FAQ
Frequently Asked Questions
Where do you source your designer clothing?
Luxury brands often sell products at extremely high markups in comparison to what materials and labor is actually worth. By sourcing directly from the same or similar trusted manufacturers and wholesale channels, we’re able to offer high-quality fashion at a fraction of traditional retail prices often 50–75% less without compromising on style or craftsmanship. See our About Us page for more.
Where do your products ship from?
Our products may ship from third-party suppliers located outside of the United States, including but not limited to France, Japan, Italy and China. This allows us to offer a wider range of luxury items at competitive prices.
How long does shipping take?
Orders are typically delivered within 5–15 business days after processing. In rare cases, delays may occur due to holidays, customs processing, or carrier issues, which may extend delivery by usually no longer than 6 additional business days.
Will I receive tracking information?
Yes. Tracking details will be provided once your order has been processed and shipped. Tracking availability may vary depending on the carrier.
Are there any possible differences from what big brands are selling?
Due to the nature of how our items are sourced, a some of our product on our website may be subject to include minor differences like packaging, missing serial numbers, tags and inside markings, alternative metal or plastic materials, or minor labeling typographical inconsistencies. These differences, if they occur, are minor and do not at all impact the quality or functionality of the item.
Are your products authentic luxury brand items?
Yes, our products are authentic in nature, quality and style, but unless explicitly stated otherwise, are not sourced from big brands themselves. We work with independent manufacturers directly.
What is your return and refund policy?
Refunds are available only for verified quality issues or serious concerns. Requests must be submitted within 72 hours of delivery and must include clear photographic evidence. Refunds are processed after the returned item is received and verified at our designated U.S. return address.
What does NOT qualify for a refund?
The following do not automatically qualify for a refund:
- Minor cosmetic differences
- Packaging variations
- Occasional missing serial numbers or tags
- Delays caused by shipping carriers or customs
How do I request a refund or return?
Please contact us via email or text with your order number and photos of the issue. Our support team will guide you through the next steps.
What if my order is delayed?
Shipping times are estimates. If your order exceeds the estimated delivery window, please contact us and we will assist in tracking and resolution.
How can I contact customer support?
📧 Email: contact@icecoldgoldusa.com
📞 Text: +1 (720) 260-4320
Guaranteed Support Hours: Monday–Friday, 9:00 AM – 5:00 PM (MST)
Response Time: 1–5 business hours normally, 24-48 hours in rare cases
What should I do before opening a payment dispute?
We strongly encourage customers to contact us directly first. Most issues can be resolved same day without the need for a dispute or waiting weeks for a resolution.
Can I change the color or size of an Item after ordering?
Yes, until order is fully processed (within 24-72 hours). Once order is fully processed, and on the way, you will have to wait for arrival and then contact us directly to get your issue resolved. If just a sizing or color issue, the item may be returned to our designated USA address and replaced but does not qualify for an automatic full refund.
Can I cancel an order that I've made already?
Yes, until order is fully processed (within 24-72 hours). Once order is fully processed, and on the way, you will have to wait for arrival and then contact us directly to get your issue resolved. The item may be returned to our designated USA address for a full refund minus fees.