FAQs

Welcome to Wear Icy. Here you'll find answers to common questions about our products, orders, shipping, pickup, returns, refunds, and Order Protection.

1. Products and Sizing

How do your T-shirts fit?

Our T-shirts generally fit true to size. We recommend checking the size chart on each product page before placing your order. If you prefer a more oversized fit or are between sizes, consider sizing up.

Where can I find your size charts?

Size charts are available on individual product pages. For the best fit, compare the listed garment measurements with a similar item you already own.

What materials are your products made from?

Materials vary by product. Please refer to the individual product description for details about fabric composition, weight, and fit.

Are your hoodies heavyweight?

Some of our hoodies feature heavyweight cotton fabric. Check the product description for the specific material and fabric weight.

Will my item look exactly like the photos?

We aim to represent our products as accurately as possible. However, slight color variations may occur due to lighting and screen settings.

Will sold-out items be restocked?

Restocks depend on product availability and production plans. We cannot guarantee that a sold-out product or size will return. Please check our website for the latest availability.

What printing methods do you use?

We use two primary printing methods:

  • DTF (Direct-to-Film)

  • DTG (Direct-to-Garment)

The printing method depends on the design and garment to help achieve the best print quality and durability.

Can I request a custom print or a garment that is not listed on your website?

We may be able to accommodate special garment or printing requests, depending on availability and production requirements. Please email info@wearicy.com with your requested garment, artwork, print placement, and quantity. Our team will review your request and confirm whether it is possible.

2. Orders and Order Processing

When will my order be shipped?

Orders generally take 1–2 business days to prepare. During peak seasons or periods of high order volume, processing may take longer.

Estimated shipping transit times after dispatch are:

  • North American orders: 4–8 business days

  • International orders: 7–21 business days

  • Mystery Boxes: 1–7 business days for preparation, as each box is individually hand-picked and curated

Actual arrival times vary by destination and carrier. These timeframes are estimates and are not guaranteed.

Why hasn't my order shipped yet?

Your order may still be awaiting production, quality checks, packing, or carrier pickup. During busy periods, processing may take longer than usual.

If your order is delayed beyond the expected timeframe, please contact info@wearicy.com with your order number for assistance.

Can I cancel my order?

Orders can only be cancelled if they have not yet entered production. Once production has started, the order can no longer be cancelled.

Please contact info@wearicy.com as soon as possible to request a cancellation. Cancellation requests are subject to your order's current production status.

Can I change my shipping address after placing an order?

If you entered the wrong address, please contact us immediately at info@wearicy.com or 1-855-932-7429 with your corrected address.

Address changes may be possible if your order has not yet shipped. Once an order has shipped, we cannot reroute the package.

Please ensure your address is complete, including your unit number, street address, city, and postal code.

Can I change the size or item in my order?

Please contact customer support as soon as possible if you need to change an item or size. Changes may not be possible once production has started.

What happens if an item in my order is unavailable?

If an item becomes unavailable, our customer support team will review the available options and contact you if action is needed.

Who do I contact if I'm having trouble ordering online?

If you experience problems placing an order, please contact us:

3. Shipping and Delivery

Are shipping times guaranteed?

No. Shipping times are estimates and are not guaranteed. Holidays, courier delays, customs processing, weather interruptions, and high order volumes may affect delivery.

What is the difference between processing time and shipping time?

Processing time is the time needed to prepare your order for shipment, including production and packing. Shipping time refers to the transit period after your package has been dispatched to the carrier.

Please account for both processing and transit times when estimating your delivery date.

Where can I track my order?

Once your order ships, you will receive a shipping confirmation email with tracking information when available.

You can use the tracking link in that email to follow your package's progress. Please allow time for the carrier to scan your package and update its tracking information.

Why was a shipping label created, but my tracking hasn't updated?

A shipping label may be created before the carrier physically receives your package. Tracking updates may not appear until the carrier collects and scans the shipment.

If your tracking information has not updated for an extended period, contact info@wearicy.com so our team can investigate.

What should I do if my package is delayed?

Check your tracking information for the latest updates. If your package has not moved for an extended period, contact customer support with your order number and tracking details.

If you purchased Order Protection, you may also be eligible to file a claim, depending on the circumstances and applicable requirements.

What if my package is marked as delivered, but I haven't received it?

Check your mailbox, front door, designated delivery area, and any safe places around your property. You may also wish to check with household members, neighbors, or building management.

If you still cannot locate your package, contact info@wearicy.com. If you purchased Order Protection, you may also file a claim through the Order Protection claims portal.

What happens if I entered the wrong shipping address?

If your order has not shipped:

Contact us immediately at info@wearicy.com or 1-855-932-7429 with your corrected address. We will review whether the address can still be updated.

If your order has already shipped:

  • We are unable to reroute the package.

  • If the package is returned to us, the customer is responsible for the return shipping costs.

Please double-check your shipping information before completing your purchase.

Do you offer express shipping?

Express or priority shipping options may be available at checkout, depending on your destination. Please review the available services and estimated delivery information before placing your order.

Selecting an express shipping service does not guarantee delivery by a specific date.

4. Local Pickup and In-Store Shopping

Do you offer local pickup?

Yes! Local pickup is available at our Markham location.

Please allow 1 business day for your pickup order to be processed. We will email you when your order is ready for collection.

Please wait for the pickup confirmation before visiting.

Where is your pickup location?

Wear Icy
10950 Woodbine Ave, Unit 13
Markham, Ontario

Closed on Sundays.

What are your pickup hours?

Our listed pickup hours are 12 PM–6 PM, Monday through Saturday. The location is closed on Sundays.

Please email or call us to schedule a pickup time, or wait for the notification confirming that your order is ready.

