Frequently Asked Questions - Sales
Q: How can I contact ICE?
A: ICE regular business hours are Monday thru Friday 8:30 am to 5:00 pm est. We are available by phone (716) 759- 0370 or via email at
play@icegame.com
Q: How can I purchase ICE equipment?
A: To view our complete list of authorized distributors worldwide
click here.
Q: How can I stay current and up to date with ICE News ( New game releases, bulletin)?
Q: Can I receive a catalog?
A: We are more than happy to mail a catalog out – please either call or email us play@icegame.com to receive a catalog OR our current catalog and current brochures are available for viewing by
clicking here
Frequently Asked Questions - Parts & Service
Q: How do I contact ICE Parts and service?
A: ICE parts can be reached Monday – Friday from 8:30 am (est) to 5:00 pm or by email
parts@service.com . Technical assistance can be reached Monday – Friday from 8:30 am to 6:00 pm or
service@icegame.com. During regular business hours we do have live chat available as well.
Q: What is my warranty on a new game?
A: New ICE games carry a 180 day warranty on the MAIN PCB (CPU) , 180 days on motors and 90 days on all warranted items, All parts and repairs carry a 30 day warranty.
Q: What do I need to return parts to ICE for repairs?
A: You will need to get an RMA#. You can either go the RMA section of the customer service page, OR call (716)759-0360 and ask for returns. The RMA# must be on the outside of the box with the returned goods.
Q: Will I be charged for an advance replacement?
A: Yes ICE will invoice for the full price of the part being shipped and issue a credit when the defective part is returned? Repair charges may apply to out of warranty orders.
Q: What should I do if my UPS shipment arrives damaged?
A: ICE insures every UPS shipment for the full value of the parts and our packaging exceeds the UPS minimum packaging standards. In order to hold UPS responsible for any damage that occurs after a package leaves our warehouse, we require customers to: 1. Inspect your packages upon receipt and notify ICE (by phone, e-mail or fax) that you have received damaged merchandise. Please have the following information: - Exactly what was damaged and the quantity - The order # or shipping # from the pack list - The amount of your damage claim 2. Your next step is to call 1-800-PICKUPS and tell them you received damaged merchandise that was shipped from I.C.E. 3. UPS will initiate a claim and investigate (typically by coming to your location to examine the package, so make sure you save it). 4. UPS will notify I.C.E. a claim has been initiated and fax the paperwork to I.C.E. 5. Once the paperwork is completed and the claim has been approved, UPS will issue a check for the credit and ICE will pass the check/credit to you.
Q: Does ICE have a minimum order amount for parts?
A: There is a $25 order minimum when buying parts?
Q: Can I ship my order COD?
A: ICE doesn’t ship COD, but does accept credit cards, prepaid by check, wire transfer or terms for authorized distributors.
Q: What should I do if my game arrives damaged?
A: All games are thoroughly inspected and packaged to insure they leave I.C.E. in new condition and are capable of handling the rigors of truck or container shipment. Any damage that occurs during transport should be noted immediately and claimed with the freight company for re-imbursement. Please contact your distributor or I.C.E. sales person when significant damage has occurred that may require special attention.
