Contact Us

If you have a question about shopping and orders placed on our website, you may reach Icing.com 24 hour customer support by email at customersupport@Icing.com or phone (1-800-898-7518).

For all other questions, please e-mail customerservice@Icing.com or call 1-855-55ICING / 1-855-554-2464

Online Ordering

How to Shop on Icing.com

Customers may place orders on our United States website if they have a valid shipping address in the United States. We are sorry, but we cannot sell products (other than Icing Gift Cards) online in other currencies or ship outside these areas at this time.

To make a purchase, when you see an item you like, click on "Add to Shopping Cart" and continue shopping until you are ready to complete your purchase. Then, click on "Shopping Cart" in top menu to confirm your items. After you have reviewed your cart and made updates as desired, click on "Checkout" to proceed to and complete required shipping, payment, and billing information.

For registered users: If you are a returning customer and have an account at Icing.com, please sign in using your email address and password and you will be taken directly to the first Checkout page.

For non-registered users: If you are not registered, you can create an account, or proceed without creating an account by checking out as a Guest.

After following the steps to checkout, please carefully review your items and all of the checkout information you have provided before placing your order. Your order cannot be processed without correct shipping and billing information, and we cannot make changes to your order after it is placed. Once you've confirmed all information is correct, click "Place Order" to finish your purchase.

Buying Gift Cards on Icing.com

Customers in the United States, Canada, United Kingdom and Republic of Ireland may purchase Icing Gift Cards on Icing.com. All eligible customers may click on the link in the footer of our website to go to a page to select one or more Icing Gift Cards from an assortment of available designs and denominations that are redeemable in our Icing stores in these respective countries. Icing Gift Cards denominated in US Dollars and purchased in Icing stores, from other retail locations, or from Icing.com may be redeemed on Icing.com as well as in our US stores. We also offer electronic gift cards online. Please see our Terms of Use for further details.

Order Status & Tracking

After you complete the checkout process, the Order Summary page will confirm the details of the order you have placed and provide you with an Order Summary reference number. We recommend that you print this Order Summary page for your records, as it may be needed for order references and to track your order. You will also receive an order confirmation email with the order number, acknowledging your order has been placed. If you have not received an order confirmation email shortly after placing your order, please first check your email spam folder before calling Icing.com customer support.

Further information regarding the status of your order will be sent to you via email. When your order ships from our warehouse, you will receive a shipping confirmation e-mail containing tracking information for your packages. If you've received your tracking information, you may click the number to track your shipment. If you do not receive your order within five to seven business days via Standard Shipping, or the specified date for Expedited shipping options, please contact customer support by calling 1-800-898-7518 or by emailing customersupport@Icing.com.

For registered users: You may follow the status of your order via our emails to you, or sign into My Account at any point to check the status of your order in your Order History.

For non-registered users: You may follow the status of your order via our emails to you, or contact customer support by calling 1-800-898-7518 or by emailing customersupport@Icing.com. Orders placed as a Guest are not stored or retrievable on our website.

Gift Options

Your gifts can be delivered in our beautifully presented gift boxes for one flat rate per order. Just check the "Gift Wrap" box on the Shopping Cart page. We group items together depending on the size and number of items in your order. Sorry, but we cannot accept special packaging instructions at this time.

You may also choose an option to enter a personal message of ~100 characters on the Shopping Cart page. If you have selected our Gift Wrap option, your message will be printed on a gift note and packed in a gift box. If you have not selected the Gift Wrap option, your message will be printed on the packing slip included in your shipment.

Gift Receipts are available upon request, and will be shipped with your online order to the recipient without printed prices. Please note that returns of items with a Gift Receipt in store or by shipment back to us will be refunded a merchandise credit on a Icing Gift Card. If you have other questions about returns with a Gift Receipt, please call 1-800-898-7518, and one of our customer support agents can help you.

Tax Charges

Icing is required to charge sales and use tax according to Federal and State guidelines. Tax is calculated based on the shipping address and the appropriate rules for that tax jurisdiction. Note that the taxes presented at time of order submission are only an estimate. Final calculation of applicable taxes will be performed when the order ships, and your credit card is charged.

By submitting your order via the Site, you agree to pay the purchase price for the items you selected plus shipping and handling costs, and applicable sales tax. Depending on the tax laws in your state, you may be required to pay use tax on purchases for which we do not collect sales tax. The tax rate applied to your order will generally be the combined state and local rate for the address where your order is shipped.

