Ice.com - Jewelry FAQ

Jewelry Buying Guide:

Is it safe to buy a diamond and other pieces of jewelry over
the Internet?
Is it safe to mail jewelry?
What if I would like to return the jewelry I ordered and I am unable to find the certificate or appraisal?
Can you help me resize my ring?
Can you help me keep the engagement ring a surprise?
Will I be liable for my jewelry order while it is being shipped?

Buying Online:

How do I place an order?
If there was a problem while submitting my order, should I just resubmit?
What if I have placed a duplicate order?
How do I cancel an order after it has been submitted?
Is it safe to place an order on the internet?
Are the prices on Ice.com flexible?
Do you accept international orders?
What if I can't find the diamond I want on your site?
What are my payment options?
What is your coupon policy?
Do you charge sales tax?
What are my shipping options?
What is your refund policy?
What is your warranty period?
Do you offer a repair service?
How do I return an item I purchased?
How long will I have to wait for a refund?
How long does it take to get my order?
What if I don't get my order in the standard time frame?
Can I send someone gifts from Ice.com?
How do I check the status of my order?
How do I track my order after it has been shipped?

Diamond/Jewelry Questions:

What's the most important thing to remember when buying a diamond?
Do you sell any conflict diamonds?
What's a karat? What's the difference between karat and carat?
What are the 4Cs?
Why is 18K gold more valuable than 14K?
What do the markings on the back of my jewelry mean?
Why do similar pieces of jewelry have such different prices?
What's the best way to care for and clean a diamond?
What's the best way to care for and clean gold jewelry?

Privacy Questions:

What information does Ice.com gather about me?
How does Ice.com use information it gathers about me?
Does Ice.com share the information it gathers with others?
How do I subscribe to or unsubscribe from your newsletters?

Yes. Ice.com uses state-of-the-art Secure Socket Layer (SSL) data encryption technology to protect against loss, misuse, or alteration of your information, so ordering a diamond from Ice.com is the fun, worry-free experience shopping online should be.

To be sure you're browsing secure pages, check the bottom of the Web page for the icon of a closed padlock. This icon appears in the latest versions of Internet Explorer and Mozilla Firefox to tell you that your information is protected. Also, all browsers display an 's' after the 'http' in the Web site address to indicate that you're in a secure environment.

Since we ship our diamonds by carriers like FedEx, the incidence of loss is generally no greater than with any other item you might ship. Additionally, all shipments are sent fully insured. Click here for complete shipping information.

Please note that our bridal and engagement rings come with an IGI Appraisal Certificate, which must be returned in order to process a full refund. If the certificate is not returned with the bridal or engagement ring, the refund amount will be reduced by $50.00 to cover the cost of the certificate.

If your Ice.com ring does not fit, we will resize it free of charge within 30 days of its original shipment. Resizing will take approximately 10-14 business days.

If your delivery is over $1250 we require a signature for delivery regardless of any waivers you have from FedEx. If your delivery is under $1250 and shipped FedEx Saver or FedEx Premium, FedEx may require a signature. These requirements are for your protection. If you would like to arrange delivery to a FedEx location call one of our customer service agents at 1-800-539-3580.

Since jewelry is often given for engagement or another special occasion, we will be extremely flexible to help you create a wonderful surprise. We can expedite your delivery for a fast-approaching special occasion, or we can ship your order to an address other than your home to help you maintain your surprise. And please don't hesitate to contact one of our diamond and jewelry consultants for any special requests.

We fully insure each order all the way to you. That means that when your order is in transit to you, shipment is always risk-free. For added security, it is our policy that a signature is required for all Ice.com orders over $1250, regardless of any signature waivers you may have with FedEx.

First, place the product(s) you wish to order in your shopping bag by clicking on the "add to bag" button ated below the product image. Then, whenever you're ready to complete your order, click "Continue Checkout" and follow the easy instructions on completing your order, and select your payment option. Contact our Customer Service Team toll free at 1-800-539-3580 or via e-mail at info@ice.com and we will be happy to assist you with any questions.

Please don't resubmit before contacting our Customer Service Team toll free at 1-800-539-3580 or via e-mail at info@ice.com and we will be happy to assist you.

If you think you might have placed a duplicate order, please contact our Customer Service Team toll free at 1-800-539-3580 or via e-mail at info@ice.com.

To cancel an order, please have your order number at hand and contact our Customer Service Team toll free at 1-800-539-3580 or via e-mail at info@ice.com as soon as possible.

We'll do everything we can to accommodate your request. Please bear in mind that our order-fulfillment system is designed to get orders shipped and on their way to our customers quickly and efficiently. As a result, we cannot change or cancel an order once it has already entered the shipping process. If your order cannot be cancelled, and you are unhappy with it, simply return it to Ice.com according to our 30-day money back return policy. The details can be found on the back of your invoice.