Can I pick up my order urgently?

For urgent pickup requests, please contact us before visiting:

Urgent pickup requests are subject to order readiness and staff availability.

Can I shop in-store?

Yes! You can visit us at:

10950 Woodbine Ave, Unit 13
Markham, Ontario

We are closed on Sundays. Please contact us before visiting to confirm availability and arrange your visit if necessary.

5. Payments and Promotions

What payment methods do you accept?

We currently accept the following payment methods:

  • Visa

  • Mastercard

  • American Express

  • PayPal

  • Sezzle

Available payment options will be displayed during checkout.

Where can I find current promotions?

Promotions may change throughout the year. Please check our website, product pages, and official promotional communications for current offers, eligibility requirements, and expiration dates.

Can I combine multiple discount codes?

Discount code eligibility depends on the terms of each promotion. Some offers cannot be combined with other discounts. Please review the promotion details and the information displayed at checkout.

Why isn't my discount code working?

Check that the code is entered correctly, has not expired, and applies to the items in your cart. Some codes have minimum purchase requirements or product exclusions.

If the code still does not work, contact customer support for assistance.

6. Returns and Exchanges

What is your return policy?

Eligible items may be returned within 30 days of receiving your order, subject to our Return Policy.

Returned items must meet the following conditions:

  • Items must be unworn and unwashed.

  • Items must be in resalable condition.

  • Original tags must remain attached if the item was supplied with tags.

  • Items without tags may still be eligible for return if they are unworn and unwashed.

Please refer to our Return Policy for complete details.

How do I request a return?

Please refer to our Return Policy for instructions on how to initiate a return. If you need assistance, contact info@wearicy.com with your order number and the item you wish to return.

Please follow our return instructions before sending an item back.

Who pays for return shipping?

Customers are responsible for return shipping costs unless otherwise specified by our customer support team or applicable policy.

Please package your return securely and retain your tracking information until the return has been received and processed.

Can I exchange an item?

To exchange an item, you can place a new order for the item you want and return the original item, subject to our Return Policy.

Alternatively, contact customer service to discuss arranging a replacement order. We can organize a replacement once we receive the returned item and complete the required inspection.

What if I receive the wrong or a defective item?

If you receive an incorrect, damaged, or defective item, please contact info@wearicy.com with your order number and clear photos showing the issue.

Our team will review your case and advise you on the next steps.

7. Refunds and Store Credit

How are refunds processed?

All refunds are processed online in the form of store credit.

We do not issue refunds to the original payment method under our standard refund policy.

How will I receive my store credit?

Store credit may be issued in one of two ways:

  • Added directly to your account: Log in to your account to access and use your available credit.

  • Issued as a code: Apply the store credit code at checkout when placing a new order.

Please follow the instructions provided with your store credit.

Can I receive a refund to my original payment method?

Our standard policy provides refunds as store credit rather than refunds to the original payment method. Please contact customer support if you have questions about your specific situation.

Are customs duties refundable?

Customs duties and import charges paid to customs authorities or third parties are generally not refundable by Wear Icy. Please contact the relevant customs authority to ask whether any refund is available.

8. Shipping Protection (Order Protection)

What is Order Protection?

Order Protection provides coverage for eligible shipping-related issues, including:

  • Lost packages

  • Stolen packages

  • Damaged items

  • Incorrect items received

  • Missing items

  • Defective items

Approved claims may result in a replacement shipment or a store credit refund, depending on the circumstances and claim review.

How do I file an Order Protection claim?

If you purchased Order Protection with your order, submit your claim through the official claims portal:

https://claim.orderprotection.com

Claims are generally processed within 24–72 hours. Actual processing times may vary depending on the claim and the information required.

Does Order Protection cover international orders?

Yes. International orders are eligible under the same general requirements, subject to the applicable claim terms and review process.

How long do I have to file a claim?

Claims may be filed up to 45 days from the date of purchase. We recommend submitting your claim as soon as you become aware of an eligible issue.

Is Order Protection refundable?

Order Protection is non-refundable once your order has shipped.

What if I didn't purchase Order Protection?

If you did not add Order Protection to your order, please email info@wearicy.com with your order number and a description of the issue.

Our team will review your case and let you know what assistance may be available. Coverage and resolutions are not guaranteed for orders without Order Protection.

What if my item has a manufacturing defect unrelated to shipping?

For manufacturing defects that are not related to shipping, please email info@wearicy.com with your order number and clear photos of the issue.

Our team will review the information and assist you with the next steps.

9. Customs, Duties, and Import Taxes

Will I have to pay customs duties or import taxes?

International orders may be subject to customs duties, import taxes, or other fees imposed by the destination country.

Unless otherwise specified for your shipment, customers are responsible for applicable customs duties and import charges.

Why was I charged customs fees?

Customs authorities determine whether duties, taxes, or other fees apply to an imported shipment. These charges depend on local regulations and shipment details.

If you receive an unexpected charge, contact the carrier or customs authority for a breakdown of the fees.

Are customs charges included in my order total?

Not necessarily. Unless your checkout or shipping terms specifically state that duties and taxes are included, additional import charges may apply when your package reaches the destination country.

Please review the shipping terms applicable to your order before purchasing.

10. Custom Printing and Special Requests

Can I request a garment that isn't listed on your website?

We may be able to review requests for specific garments or blanks that are not currently listed on our website. Availability depends on sourcing, production capabilities, printing requirements, and quantity.

Please email info@wearicy.com with the garment style, brand, artwork, and quantity so our team can review your request.

Do you accept bulk or custom orders?

Bulk and custom orders may be available depending on the garment, artwork, printing requirements, and order quantity.

Please contact our customer support team with your specifications. We will review your request and confirm whether we can accommodate it.