FAQs
Order Information
What is your order process like?
Our ordering process is simple—once you complete your purchase through checkout, you will receive a payment confirmation email. After receiving this confirmation email, please allow 24-48 hours for us to process and package your order before shipping it. Once shipped, we will immediately send you a second shipping confirmation email with tracking details to let you know your order is on its way.
Was my order successful?
If your account has been charged, your order has been received and is being processed. Your order confirmation email will be sent to the email address you provided when placing your order. If you do not receive a confirmation email, please contact our customer service team at service@icerime.com.
My order cannot be processed. What should I do?
If you still receive an error message after checking your payment information, billing, and shipping address, please make sure you are using the latest web browser version. Please click the "Place Order" button only once to avoid repeated authorization. If you continue to receive an error message, please contact customer service at service@icerime.com.
Where is my order confirmation?
After your order ships, you will receive a confirmation email to the email address you entered with your order. If for any reason you don't receive this email, please check your spam folder and add service@icerime.com to your safe senders list. After your order leaves our warehouse, you will receive another notification with tracking information.
I need to make a change to my order. What should I do?
We process orders very quickly to get your order to you as quickly as possible. If you need to make a change, please contact us immediately. However, once your order has been processed by our warehouse, we are unable to make any changes.
Why was my order canceled?
If your order was unexpectedly canceled, it's likely that our fraud filters have flagged your order as fraudulent. If you are certain it's not fraudulent, please contact us at service@icerime.com and our customer service team will ensure your order is processed.
What is your return and exchange policy?
For more information, please refer to our Returns page. Before returning any item to us, please ensure you understand our return policy and that all conditions have been met.
My order didn't arrive on time. What should I do?
If your order doesn't arrive within the specified delivery timeframe, you can track it here to see its current location. Sometimes, orders are delayed due to customs delays. Please also contact our customer service team at service@icerime.com and we'll provide you with the latest information.
Payment and Security
Is shopping on your website secure?
Yes. We understand that the security of your personal information is important to you. We use SSL technology, Trustwave, and industry-standard firewalls to ensure your privacy and help protect your personal data.
To protect your personal data and credit card information from unauthorized access, ShopVitru.com uses Secure Sockets Layer (SSL) technology to provide you with the most secure shopping experience. SSL technology encrypts (scrambles) sensitive information, including passwords and credit card numbers, during your online transactions.
All forms on our website are protected by SSL technology, ensuring your personal information is protected from malicious attackers. icerime.com's servers are also protected by a secure firewall—a communications management computer designed to keep your information secure and prevent other internet users from accessing it. Therefore, your shopping experience is completely safe.
What payment methods do you accept?
We happily accept PayPal and most major credit cards, such as Visa, MasterCard, American Express, and Discover.
Was I charged twice?
You will only be charged once. If you just placed an order and received an error message the first time, the second charge you saw was an authorization. This is common practice for banks processing credit card transactions to ensure sufficient funds and account integrity. This authorization will be cleared (usually within 48-72 hours, depending on your bank). If you need help expediting the process, you can contact your credit card issuer. Please only click the "Place Order" button once to avoid multiple authorizations.
What is your privacy policy?
We will not share your personal information with anyone. Our privacy policy details how we collect your personal information and how we use it.
Shipping and Delivery
How much is shipping?
Standard Tracked Shipping: Free
Do you ship internationally? Yes.
How can I track my package?
You can contact customer service at any time at service@icerime.com to check the status of your order.
When will my order be shipped?
Orders will ship within 24-48 hours.
