Purchasing Policies

Returns and Refunds

Payment Methods

Shipping

Request a Quote for Shipping Rates

U.S. Orders

International Orders

Paper Order Form

 

Returns and Refunds

Books and kits cannot be returned. No refunds or exchanges will be offered for kits that have been used.

 

Payment Methods

All payments must be made in U.S. funds (USD). Orders will not be processed until payment is received in full.

We accept the following forms of payment:

  • Major credit cards: VISA, MasterCard, Discover, and American Express. Online orders paying by credit card will be transferred to a secure CASHNet payment processing page to submit their payment information.
  • Institutional purchase orders, with the addition of a $10 handling fee. A copy of the institutional purchase order must be provided as a PDF to process the order. Payment is due within 30 days from the date of the invoice.
  • For orders placed by mail payment may be made by a personal or institutional check drawn on a U.S. bank. There will be a $30 charge for each returned check.

 

Shipping

All orders are shipped via UPS. Please use physical street addresses for shipping your order. ICE and UPS cannot ship to PO Boxes or APO/DPO/FPO shipping addresses. UPS will send tracking information to the email address you provided with your order.

Shipping Methods

Orders are processed within 1–2 business days and shipped from Madison, WI by UPS. Shipping time depends on the customer's location and shipping method.

  • Continental U.S. Standard Shipping orders and orders to Hawaii, Alaska and Puerto Rico are shipped via UPS Ground and take 1–5 business days for delivery.
  • Continental U.S. RUSH Shipping orders are shipped via UPS 2-Day Air. Orders with RUSH Shipping requests must be received by noon CST to be processed and shipped the same business day.
  • International orders are shipped via UPS Worldwide SAVER or UPS Worldwide Expedited depending on the customer's location and take 3–10 business days for delivery.

Multiple Shipping Addresses

To ship to more than one address, please create separate orders.

Multiple Packages/Shipments

We make every attempt to ship your order complete with minimal excess packaging. In some instances your order may arrive in multiple packages, but you will be notified by UPS how many packages were sent for your order. Orders will be shipped in their entirety.

 

Request a Quote for Shipping Rates

All orders being shipped to Hawaii, Alaska, Puerto Rico, or anywhere else outside the contiguous U.S., or that total over $500 require a custom shipping rate. The ICE Online Store will automatically determine if an order requires a quote for shipping rates based on where the order is being shipped or on the total amount of the order (all orders over $500 require a shipping quote).

To request a quote for shipping rates through the ICE Online Store:
(ICE recommends customers that need a shipping quote create an account with the ICE Online Store website and login to their account when requesting the quote to keep a record of their order and request.)

  • Select items from the online store and add them to your cart.
  • When all items are in your cart click “Checkout.
  • Fill in the Shipping and Billing information and then click “Review Order”.
    • NOTE: the email address used on the request will be linked to the order and any ICE Online Store accounts that use the same email address.
  • Review your order information form. If everything is correct, click the “Request Shipping Quote” button at the bottom of the page.
    • NOTE: Shipping rates are based on the information you provide. If you need to make any changes to the order, shipping address, or shipping method, this may change the shipping rates. Make any necessary edits by clicking the “Back” button and then making changes, but do so before submitting the request.
    • NOTE: While waiting for your shipping quote, DO NOT make changes to your cart, return to the checkout page, or attempt to process a new order. Any changes will override your shipping quote request and your original order will be lost.
  • You will receive an email from ICE within 1-2 business days that contains a link to the ICE Online Store. Click the link to return to the Checkout page for your order. The order will now include the shipping rate.
  • Quotes are valid for 10 business days only. After 10 business days a quote will be voided and a new request must be made.
  • Select your method of payment and click “Review Order.
    • NOTE: Any changes to the order or the shipping address will void the shipping quote. Contact ICE by email if changes need to be made after receiving the shipping quote.
  • Review the order and then click “Submit” to complete the order.

If you have any questions or concerns related to placing orders through the ICE Online Store or requesting a shipping quote contact ICE by email at iceorders@chem.wisc.edu or call the ICE Office at 608-262-3033, or toll free 1-888-220-9822, between 9 a.m. and 3 p.m. Central Time zone.

