Iced Out Buffs — Frequently Asked Questions (FAQ)

General Questions

1. What is Iced Out Buffs?
   Iced Out Buffs creates high-quality, custom eyewear built from premium materials — .925 silver, gold, stainless steel, platinum, and brass — paired with jewelry-grade stones and luxury detailing. Every pair is hand-finished and designed for durability and long-term wear.
2. Where are you located?
   We operate online and are based in Grand Rapids, Michigan, where designs are created and quality control is done. We ship worldwide.
3. How do I place a custom order?
   You can start your custom order on the product page or through our custom order form. Add your desired options (materials, lens width, hardware color, engraving, etc.) and complete checkout.
   If you need prescription lenses, use the prescription form on the custom lenses page.
4. Can I customize my glasses?
   Yes. We offer extensive customization options, including:

• Lens width (55mm–60mm options)
• Frame materials (.925 silver, gold, stainless steel, brass, or platinum)
• Hardware plating (gold, white gold, or rose gold)
• Horn temple colors and finishes
• Custom stone settings or engraving
  We also offer bespoke finishes upon request.

5. How long does it take to receive my order?
   Standard handcrafted items take about 1–4 weeks depending on complexity.
   Custom 3D-printed items take about 21 days after payment.
   Non-3D items have a 1–3 day handling time, then 1–5 day shipping depending on your location.
   Expedited shipping options are available at checkout.

Ordering, Payment & Discounts

6. What payment methods do you accept?
   We accept all major credit and debit cards and PayPal (including Guest Checkout).
   We also offer custom invoicing for special or wholesale orders.
7. Can I pay via phone or receive a custom invoice?
   Yes. You can request a PayPal or card invoice by contacting support@icedoutbuffs.com or texting/calling +1 (616) 606-0844.
8. Do you offer discounts or promotions?
   Yes. Join our email list on icedoutbuffs.com to receive updates on limited-time offers and exclusive product drops.

Repairs & Maintenance

9. Do you offer repair services?
   Yes. We repair eyewear purchased from us or elsewhere. Submit photos and a short description using our repair form for an estimate and turnaround time.
   Minor repairs (hinges, screws, stones) are handled quickly; structural repairs may take longer.
10. Can I send my own frames for upgrades?
    Yes. You can send your own frames for lens replacement, hardware upgrades, new temples, or added stones. Include measurements and clear photos when submitting your request.
11. What is your warranty on repairs and products?
    Repair labor is guaranteed for 90 days unless otherwise noted.
    For new frames, we provide a workmanship guarantee. Contact us within 7 days of delivery for any fit or finish issues and we’ll resolve them promptly.

Shipping & Returns

12. Do you ship worldwide?
    Yes. Shipping costs and times depend on your destination and are calculated at checkout.
13. What is your return policy?
    Because our products are custom-made, most sales are final.
    If there is a quality issue or damage upon arrival, contact us within 7 days and we’ll make it right. Refunds or exchanges are handled on a case-by-case basis.

Trade-In Program

How does the Trade-In Program work?
Upgrade your eyewear and receive credit toward your next purchase.

1. Request a Trade-In: Start through the form on our Trade-In page. Upload clear photos and describe your frames.
2. Estimate & Approval: We’ll review your submission and provide a credit estimate within 2 business days.
3. Ship Your Frames: Use the provided shipping label to send in your frames for inspection.
4. Apply Credit: Once approved, the trade-in credit is added to your account or applied to your new order.

Trade-in credit is valid for 12 months.
We do not accept counterfeit items. Shipping to our facility is typically the customer’s responsibility unless otherwise agreed.

VIP — Lifetime Buffs Protection Plan

The Lifetime Buffs Protection Plan is an optional membership that keeps your frames protected and looking new for life.

Highlights:

• Lifetime coverage for manufacturing defects and structural failures under normal wear.
• Discounted repairs and replacement pricing for members.
• Priority service and shorter turnaround times.
• One complimentary inspection and polish per year (shipping not included).
• Simple one-time enrollment fee and transferable membership options.

Coverage includes:

• Defects in materials or workmanship.
• Frame breakage at non-stress points under normal use.
• Discounted shipping and repair labor performed by Iced Out Buffs.

Not covered:

• Loss or theft
• Cosmetic wear (minor scratches, plating wear)
• Damage caused by misuse, neglect, or third-party modifications

For full legal terms, visit the Lifetime Buffs Protection Plan page at:
icedoutbuffs.com/lifetime-buffs-protection

Support & Contact

14. How do I contact customer service?
    Email: support@icedoutbuffs.com
    Phone/Text: +1 (616) 606-0844
    You can also use the Contact Us page on icedoutbuffs.com.
15. Where can I find more policies?

• Terms & Conditions: icedoutbuffs.com/terms-and-conditions
• Return & Warranty Policy: icedoutbuffs.com/return-warranty-policy
• Order Tracking: icedoutbuffs.com/order-tracking

Address:
Iced Out Buffs
P.O. Box 140175
Grand Rapids, Michigan 49514

© Iced Out Buffs — All rights reserved.

Limitation of Liability: Customer is navigating website at their own risk, by navigating to the Custom Rx Lenses Link, customer agrees they are navigating to a website not owned by icedoutbuffs.com and accepts the risk.
Purpose of Website: Sell our branded products to potential and return customers.
Privacy Policy: Customers agree to abide by our privacy policy.
Return Policy: Customers agree to abide by our return policy.
Disclaimer Notice: Customer agrees to acknowledging our product disclaimer
Arbitration Clause: Any dispute brought against these terms and conditions is required to be brought and resolved via arbitration in the jurisdiction of Kent County Michigan.
Acceptance of the Terms and Conditions: By using our website, purchasing a product; creating an order and or booking an appointment or custom order, each customer agrees to be bound to the terms and conditions stated above, even in the event that our return and privacy policy may be subject to change at any time.