Frequently Asked Questions
Can my order be delivered internationally to Hong Kong SAR?
Yes. Through icebreaker’s partnership with Borderfree, we are pleased to provide an enhanced international shopping experience for customers in Hong Kong SAR. As a shopper in Hong Kong SAR, you now get the benefit of seeing product prices in your local currency, guaranteed order totals at checkout and no hidden fees, cost-effective international shipping, and much more.
What is Borderfree?
Borderfree is a global ecommerce solution that allows us to present our international shoppers with product prices in the currency of their choice, competitive international shipping costs, and the lowest possible guaranteed order total. The Borderfree solution allows us to serve the best possible shopping experience to our customers in Hong Kong SAR, so you can always buy from us with certainty.
How will I know how much my order will cost?
Just add items to your basket and click select to check out. Borderfree calculates and displays the order total in your preferred currency, including all shipping costs from our warehouse(s) in the United States to your address in Hong Kong SAR, as well as any applicable duties and taxes imposed by Customs and revenue authorities in the destination country.
Are there any additional costs that will be due upon receipt of my order?
As long as you select to prepay duties and taxes, the order total presented at checkout is the exact amount you’ll be billed by Borderfree, and there will be no additional costs due upon delivery.
What payment options does Borderfree support?
Currently, Borderfree supports Visa, MasterCard, AliPay, American Express, JCB, and Hong Kong SAR UnionPay.
How long does it take to ship my order to Hong Kong SAR?
Shipping to Hong Kong SAR typically takes 2-7 days. You will be quoted a specific delivery promise at the time of checkout.
How much does international shipping to Hong Kong SAR cost?
Shipping is calculated based on a number of factors including the desired shipping speed, the number of items you are purchasing, the weight of the items, and the destination country. Shipping will be calculated and guaranteed during the checkout based on the items you are purchasing.
How can I track my order?
You can track the progress of your package(s) here.
What currencies does Borderfree support?
Borderfree supports billing in Hong Kong Dollar (HKD) for purchases from Hong Kong SAR.
When am I billed?
Your credit card will be billed by Borderfree when your order is shipped.
How much duty and taxes are charged on international orders from Hong Kong SAR?
Duties (or Customs tariffs) are set by the destination country Customs authorities and determined based on a combination of the country of origin (manufacturing) of the goods being purchased and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries that Borderfree supports. International taxes (such as Value Added Tax, or VAT) are set by the destination country. You will be able to view the guaranteed total amount of applicable duty and tax/VAT for your order within the Borderfree international checkout.
Are there any items that cannot ship to my country because they are restricted?
If for some reason there are any items that cannot be exported from the United States or imported into Hong Kong SAR, Borderfree will notify you during the checkout process.
What will my credit card statement say?
Your credit card will be billed by Borderfree and your credit card statement will read “BF*MERCHANT” where “BF” denotes the Borderfree network.
Who should I contact if I have questions relating to my order after I have made a purchase?
icebreaker will gladly assist you with any questions relating to your order. Please contact us at firstname.lastname@example.org or call us at 1 877 827 6816. Please note our Customer Service team can only correspond in English, but we will work to translate our customers’ native language correspondence to the best of our ability.
Can I purchase or redeem gift cards?
Unfortunately, we do not currently support the sale of gift cards to international customers or the redemption of gift cards for international orders.
What is your return policy for international orders?
Unfortunately, we cannot accept returns for international orders at this time. We are working hard to bring this service to our Hong Kong SAR customers as soon as possible.