SHIPPING & RETURNS

Shipping Policy

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Shipping Time

Our products are handmade in small batches. Most items listed as in-stock will ship within 7 days, but please contact us before you place your order if you need it processed sooner and we will try to accommodate. Between the Dec. 15 to Jan. 1 holiday season, you can anticipate delays of additional days due to the holidays. All packages ship via USPS and Canada Post, with international packages transferred to the national postal service of the recipient's country. Please email us at dawne@icemelk.com if you have any questions or requests.

Depending on your location, shipping times can vary. In Canada, regular post is 6-10 business days. Shipping to the U.S. is generally 6-12 business days. Please note, we cannot guarantee delivery by a specific date, and shipping time estimates provided are only a guideline. During the holiday season there are frequently delays in the postal system, and while we will make every effort to fill your order in time, we recommend placing gift orders as early as possible to ensure sufficient transit time. 

 

Free Shipping & Tracked and Express Shipping

We offer free standard shipping within Canada and to the United States. This is not applicable to orders shipping to Puerto Rico, Guam, or any other locations outside of the 50 United States. Tracking is not included in the free standard shipping due to the high cost. If you require tracking or express shipping, please purchase an option with tracking or express shipping. Icemelk will not be held responsible for orders that do not have tracking. Once the order leaves Icemelk's warehouse. Icemelk cannot guarantee the delivery date of an order. 

Regions

We are currently able to offer our products to shipping addresses in the 50 United States and Canada.  

Delivery

If your package has not arrived after the posted shipping date, please look for a notice of attempted delivery—packages sometimes cannot be delivered if you are not home and might need to be picked up from a post office. We would also suggest looking around to see if it was left nearby where you are expecting it, and checking with other members of your household. Sometimes a package is marked as delivered while still in transit, so sometimes it may be another day before it is actually dropped off.

For more information for U.S. customers, contact your local post office or call USPS at 1.800.222.1811.

For customers in Canada, please contact Canada Post.

If you have chosen tracked shipping to the USA, USPS tracking can sometimes show a package as delivered before it actually reaches you. Usually, this happens when a package is scanned while going into a delivery truck but isn't actually dropped at its final location yet. When this happens, the package generally reaches its final destination within 1-3 delivery days after the date it is noted as being delivered. This is common. Please connect with your local post office. 

Once we have shipped a package, we can no longer control its location or make specific requests for delivery/re-delivery. As the recipient, you have the ability to make requests for delivery that we as the sender cannot. We will provide what information we are able to, but it is ultimately your right as the recipient to contact Canada POst, USPS or your national postal carrier to arrange delivery. 

It is your responsibility to ensure the delivery address provided is secure. We cannot be responsible for stolen packages. 

Returns

Due to the nature of the product, we cannot accept returns. Prior to purchase, please review the product carefulfully. All ingredients are listed on the website. If you received the incorrect product, please contact us and we will send you the correct product. 

International Orders

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. These charges are always the recipient's responsibility. You should contact your customs office for specific amounts and percentages, as well as any information on regional restrictions.

You are responsible for picking up your package from any customs hold, and your package will be returned to us if you do not pick it up. You are responsible for any postage incurred, and shipping fees for unclaimed packages cannot be refunded.

Icemelk cannot control any duties or taxes applied to your package. You will be responsible for paying any taxes, duties, or additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. You are responsible for awareness of any relevant import restrictions, and should not order any items that are prohibited in your region in any way. If we are aware of any order violating regional restrictions, your order will be cancelled and refunded. 

On rare occasions, custom agents may delay delivery of some packages. We are unable to expedite this process and cannot be responsible for these delays.

By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees. Please note, if you refuse a shipment from Icemelk, you are responsible for the original shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to us. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.

Currency Conversions

All default prices listed on our site are in Canadian dollars, and you will be charged in Canadian dollars. The bank that has issued your credit card determines the exact exchange rate that you will pay, but in general it will match very closely with the current exchange rates. We provide a currency converter to help our international customers estimate, but fluctuations in exchange rates or rates determined by your card may result in a difference in your actual charges. Please contact your bank or card issuer if you have any questions about those rates.


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