Policies
Refund and Discrepancy Policy
Refund and Return Policy
Due to the sensitive nature of research materials, items may not be returned once shipped except where required by law or where Arctic Ice Performance determines, in its sole discretion, that a documented shipping error, damage in transit, or fulfillment mistake occurred. Any delivery issue, shortage, damage claim, or order discrepancy must be reported in writing to support@arcticiceperformance.com within 3 business days of delivery. Approved resolutions may include replacement, store credit, or refund, as determined by Arctic Ice Performance after review. Payment disputes submitted without first contacting Arctic Ice Performance for resolution may be contested with supporting order, delivery, and purchaser-verification records.
Unboxing Video Requirement
Purchasers must record a continuous, unedited video while opening their package, beginning before the outer packaging is opened and continuing until all contents have been removed and shown clearly. Discrepancy claims, including claims of missing, damaged, or incorrect items, cannot be honored without a full unboxing video. The video must be submitted with the claim.
Damaged or Incorrect Orders
To request review of a damaged, defective-on-arrival, or incorrect shipment, purchaser must notify Arctic Ice Performance within 3 business days of delivery and provide order information, the code(s) involved, the full unboxing video, and clear photographic evidence of the issue and packaging. Arctic Ice Performance may, in its sole discretion, offer replacement, store credit, or refund where a claim is validated.
Non-Returnable Categories
Opened or used research materials, custom or special-order items, and items returned without prior authorization are non-returnable and non-refundable. Returns shipped without an authorization reference will not be processed.
Cancellations
Orders may be canceled before they enter fulfillment by emailing support@arcticiceperformance.com with your order number. Once an order has been packed or shipped it cannot be canceled and must be handled under the damage and discrepancy process above.
Payment Disputes
Purchasers agree to contact Arctic Ice Performance before initiating any payment dispute, chargeback, or reversal request with their payment provider so that the parties may attempt to resolve the matter. Nothing in this policy limits any non-waivable rights you may have with your payment provider, but improper disputes may result in refusal of future orders.
Refund Method and Timing
Approved refunds are issued through the same payment method used for the original order within 5 to 10 business days of approval. Timing of funds appearing in your account is determined by your payment provider.
Contact
To request a refund, return authorization, or cancellation, email support@arcticiceperformance.com with your order number, unboxing video, and supporting documentation.