FREQUENTLY ASKED QUESTIONS

  • CAN I CHANGE OR CANCEL MY ORDER AFTER PLACING IT?

    Once your order is submitted, we begin processing it immediately so it can get to you ASAP! During this time, we cannot cancel or modify your order.

  • How DO I BUY ONLINE, PICK UP IN-STORE?

    It's as easy as 1, 2, 3! Shop your fave items online, swing by the store, and pick up your order in 2 hours or less. To place an order, select your location and choose "Pick-Up" as your delivery method in the shopping bag. When your order is ready for pickup, you’ll receive a notification via email. Bring your order confirmation email (printed or mobile), a valid photo identification, and the original form of payment to the store. Please view our Buy Online, Pickup In-Store FAQ here for more details.

  • WHY SHOULD I CREATE AN ICING ACCOUNT?

    Create an ICING account for a smooth and speedy shopping experience! Benefits include:

    • Track your orders
    • Save addresses for faster billing and shipping
    • View your past order history
    • Enjoy other enhanced website features

    If you’re a new customer, you can create an account by clicking on the Login/Register link at the top right of your screen. Just fill in your details, create a password, click “submit”, and you’re good to go!

  • WHAT PAYMENT METHODS ARE ACCEPTED?

    Our online store accepts Visa, MasterCard, American Express, PayPal, and ICING Gift Cards for U.S. merchandise purchases. We do not accept American Express prepaid debit cards.

    During checkout, select your preferred payment method from the ICING Gift Card or credit card dropdown menus. Other than ICING Gift cards, all payment methods will be processed as credit. 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’s 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.

  • HOW CAN I GET IN TOUCH WITH ICING?

    For any questions about online shopping or orders, please email customersupport@icing.com or call 1-800-898-7518. Our customer support hours are: 8:00am–7:00pm CST (Monday–Friday) & 10:00am–6:00pm CST (Saturday–Sunday).

    For all other questions, please email customerservice@icing.com or call 1-888-252-4737.

DELIVERY & RETURNS

  • HOW CAN I TRACK MY ORDER?

    After you complete the checkout process, you’ll see a page with your order summary and reference number. Keep this order summary number for your records, as it may be useful. You should also receive an order confirmation email. If you have not received an order confirmation email, make sure to check it didn’t land in your email junk folder!

    You should receive an Icing email updates regarding your order status. When your items ship, we’ll send you a shipping confirmation email with your tracking information. Just click the number provided to track your order. If you do not get your order within 5–7 business days via standard shipping or the specified date for expedited shipping, don’t worry — please call customer support at1-800-804-7194 or email us at customersupport@icing.com.

    ICING account users can track orders at any time by signing into My Account and selecting 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 1-800-804-7194 or by emailing customersupport@icing.com. Orders placed as a Guest are not stored or retrievable on our website.

  • WHAT IS THE ICING PROMOTION & EXCLUSIONS POLICY?

    Site content, including promotions and pricing, may be changed at any time. We reserve the right — at any time and in our sole discretion — to modify, suspend, or discontinue any service, product, price, or promotion offered through the sites, with or without notice.

    • Errors, inaccuracies, & omissions: Occasionally, our site may contain typographical errors, inaccuracies, or omissions that may relate to pricing, promotions, product descriptions, offers, and availability. We reserve the right to correct any errors, inaccuracies, or omissions, and to change or update any inaccurate site information at any time and without prior notice (including after an order has been submitted). Find out more about our promotions & exclusions here.
    • Gift cards: Customers in the United States, 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.
  • WHAT IS ICING 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 DO I RETURN MERCHANDISE?

    Our merchandise can be returned or exchanged in our stores within 60 days 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. For items purchased in multi buy offers such as Buy one Get one Free, Buy one Get one 50% off, etc, you must return all items purchased under the offer for a full refund as we will not refund on part purchase. In interests of hygiene and for your protection we do not accept returns of, or refunds on, unsealed cosmetics, pierced earrings or jewelry sets containing earrings or real body jewelry unless the items are of unsatisfactory quality or unfit for purpose.

    Currently Icing does not offer prepaid return shipping labels. If you would like to return your items via mail your refund for the return shipping will be via an Icing gift card. Icing does not have the ability to issue a refund for the return shipping to your original form of payment method. If you do not wish to receive a refund for the return shipping via an Icing gift card please take your return to your local Icing store. Please note that Icing will only issue a refund for the return shipping if you received the wrong or damaged item/s. Please see our Return Policy for item exclusions in above section.

    If you received the wrong item or damaged merchandise, please call customer support at 1-800-804-7194 or email customerservice@icing.com.

    • Returns In Store: You may choose to return or exchange your merchandise at an 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 an Icing Gift Card. For returns without a 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. Please send your return via carrier of your choice to the address below.

      Icing.com
      Returns Department
      2400 West Central Road
      Hoffman Estates, IL 60192

    Sorry, but Icing does not offer exchanges by mail.
  • WHAT ARE YOUR DELIVERY OPTIONS?

    We deliver to all 50 U.S.states, including Alaska & Hawaii so everybody can enjoy great products from Icing! Please see our shipping information below:

    • Buy Online & Pick Up In-Store: Pick up in 2 hours!
    • Standard (Ground) Shipping: $7.95
    • Express Shipping: $13.95
    • Next-Day Shipping: $19.99

    Our online store is proud to offer standard shipping to APO/FPO addresses, though it may take longer to arrive than the listed delivery times. Unfortunately, we do not offer express shipping services to APO/FPO at this time. Also, we do not ship internationally. Standard shipping does not include express or next-day shipping.

  • MY PACKAGE IS MISSING - WHAT DO I DO?

    If you’ve yet to get your package, we're sorry! For any orders delivered to a neighbor’s address, we’ll place a calling card through your door with the property name or number where your package is located. If you're still not able to locate your package, don't worry — contact customer service to resolve the issue.