 

Ordering Information: U.S.

NOTE: Information on orders being shipped to the Continental U.S., Alaska, Hawaii, and Puerto Rico is included here. International Customers (this includes orders shipped to Canada, Mexico and US Virgin Islands) should refer to the section Ordering Information: International

Placing an Order

U. S. orders that total more than $500 or that are being shipped to Alaska, Hawaii, or Puerto Rico must Request a Quote for Shipping Rates. Allow 1–2 business days for shipping quote requests to be processed.

Orders will not be processed and shipped until payment is received in full. Allow 1–2 business days for processing orders. Orders with RUSH Shipping (extra fee) must be received by noon Central Time zone to be processed and shipped the same business day.

Submit an order by one of these methods:

  • ONLINE STORE Place your order online. Put items in your cart and then complete the checkout process. Orders can be paid by credit card (VISA, MC, American Express, or Discover are processed through CASHNet) or by submitting a PDF of an institutional purchase order.
  • MAIL the paper order form with payment information in USD. Mailed paper orders must include one of the following forms of payment: a credit card number (VISA, MC, American Express, or Discover cards accepted); a printed copy of an institutional purchase order; a personal or institutional check drawn on a U.S. bank, or a money order.
  • PHONE the ICE Office at 608-262-3033, or toll free 1-888-220-9822, between 9 a.m. and 3 p.m. Central Time zone to place the order and to provide your credit card information.  

 

Ordering Information: International

NOTE: This section applies to all orders shipping to Canada, Mexico, US Virgin Islands or any country other than the U.S. or Puerto Rico. If your order is being shipped to the Continental U.S., Alaska, Hawaii or Puerto Rico refer to the section Ordering Information: U.S.

Placing an International Order

Orders being shipped to any international location (including Canada and Mexico) must Request a Quote for Shipping Rates. Allow 1–2 business days for shipping quote requests to be processed.

  • NOTE: ICE is prohibited from shipping the Nanocrystalline Solar Cell Kit, or the chemical replacement parts associated with this kit, to individuals in Mexico. Customer shipping to Mexico must ship the Solar Cell Kit and any related chemical parts through a qualified importer of their choosing.

Orders will not be processed until payment is received in full. Allow 1–2 business days for processing orders after payment has been received.

Submit an international order by one of these methods:

  • ONLINE STORE Place your order online. Put items in your cart and then complete the checkout process. Orders can be paid by credit card (VISA, MC, American Express, or Discover are processed through CASHNet) or by submitting a PDF of an institutional purchase order.
  • MAIL the paper order form with payment information in USD. Mailed paper orders must include one of the following forms of payment: a credit card number (VISA, MC, American Express, or Discover cards accepted); a printed copy of an institutional purchase order; a personal or institutional check drawn on a U.S. bank, or a money order.
  • PHONE the ICE Office at 608-262-3033, or toll free 1-888-220-9822, between 9 a.m. and 3 p.m. Central Time zone to place the order and to provide your credit card information.  

Customs and Duties

All international shipments are subject to customs inspection. They may incur duties, taxes, or brokerage fees (in addition to our shipping charges) that are beyond our knowledge or control. These charges are the responsibility of the customer and are due at the time of delivery. ICE cannot predict the type or the amount of these fees, making it impossible to include them in our quote.

Customers must provide a contact phone number and email address when placing orders. UPS may use this contact information to reach customers if there are fees due or if there are problems delivering the shipment. If any duties, taxes, or brokerage fees are due, UPS will notify the customer of the balance due at delivery. In order to receive your order, you, the customer, are responsible for paying any fees.

Customers are responsible for communicating with UPS and making the arrangements to receive the package and/or pay any related fees. If UPS cannot contact the customer within 48 hours of the original delivery date, the package will be abandoned. While ICE will make every effort to contact customers on behalf of UPS, ICE will not refund or exchange orders due to an abandoned package.

International customers may choose to ship their order through a customs brokerage company of their choice. If an order will be shipped to a broker located in the continental U.S., then Continental Shipping Rates (not International rates) will apply.