, ensuring you enjoy your purchase for years to come.
What's Covered:
1. Defects that hinder the intended use of your item due to faulty materials or construction.
2. We strive to repair or replace affected items at our discretion within the warranty period.
What's Not Covered:
1. Normal wear and tear: Scratches, dents, and tarnish are inevitable consequences of everyday use and are not covered.
2. Customer negligence: Damage caused by improper handling, misuse, or lack of care falls outside the warranty.
3. Diamonds above 0.10ct: Due to their delicate nature, repairs for larger diamonds require special handling and are not included.
4. Incidental damage: We cannot be held responsible for any secondary damage caused to your item.
9What's covered by Force Majeure?
Sometimes things happen that are out of our hands. This section explains what happens if unforeseen circumstances prevent us from fulfilling our obligations under this agreement (aside from payment).
What's covered?
1. Natural disasters (earthquakes, floods, etc.)
2. War, riots, or terrorism
3. Government actions (embargoes, shutdowns)
4. Infrastructure issues (power outages, communication disruptions)
5. Strikes or labor shortages
6. Material or fuel shortages
What happens if Force Majeure occurs?
1. We'll get an extension for our obligations, matching the length of the delay.
2. We'll promptly notify you about the delay, its cause, and its extent.
3. We'll do our best to fix the issue and resume our obligations ASAP.
Can you cancel the agreement if the delay is too long?
Yes, if the delay is expected to last at least 6 months and prevent us from fulfilling our obligations, you can terminate the agreement with at least 15 days' written notice.
Orders
1Can I track my order?
At The Ice Champ, we make sure your dazzling purchase arrives safely and promptly. Here's what you can expect:
Fast & Trackable Shipping: Your order ships via priority 2-day service. As soon as it ships, you'll receive an email notification with a tracking number to follow its journey.
Secure Delivery: An adult signature (21+) is required upon delivery, ensuring your valuable treasure reaches the right hands.
Please Note:
1. If a package is returned to us due to non-delivery (e.g., missed pick-up at the local shipping station), The Ice Champ cannot be held liable for any loss incurred.
2. To avoid this, please ensure someone 21+ is available to sign for the package on the estimated delivery date.
2Will my order be insured once it has shipped?
At The Ice Champ, your trust and security are our top priorities. That's why we offer:
1. Full Insurance: Every shipment is insured for its full value, so you can shop with complete peace of mind.
2. Discreet Packaging: Your order arrives in a plain, unmarked box, ensuring both privacy and extra security.
3. Adult Signature Required: For added security, a signature from an adult resident (21+) is required upon delivery. This ensures your package reaches the right hands and minimizes the risk of loss or theft.
3Can I place an order by phone?
1. Phone Orders: Yes, we happily take orders over the phone!
2. Store Visits: We also welcome you to visit our store for a personalized shopping experience.
4How can I get my jewelry insured against loss or theft?
While we don't offer insurance directly, we recommend Jeweler's Mutual for securing your precious Ice Champ treasures: https://www.jewelersmutual.com/.
5Can I make changes to my order once it has been placed and confirmed?
Once your piece is in production (confirmed via email), changes to design, metal, or diamond quality are not possible.
6Can you resize a ring I bought at the Ice Champ LLC/www.theicechamp.com?
We offer free resizes within 30 days of purchase, up or down by two sizes (excluding eternity rings). Contact us at 972-691-1786 or customercare@theicechamp.com for instructions.
7What is your online return & exchange policy?
At The Ice Champ, we're committed to providing exceptional service and the highest quality jewelry. To ensure a transparent and consistent experience for all our valued customers, we have a defined Return & Exchange Policy.
Here's what you need to know:
1. Custom Orders: As each piece is crafted specially for you, custom orders are final and cannot be returned or exchanged. This includes personalized items and specially modified designs.
2. Exchanges for Defective Items: If you receive a defective item, we'll gladly exchange it for the same item (subject to availability). Please notify us within 2 days of purchase. Please provide clear photos or a detailed description of the defect, along with your sales receipt or order number. Our team will review and guide you through the exchange process for an item of equal or greater value. All items must be accompanied by the original sales receipt or order number.
3. Shipping Damage or Loss: We take utmost care in packaging and shipping. However, if your purchase arrives damaged or is lost in transit, please contact the shipping carrier directly to file a claim. We cannot be held responsible for damages or losses once the package leaves our premises.
4. Please note that this No Refunds or Returns policy applies to all purchases made at www.theicechamp.com. By making a purchase with us, you acknowledge and accept the terms and conditions outlined in this policy.
5. Looking for incredible deals on your favorite jewelry? Our "Final Sale" section offers amazing discounts – but keep in mind these items are non-returnable and non-exchangeable. Make sure your selections shine before checkout! Found a piece marked "Exchange Only"? No worries! You can swap it for something else of equal or greater value. Just remember, refunds aren't available for these beauties.
6. Questions or Concerns? Our friendly customer service team is always happy to help! Feel free to reach out at 972-691-1786 or customercare@theicechamp.com.
