1. Is it possible to use my gift card or store credit online?
Yes!
During the checkout process simply include your Gift Card and/or Store Credit Memo number(s) under
number 5 marked “Paying with Gift Cards and/or Store Credit Memos”. You may enter up to ten gift cards
and/or store credit memos by clicking “Add another.”
Gift Cards and Store Credit Memos will be applied upon verification and your total will be adjusted during
order fulfillment.
The initial order confirmation email that you receive will not reflect the included Gift Card and/or
Store Credit Memo amount. These will be deducted from your total during fulfillment and the total amount
charged to your credit card will be adjusted.
A credit card is required to complete an order online, even when the Gift Card or Store Credit Memo amount
is equal to or greater than the order total.
We can also take your order over the phone and apply Gift Card(s) and Store Credit Memo(s) immediately.
Please call 410-560-6750 X125 (Monday – Friday 10am to 6pm EST) to place a phone order.
2. Can I redeem my Treasures vouchers through fireandice.com?
Yes!
During the checkout process simply check the box under number 6 marked “Use any available vouchers on this order.
Vouchers will be applied upon verification and your total will be adjusted during fulfillment.”
The initial order confirmation email that you receive will not reflect any applied Treasures vouchers. Any available
Treasures vouchers will be deducted from your total during fulfillment and the total amount charged to your credit card
will be adjusted.
A credit card is required to complete an order online, even when the Treasures voucher amount is equal to, or
greater than the order total.
We can also take your order over the phone and apply available Treasures vouchers immediately.
Please call 410-560-6750 X125 (Monday – Friday 10am to 6pm 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 we require a 20% deposit.
To open an online layaway, please call our Customer Service Department at 410-560-6750 x125 (Monday – Friday 10am to 6pm 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 an item repaired by Fire and Ice?
Yes!
Fire & Ice can repair most items, 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 item in person. 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.
We recommend that you insure any items that you send to us, as we cannot be responsible for items lost or damaged in shipment.
Please do not send your item for repair without first contacting us, so that we can ensure sending the item is the next appropriate step. Please email customerservice@fireandice.com or call at 410-560-6750 x125 (Monday – Friday 10am to 6pm EST).
5. How do I enter your promotional drawings and contests?
When you fill out an entry form at one of our 13 store locations or on fireandice.com, you are automatically entered into the
current drawing or contest.
No purchase is necessary to enter or win, however, only persons submitting completed entry forms will be eligible to win.
Please see individual contests and promotional drawings for rules, deadlines and prize details.
6. I saw an item in a Fire and Ice store; is it available online?
Each store location has a very unique selection and many one-of-a-kind items, so you will not find the same selection
in every store or 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, click here for a list of store locations.
You can also contact customer service at customerservice@fireandice.com or 410-560-6750 x125 (Monday – Friday 10am to 6pm EST).
We update our selections frequently, so please continue to visit us in-store and online for new collections and designs.
7. Do you have a location in my area?
In addition to fireandice.com, we have 13 store locations along the Eastern
Seaboard in which to view our phenomenal treasures.
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: customerservice@fireandice.com or phone: 410-560-6750 x125 (Monday – Friday 10am to 6pm EST) and we will be happy to assist you with your purchase.
Shipping charges on international orders will vary depending on location; customs fees may also be applied to these shipments.
9. Do you have a Fire and Ice catalog?
We carry a large collection of hand-crafted, one-of-a-kind pieces. We are not
able to maintain an up-to-date printed catalog, because the availability of
these 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 410-560-6750 x125 (Monday – Friday 10am to 6pm EST) or email us at customerservice@fireandice.com.
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