Welcome to the Ice Warehouse Customer Service Center. IW is very proud of our level of customer service and hope you too are pleased with the level of service you receive before, during and after placing your order. Below are a few of the most common questions regarding our policies here at IW. If you have any questions or concerns regarding them, please feel free to contact us at info@icewarehouse.com.

• NO-RESTOCKING FEES
• 365 DAYS TO RETURN
• *FREE RETURN SHIPPING on ALL SKATES (see details below)
  (Must be requested within 7 calendar days of having received your skates & within the continental U.S.)

Simply print and complete our Returns & Exchange Form located here or on the back of your invoice, and make sure your item(s) meet the below requirements.

• Your item is NEW and can be sold again as new. Item(s) must be in original packaging without any tags removed. Item(s) cannot be used, scuffed, sharpened, washed, smelling of odor, etc...
• Your item is not a Custom item. Custom items may NOT be returned or exchanged. This includes custom skates, sticks, helmets, and any item considered custom.
• Your item is not an undergarment. Undergarments may not be returned or exchanged due to the nature of the item (jocks, cups, jock shorts, compression jock shorts, etc...).
• Packaging is not damaged or missing. No tape, stickers, shipping labels or other foreign objects can be attached to the skate, shoe, helmet boxes and the like. Return how we shipped the item to you.
• Your item was purchased no more than 365 days of your invoice date.

Any item(s) not meeting the above requirements will not be accepted and the customer responsible for return shipping. A copy of your invoice is helpful but not mandatory.

You may call or place your order for an exchange ahead of time. We simply charge your card for the replacement, and issue a credit to your card for the returned item upon its arrival. A credit will be given only if meeting the above requirements.

FREE Items or promotions you receive as a result of a purchase must be returned as well if not making an exchange. If not, the value will be deducted from the returned item.

IW prides itself on the quickness and accuracy of orders. However, should a discrepancy exist, IW requires notification within 48 hours of receipt.

*FREE RETURN SHIPPING ON SKATES
Must be requested within 7 CALENDAR DAYS of having been received and within the continental U.S. (no AK or HI).
IW guarantees fit by offering FREE return shipping on all skate orders. Skates must meet the return/exchange requirements shown above. Simply contact IW at 800-366-3070 or email within 7 days of receiving your skates to have a Pre-Paid UPS label sent to your email. Using the toll free 800# is recommended as IW cannot be responsible for emails sent that are not received. Once you receive your label, print and attach to the box in which your skates were received. If after 7 days, you would be responsible for return shipping.

Return shipping is the responsibility of the customer (excluding skates meeting the above guidelines). All returns and/or exchanges are to be shipped to the address shown above or on your invoice.

FREE Ground Shipping

Free Ground Shipping is provided when ordering $99 or more. Oversized items such as sticks, shafts, leg pads, wet gear racks and wheel bags may need to be split to a separate order due to size constraints. Split orders must total $99 or more to receive free ground shipping. Please call with questions or visit our shipping page for more information on shipping.

Warranty Issues:

If an item is suspected of being defective, it may be covered under the manufacturer's warranty. Contact IW immediately as warranty periods vary for different items and manufacturers. The item and/or defect may affect how a warranty request is made with the manufacturer. If something should show up at your door broken or defective before use, IW will remedy immediately and arrange for replacement or credit. Should a problem occur within a warranty period, you may be responsible for shipping to the manufacturer. IW will work to resolve your warranty issue as quickly as possible. For any questions regarding the warranty on an item, feel free to contact us at info@icewarehouse.com or info@icewarehouse.com.

Price Matching & Price Changes

IW will match or beat any posted overall price from another site. All that is required is that it be from an Authorized Dealer, In Stock, and not a Clearance or Closeout item. Price match requests are to be made by phone and will be confirmed once the order is placed. Any shipping, oversized, and handling fees are factored in the price match. Our lowest overall price guarantee is valid for up to 7 days after your purchase date. If finding your item at a lower price within 7 days of purchase, a store credit will be issued for the difference (item must be in stock, at an authorized dealer, not a closeout or clearance).

First Time Orders

In an effort to protect ourselves as well as cardholders from fraud, we ask that first time customers ship to the billing address of the credit card. Once customer history is established, orders may ship wherever you like. If unavoidable, we naturally will work on a case-by-case basis in an effort to get your order out. Thank you in advance for your understanding on this matter.

Methods of Payment

• Credit Card Online -OR- Phone at 800-366-3070 Visa, MasterCard, American Express or Discover
• COD allows you to pay the delivery driver at the door. COD's have a $7.50 service charge and must be placed over the phone by someone 18yrs old or older. COD's must be paid for with a MONEY ORDER. No Cash or Personal Checks accepted.
• MONEY ORDER. To pay with a money order, call and place your order by phone Then mail your Money Order to the address above referencing your order #. Your order will process the same day it arrives.
• PAYPAL. Open an account at PayPal.com if not having one, and place online. The confirmed address on your PayPal account should match the shipping address.

I Win Membership

Join the I Win Membership by purchasing 1 (or more) of the selected IW items. The 5% discount will be shown in the Order Confirmation email. By joining the I Win Membership you agree to the terms and conditions of the membership. Your account will be noted as a Member, and all future orders will receive the 5% discount. Discounts are not applicable to previous purchases and to products subject to manufacturer imposed advertising restrictions. I Win Membership discount can't be combined with other discount promotions. Discount does not apply to I Win Membership gear, gift certificates, taxes, shipping and similar charges. By joining the I Win Membership you agree to receive advertising emails from IW. IW does not sell or rent any personally identifiable information about you to any third party. IW may at any time terminate or modify the I Win membership without any further obligations to Members. Memberships are nontransferable and rules are void where and to the extent prohibited by law.

Coupon Codes

Not applicable to products subject to manufacturer imposed advertising restrictions. Limit one coupon code per order.

International Shipments

Click here to be taken to our international page. There you will find information on international shipping & currency conversion.

Importing Duties/Fees and or Taxes. IW does not charge for these, but the country in which you reside may do so in order to import items. Consult your local customs agency with questions. Fees are ever changing and different for each country.

Sizing Charts

See "Sizing Chart" icon located under the enlarged image of any item on the site.

Privacy:

Your privacy is taken seriously here at Ice Warehouse. If you have any questions or concerns about this privacy statement please contact us via mail at the following address: Ice Warehouse, Attn: Privacy Policy, 747 Buckley Road, San Luis Obispo, CA, 93401 or email us at info@icewarehouse.com. Our primary goal in collecting personal information is to provide you with a smooth, efficient and customized experience. Under some circumstances we may require additional financial information. We use your financial information, including credit card information to verify your name, address and other information to bill you for use of our services. The information we maintain in your customer file is used to resolve disputes and troubleshoot problems. We do not sell or rent any personally identifiable information about you to any third party.

Cookies

We collect non-personal information about your use of our site, directly and through the use of cookies. Cookies are small computer files that we transfer to your computer's hard drive that allow us to know how often someone visits our site. This information helps us to customize our web site specifically for you and also allows us to statistically monitor how many people are using our site and for what purpose. Cookies can not retrieve personal information from your computer.

Security

Our online ordering system uses industry standard SSL security encryption. Your information is transmitted using an encryption algorithm that only we can decode. We reveal only the last four digits of your credit card number when confirming an order. Of course, we transmit the entire credit card number to the appropriate credit card company during order processing.

Easton

Easton products can only be shipped to U.S. addresses.

Maska U.S. Inc

All Maska products, including the RBK, CCM, and Koho brands, can only be shipped to U.S. addresses.

Nike Bauer