ORDER & ACCOUNT FAQ

1. Do i have to create an account to place an order?

You can create an account or you can place an order as a guest. If you think you’ll be shopping with us on a regular basis, we recommend you to create an account. It takes only a few minutes and it’s a quicker way to check-out or to check your order status and history.


2. I have an account but i forgot my password. How can i update my CREDENTIALS ?

On the top right hand top of the navigation bar, go to the login page and click on « Forgot password ». You will receive an email and will be guided to reset your password.


3. How can i check my order status ?

When your payment is approved, you will receive an order confirmation email from us. As soon as we ship your order, you'll receive a shipping confirmation email with tracking information. If you are a registered customer, you can access anytime your order status.

IMPORTANT : our emails can land into your junk folder. Make sure to add BLUE ICE to your safe senders list.

4. Can i update or cancel my order ?

We try to get your order to you as quickly as possible, so once your order is placed it's not usually possible to make any changes (change items or sizes). If you make a mistake in the delivery address, please contact us asap by phone +33 4 50 21 14 89 | +49 89 262025905 | +43 1 2056367033 | +41 43 216 34 28

You can cancel your order any time before your order is shipped. Once your order has been dispatched, you will need to return your item to us after receipt. Please more details on our returns policy here


5. Can i exchange a product for a different size or color ?


Unfortunately, it is not possible to exchange items. We will ask you to return your original order and place a new order for the color or size you desire. You will here the sizing guide for our backpacks, harnesses and ice-tools.

6. Why my order doesn’t show up in my account?

If you placed your order in guest mode, your order won’t be displayed in your account as it won’t be associated with any user’s account. You can follow your order status and delivery with the tracking number sent by email from us. IMPORTANT : our emails can land into your junk folder. Make sure to add BLUE ICE to your safe senders list.