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 varies by items.

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, acrylic, and glass rhinestones for our props. Rhinestones are selected based off a color match system, but if you're interested in props made with particular rhinestones you can request it through our commission request form.

Commission Request Form | Google Forms

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: 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 front only with the exception of conventions and markets we attend. You can keep up with us online on our instagram @icedoutgemzshop for information on upcoming launches, conventions we are attending, 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.

All orders are shipped via USPS, and any shipping insurance is provided exclusively through USPS at the level included with your selected shipping method.

We do not offer additional or third-party shipping insurance. Once your order is handed over to USPS, it is protected only under USPS’s standard (or selected upgraded) insurance coverage.

How USPS Insurance Works:

Insurance coverage is determined by USPS based on the shipping service chosen at checkout
If your package is lost, damaged, or delayed in transit, claims must be filed directly through USPS
We are happy to provide your tracking number and assist where possible, but USPS handles all insurance claims and resolutions
Coverage amount (if any) depends on the shipping method selected

Important:

We are not responsible for lost, stolen, or damaged packages once they have been scanned and accepted by USPS. We strongly recommend selecting a shipping option with insurance coverage if you would like additional protection.

Still have questions?