Shipment
1Will a signature be required for delivery?
At The Ice Champ, we prioritize the security and peace of mind of our valued customers. That's why we require an adult signature, 21 years of age or older, for the delivery of all orders.
2Will my order be insured once it has shipped?
At The Ice Champ, your trust and security are our top priorities. That's why we offer:
1. Full Insurance: Every shipment is insured for its full value, so you can shop with complete peace of mind.
2. Discreet Packaging: Your order arrives in a plain, unmarked box, ensuring both privacy and extra security.
3. Adult Signature Required: For added security, a signature from an adult resident (21+) is required upon delivery. This ensures your package reaches the right hands and minimizes the risk of loss or theft.
3Does the ice champ ship internationally?
At The Ice Champ, we're excited to deliver your dazzling treasures right to your doorstep. Currently, we ship with FedEx within the United States and Canada, ensuring your precious purchase arrives safely and swiftly. Please email us at customercare@theicechamp.com if you need more information.
4Can you ship my item to an address different from my billing address?
At The Ice Champ, we understand that sometimes you want to send a gift directly to the recipient. That's why we offer flexible shipping options, allowing you to ship your order to an address different from your billing address for most payment methods.
Here's how it works:
1. Shipping: Simply enter the recipient's address as the shipping address during checkout.
2. Authorization: To ensure security, we require a quick confirmation via email or text message stating you authorize the order to be shipped to a different address.
5If my order is shipped internationally, will I be required to pay fees, duties, or taxes?
At The Ice Champ, we take pride in delivering your dazzling treasures worldwide. However, it's important to remember that international orders may incur customs fees, import duties, and taxes upon arrival in the destination country.
Here's what you need to know:
1. Who pays?: These additional charges are the responsibility of the recipient. You'll be contacted directly by the carrier or customs office to arrange payment before your order clears customs.
2. Staying informed: We recommend researching potential customs fees for your specific country beforehand to avoid any surprises.
3. Returned packages: If additional fees are not paid and the package is returned to us, we regrettably cannot issue a refund.
6My package is lost or has been tampered with, what do I do next?
At The Ice Champ, we understand that sometimes things don't go as planned. If your package is lost or tampered with before you receive it, rest assured we're here to help!
Here's what to do:
1. Contact us immediately: Reach out to our friendly customer care team at 972-691-1786 or customercare@theicechamp.com. Please have your name, order number, and phone number ready for easy reference.
2. Open a claim: We'll promptly file a claim with the carrier to investigate the issue.
3. Wait for the investigation: Please understand that these investigations can take up to 90 business days to complete. We appreciate your patience while we work with the carrier to resolve the matter.
4. Replacement or refund: Once the investigation concludes, we'll determine the next steps depending on the outcome. Important notes:
1. Customs fees: Please note that The Ice Champ is not responsible for lost packages due to unpaid customs fees or duties. Be sure to check potential customs charges for your destination country before placing your order.
2. Timely communication: The sooner you contact us, the sooner we can start the investigation and work towards a resolution.
Payments
1Can I pay with two or more forms of payment?
Yes, we accept multiple forms of payment for merchandise. We accept credit cards, debit cards, Paypal, Cryptocurrencies, Zelle, Venmo, Cash App or a wire transfer. Once you have made your product selection, email us at sales@theicechamp.com and our Online Sales Team will provide payment links for each form of payment to complete your transaction.
If needed, a representative will contact you to confirm a few key details. It's just a quick extra step to ensure your peace of mind and secure your purchase. Have questions? Our Customer Service team is always happy to help, just reach out at customercare@theicechamp.com.
2How do I pay using a wire transfer?
It's simple:
1. Choose "Wire Transfer" at checkout.
2. You'll receive an email with detailed wire transfer instructions.
3. Once we receive your payment, we'll contact you.
4. The verification process is required for payments over $3,000 and includes sending us a copy of your valid driver's license and a quick FaceTime or video call.
5. For your security, we require a valid ID (driver's license) and a short video call.
Protecting your information and preventing fraud is our top priority. This quick step ensures a smooth and secure transaction for everyone. Our customer service team is here to help! Contact us at customercare@theicechamp.com.
3Will I be charged sales tax on my theicechamp.com purchase?
Orders within Texas are subject to 8.25% sales tax. Other states are tax-free.
4What is verification/extra verification?
At The Ice Champ, safeguarding your information and preventing fraud is our top priority. That's why some orders undergo an extra verification process.
All orders are monitored for potential issues. For certain transactions, we might request additional information to ensure security. It's usually a valid ID and the last 4 digits of your card. In rare cases, a photo holding your ID and card might be needed. We never store these emails or photos. They're simply attached to your profile for future seamless transactions.
It's a quick and important measure to protect both you and us from unauthorized activity. This ensures a safe and enjoyable shopping experience for everyone.
5Is your website secure?
Yes, we have multiple layers of security to ensure your personal information and payment details are secure.