FAQ

Q: How long will it take to get my order?

A: ALL orders are custom made to order, made in order received. Time of completion is dependent on order volume at the time of when the order is placed.

Please take into consideration that each prop is individually hand painted and rhinestoned. The adhesive utilized takes time to cure. We will only send out items that are 100% cured and ready for shipping. Cure time ranges between 24-72 hours depending on the season.

Peak times will increase production time.

Turn around time is normally between 1-3 weeks.


Q: Do you accept returns?

A: Due to the customization of each product, we do not accept returns, refunds, or exchanges. 

 

Q: What type of rhinestones do you use?

A: We use resin and acrylic rhinestones for our props in order to make them durable enough for most circumstances. example: conventions, photoshoots, etc.

If you're interested in props made with glass crystals we take commission based projects. 

Commission Request Form | Google Forms: 

https://docs.google.com/forms/d/e/1FAIpQLSehKOLVdlwDrJ90W1uGXjt8674bq2_ajGfTMDJWeMr6prwzQw/viewform?usp=sf_link

 

Q: Will I be charged sales tax on my purchase?

A: Sales tax is applied at check out if applicable based off of your local regulations.


Q:  What forms of payment do you accept?

A:   Visa  Mastercard  American Express  Discover  Diners Club  Shop Pay  Apple Pay  Google Pay  Meta Pay


Q: How can I clean my prop?
A:  No application (glue or hot fix) is guaranteed to be 100% permanent. Rhinestones will scratch and crack if washed with abrasive items. If you choose to clean your prop, please use a soft cloth. 


Q: Do you have a retail location? 
A:  We do not have a retail location that is open to the public at this time. We are an online store only but are hopeful to see you at conventions soon. You can keep up with us online on instagram @icedoutgemzshop for information on upcoming launches and custom commissions. 


Q: Can I make changes to an order I placed?
A: Once orders are paid for and received we cannot make any changes or modify your order.


Q: Does your business provide shipping insurance? 

A: Please be aware that Iced Out Gemz is not responsible for lost, stolen, damaged, lost in transit, or misplaced packages due to incorrect shipping information entered by the customer. Once the package leaves Iced Out Gemz we cannot control what happens to the package and are no longer held responsible. We urge you to select route insurance to protect your package and the full contents. 

 ShipInsure is a premium package protection provider for Iced Out Gemz. When you add ShipInsure to your order, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, the ShipInsure team will review it, and they will get back to you within 24 hours. If you have purchased ShipInsure Protection you will receive a confirmation email from them. Claims with ShipInsure must be submitted within 15 days of the tracking delivery date or estimated delivery date.

 


Still have questions?

Contact us via Instagram @icedoutgemzshop or email icedoutgemzmail@gmail.com