Refund policy
We want you to be confident in your ICETRAX purchase. If something isn’t right, we’re here to help.
60-Day Return Policy
You may request a return within 60 days of receiving your order.
For a standard return, the product must be in the same condition in which you received it, unused, with all included components, and in its original packaging. Proof of purchase is required.
If your return is approved, we’ll provide a prepaid return shipping label along with instructions on how and where to send your package.
Items sent back without first requesting a return will not be accepted.
30-Day Money-Back Guarantee
In addition to our standard return policy, ICETRAX purchases are covered by our 30-Day Money-Back Guarantee.
If you try your ICETRAX product and decide it isn’t right for you, you may request a return within 30 days of receiving your order, even if the product has been opened or used.
Returns under the Money-Back Guarantee must be approved before being sent back. We may ask for your order information, the reason for the return, and photos of the product as part of the approval process.
The product must be returned with all included components. The Money-Back Guarantee does not cover products that have been intentionally damaged, misused, altered, lost, or used outside their intended purpose.
How to Start a Return
To request a return, contact us at cs@icetrax.ca and include your order number and the reason for your return.
We may request additional information or photos before approving the return.
Once approved, we’ll send you a prepaid return shipping label and return instructions.
Please do not send products back without first contacting us, as unauthorized returns may not be accepted.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If your product arrives damaged, defective, or you receive the wrong item, contact us at cs@icetrax.ca as soon as possible so we can evaluate the issue and make it right.
We may request photos of the product, packaging, or shipping label to help us resolve the issue.
Return Exceptions
Returns may be refused if the product:
- Has been intentionally damaged, abused, or misused
- Has been altered or modified
- Is missing components that were included with the original purchase
- Was used outside its intended purpose
- Is returned without prior authorization
- Is marked as Final Sale at the time of purchase
Products returned under the 30-Day Money-Back Guarantee may be opened or used, provided they otherwise meet the conditions of that guarantee.
Exchanges
We do not currently process direct exchanges.
If you would like a different size, model, or product, the fastest option is to return the original item and place a new order for the item you want.
Refunds
Once we receive and inspect your return, we’ll notify you whether the refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow additional time for your bank or credit card provider to process and post the refund after it has been issued.
Any original shipping charges are non-refundable unless the return is the result of an incorrect, damaged, or defective item.
Purchases From Other Retailers
This return policy applies to products purchased directly from the ICETRAX website.
If you purchased your ICETRAX product from Amazon, Costco, or another retailer or marketplace, the return must generally be handled through the retailer where the purchase was made and is subject to that retailer’s return policy.
For product warranty claims, please refer to our ICETRAX Product Warranty.
Contact Us
For return or refund questions, contact:
