Support
Shipping & returns
Every order ships from Vancouver, BC. This page sets out how it travels, and what happens if something is wrong when it arrives.
Shipping
- Lead time
- 2–3 weeks
- Rate
- $8 flat — free with a tin and a Chillcore pack
- Origin
- Vancouver, BC, Canada
- Transit
- 3–8 business days
A tracking number is emailed the morning an order leaves. On international orders, customs duties and import taxes are set by the destination country rather than by us, and are not included at checkout.
Returns — the cold-or-refund guarantee
Use the tin in normal daily conditions for 30 days. If it does not hold pouches noticeably colder for the length of a working shift, return it for a full refund with return shipping paid. There is no requirement that it be unused or in its original packaging — the guarantee exists so the product can be tested properly. The lifetime warranty on the shell applies regardless.
Email shop@icetins.com with your order number and a prepaid return label is sent back. You do not need the original packaging, and the tin does not need to be unused — carrying it is how you find out whether it works.
Opened Chillcore packs are not returnable, as a gel pack that has been frozen cannot be resold. All other items are refundable in full. If a pack’s seal arrives compromised, that is a warranty replacement rather than a return.