I have an older order with this company through Amazon and recently reached out because I lost my pendant and needed a replacement. They were able to provide a discount without any issues. Their custo... See more
Company replied
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This place is sketchy don't buy from them. My mother kindly bought me a gold chain for my birthday. It broke just over 60 days later. I contacted IceCarats for a replacement, but they said t... See more
Company replied
I love butterflies it's so beautiful and true to size, and fast delivery too. Thank you
Company replied
I've had nothing but a great experience with IceCarats. NEVER had a problem and I've made over 10 puchases in the last 3 years. I recently returned an items with no problems whatsoever. All of their j... See more
Company replied
Company details
Written by the company
IceCarats is your go-to destination for timeless, high-quality jewelry that celebrates life’s most cherished moments. Our collection includes engagement rings, necklaces, bracelets, earrings, and personalized pieces, all crafted from 925 Sterling Silver and 10k, 14k, 18k Solid Gold, reflecting elegance and superior craftsmanship. Enjoy a seamless shopping experience with free shipping on all orders, plus the assurance of a lifetime warranty on every piece, guaranteeing your jewelry remains stunning for years. Our easy and hassle-free returns policy ensures complete satisfaction with every purchase. Discover IceCarats today and find the perfect jewelry to make every occasion unforgettable.
Contact info
Canada
- www.icecarats.com
3.1
Average
47 reviews
Replied to 86% of negative reviews
Typically takes over 1 month to reply
How this company uses Trustpilot
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Beautiful
Perfect gift for my lil one…..love it…!!!I Im travelling and need a gift last minute. Thank you
13 April 2026
Unprompted review
Pretty
I love butterflies it's so beautiful and true to size, and fast delivery too. Thank you
1 April 2026
Unprompted review
Reply from IceCarats Jewelry
Hi Andrea,
Thank you so much for your lovely review!
We’re so glad to hear you love your butterfly piece—it means a lot to us.
If you ever need anything, feel free to reach out—we’re always happy to help.
Warm regards,
The IceCarats Team
Like it just wish it was larger.
I have an older order with this company through Amazon and recently reached out because I lost my pendant and needed a replacement. They were able to provide a discount without any issues. Their customer service was very responsive and helpful throughout the process.
1 April 2026
Unprompted review
Reply from IceCarats Jewelry
Hi Prince,
Thank you for your kind feedback—we’re so glad to hear you’re happy with your experience!
We truly appreciate your continued support and are glad we could assist you again. It’s great to know our team was able to help promptly and make the process smooth for you.
We also appreciate your note about the size and will be sure to share this with our team as feedback.
If there’s ever anything else we can assist you with, please don’t hesitate to reach out—we’re always happy to help.
Warm regards,
The IceCarats Team
This place is sketchy don't buy from…
This place is sketchy don't buy from them.
My mother kindly bought me a gold chain for my birthday. It broke just over 60 days later. I contacted IceCarats for a replacement, but they said they could only issue a credit since they were no longer selling that particular necklace.
When I went to order another chain, the only ones available at the same price were *way* lighter in weight, i.e. much much much less gold, than the one my mother initially purchased. So I got a flimsy chain originally, and then when I went to order something for the same price I was only able to order something lighter and *much* less valuable.
The original box chain I ordered was 14k gold 1.5 mm and 22" long at $612. When I went to reorder there was not the same size as the one I originally bought, but a 14k gold .9 mm 20" box chain was $1295?? The "lifetime warranty" apparently means we'll replace your item with something that is worth the same dollar amount, except we upped our prices, so the replacement item is actually going to be worth significantly less than the item you originally purchased. What kind of "lifetime warranty" is that??
Strongly suggest you stay away from this site!
12 September 2025
Unprompted review
Reply from IceCarats Jewelry
Hi Adrian,
Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and understand your concerns.
We understand that your original chain purchased for $612 is no longer available, and that the current options do not feel equivalent in value. We also recognize your concern regarding the pricing differences you encountered when attempting to reorder.
Your original purchase was made in September, and since then, there has been a significant increase in gold pricing. This has impacted the current retail value of comparable items, which is why similar chains are now listed at higher price points despite differences in specifications such as thickness and length.
Under our lifetime warranty, coverage is based on repair or replacement depending on availability. When the original item is no longer in stock, we offer the closest available alternative or store credit equivalent to the original purchase value.
That said, we understand your concern regarding the perceived difference in value. As a courtesy, we made efforts to locate limited remaining stock of the same item you previously ordered and offered it as a replacement option, as it may be among the last units available. This option was also shared with you in our previous email.
