DÉJÀ VU BOGO SALE IS ON NOW!

BUY ONE GET ONE 50% OFF ALL STERLING SILVER!

FAQ

 1. IS IT POSSIBLE TO USE MY GIFT CARD OR STORE CREDIT ONLINE?

Yes! With some extra steps:

To use a in-store gift card online, contact us through customerservice@fireandice.com or call us at 410-560-6750 ext. 125 and we can issue you a digital gift card! When emailing, please leave the card number, pin number, and some contact information to reach you with if we have any issues.

 

 2. CAN I REDEEM MY TREASURES VOUCHERS THROUGH FIREANDICE.COM?

 Yes!

During the checkout process, add a message in the “Leave your comment” field under Order Review. Please state that you would like to have the available vouchers applied to the current order. Vouchers will be applied to the order total upon verification and your total will be adjusted during order fulfillment. Therefore, another form of payment is required to complete an order online.

The initial order confirmation email that you receive will not reflect any applied Treasures vouchers. The value of any available Treasures vouchers will be deducted from your order total during fulfillment, and the total amount charged to your credit card will be adjusted at that time.

We can also take your order over the phone and apply available Treasures vouchers immediately. Please call 1-844-427-1010 x125 (Monday – Friday 9:30 am to 5:30 pm EST) to place a phone order.

 

 3. DOES FIRE & ICE OFFER A LAYAWAY PLAN?

Yes, both in store AND online!

Our layaway plan is for 60 days and requires a 20% initial deposit.

To open an online layaway, please call our Customer Service Department at 1-844-427-1010 x125 (Monday – Friday 9:30 am to 5:30 pm EST).

Layaway is not available on clearance or final sale items.

We will issue a refund on all cancelled layaway payments within 30 days of the deposit. Thereafter, a Fire & Ice Gift Card will be issued. If a layaway is not claimed within 60 days, it will be cancelled and a refund, in the form of a Fire & Ice Gift Card, will be issued.

 
4. CAN I HAVE MY FIRE & ICE PURCHASE REPAIRED BY FIRE AND ICE?

Yes, Fire & Ice can repair most items that we sell!

However, repairs are assessed on an individual level, and are limited to Fire & Ice merchandise only. Because every item requires special care, we ask that you contact us first regarding this matter.

Occasionally, we may not be able to determine if an item can be repaired without examining the piece. Should this occur, we may ask you to send the piece to us for confirmation from our jewelry repair department. In this instance, no repairs will be made without first obtaining your approval.

Repairs can be brought into any Fire & Ice store location or mailed to our corporate office; however, we ask that you do not send your item for repair without first contacting us so that we can confirm that sending the item to us is the next appropriate step. Please contact us at customerservice@fireandice.com or 1-844-427-1010 x125 (Monday – Friday 9:30 am to 5:30 pm EST).

We recommend that you insure any packages that are shipped to us, as we cannot be responsible for items lost or damaged in shipment.

 

 6. I SAW AN ITEM IN A FIRE AND ICE STORE; IS IT AVAILABLE ONLINE?

The Fire & Ice store has a very unique selection and many one-of-a-kind items, so you may not find the same selection on fireandice.com.

For availability of items not found on fireandice.com, we encourage you to contact the Fire & Ice store in which you saw the item in question. You can also contact customer service at customerservice@fireandice.com or 1-410-560-6750 x125 (Monday – Friday 9:30 am to 5:30 pm EST).

 

 7. WHILE ON A CRUISE THAT STOPPED IN ST. KITTS (OR ALASKA), I PURCHASED JEWELRY AT A FIRE & ICE. ARE YOU AFFILIATED WITH THIS LOCATION?No, Fire & Ice, Inc. is not affiliated with any cruise ship/port-of-call shops, in Alaska or anywhere outside of the United States. Fire & Ice, Inc. is based in Baltimore, Maryland and only has stores located in Maryland and Pennsylvania.

To see a map of these store locations, obtain driving directions, or find the store closest to you, see our Store Locations page.

 

8. I LIVE OUTSIDE OF THE UNITED STATES, HOW CAN I PLACE AN ORDER WITH YOUR SITE?

If you would like to place an order from outside of the United States please contact our Customer Service Department via email at customerservice@fireandice.com or telephone at 1-844-427-1010 x125 (Monday – Friday 9:30 am to 5:30 pm EST). We are happy to assist you with your purchase.

Shipping charges on international orders will vary depending on location and are exempt from any shipping promotions. Customs fees, which are not determined by Fire & Ice, may also be applied to international shipments.

 

 9. DO YOU HAVE A FIRE AND ICE CATALOG?

Fire & Ice carries a large collection of hand-crafted, one-of-a-kind pieces. Due to the nature of our products, we are not able to maintain an up-to-date printed catalog, as the availability of our pieces fluctuates often.

10. HOW CAN I CONFIRM AVAILABILITY OF ITEMS FOR LARGE ORDERS?If you would like to confirm availability for multiple quantities of a single item before placing an order online, please call us at 1-844-427-1010 x125 (Monday – Friday 9:30 am to 5:30 pm EST) or email us at customerservice@fireandice.com.

 

11. HOW CAN I CONTACT YOU?
You may contact Fire & Ice via the following methods:

Telephone: 1-844-427-1010 x125 (Monday – Friday 9:30 am to 5:30 pm EST).

Email: customerservice@fireandice.com

Please visit our contact us page for more information.

Let's keep in touch, join our mailing list!

Search our store