Frequently Asked Questions
1. Can I checkout as a “Guest”, rather than signing up for an Icebreaker account.
A. Yes, you can checkout as a Guest. However, signing up for an Icebreaker account allows for a much quicker checkout, as it stores your details for future purchases.
2. What if my billing address is separate from my shipping address
A. No problem. You will be prompted to enter separate details for shipping and billing addresses at checkout. If the addresses are the same you can specify that too and avoid entering your details twice.
3. When will my order ship?
A. Most orders ship within 1 business day of being processed. A business day is Monday-Friday, excluding Holidays.
4. What is the cost of shipping?
A. Ground shipping is free on orders over $99. Please visit our Shipping page for more information on shipping costs.
5. How will my order ship (carrier)?
A. All orders will ship UPS. Please see our Shipping page to learn more about our different UPS services.
6. How long will my order take to ship?
A. Please see our Shipping page for more information about Holiday shipping times.
7. Can I ship to International/APO/FPO addresses
A. No, our UPS shipping service can only ship to a physical shipping address within the US.
8. How can I track my current order placed on www.icebreaker.com?
A. Once your Icebreaker order has been shipped, you can track it by logging onto your account and viewing the shipment and tracking information shown in your order history. You will also be sent a tracking number in your Shipment Confirmation email.
9. Why didn’t my coupon or discount apply to my order?
A. Coupons must be entered at Step 2 of checkout and cannot be combined with any other discounts or coupons. If the discount or coupon was not applied, please email us at CustomerService.US@icebreaker.com or call 1-866-403-0576
10. If an item says “Your selected size/colour is out of stock” can I order it and put it on backorder?
A. Unfortunately, no, we cannot accept backorders.
11. How do I return an item?
A. Visit our Returns page for directions on how to return an item.
12. How do I return an item I already returned for exchange?
A. If you need to return an item that has already been returned for exchange once, please email us at CustomerService.US@icebreaker.com or call 1-866-403-0576
13. When will my return be processed?
A. Please allow 5-7 business days for our warehouse to inspect your return and process your refund or exchange.
14. How can I track my exchange order status?
A. Once your exchange order has been shipped, you can track it by logging onto your account and viewing the shipment and tracking information shown in your order history. You will also be sent a tracking number in your Shipment Confirmation email.
15. Can I return an item purchased on icebreaker.com back to a TouchLab?
A. Yes, you can. Please bring a copy of your Order Confirmation (receipt) with you for the return to be processed in-store. The Order Confirmation was displayed when you originally placed your order, but if you don’t have a copy of it handy you can find and print a copy of the email confirmation you received or print a copy from your Order History page.
16. What is the Icebreaker warranty policy?
A. Please visit our Returns page to learn more about our Warranty policy and our 100% Comfort Guarantee.
17. What is the best way to care for Icebreaker products?
A. Visit the care guide on our Product Information page to learn about the best way to care for your Icebreaker products.
18. Where can I buy Icebreaker at a brick and mortar location?
A. Please visit our Retail Locator page to search for a retailer in your area by zip code, city, or state.
19. How can I change my username and/or password?
A. You can edit your account details at the My Account Page.
20. How do I remove myself from your mailing list?
A. Each email you receive from us has an “unsubscribe” link at the bottom of the email that will remove you from our email list if you click on it. You can also email us at CustomerService.US@icebreaker.com or call us at 1-866-403-0576.
21. How do I find out about employment opportunities with Icebreaker?
A. Please visit our Careers page to learn more about employment opportunities at Icebreaker.