Contact information

At IceCore™, we value every customer and are committed to providing professional, timely, and friendly support. Whether you have questions before placing an order or need assistance after your purchase, our Customer Support Team is here to help.

Customer Support

If you need assistance regarding any of our products or services, please feel free to contact us using any of the methods below.

Website
icecore.space

Email
support@icecore.space

Phone
+1 (604) 319-3710

Business Address
IceCore™
6048 Elm St
Vancouver, BC V6N 1A9
Canada

Customer Service Hours

Our support team is available during the following business hours:

Monday – Friday
9:00 AM – 6:00 PM (Pacific Standard Time)

Saturday
10:00 AM – 4:00 PM (Pacific Standard Time)

Sunday & Public Holidays
Closed

We strive to respond to all inquiries within 24 business hours.

How We Can Help

Our Customer Support Team can assist you with:

Order placement
Order tracking
Shipping information
Product recommendations
Hot & cold therapy product guidance
Return requests
Refund inquiries
Exchange requests
Warranty questions
Payment issues
General customer support

Before Contacting Us

To help us assist you more efficiently, please include the following information whenever possible:

Full Name
Order Number
Email Address used for the purchase
Description of your inquiry
Photos or videos (if reporting a damaged or defective item)

Providing complete information helps us resolve your request more quickly.

Order Support

For questions regarding your order, please include your Order Number in the subject line of your email.

Example:

Subject: Order #IC10258 – Shipping Inquiry

This allows our support team to locate your order promptly and provide faster assistance.

Shipping Support

If your shipment is delayed or your tracking information has not updated, please contact us before opening a dispute with your payment provider.

Our team will work directly with our shipping partners to investigate the shipment and provide the best available solution.

Returns & Refunds

If you would like to request a return or refund, please contact us within 30 days of receiving your order.

Our team will provide:

Return instructions
Return authorization (if applicable)
Return shipping guidance
Refund updates

Please do not return products without first contacting us.

Product Questions

Need help choosing the right product?

Our support specialists are happy to answer questions regarding:

Hot therapy use
Cold therapy use
Recommended applications
Product features
Care instructions
Storage recommendations

We are committed to helping you get the most from your IceCore™ products.

Business Inquiries

For partnership opportunities, wholesale inquiries, media requests, or other business-related matters, please contact us via email with the subject line:

Business Inquiry

Our team will respond as soon as possible.