Frequently Asked Questions
Shipping, Returns & Exchanges
How do I know when my order has shipped?
Once your order has been shipped, you will receive a confirmation email with the tracking information.
How long does the shipping and processing take?
Shipping usually takes 3-15 days and is done by USPS (for the US) or other carriers for international delivery.
Processing time is on average 1-3 days, but can be up to 7 days for some products or in case of over orders.
How much is shipping/taxes?
At GottaIce, shipping is free and tax-free worldwide.
Why is the tracking number not working?
Please allow some time for the tracking information to update. If the tracking number is still not working after a few days, please contact our customer support at email@example.com.
Why was my package returned?
There could be various reasons why a package is returned, such as an incorrect address or failed delivery attempts. Please contact our customer support for further assistance.
Order & Payment
What methods of payment are accepted?
We accept major credit cards, PayPal, and other secure payment options. You can find the available payment methods at checkout.
Why was my payment declined?
Payment declines can occur for various reasons, including insufficient funds, card expiration, or security concerns. We recommend contacting your payment provider or using an alternative payment method.
How do I change/modify my order?
If you need to change or modify your order, please contact our customer support as soon as possible. We will do our best to accommodate your request if the order hasn't been shipped yet.
How do I cancel my order and get a refund?
To cancel your order and request a refund, please reach out to our customer support with your order details. We will assist you with the cancellation process and initiate the refund if applicable.
Can I choose a different chain for my pendant?
Yes, we offer customization options for some of our products. Please contact our customer support to inquire about changing the chain for your pendant.
Products & Quality
Is the jewelry 100% solid gold or gold-plated?
Our jewelry is available in a variety of materials, including 18k gold-plated, stainless steel, and sterling silver. Please refer to the product description for specific material details.
What kind of stones are used?
We use a variety of stones in our jewelry, including cubic zirconia, lab-grown diamonds, and other high-quality gemstones. Each product description specifies the type of stone used.
Do you take custom jewelry orders?
Yes, we accept orders for custom jewelry. Please visit our customize collection to make your choice. Please note that it will take 15 to 20 days for your jewelry to be customized.
How long does it take to customize a product?
The customization time may vary depending on the specific product and design. Please contact our customer support for more information about customization timelines.
Does the gold plating persist or fade over time?
Our gold-plated jewelry is designed to maintain its color and shine over time with proper care. However, factors such as exposure to chemicals, sweat, and personal habits can affect the longevity of the gold plating. We recommend following our care instructions to ensure the best performance of your jewelry.
What is GottaIce?
GottaIce is a black-owned, with Caribbean roots brand founded by a dedicated woman, curating exceptional iced out hip-hop jewelry. We select high-quality, sustainable pieces without blood diamonds, providing the best value at affordable prices. Celebrating our vibrant heritage, GottaIce infuses the dynamic spirit of hip-hop culture into each piece, empowering you to express your individuality and make a statement.
Do you provide a B2B service?
Yes, we offer a B2B service for businesses interested in partnering with us. Please reach out to our customer support or email us at firstname.lastname@example.org for more information about our B2B opportunities.
How can I support a charity through your products?
GottaIce is committed to giving back to the community. With select products, a portion of the proceeds is donated to charitable organizations. Look for the "Supports Charity" label on eligible products to contribute to the causes we care about.