We regret that this experience has not met your expectations and appreciate your feedback. If you are open to it, we would be happy to review available options with you and work toward a resolution.
Warm regards,
IceCarats Team
Well made piece of jewelry
Well made piece of jewelry. The size fits my wrist pretty well. Good customer service
24 February 2026
Unprompted review
Reply from IceCarats Jewelry
Hi Shar,
Thank you so much for your kind words! We’re delighted to hear that you’re happy with the quality of your jewelry and that the fit is just right.
It also means a lot to know you had a positive experience with our customer service—your feedback truly motivates our team.
We appreciate your support and hope to serve you again soon!
Warm regards,
The IceCarats Team
This company is a scam
This company is a scam. I purchased a 22in 3 mm 14k gold chain in May for my husband. They had a Memorial Day special and I was able to get it at a discounted price for $500, give or take a few bucks. A few months later, it broke. We were able to receive a replacement at that time, and then a few months later it broke again. I reached out a 2nd time and we were told that we would only receive store credit and could no longer get a replacement, even though we had a “life time warranty.”After about 2 months of reaching out to them going back and forth with weeks of no responses in between and fighting them pretty hard regarding their “lifetime warranty” they finally offered to replace the item or give us store credit. We received the replacement and decided to take the item to a local credited jeweler. The item was 14k gold, however retail value is at $200!!! I paid $500 and NOW, that same piece is selling for $1200… I more recently reached out to request a link to leave a review to which they responded I wasn’t able to because my order was placed back in May of last year and the review link expired so they couldn’t send a new one… They are scam artists. Do not buy from them.
3 April 2026
Unprompted review
Reply from IceCarats Jewelry
Hi Abby,
Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and appreciate the opportunity to clarify.
At the time of your request, the item was out of stock and unavailable for replacement, so a store credit and repair option were provided as alternatives. Our team also sent follow-ups to assist, and we apologize for any miscommunication or missed correspondence that may have occurred. Once the item became available again in March, a replacement was arranged and the matter has since been resolved.
Regarding the warranty, it covers manufacturing defects, and resolution options may vary depending on availability and the nature of the issue.
With respect to valuation, third-party assessments often reflect gold weight or scrap value, which may differ from retail pricing that includes manufacturing and other costs. Review links are managed through a third-party platform and may expire after a certain period.
We regret any frustration caused and appreciate the opportunity to address your concerns.
Sincerely,
The IceCarats Team
Horrible experience
Horrible experience. I purchased a 14kt curb link chain less than a year ago. It is mentioned several times in the listing that this item is “solid”. My pendant got caught and as a result the chain snapped—totally my fault. I went to a local jeweler who was able to fix it perfectly for $30… however when I went to pick it up they informed it was hollow. I have been back and forth with customer service for a few weeks now and at this point they have stopped replying to my emails once I sent screenshots of the online chat where the rep told me “solid” means it is pure gold and nothing to do with the structure of the necklace. I wouldn’t recommend them at all!
16 February 2026
Unprompted review
Reply from IceCarats Jewelry
Hi Blake,
Thank you for your feedback.
We’re sorry to hear about your experience and appreciate the opportunity to review your concerns. We can confirm that this matter has been fully reviewed and resolved.
For clarity, the necklace referenced is stamped “14K,” confirming it is genuine 14-karat gold and not gold-filled or plated. The term “solid” is used to distinguish solid gold from plated or filled items and does not refer to the internal construction of the chain. The product received was consistent with the description provided at the time of purchase.
We understand there may have been some confusion regarding terminology and apologize for any frustration this may have caused. We also apologize for the delay in responding to this review.
We appreciate your feedback and the opportunity to address your concerns.
Sincerely,
The IceCarats Team
This company are literally just in…
This company are literally just in business to steal
I ordered something amd once i got the package it was totally different from what i ordered and returned it now ive been going back and forth with them for them to tell me i won’t get a refund. This is stealing
3 February 2026
Unprompted review
I ordered a locket and a chain from…
I ordered a locket and a chain from this company. I absolutely loved the locket but found the chain too dainty for the locket. The quality of both was exceptional. I decided to return the chain and the process was very easy and professional. Great customer service and support. Will be ordering from them again. Ordered one day, received items the very next day!!!
15 January 2026
Unprompted review
Reply from IceCarats Jewelry
Hi Melissa,
Thank you for your kind feedback! We're so glad you loved the locket and had a smooth return experience. We truly appreciate your support and look forward to your next order!
