Shipping policy

At Pure Ice Company, every piece is custom-made with precision and care. We are committed to ensuring your order arrives safely and securely.

Order Processing

Because every item is custom-made, production begins only after your order has been confirmed. For products requiring CAD approval, production will begin once the final design has been approved by the client.

Estimated production time is 2–3 weeks, unless otherwise stated on the product page.

Shipping

Once your order has been completed, it will be shipped via UPS Ground Insured.

All shipments require an adult signature upon delivery to help ensure your order is delivered safely.

Tracking information will be provided once your order has been shipped.

Shipping Timeframes

Estimated delivery dates are provided for convenience only and are not guaranteed.

Shipping times may vary due to factors beyond our control, including but not limited to:

  • Carrier delays
  • Weather conditions
  • Holidays
  • Customs processing (for Canadian orders)
  • Other unforeseen circumstances

Pure Ice Company is not responsible for delays caused by the shipping carrier or events outside of our control.

Shipping Address

Clients are responsible for providing a complete and accurate shipping address during checkout.

Pure Ice Company is not responsible for delays, additional shipping charges, or lost packages resulting from incorrect or incomplete shipping information provided by the client.

If an order has not yet entered production, please contact us immediately if you need to update your shipping address.

Shipping Insurance

Every shipment is fully insured while in transit.

If your package is lost or damaged during shipping, please contact us as soon as possible so we can assist with filing a claim and determining the appropriate resolution.

Damaged Packages

If your package arrives visibly damaged, we recommend photographing the packaging  opening.

Please notify us within 48 hours of delivery and include:

  • Your order number
  • Photos of the damaged packaging
  • A brief description of the issue

Lost Packages

If your tracking information indicates your package has been delivered but you cannot locate it, please:

  • Verify the shipping address provided during checkout.
  • Check around your delivery location.
  • Ask household members or neighbors if they accepted the package.
  • Contact UPS to inquire about the delivery.

If you still cannot locate your package, please contact us and we will assist you in working with the carrier.

International Shipping

We currently ship to the United States and Canada.

International clients are responsible for any applicable customs duties, taxes, import fees, or other charges imposed by their local government.

Questions

If you have any questions regarding your shipment, please contact us. Our team is always happy to assist you and provide updates whenever possible. sales@icepureco.com