Shipping Protection
At checkout, you'll have the option to add Shipping Protection to your order. It's entirely optional, and it's there for your peace of mind — especially on higher-value items — while helping us make sure you're taken care of quickly if something goes wrong in transit. Here's exactly what it covers, what it doesn't, and how to file a claim.
What's Covered
Lost in transit. If the carrier confirms your shipment is lost before it reaches you, we'll send a free replacement.
Damaged in transit. If your order arrives visibly damaged, we'll replace it or, for minor damage, offer an exchange — whichever gets you a usable product fastest.
What's Not Covered
- Packages stolen after delivery (porch piracy). Once the carrier marks a package "Delivered," their liability ends — and so does ours under this program. We'd rather tell you that plainly now than have it be a surprise later. If porch theft is a concern where you live, consider having orders shipped to a location where someone can bring the package in soon after delivery.
- Incorrect or incomplete shipping addresses. Please double-check your address at checkout — we're not able to cover packages misdelivered due to address errors.
- Delivery refused at the door.
- Orders held in customs, for international shipments.
How to File a Claim
If your order was lost or damaged in transit, file a claim directly through our claims portal. Have your order number ready and, for damaged items, photos of the item and its packaging — this helps us process your claim faster.
From there, our team will review your claim and follow up with next steps. Approved claims for lost items are replaced; damaged items are replaced or exchanged depending on the extent of the damage.
Questions before filing? Reach out to our Customer Care Team at info@iceboundessentials.com or through our Contact Page.
How This Works
Shipping Protection isn't an insurance policy — it's a program we run and fund ourselves to give you peace of mind and a faster resolution than a standard carrier claim if your order runs into trouble in transit.