Returns Policy

All sales are final. We will not accept any kind of returns without prior authorization. 

No items that have been used, custom manufactured or made to order may be returned.

No consumable food Items, mixes, syrups etc may be returned.

All requests for returns must be submitted in writing to info@royalice.com

Any warranty issues must be as handled by the buyer as stipulated in the manufactures warranty. Royal Ice does not warranty any of these items

A Return Authorization (RA) number must be obtained from Customer Service via phone or email at info@royalice.com prior to return. Merchandise shipped to us without a Return Authorization number will be either assessed a 25% restocking fee to be deducted from any refund amount or refused at the time of delivery.

For any exchange or return, to be considered we will need the original invoice or a record of the purchase in our system, and the product must be in its original condition, including the box, UPC bar code, packaging, and all accessories.

Non-defective products returned for exchange or refund are subject to a 25% restocking fee if returned opened or in a non-factory sealed box. Any pre approved products with an RA that are returned in new and unopened condition will receive a full refund, less shipping charges.

We use FedEx as our primary shipping solution. You will know how much shipping charges you will incur while shopping real time on this website, unless of course, you qualify for free shipping. Orders will be shipped the same day if received by 12 noon (central Time), else they will be shipped the next business day.

If you find that the products upon arrival are damaged, please contact us as well as FedEx immediately. In such events, we will try our best to work with you in order to resolve the issue ASAP.

 

Shipping

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

Royal Ice ships orders to both commercial addresses and residential addresses. Commercial addresses are defined as business addresses on commercially zoned real estate with truck accessibility such as a loading dock. Residential addresses include homes, home based businesses, apartments or condominiums. Additional charges may be incurred for residential deliveries.

We ship most of our orders via FedEx Ground. If your order exceeds FedEx Ground’s weight limit of 150 Lbs. and/or size limit, your order will be shipped via FedEx Freight. If your order requires multiple shipments, a customer service representative will contact you and provide you with the best possible quote on shipping costs.

All shipping charges are based on weight and shipping zone figured in real time using FedEx. Please understand due to packaging weight or multiple boxes not being factored into your original freight quote, your shipping charges may differ slightly. If the difference is greater than 10%, we will contact you for an approval before processing your order.

Shipping Costs

Round trip shipping charges will be the responsibility of the customer on orders that are shipped by Swirled Ice in good faith, and are returned to us due to incorrect shipping information.

Charges related to shipping, delivery and/or installation are nonrefundable after the services have been performed.

All shipping and insurance costs of the original order, the returned item(s), and any exchanged item(s), are the responsibility of the customer, in all cases except where Royal Ice committed a shipping or order error. If you choose not to insure your package, and we do not accept return of the Product, you will be responsible for any loss or damage. In cases where a product is claimed to be defective or has been shipped in error, Swirled Ice will arrange for return shipping. Contact Customer Service for assistance. Shipping charges will be deducted from any credited amount on any item that Royal Ice has paid for return shipping because of a defective product claim which upon receipt is determined to be non-defective and in proper working order.

Special Orders

Products designated as "Special Order" items are subject to a restocking fee. Please note that special orders are usually processed within 1 day of placing the order. There is no restocking fee on special order cancelled before processing, but there is a 25% manufacturer restocking fee on special orders cancelled after processing but before shipment. "Special Orders" cancelled after shipment are subject to a 25% restocking fee plus the cost of shipping. Custom-manufactured special order items are not returnable.

Refunds

Upon our acceptance of the merchandise in conformity with our return policy requirements, the purchase price will be refunded (less restocking fees if applicable) using the method of original payment. Note that credit card refunds will only be issued to the original card that was charged for the purchase.

Allow 14 days (not including delivery time for mailed refunds) from when we accept your returned Product for the processing of your credit. Individual bank policies will dictate when this amount is actually credited to your account.

Fees and Additional Charges

Non-defective products returned for exchange or refund are subject to a 25% restocking fee if returned opened or in a non-factory sealed box. Approved products returned in new and unopened condition will receive a full refund, less shipping charges.

Additional charges may be assessed for Products returned with any missing or broken items such as manuals and/or accessories. For Products that we verify to be defective, we will reimburse you for your original shipping expense on the Product that you return for a refund. For products determined not to be defective or having been used in a manner against the manufacturer's recommendations or outside of normal use, no credit will be issued, and the item may be returned to you at your cost.

Orders Damaged in Shipping

We do our best to ensure that all of our orders are packed accordingly with fragile shipments packed especially well. There are occasions when orders may become damaged in transit. Royal Ice will not be responsible for orders damaged in shipment.

Upon receiving an order you should always do the following:

1. Inspect all packages thoroughly before signing for your shipment.

2. Refuse packages that have visible damage.

3. Mark any notable damages on the freight bill upon accepting or not accepting the shipment.

4. Freight companies are responsible for inspecting items before picking up from us. When freight carriers sign for items picked up from us, they are indicating they are receiving them in good condition from us. When you sign for your order from the trucking company you are responsible for inspecting your order. By signing for your order you are indicating YOU ARE RECEIVING YOUR ORDER IN GOOD CONDITION unless you state otherwise on the freight bill.

If you fail to do any of the above, you will need to file a claim with the LTL Freight Company, FedEx Ground, etc.

 

Used Equipment

All used equipment purchased from Royal Ice has been refurbished and/or thoroughly tested by certified technicians. We can assure you that each piece of equipment will operate as it should when it arrives to you, unless in the unfortunate event that it has been damaged during shipment.

All new or used equipment sold from Royal Ice is subject to the manufacturer’s warranties and is sold “as is”. Royal Ice makes no warranties either expressed or implied.