Glacier Fresh

General question

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How can I make sure this filter is for my fridge?

You can search from Google about the part number on a specific filter on the basis of the model number. If you don't know the model of the filter, you should contact the fridge customer service team. Send an email to info@glacierfresh.com to get in touch with our customer support team

What's my order number?

A unique order number is assigned to every GlacierFresh order that you place. Refer to the order number whenever you have questions about your purchase.

Why haven't I received my filter?

You can contact the team support to know the status of your order number. They will help you to track it down. Replacements or refunds are also possible on an early basis. 

How to place an order?

More Filters make ordering easy. You have to
1.Place your item into the shopping cart.
2.You have to process through the checkout section.
3.Check out through your PayPal account or you can also enter the email address and your shipping address and then choose a shipping method
4.Proceed towards the payment method.
5.Order Completed.

Is my personal information kept secure?

Data provided by our clients regarding payments and shipping is fully protected and kept confidential.

How to pay with a credit card when the payment fails?

Payment failures caused by credit cards are mostly caused by your credit card being refunded frequently. We highly recommend using PayPal because our customer service can assist you with the order.

What to do if Water Filter is Leaking?

1.Make sure the filter is intact by removing it and inspecting it for cracks or damage
2.Check to make sure that the O-ring is properly installed on the water filter.
3.Please remove the O-Rings and reinstall them if they have already been installed.
4.In the case of damaged or missing O-rings, please replace the filter.
5.For a water filter to work properly, it might need to be reinstalled if it's not damaged. Verify that it's installed correctly. An incorrectly installed water filter can drip. 

Account

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How can you update/edit my shipping or billing address details?

You have to visit the option of ‘My Account’ and then click on the option of ‘Edit’ placed at the address tab for entering the new address.

How do I make an account?

For creating your own online account of GlacierFresh, you have to follow the steps of:
1.Click the option of ‘Sign In’ which is at the top right-hand corner of your home page
2.Now you have to click the option of ‘Create an Account’ located at the bottom of your screen
Is an account necessary for placing an order?
It is possible to place the order as the guest with which you can make your whole shopping experience a fun thing. It keeps you updated with the newsletters and storing some information related to shipping or billing.

What if I forget my password?

If you forget the password you can:
1.Click the option of ‘Forgot Password’ located at the sign-up page
2.Mention your email address in the box. 
3.You need to click on the link which you are notified with on your email address
4.Enter the strong and new password

Where can I view my order history?

You can get the order history placed at the dashboard on the account page.

Security

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Is my personal information kept secure?

We keep and protect the confidentiality of the shipping or general information of a buyer. This information is just accessible to the authorized employees.

What are cookies and why should I know about them?

Cookies are basically the small text form of files which are stored on the PC or the mobile device. Your visit will be enhanced and simplified with cookies. Cookies are not used to store information about you or to send personal data to third parties, but rather to keep track of your start page and personal information.
In order to apply product filtering and make sure you are logged in, session cookies are used. Your browser makes it easy to remove cookies from your device.

Why is it mandatory to give personal information?

To process any electronic credit/debit card transaction, the customer's name, billing information, and shipping address are required. 

Will I receive online security email every time I place an order with you?

If you are using a different debit/credit card, this process will need to be repeated, even though online security is implied in each order and the confirmation procedure for account information is one-time.

Shipping & Delivery

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Can I change the shipping address for my order?

Please contact us if you would like to change the shipping address for your order. We can only make changes to your order if it has not yet entered the packing process, so please email our Customer Care team by clicking HERE with your order number and the updated address ASAP.
During high-volume periods, such as launches and promotions, changes to your order may be limited.

Can I or my own courier pick up my order from your warehouse?

In order to get you your goods as quickly as possible, we restrict its delivery mechanisms. Therefore, we are unable to offer a pickup service. Our logistics process would be complicated and deliveries could be delayed for all customers if we offered a pick-up service.

Do you provide combine shipping service?

At this time, we cannot provide combined shipping.

How do I change my delivery address?

When you realize your delivery address needs to be changed, please contact us as soon as possible, once it is shipped, the address cannot be modified. Contact our customer service department via Live Chat or email at support@glacierfresh.com within 24 hours if you need assistance!

How long does it take to deliver?