Shipping Policy, Methods & Locations

CHRISTMAS 2014 DELIVERY SCHEDULE

Ensure you get everything by December 24th by placing your online orders by the following dates:

Method Date Order Must Be Placed By Order Shipping Fee
Standard (ground) 11:59 PM EST on December 16th $6.00
Express 1 PM EST on December 22nd $12.50
Next-Day 1 PM EST on December 23rd $17.50

Currently, we only ship merchandise purchased on Icing.com to the USA & Canada.

Icing.com customers may select from the shipping methods that are available for the item(s) you wish to purchase.

DELIVERY RATES & FEES (U.S. Dollars)

Method Estimated Delivery Time Order Shipping Fee
Standard (ground) 2 to 5 business days $6.00
Express 2 to 3 business days $12.50
Next-Day Next business day* $17.50

Standard Shipment: Following credit card authorization and verification of information, you will receive your order within approximately three to seven business days (Monday through Friday, not including holidays).

Accepted Payment Methods & Billing Information

Icing.com accepts Visa, MasterCard, American Express, and Discover, as well as PayPal and Icing Gift Cards for merchandise purchases. We do not accept American Express Prepaid Debit Cards.

During checkout, select a form of payment from the Icing Gift Card or credit card dropdown menus. Other than Icing Gift cards, all payment methods will be processed via "Credit Cards" fields during Checkout. If you do not already have a payment method stored, enter a new one. Then, enter your Billing Information as it appears on your credit card statement. If your information is already entered, confirm it is correct. Please ensure that your billing name is exactly as it appears on your credit card. For our customer's protection, transactions cannot be processed if billing information is not 100% accurate.

Other Frequently Asked Questions


Can I Update or Cancel My Order Once It Is Submitted?

Once your order is submitted, we begin processing it immediately so we can get it to you fast! During this time we usually cannot add or remove items, or otherwise modify or cancel your order. You may contact our Customer Support Team immediately to try to cancel your order and place a new one by calling 1-800-898-7518. If your order has not yet been processed, a customer service representative will be able to cancel your order. If the order has already been processed and you would still like to cancel your purchase, please follow the return instructions after receiving your package. Please see our Return Policy for additional information.

How Will I Know That My Order Was Accepted?
After you place an order, you will see a confirmation screen in your browser. Concurrently, we will send you an email to confirm that your order has been placed. For further questions, customers can call us at 1-800-898-7518, or email customersupport@Icing.com.

How Do I Check My Order Status or Track a Shipment?
If you have set up a Icing.com profile, you can sign in and go to My Account to check the status of your order by clicking on "Order History" from the navigation. Once you've found your order, click on the order number to view the details. If the order has shipped, click on the tracking number to track the status of your package. For standard shipping, you can expect to receive your package in approximately five to seven business days from the date the package shipped.

If you have not created an account on Icing.com (i.e., you are not a registered user), you may call 1-800-898-7518 to inquire about the status of your order with our Customer Support Team.

Why Was My Order Cancelled?
After you place an order, we have to verify and authorize all of the information that you have provided to us. In rare circumstances, authorization to process your order may fail or be delayed. If it fails, or if changes to our inventory occur that affect your order during a delayed authorization, we must cancel or modify your order. We will send you an email to notify you of any cancellations or updates as soon as they occur. For further questions, please call us at 1-800-898-7518, or email customersupport@Icing.com.

How can I save with Buy One Get One Free at Icing.com?
You simply add any two qualifying items to your cart and the lower priced item is free!

How can I save with Buy One Get One 50% Off at Icing.com?
You simply add any two qualifying items to your cart and the lower priced item is 50% off!

Returns & Exchanges

Return Policy

We hope you love what you ordered, but if not, you can return most of our merchandise. We gladly accept returns of most new, unused items in their original condition, including all tags and other item packaging.

Exclusions: Items marked "Online Only" may be returned only by mail.

Real body jewelry, cosmetics (if seal is broken), and clothing or footwear from which the tags have been removed cannot be returned or exchanged at all. Icing gift cards are not returnable or redeemable for cash (except as required by law).