With Ice.com ordering online is as safe as using a credit card to buy dinner in a restaurant. We use the latest security technology, which includes data encryption, server authentication, and message integrity. Furthermore, we have registered with Verisign Inc. to assure our customers that we are a valid, legal, and trusted corporation.

At Ice.com we always offer the best value by providing the lowest possible price. All our prices are final.

Ice.com will ship all over the world at a fixed rate of $50 US (except Canada which is included in our standard Shipping Policy), which includes insurance for the full amount of the merchandise purchased. For full details, please view our International Order information.

We want to help you find the perfect diamond. If you do not find it on Ice.com, please call and speak to a diamond and jewelry consultant at 1-800-539-3580.

You may pay for your Ice.com order with a Visa, MasterCard, Discover or American Express card as well as by personal check or money wire.

In brief, our coupon policy is as follows: One coupon per customer. Coupons are not valid with any other offers, sale items and bridal/engagement rings. To see the complete terms, please see our Coupon Policy.

ICE.com charges sales tax for Canadian provinces and territories. Tax rates are in line with the appropriate province or territory.

ICE.com is proud to offer free shipping on all orders over $150! Orders are shipped using USPS, FedEx Express Saver®, FedEx Standard Overnight® and Saturday Delivery via FedEx Priority Overnight®, for a fee, and are sent fully insured. Please see our detailed shipping policy.

Ice.com offers a 30-day Money Back Guarantee on all jewelry purchases. Refunds do not include shipping charges or re-stocking fees, if applicable. For more detailed information, please see our detailed refund policy.

Should your merchandise become defective within 90 days following your purchase date, we will gladly accept the item back to our warehouse and have a jeweler professionally inspect it and determine the proper course of action. ICE stands behind their merchandise and will try to repair it first - and should that not be possible, we will replace the item with a brand new one. In the event that we are unsuccessful in repairing or replacing the item due to a lack of stock or a discontinued item, we will issue a full refund against the item in the same form of payment that was initially used to purchase the item. Repairs and replacements within the 90 day warranty period are free of charge to our customers.

In the event that you have exceeded our 90 day warranty period, ICE will gladly repair your items. The return to us is free but the repair costs will be quoted to you before we begin the work and should you accept them, only then will we charge your account and proceed with the repairs. Should you choose not to repair the item, we will ship your item back to you at no additional cost.

Simply call our Customer Service Department at 1-800-539-3580 for a return authorization number. Our trained Customer Service Representatives will guide you through the process. Please see our detailed refund policy.

Once we receive your return, your money will be refunded or your credit card account will be credited for any payments you have made toward your purchase. The first credit will be made within 10 business days of receipt and verification of the merchandise. Delivery charges are not refunded. Please allow one monthly billing cycle in order for your credit to appear.

Ice.com makes every effort to get your order to you as soon as possible. In-stock items are generally shipped within 24 to 48 hours. Custom orders may take longer to process. Family and Personalized jewelry orders are shipped 7-10 business days after order has been submitted due to the customization work involved. Ask our Customer Service Representatives for shipping details when you place your order.

If you didn't get an order confirmation number after clicking the 'Submit Order' button, your order may not have been processed properly. Please contact our Customer Service Department by calling 1-800-539-3580 and our representatives will be happy to help.

Yes. Simply indicate the two addresses during the ordering process. For your protection, be sure to let your credit card issuer know that you'll be using a shipping address other than your billing address.

To check the status of your order, simply click on "My Account" at the top of any Ice.com page and go to "My Order History". Alternatively you can always call us at 1-800-539-3580 and our Customer Service Representatives will be pleased to help you. Please have your order number ready, or refer to your order confirmation e-mail.

To track your most recent orders simply click on "My Account" at the top of any Ice.com page and go to "My Order History". This is the easiest and fastest way to get the most current information regarding your Ice.com orders.

How a diamond is cut - so that all of its facets work in harmony to spark the greatest brilliance - is perhaps the most important thing to consider in the gem itself. Among the 4C's of diamond value, including clarity, color and carat weight, cut is the most critical. Cut is what unleashes a diamond's singular beauty. To learn more about the 4C's, visit our Learning Center.

At Ice.com we source our diamonds from the world's best, most respected and largest diamond suppliers. We make every effort, as do our suppliers to ensure that we do not knowingly purchase or sell any conflict diamonds. We buy only from suppliers who warrant that their diamonds are from sources free from conflict. We are committed to the highest standards on behalf of our customers. Click here for more information.

Simply put, a karat is the unit of measurement used to indicate the purity of gold (since gold is in fact a mixture of gold and other metals). Pure gold is 24-karat (24K), 18-karat gold is 75% pure, and so on. Carat is a term used to measure the weight of a diamond, e.g. 1-carat, 2-carat, and so on. One carat is equal to 0.2 grams. Visit our Learning Center for a complete discussion of Jewelry Terms.

