FAQ | iced-luxury

FAQ

At Iced Luxury, each connection we make with our customers is unique, and everything we do honors that connection. Our unwavering conviction in honesty and uncompromising integrity, translates into your 100% satisfaction or money back guarantee. Being a leader in this industry, we have learned that a happy customer is a return customer and a customer who will refer friends and family. We want to take care of all your high-end timepiece and jewelry needs, whether it comes to buying, selling, trading, or servicing.

We are based in Miami, Florida and are actively involved in buying and selling watches with wholesalers in large quantities at rock-bottom discounted prices. We are now offering the general public the same rock-bottom dealer prices through our highly trafficked website. We focus on selling with low mark-ups in order to move higher volumes of timepieces. This method has proven to earn us many happy, repeat, and loyal customers nationwide, worldwide, and on a constant daily basis!

WHY?

We are an internet-based company (meaning low overhead) with a vast amount of inventory of which we sell large amounts daily. We are therefore able to work on smaller margins to give you great prices.
We offer a 100% satisfaction guarantee, a 5 day return policy, a 15 day exchange policy, and a lifetime authenticity guarantee.
We are high volume collectors of authentic timepieces, meaning we only have watches that are inspected, authenticated, and guaranteed original. It also means we have a sea of suppliers at our fingertips with whom we actively buy, sell, and trade - if ever there is an item you want that you do not see on our website we can most certainly get it for you.
We offer a full 1-year warranty and lifetime service at cost price with every watch you buy from us.
We offer a unique direct lifetime support to all of our customers for all of your high-end watch needs. Our lifetime service center means that we offer servicing at cost price to our customers, not only for the watches you buy from us, but for all the watches you own. We offer these special rates and forgo profit from services only to OUR customers because we appreciate your business and want your buying experience with us to literally last a lifetime. Look out for your Iced Luxury membership card upon receipt of purchase.
We accept all major credit cards both over the phone and directly through our website .
We offer an additional 3% discount with wire transfers.
We offer free sizing, and FREE expedited, fully insured, shipment of your order.

SALES POLICIES

Forms of Payment:

We accept payment via any major credit card, wire transfer, credit card directly over the phone and also offer a "Bill me Later" program via Paypal.

Paypal or Credit Card –You can now order 24 hours a day directly on our website by clicking on add to cart and easily paying with any major credit card via. "Paypal Secure Checkout" we also offer a "Bill me Later" via. Paypal so you can have the item you want now and make monthly payments to Paypal with zero interest see terms and conditions ! If you have any questions on which method works best for you, or for assistance, please call us toll free at 1-305-922-9033 or email Rachel@rocksonclocks.com

Order by Phone with any Major Credit Card – All you have to do is call us toll free at 1-305-922-9033 and one of our sales representatives will take your credit card number over the phone and assist you placing your RocksOnClocks order. You may also email us at Rachel@rocksonclocks.com with the item that you are interested in buying and your credit card info., billing and shipping address and/or ask for one of our representatives to call you whenever is convenient to process your order.

Wire Transfer (additional 3% discount) – Wire transfer is an electronic instant funds transfer done by your bank from your account to RocksOnClocks bank account. For this form of payment, we offer an automatic 3% discount, simply because we are transferring on the saving we receive from not having to pay the 3% credit card processing fees. Most banks will charge no more than $25 to do this service for you. It is easy, secure, and the fastest way to get your RocksOnClocks order processed. All you have to do is ask us for wire transfer instructions and we will give you and/or email you the information you need to plug into your online banking or give to your banker. If you need any assistance throughout, one of our friendly sales representatives is always most happy to assist you, you can even whatsapp or contact Mike on his cell at 1-305-922-9033 or email Rachel@rocksonclocks.com

Pricing and Price Matching:

Iced Luxury specializes in selling pre-owned, like-new, and unused Rolex watches. We work hard to give our customers the best item for the absolute best price. With our timepieces, Iced Luxury customers can be assured that they are receiving the best discount on their item, no gimmicks, exaggerations, or play on words, just superior quality at rock bottom wholesale level pricing. We are able to work with such small margins because we are an internet based company with a low cost on overhead, and because we ship such a large quantity of orders daily. Our extremely meticulous buying process insures that all of our timepieces are not only original and authentic but also in superior pristine condition guaranteed. We take pride in the merchandise we sell and the strong discounts we offer.

Our customers want the best discounts and we are willing to offer them exactly what they are looking for, the best discount on our pre-owned excellent condition items. Most of our customers are either return satisfied customers or customers referred from other satisfied Iced Luxury customers. We are looking to develop and maintain long-term relationships, and our way of doing this is by always giving you the best quality for the best price. We want you to be confident in us taking care of all of your future high-end watch and jewelry needs. Therefore, we will meet or beat any watch or customization that is comparable to ours. Additional discounts can also be obtained for customers buying multiple items at once or paying via bank wire transfer - receiving an automatic 3% discount. For more information about this please feel free to contact us anytime at Rachel@rocksonclocks.com or you can even whatsapp or contact Mike on his cell at 1-305-922-9033 and one of our friendly customer service representatives will be most happy to assist you!

Availability and Ship Time:

Because we are such high volume collectors and dealers of high-end timepieces, Iced Luxury often has the unique ability to ship out items on the same day. Provided that (1) your order is verified before 2 PM EST, (2) depending on the amount of orders we are shipping out that day, (3) the availability of your order and (4) the payment method you choose (wire transfers are the fastest) we will ship your order out on the same day via FREE overnight, insured, adult signature required delivery. Unless otherwise instructed by our customer we immediately ship out orders once processed and ship out ASAP. We will send you the tracking number so you can make the necessary arrangement to have yourself or an adult available to sign for your order at your address the following morning. IF YOU HAVE ANY SPECIAL REQUESTS REGARDING SHIPPING PLEASE LET US KNOW SO WE CAN DO OUR BEST TO ACCOMMODATE YOU!

Special Orders - often gets shipped out relatively fast too, details can be discussed with your sales representative.

For more information about this please feel free to contact us anytime at Rachel@rocksonclocks.com or you can even whatsapp or contact Mike on his cell at 1-305-922-9033 and one of our friendly customer service representatives will be most happy to assist you!

Shipping and Insurance:

Iced Luxury ships all orders via Free, overnight, fully insured, adult signature required, delivery. An adult, over the age of 21, must be present at the time of delivery to sign for the package.

International Orders:

Iced Luxury ships all products out via express, insured, signature required delivery. All orders are free of shipping charges, even those from outside the United States !. For international orders we do NOT accept credit cards, so all international orders must be paid via Wire Transfer. If you wish to order an item from outside the United States, please request bank wire instructions. Although we offer free shipping, even to our international customers, international duties are the buyer's responsibility. For more information about this please feel free to contact us anytime at Rachel@rocksonclocks.com or you can even whatsapp or contact Mike on his cell at 1-305-922-9033 and one of our friendly customer service representatives will be most happy to assist you!

Returns:

We offer a hassle free 5 day return policy, a 15 day exchange policy, and a lifetime authenticity guarantee.

We want you to be at ease shopping with us and ultimately satisfied with your Iced Luxury purchase. We recognize the anxiety that goes into online shopping and therefore offer a risk free 5-day inspection and return period. You have 3 full days from when your order is received and signed for at your address to assure you are 100% thrilled with your purchase, exceptions can be made on a case to case basis, needing an email confirmation from Rachel@rocksonclocks.com. In the unlikely event that you decide you do not want to keep your timepiece, you must let us know within the first three days. We need to give you a return authorization number , return ship address with shipping and security instructions. You will need to follow the instructions we give you and have the item returned to us so that we have it with-in 5 days of when your received it .

We will gladly exchange your timepiece within 15 days from when your item was received.

Your timepiece is guaranteed to be genuine for its lifetime; we refer to this as our lifetime guarantee of authenticity. If at anytime during your ownership, your timepiece is found to be NOT authentic, you can return it for an exchange or full refund. All of our timepieces contain the original manufacturer serial and model numbers. These numbers are also listed on the paperwork we provide with your watch, and these are also registered in our system should any issue ever arise. All of our customizations are NEW authentic, gold, diamond, and precious stone accessories that have been supplied and applied to the timepiece by independent master jewelers and not by the watch manufacturer.

The item being returned must be exactly as received. Please do not wear, remove seals, adjust sizing, or lose any documentation of the timepiece, as this will void our return policy.

Non-Returnable Items

We have a great refund and exchange policy. However, some things we just can't take back:

• Items which have been abused or modified
• Special orders made to customer specifications
• Products modified as per customer requests

Warranty and Servicing:

Iced Luxury proudly offers an extensive full 1 year warranty on any watch purchased from our website. This warranty covers all "moving parts" within the watch. This means that your watch is completely covered by us should it stop working or malfunction. This of course is void in cases of misuse or abuse to the timepiece, and/or in cases of water damage. This period of one year is the same length of time offered by most major manufacturers.

In addition to your warranty, you will receive free membership to our exclusive direct lifetime support program that offers services on all your timepieces (even those not purchased with us) at cost price. This will come in handy with any Rolex you may have, for as you know, to keep a Rolex watches harmonious functioning it is important to have it routinely serviced every 5 years or so (depending on wearing habits). This is a FREE membership program that we provide exclusively to our customers. By taking advantage of your Iced Luxury membership you will never need to pay inflated retail pricing on services again!! We want to take care of all your watch needs and we offer this service as a token of appreciation for being a loyal Iced Luxury customer!

Privacy:

Your security and privacy is of utmost importance to us. Any information we gather is used only to fulfill your order and give you the best customer service we can provide. We do not share or sell any of your personal information to any third party company. All orders are processed on a secure server to ensure your security.

Authenticity:

Iced Luxury offers a lifetime authenticity guarantee that all of our watches are 100% authentic. Each of our pre-owned watches is sent out in pristine, like-new, working condition. We pride ourselves in our long lasting relationships with many of the most reputable watch dealers in the nation. Each and every watch we deal with comes from a reputable source. Every single watch brought into our inventory goes through a meticulous authentication and quality control process. This process includes inspection by our master watchmakers and industry leading Rolex brand watch specialists in order to verify and guarantee its authenticity and condition. Our timepieces come with paperwork of authentication which will include the watches serial number, model number, and description, guarantee that your watch is 100% authentic, estimated replacement value, instruction manuals, Iced Luxury warranty paperwork, and Iced Luxury FREE exclusive membership certificate which offers our lifetime servicing at rock-bottom wholesale prices for all your high-end watch and jewelry needs. The Rolex serial number and model number on the paperwork of authentication will always match the serial number and model number, that is fully intact, on your watch. We frown upon the practice of filing serial numbers. Authenticity is just as important to us as it is to you; we NEVER deal with replicas or non-authentic merchandise. All of our customizations are authentic gold, diamond, and precious stone accessories that have been supplied and applied to the timepiece by independent master jewelers and not by the watch manufacturer.

​WHY?

SALES POLICIES

WHY?