The IceCarats Team
Terrible quality
I ordered a white gold ID tag and was initially impressed, it was shiny and arrived promptly. After two months of wearing it, it broke off my mother’s wrist. Not only that, but in only two months, the rhodium coating wore so thin in spots that the yellow gold shines through. In all my life of owning white gold jewelry, I have never seen anything like it. I reached out to the company 6 months after purchase, when I finally went back home to my mother, and they basically said, too bad. When I pushed them on it, they finally offered me 10% off another purchase. The idea of ever giving them more money is unpalatable, of course. I should have spent more money at an established place instead of trying to spend less. Lesson learned.
23 December 2025
Unprompted review
Reply from IceCarats Jewelry
Hi NB,
Thank you for your review, and we sincerely apologize for both your experience and our delayed response. We recently regained access to our Trustpilot account and only just came across your feedback.
We’ve reached out to you directly via email, as we’d truly appreciate the opportunity to make this right. Whether through a re-evaluation, a replacement (subject to availability), or assistance with a repair, we’re here to help find the best possible resolution for you.
Please feel free to respond to our email at your convenience—we’d be glad to assist and work toward turning this experience around.
Warm regards,
IceCarats Team
Reply from IceCarats Jewelry
Hi,
Thank you for your review—we truly appreciate your support!
Warm regards,
The IceCarats Team
So on 12/ 11 /2025 i ordered from ice…
So on 12/ 11 /2025 i ordered from ice carots & these reviews have me a little queasy I spent about $300,$262.00 to be exact a xmas gift for my wife hopefully ice carrots will come through for me i will let you know!
15 December 2025
Unprompted review
Reply from IceCarats Jewelry
Hi,
Thank you for your order and for sharing your thoughts—we completely understand wanting reassurance, especially for a special gift.
We’re confident you’ll be happy with your purchase, and our team is here to help if you need anything along the way.
Warm regards,
The IceCarats Team
Happy with the product & happy with the store
4th order here and the products never disappoint. The sell what they show, never had this reality/expectations experence.
18 April 2025
Unprompted review
Reply from IceCarats Jewelry
Hi,
Thank you so much for your kind words and continued trust in us! We’re thrilled to hear that you’ve been happy with your purchases and that your experience has consistently met expectations.
We truly appreciate your loyalty and look forward to serving you again soon!
Warm regards,
The IceCarats Team
Poor quality
Was given a pendant as a gift. It was engraved with our initials and had a ruby in it. The ruby fell out a month later and when I tried to return it, they said that the warranty did not apply because it had engraving and they could not do repairs. DO NOT PURCHASE FROM THEM. Poor quality.
26 October 2025
Unprompted review
Reply from IceCarats Jewelry
Hi Krista,
Thank you for taking the time to share your feedback, and we’re truly sorry to hear about your experience with your pendant. We understand how disappointing it must have been, especially since it was a meaningful gift.
As noted in our email, engraved or customized items are typically excluded from our warranty policy due to their unique nature. However, we’ve already reached out to you directly to review your order and see what we can do to make things right. If you haven’t received our message, please let us know so we can assist you promptly.
We truly appreciate your feedback—it helps us continue improving both our quality and service.
Warm regards,
The IceCarats Team
Returned product weeks ago
Returned product weeks ago. Was given confirmation of receipt, just pending inspection.
Following that, I was sent a picture of an empty box and was told that was proof they didnt receive my return. A return they set up to my apt for added security, disallowing me from returning and insuring myself. Stay away.
Also, necklace was hallow and flimsy, which is why I was returning.
23 July 2025
Unprompted review
Reply from IceCarats Jewelry
Hi German,
Thank you for sharing your feedback. We understand how frustrating this experience must have been. Customers are given the option to return high-value items themselves with insurance, but in this case, the pick-up service was selected. Unfortunately, the returned package arrived empty, and we worked with UPS to resolve the issue, which caused a delay.
We’re happy to confirm that your case has now been fully resolved and your refund has been issued. Thank you for your patience and feedback—it helps us improve our products and service.
The IceCarats Team
I bought a set of diamond earrings for…
I bought a set of diamond earrings for my wife, for our 10 year wedding anniversary. We love them! They arrived quickly and the icecarats team was quick to answer my questions. Very happy with our experience. Will be recommending them to my friends!
12 June 2025
Unprompted review
Reply from IceCarats Jewelry
Hi Drew,
Thank you so much for sharing your experience! We’re thrilled to hear that the diamond earrings were a hit and that your anniversary celebration was made even more special. We’re also glad our team could assist you quickly.
We truly appreciate your recommendation and look forward to serving you again in the future!
