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At Ice Strong Outdoors Sales, we stand behind our gear as fiercely as we stand behind your adventures. We understand that reliability is non-negotiable in the wild, and it’s just as important in your purchasing experience. If your equipment doesn’t meet the rugged standards we promise, we’ll make it right.

Our Return & Exchange Commitment

We accept returns and exchanges for most items within 15 days of your receipt of shipment. All returned items must be in new, unused condition with original packaging and tags attached.

Note on Batteries & Electronics: Due to safety concerns and manufacturer restrictions, lithium batteries (12V, 24V, 36V, 48V), Aqua-Vu Underwater Cameras, and other electronic equipment cannot be returned or exchanged unless they arrive defective or damaged. Please inspect these items immediately upon delivery.

The Return Process: Step-by-Step

Step 1: Initiate Your Return/Exchange

Contact our customer support team within 15 days of receiving your order. Send an email to [email protected] with the following information:

  • Your full name
  • Order number
  • Product(s) you wish to return or exchange
  • Reason for return/exchange

Step 2: Wait for Authorization

Our team will respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions. Do not ship items back without an RMA number – unauthorized returns cannot be processed.

Step 3: Package and Ship

Securely package the item(s) in their original packaging, including all accessories and documentation. Include a copy of your order confirmation or a note with your RMA number. Ship to:

Ice Strong Outdoors Sales – Returns
4679 Beech Street
San Jose, US 95113

Note: Return shipping costs are the customer’s responsibility unless the return is due to our error or a defective product.

Step 4: Processing

Once we receive and inspect your return (typically within 5 business days of receipt), we’ll process your exchange or refund.

Refund Timelines & Methods

Refunds will be issued to the original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after processing
  • PayPal: 3-5 business days after processing

Please note that international transaction fees or currency conversion differences are not refundable.

Exchanges

For exchanges, we’ll ship your new item once the return is processed. Standard shipping rates apply unless the exchange is due to our error.

Damaged or Defective Items

If your item arrives damaged or defective, contact us immediately at [email protected]. We’ll arrange a replacement and cover return shipping costs.

Return Request Template

Copy and paste the template below into an email to [email protected]:

Subject: Return/Exchange Request - Order #[Your Order Number]

Hello Ice Strong Outdoors Team,

I would like to request a return/exchange for my recent order.
Order Number: [Your Order Number]
Product(s) to Return: [Product Name(s) and Quantity]
Reason for Return/Exchange: [Please describe]
Preferred Resolution: [Refund / Exchange for (specific product)]
Full Name: [Your Full Name]
Email Address: [Your Email]

Thank you,
[Your Name]

Questions?

Our support team of fellow outdoor enthusiasts is here to help. Contact us at [email protected].

Thank you for trusting Ice Strong Outdoors Sales. We’re committed to ensuring your gear is as reliable as your spirit of adventure.