How to Return Merchandise

Our merchandise can be returned or exchanged in our stores within 60 days (90 days with a gift receipt) in its original condition, including all tags and other item packaging, for a full refund. If you purchased items online at icing.com, you may also return them to us by shipment by following the instructions on the back of your invoice, and below. We cannot process exchanges of online purchases via shipment. Store purchases cannot be returned by shipment. Please see our Return Policy for item exclusions in above section.

If you receive an incorrect item, or damaged or defective merchandise, please contact icing.com Customer Support immediately by calling 1-800-898-7518, or emailing customersupport@icing.com.

Returns In Store: You may choose to return or exchange your merchandise at a Icing store near you. Please have both a government-issued ID and the original receipt displaying prices available to receive a full credit. If you used a credit card to make your purchase, please have that available for the store associate to credit your account. If you used PayPal to make your purchase, a full store credit will be made to Icing Gift Card. For returns without a receipt or with a icing.com gift receipt, we will issue a store credit in the form of a gift card for the current selling price. Exclusions: Items marked "Online Only" may be returned only by mail.

By Shipment: If you ordered your merchandise from us online, and would like to make a return by mail, you must pack the merchandise in its original, unused condition, including tags and packaging, along with the return form provided in your order shipment. Place the prepaid shipping label included in your order on your box and ship back to us at the pre-printed address on that label. Please keep the return tracking number for your records. Please allow 14 business days for receipt and processing of your returned merchandise. When the return is approved, we will issue a credit to the original payment method or, for returns with a gift receipt, send a store credit in the form of a gift card. Please note that if you use our prepaid shipping, a charge of $5.50 will be deducted from your refund amount. You may select an alternative carrier of your choice where you will be responsible for paying all shipping related costs, in which case the return fee will not be deducted from your return.

Sorry, but Icing does not offer exchanges by mail.

Creating and Managing a Icing.com Account

Why create an account?

We encourage you to create an account with Icing.com to make your shopping experience easier and faster. By creating an account you will be able to:

  • Track and trace your orders
  • Store addresses for faster billing and shipping
  • View your past order history
  • Use other enhanced features of our website

If you are a new customer, you may create an account by clicking on the LOG IN / SIGN UP link on the top right of the screen. You will be prompted to fill in your name, email, birth date and create a password. Once you have done so, click the "submit" button.

Forgot your password or login?

If you have forgotten your password, please click on "Forgot your password?" in the LOG IN / SIGN UP section of the website. Your new, temporary password will be sent to you via email.

Address Book

Your address book within MY ACCOUNT allows you to store and edit both shipping and billing addresses for an easier checkout process. After you have created an account, you can fill in your billing and multiple shipping addresses if applicable by choosing the "Edit" link.

Order History

With a Icing.com account, your previous purchase can be reviewed in the ORDER HISTORY section of MY ACCOUNT

Technical Information

Viewing Our Site

The Icing.com website has been optimized for a screen resolution of 1024 x 768 px. You will also need a recent version of a browser such as Internet Explorer, Mozilla, Firefox, Safari or Opera. To enjoy the full range of features offered by the Online Store, you will also need a recent version of the Flash Player plug-in (version 9 or higher).

If you are a new customer, you may create an account by clicking on the SIGN UP FOR STYLE/MY ACCOUNT link on the top right of the screen. You will be prompted to fill in your name, email, birth date and create a password. Once you have done so, click the "submit" button.

Enable Cookies

In order to sign up (register) for an account and checkout on Icing.com, cookies must be enabled within your web browser. If you have disabled cookies on your browser, you must take steps to enable the acceptance of cookies to sign up for an account and checkout on Icing.com.

Security Settings

Some certain browsers will not allow communication through servers using certain security protocols. If this is the case for your browser, you won't be able to place an order online. If you have any problems placing an order online please print your shopping page and place your order by phone at 1-800-898-7518.

By submitting your order on Icing.com, you represent that you are purchasing for private household use only. We do not authorize any sale of our products outside the U.S. or any commercial resale. We reserve the right to reject orders and limit order quantities in our sole discretion.

By submitting your order via the Site, you agree to pay the purchase price for the items you selected plus shipping and handling costs, and applicable sales tax. Depending on the tax laws in your state, you may be required to pay use tax on purchases for which we do not collect sales tax.

Delivery

Risk of loss and title will pass to you upon delivery of the goods to the F.O.B. point. You will bear the risk of delay and increased costs of shipment.

We do not accept any cancellations or returns except as specified in our Return Policy or required by applicable law.