Shipping policy
Here is the updated Shipping Policy with the US shipping section added.
Shipping Policy
Last updated: 18.05.2026
This Shipping Policy explains how Icetool orders are processed, shipped, delivered, and tracked.
Icetool is operated by Gordito Works OÜ, located in Tallinn, Estonia.
1. Worldwide Shipping
We ship Icetool products worldwide to most countries and regions.
Our standard shipping method is DHL Global Mail, which is available free of charge for eligible orders in most destinations.
Customers who need faster delivery may choose DHL Express courier delivery at checkout for an additional fee, where available.
Please note that available shipping methods may vary depending on the destination country.
2. Shipping to the United States
At the moment, orders to the United States are shipped using DHL Express only.
Our standard DHL Global Mail service to the United States is currently paused due to changes in US tariff and import policies, including the removal of the de minimis exemption.
This means that free DHL Global Mail shipping is not currently available for US orders. DHL Express is the only available shipping option for US customers until further notice.
The applicable DHL Express shipping cost will be shown at checkout before payment.
3. Shipping Methods
We currently offer the following shipping options:
DHL Global Mail — Free Worldwide Shipping Where Available
DHL Global Mail is our standard international shipping method for eligible destinations.
Shipments are transported internationally through DHL / Deutsche Post and are usually delivered in the destination country by the local postal service, such as the relevant national postal operator in your country.
DHL Global Mail is a reliable and trackable international shipping option, but delivery times may vary depending on the destination country and local postal handling.
Please note that DHL Global Mail availability may vary by destination and may be paused for certain countries, including the United States.
DHL Express — Paid Courier Delivery
DHL Express is available for customers who want faster courier delivery.
DHL Express shipments are delivered directly by DHL or its local courier partners and generally offer faster transit times and more detailed tracking than standard postal delivery.
For orders shipped to the United States, DHL Express is currently the only available shipping method.
The cost of DHL Express delivery is shown at checkout before payment.
4. Order Processing Time
We normally process and ship purchased products on the next business day after the order has been placed and payment has been confirmed.
Orders are processed on business days, excluding weekends and public holidays in Estonia.
During busy periods, product launches, campaigns, holidays, or unexpected operational delays, order processing may take slightly longer.
5. Delivery Times
Delivery time depends on the destination country, shipping method, customs processing, local postal services, and other factors outside our direct control.
Estimated delivery times may vary, but generally:
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DHL Global Mail: suitable for standard international delivery, with delivery times depending on destination and local postal handling
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DHL Express: faster courier delivery, usually with shorter transit times and more detailed tracking
Delivery estimates are not guaranteed unless specifically stated.
6. Tracking
Once your order has been shipped, we will provide tracking information where available.
For DHL Global Mail, tracking may be available through DHL / Deutsche Post first. Once the shipment has arrived in the destination country, more detailed tracking may be available through your local postal service.
Examples include:
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Royal Mail in the United Kingdom
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PostNord in the Nordic countries
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The national postal service in your country
For DHL Express, tracking is usually available directly through DHL Express.
7. Delivery Address
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Please make sure your address includes all necessary details, such as:
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Full name
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Street address
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Apartment, unit, or building number, if applicable
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Postal code
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City
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Country
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Phone number, if required for courier delivery
Icetool is not responsible for failed or delayed delivery caused by incorrect, incomplete, or outdated address information provided by the customer.
If you notice an error in your shipping address, please contact us as soon as possible at:
We will try to update the address before the order is shipped, but we cannot guarantee changes after processing has started.
8. Customs, Duties, Taxes, and Import Fees
International orders may be subject to customs duties, import taxes, VAT, handling fees, brokerage fees, or other charges imposed by the destination country.
Unless otherwise stated at checkout, these charges are the responsibility of the customer.
Customs rules and import charges vary by country. Icetool cannot control or predict these charges.
Customers are responsible for complying with local import rules and for paying any applicable duties, taxes, or fees required by local authorities or delivery companies.
9. Customs Delays
International shipments may be delayed due to customs inspections, import procedures, missing information, local postal processing, or other circumstances outside our control.
Icetool is not responsible for delays caused by customs authorities, postal services, courier companies, or other third parties in the shipping and delivery chain.
However, if there is a problem with your shipment, please contact us and we will do our best to help find a solution.
10. Collection from Local Post Office or Pickup Point
Some shipments, especially larger packages or deliveries where the recipient was not available, may need to be collected from your local post office, pickup point, or courier service location.
It is the customer’s responsibility to follow tracking updates and collect the shipment within the time period required by the local postal or courier service.
If a shipment is not collected and is returned to us, additional shipping charges may apply before the order can be resent.
11. Failed Delivery or Returned Shipments
If a shipment is returned to us because of an incorrect address, failed delivery attempt, refusal to accept the shipment, unpaid customs charges, or failure to collect the shipment, we will contact you to agree on the next step.
Depending on the situation, we may offer to:
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Resend the order, subject to additional shipping charges
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Refund the product price after the returned shipment has been received and inspected
Original shipping fees, return shipping costs, customs charges, and handling fees may be deducted from any refund where applicable.
12. Lost or Delayed Shipments
If your shipment appears to be delayed or lost, please contact us at:
Please include your order number and tracking number.
We will review the shipment status and, where necessary, contact the shipping provider to investigate.
Please note that delivery times can vary significantly between countries, especially for postal shipments. A shipment is not automatically considered lost simply because it is delayed.
13. Damaged Shipments
If your order arrives damaged, please contact us as soon as possible at:
Please include:
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Your order number
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Photos of the damaged product
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Photos of the packaging
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A description of the issue
We will review the case and offer a suitable solution, such as replacement, refund, or other remedy where appropriate.
14. Shipping Restrictions
We ship to most countries and regions worldwide. However, there may be certain locations where delivery is not available due to courier restrictions, sanctions, import restrictions, tariff policy changes, or local delivery limitations.
If we are unable to ship your order to your location, we will contact you and issue a refund where necessary.
15. Contact
For any shipping questions, delivery issues, or tracking concerns, please contact us at: