Support
What is the exchange policy?
We hope your uniform items fit perfectly! If you're not completely satisfied with your order, we're here to help. Just follow these simple steps:
1. Contact us at customerservice@iceboxmail.com within 90 days of receiving your uniform. Please note that we cannot accept returns after this period.
2. Include your Sales Order number, the items you wish to return, and the items you would like to receive in exchange.
3. If the size you need is unavailable, we'll recommend alternative sizes.
Please ensure that returned merchandise is unwashed, unworn, and undamaged. There is a two exchange limit per order.
What is the estimated delivery time for my order?
Most in-stock orders ship within 5 to 10 business days. Once shipped, your order should arrive within 2 to 3 business days. If any items in your order are out of stock, please reach out to us atcustomerservice@iceboxmail.com, and we'll be happy to help you make adjustments to your order.
Who is eligible to order in the initial refresher rollout starting December 11, 2023?
Agents with a hire date from January 2023 and before will have access to the site the week of December 11, 2023. All agents with a hire date of February 2023 and after will have access to the site in their hire month moving forward
how will agents recieve the website link?
The uniform website and link will be sent directly to employee emails.
Is the uniform refresher link the same link used to order the initial uniform package?
No. The Cabin Experience Refresh order link is different from the initial uniform package ordering link.
What if there is a remaining balance of points when agents order?
Points will remain in your account for future use but will not rollover to the employee’s following anniversary.
Are seasonal's eligible for the initial rollout of the refresher program?
Seasonals will not receive access to the site during the initial rollout. Seasonals will receive access at the start of the summer season.
What is the expected delivery time after submitting the uniform order?
The uniform will deliver to the address provided by eligible agent. Uniforms will be delivered with 3-4 weeks of ordering, with exception of the performance stretch pants and shorts which are a pre-book. Those will deliver Spring 2024.
Can agents select any options on the refresh site?
Yes. Agents can order any options on the website of their choice.
Can purchases be made if the order exceeds beyond the 225 alloted points?
Yes. Any orders that exceed beyond $225 points, can be settled with debit or credit card.
Will agents recieve a new Zappos code with the uniform kit?
No. Zappos codes will be provided to all eligible employees every May.
Can i modify or cancel my order after placing it?
Please contact customerservice@iceboxmail.com to make any desired changes. Changes cannot be accepted after the purchased item is prepared and shipped.
How do agents' login to the uniform site?
Agent will enter their email and be sent a six digit code for authorization, once entered will bring them to the storefront.