After we receive your order, we will prepare your order within 1-2 working days. Then it will take 2-10 working days for the order to arrive, depending on the shipping method you choose.

My package says delivered, but I didn’t receive it.

Tracking information from UPS, USPS, and FedEx can be inaccurate, and packages are marked as delivered before they have arrived - oops! If you don't receive your package within a few days, check with your neighbors and the post office for more updates.
If you do not receive your order in a couple days, please email our Customer Care team, within 14 days of the last tracking update, with your order number and tracking information so that we may assist you further.

How can I track my order?

Your tracking information will be emailed to you once your order ships. For more information about our products, please contact us by email at support@glacierfresh.com or via live chat 4 working days after you place your order.

Warranty & Return

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Can I cancel or change my order once the order is confirmed?

Orders can be canceled before payment is made. Once you have placed the order, you cannot cancel it again. You have to contact the support team to make any sort of changes or to cancel the orders. 

How do I process a return?

Support@glacierfresh.com is our customer service email address. We would like to see a photo of the faulty product as well as a detailed description of the issue. Our normal response time is 48 hours. We cannot accept returns until the process is complete.

How to deal with the products damaged by logistics that have just been signed?

We need images of the courier number and product ASAP, so please send us an email as soon as possible. We will handle your feedback and follow up.

I have received my item but it is damaged, what should I do?

To make a warranty claim or return a product, please follow the procedures. Refund policy is based on the fact that it only refunds when it is issued to the original purpose point. 

Return Policy

As a result of our products' low cost, refunds, returns, and exchanges are not possible. We do not accept returns. Any returns can be refused by GlacierFresh at any time.

Payment

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Credit Card Payment failed/ Error code

If you fail to make a payment, let us know the error code or error message and leave us your email. You will hear from us as soon as possible by email or live chat.

How do I know if my payment has been received?

You will receive an email once your payment has been received informing you about your order. You can also check the status of your orders at any time by visiting GlacierFrash.com and logging into your customer account. GlacierFrash.com will show "Processing" if payment has been received.

How do I use PayPal to pay for my order?

When checking out, you will be asked to enter your payment information. If you choose PayPal, your order status will be "Processing", upon receiving the payment.

How to pay with credit card when the payment failure?

Payment failures caused by credit cards are mostly caused by your credit card being refunded frequently. We recommend using PayPal, as we have a customer service team who can help you complete your order.

It looks like you charged me twice for my order.

If you attempted to place an order but it was declined, you will see a pending transaction in your account. No worries! The charge will automatically disappear off your statement within a few business days, as we do not keep funds for declined transactions.

Payment Issues

Please see below payment error codes that may appear if your order is unsuccessful:
9901 – Refer to Issuer
9902 – Unable To Route Transaction
9904 – Pick Up Card
9905 – Do Not Honour/Declined
9906 - Error
9907 - Pick Up Card, Special
9909 - Request In Progress
9912 - Invalid Transaction
9913 - Invalid Dollar Amount
9914 - Invalid Card Number
9915 - No such issuer
9919 - Re-enter Last Transaction
9930 - Form Error
9933 - Expired Card
9936 - Restricted Card
9938 - PIN Tries Exceeded
9939 - No Credit Account
9940 - Function Not Supported
9941 - Lost Card
9943 - Stolen Card
9951 - Insufficient Funds
9952 - No Cheque Account
9953 - No Savings Account
9954 - Expired Card
9955 - Incorrect PIN
9956 - System Error
9957 - Function Not Permitted to Cardholder
9958 - Function Not Permitted to Terminal
9959 - Suspected Fraud
9960 - Acceptor Contact Acquirer
9961 - Exceeds Withdrawal Limit
9962 - Restricted Card
9963 - Security Violation
9965 - Exceeds frequency limit
9966 - Acceptor Contact Acquirer, Security
9967 - Capture Card
9968 - Time out
9975 - PIN Tries Exceeded
9982 - CVV Validation Error
9991 - Card Issuer Error
9992 - Unable To Route Transaction
9993 - Cannot Complete, Violation Of The Law
9994 - Duplicate Transaction
9999 - PIN Error
99YX - Card Bin not allow DCC transaction
99YY - Card Bin allow DCC transaction
99N7 - CSC Validation Error

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