Frequently Asked Questions

 

1. Can I checkout as a “Guest”, rather than signing up for an Icebreaker account.
A. Yes, you can checkout as a Guest. However, signing up for an Icebreaker account allows for a much quicker checkout, as it stores your details for future purchases.

2. What if my billing address is separate from my shipping address
A. No problem. You will be prompted to enter separate details for shipping and billing addresses at checkout. If the addresses are the same you can specify that too and avoid entering your details twice.

3. When will my order ship?
A. Most orders ship within 1 business day of being processed. A business day is Monday-Friday, excluding Holidays.

4. What is the cost of shipping?
A. Ground shipping is free on order of $49 or more. Please visit our Shipping page for more information on shipping costs.

5. How will my order ship (carrier)?
A. Orders will ship either Canada Post or FedEx. Please see our Shipping age to learn more about our different shipping options.

6. How long will my order take to ship?
A. Properly completed orders placed prior to 11 am will ship the same business day. An order placed after 11 am will ship the following business day.

7. Can I ship to International/APO/FPO addresses
A. Yes, our shipping service can ship to APO/FPO, but not to a PO Box or any address outside of Canada.

8. How can I track my current order placed on www.icebreaker.com?
A. Once your Icebreaker order has been shipped, you can track it by logging onto your account and viewing the shipment and tracking information shown in your order history. You will also be sent a tracking number in your Shipment Confirmation email.

9. Why didn’t my coupon or discount apply to my order?
A. Coupons must be entered at Step 2 of checkout and cannot be combined with any other discounts or coupons. If the discount or coupon was not applied, please email us at CustomerService.CA@icebreaker.com or call 1-866-403-0576.

10. If an item says “Your selected size/colour is out of stock” can I order it and put it on backorder?
A. Unfortunately, no, we cannot accept backorders.

11. How do I return an item?
A. Visit our Returns page for directions on how to return an item.

12. How do I return an item I already returned for exchange?
A. If you need to return an item that has already been returned for exchange once, please email us at CustomerService.CA@icebreaker.com or call 1-866-403-0576.

13. When will my return be processed?
A. Please allow 5-7 business days for our warehouse to inspect your return and process your refund or exchange.

14. How can I track my exchange order status?
A. Once your exchange order has been shipped, you can track it by logging onto your account and viewing the shipment and tracking information shown in your order history. You will also be sent a tracking number in your Shipment Confirmation email.

15. What is the Icebreaker warranty policy?
A. Please visit our Returns page to learn more about our Warranty policy and our 100% Comfort Guarantee.

16. What is the best way to care for Icebreaker products?
A. Visit the care guide on our Product Information page to learn about the best way to care for your Icebreaker products.

17. Where can I buy Icebreaker at a brick and mortar location?
A. Please visit our Retail Locator page to search for a retailer in your area by zip code, city, or state.

18. How can I change my username and/or password?
A. You can edit your account details at the My Account Page.

19. How do I remove myself from your mailing list?
A. Each email you receive from us has an “unsubscribe” link at the bottom of the email that will remove you from our email list if you click on it. You can also email us at CustomerService.CA@icebreaker.com or call us at 1-866-403-0576.

20. How do I find out about employment opportunities with Icebreaker?
A. Please visit our Careers Page to learn more about employment opportunities at Icebreaker.