Diamonds are graded and priced according to what is universally referred to as the '4Cs'. They are Cut, Color, Clarity and Carat weight. Each is a description of the various characteristics of a diamond. For example, Cut refers to the shape of the diamond, which affects its fire and brilliance. Color refers to the amount of color in the diamond (the less color a diamond has, the more valuable it is, all other factors being equal). Clarity describes the number of natural blemishes and inclusions a diamond has, and Carat Weight is simply a measurement of the diamond's weight (not its size). Visit our Learning Center for a complete discussion of diamonds.

18 Karat gold is more pure, meaning it contains a higher percentage of gold. Pure gold is 24-Karat (24K), 18-Karat gold is 75% pure, and so on. Visit our Learning Center for a complete discussion of Jewelry Terms.

If your jewelry has a number and a 'K', this denotes its Karat amount, or the purity of the gold in the piece (gold is actually a mixture of gold and other metals). Pure gold is 24-karat (24K), 18-karat gold is 75% pure, and so on. Visit our Learning Center for a complete discussion of Jewelry Terms.

There are many factors that can affect the value of gold jewelry. Since gold is sold by weight, heavier pieces can be more costly than lighter ones. Designer jewelry also generally costs more, especially if it is a one-of-a-kind piece. Special finishes, such as matte or sandblasted, may also affect the cost of the piece.

Avoid wearing your diamonds while doing housework, yard work or any other kind of rough work. Even though a diamond is extremely durable, a hard blow could chip it. Also, when doing household chores, never allow your jewelry to come into contact with chlorine bleach.

The best way to clean your diamonds is in a bowl of warm, sudsy water with a bit of any mild liquid detergent. Brush the pieces with a soft brush, then transfer them to a wire or tea strainer and rinse with warm water. Pat dry with a soft lint-free cloth. Ultrasonic jewelry cleaners also work quite well.

Your jewelry can be kept looking new if you follow a few simple guidelines: Avoid contact with bleach, soap, perfume, cosmetics, hairsprays, etc. Also, take your jewelry off at night and store it in a jewelry box with compartments that keep pieces from rubbing against each other.

You can clean your gold jewelry in a bowl of warm, sudsy water with a bit of any mild liquid detergent. Brush the jewelry with a soft brush until you have created a lather around it. With the jewelry on a plastic or metal strainer, rinse off with warm water (be sure not to clean your jewelry over the drain!) Pat your jewelry dry with a soft, lint-free cloth.

When you make a purchase on our site, you provide the following information to Ice.com:

Put simply, a cookie is a small piece of information that web sites use to remember information about users. Ice.com uses two types of cookies to recognize our members and remember shopping list items. Ice.com uses transient cookies to provide continuity from page to page. Within a single visit, these cookies store information such as your shopping list to simplify checkout. They do not contain any personally identifying information.

Ice.com uses persistent cookies to identify members after their first visit. These cookies remain on the hard drive of a PC and allow a user to enter our site without having to log in on every visit. To access any secure areas such as your account information, you must still enter your password.

Ice.com's database tracks the traffic throughout our site. This information is used to compile overall statistics and is not recorded at an individual level. The statistics help us decide which products and services best serve our members and guests.

Ice.com's database tracks the traffic throughout our site. This information is used to compile overall statistics and is not recorded at an individual level. The statistics help us decide which products and services best serve our members and guests.

Ice.com uses aggregate information from demographic surveys and traffic patterns to customize our site. State-of-the-art comparison technology allows us to use this information to make recommendations to members based on previous traffic patterns and purchases. Ice.com uses information only on an aggregate level and does not track information about individuals. Aggregate information may be shared with partners of Ice.com to plan advertising or promotions. We do not share any individual information.

Once in a while, Ice.com or a company selected by Ice.com may offer you the opportunity to participate in customer satisfaction, site improvement, and other business-related surveys. You may be asked to provide certain information to participate. All surveys are optional.

Ice.com does not provide any third party with any individually identifiable information other than that which is necessary to complete your order. Specifically, Ice.com gives your name, shipping address, phone number, and order information to our shipping carrier. Ice.com also supplies your name, billing address, and credit card information to the credit card processor who bills your account. Ice.com has strict guidelines requiring all third parties to keep any shared personal information confidential.

You can sign up for our newsletters by entering your e-mail address in the Newsletter sign up area on the left hand side on our home page. Users who no longer wish to receive promotional materials may opt-out of receiving these communications by using the unsubscribe feature within the e-mail.

If you have a question that isn't answered here, please call us at 1-800-539-3580 or send us an e-mail at info@ice.com and we'll be happy to answer it for you. Thank you for visiting Ice.com!