Warm regards,
The IceCarats Team
Trust the other negative reviews
Save your time and money. Scam company with horrible customer service.
31 July 2025
Unprompted review
Most likely got scammed nearly $700
Wish I would’ve done more research on this business before hand, had I seen so many negative reviews outside of their main website I would’ve never purchased an item. Guess I learned the hard way to not buy jewelry online.
I purchased a chain for nearly $700, when it arrived the box was already cut open and it was missing the item. After calling their phone number and telling what I’m assuming was customer service what had occurred, that I received a broken into box, they repeatedly suggested that maybe a family member stole it even after telling them multiple times I knew for a fact that didn’t happen. It wasn’t until I told them I would file a police report that the person I spoke to finally told me they would launch an investigation. 3 weeks later, I have heard nothing suggesting my investigation is actually being carried out. Despite me consistently emailing and calling, and the best I get is that they’re still investigating and awaiting a response, yet not telling me from who or what. I ask how the investigation process is being carried out or at what step they’re at, and whoever on the other side of the emails and phone calls is at can never give a substantive answer or just doesn’t know.
I don’t know if I’ll ever get my money back, long story short if you want to avoid jeopardizing some solid money, do not shop for jewelry online and especially from here
EDIT: 2 months now and 0 update. Do not buy from this company !!!!!
Edit 3: I finally got my refund today, 2/24/2026. Although I am glad I got my $700 back long after I thought they were just leading me on, my opinion still remains the same. Do not buy from this company. I do not know what investigation takes nearly 8 months to conduct, and I doubt had I not gone through the trouble of filing a police report, filing a claim with the bank, and persistent emails I would have gotten any resolution. Do not risk your money with this business.
9 July 2025
Unprompted review
Reply from IceCarats Jewelry
Hi Daniel,
Thank you for your update. We recently regained access to our Trustpilot account, which is why we were unable to respond here earlier.
We sincerely apologize for the delay in resolving your refund and for your overall experience.
We understand your concern regarding the length of time this took. The extended timeline was due to multiple claim denials from UPS, which required additional investigation and verification before a resolution could be completed. We recognize that this process took significantly longer than expected and did not meet the level of service we aim to provide.
We also acknowledge your efforts in following up toward a resolution. We understand how frustrating this situation has been and appreciate your persistence in working through this process.
As of February 20, 2026, your refund has now been successfully issued.
We regret that this experience has impacted your trust, and your feedback has been noted for internal review as we continue to improve our processes.
If there is anything further we can assist you with, please let us know.
Warm regards,
IceCarats Team
Pleasantly Surprised, Great Experience
There seem to be some negative reviews for this company, so I wanted to share my personal experience for my first order. I was looking for a new 14k solid yellow gold curb chain 1.6mm width (18-20” chain length depending on which I ended up liking better) for some new pendants. After review here I was concerned about the order I had already placed. However, I couldn’t be more pleased with my order. My order process was easy, and both shipping/delivery were extremely timely to my surprise. Upon arrival and inspection by myself and two separate jewelers, I received exactly what I ordered which were two solid 14k yellow gold curb chains (1.6mm width) 18 and 20” exactly as described, and in pristine condition. I obviously can’t speak for others, but wanted to share my experience. I would consider ordering from this company again if I had a need! Thanks!
11 July 2025
Unprompted review
Reply from IceCarats Jewelry
Hi Tara,
Thank you so much for sharing your experience! We’re thrilled your first order went smoothly and that you’re happy with your 14k solid yellow gold curb chains. It’s wonderful to hear that you were pleased with the quality.
We truly appreciate your kind words and your trust in us, and we look forward to helping you with any future orders!
Warm regards,
The IceCarats Team
Buyer beware their jewelry is horrible…
Buyer beware their jewelry is horrible quality. It took a month to get refunded and only because I opened up a case through my bank. Just buy your jewelry at Costco.
Side note: Their customer service responds promptly. They don’t offer much but excuses but at least they are consistent.
5 May 2025
Unprompted review
Reply from IceCarats Jewelry
Hi Eric,
Our team recently acquired this account and came across your review—thank you for taking the time to share your experience. We sincerely regret the issues you encountered with our return process and hope to turn this experience into a positive one.
After reviewing your account, we did see a delay in the return process due to a mishap. While this shouldn’t have delayed the refund, because of the value of your order, our Finance team needed to wait for the return to be fully inspected. The refund was issued directly by our team once the return inspection was completed, and we truly apologize for any inconvenience this may have caused.
Your feedback is very important to us, and we’ll use it to continue improving both our products and our service.
Warm regards,
The IceCarats Team
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