What forms of payment do you accept?
We accept all major credit cards: Visa, Mastercard, Discover, American Express, PayPal, ApplePay, and Ultra Game Gifts Cards.
Can I purchase an Ultra Game Gift Card?
You most certainly Can! After purchasing your gift card, you will receive an email with the gift card code inside. You can print it out or email to the recipient and they can enter in the code at the payment section of the checkout process where it says DISCOUNT / GIFT CARD and then click APPLY. You can purchase gifts cards here.
What If I purchased an item at full price and now it is on sale, do you offer a price adjustment?
Yes. We will honor the sale price and will refund the difference. You must contact us within 14 days from the time the product is delivered to offer a price adjustment. Please email us with the order number and the discounted price of the product you purchased.
I have a discount code. How do I use it?
When you begin the checkout process where it says CUSTOMER INFORMATION if you are using a mobile device there will be a drop down menu at the top that says Order Detail if you click that you will see a section that says DISCOUNT / GIFT CARD in there you can enter the discount code then click apply. If you are using a computer on the CUSTOMER INFORMATION screen of the checkout process to the right, you will see a box that says DISCOUNT / GIFT CARD in there you can enter the discount code and click apply.
Made a Mistake on My Order, can I change it?
If you notice that a mistake was made after submitting your order to us, we ask that you notify us immediately either through our support email or Live Chat. We can go into your order on our end and adjust it on your behalf. Whether the size selected was incorrect to the email address needing to be changed we can correct right away
I placed my order, but I didn’t get an email confirmation, why did this happen?
There can be a few different reasons for this sometimes orders can end up in abandon carts instead of your actual cart to check out if this happens you will receive an email to continue the checkout process, an email was entered at checkout but the email confirmation could have ended up in your JUNK/SPAM or payment information could be missing. We recommend contacting us right away if you did not receive an Order Confirmation email from us.
How Long Does It Take to Ship Out My Order?
All orders are shipped out the same or next business day from receipt of the order. Estimated delivery: Within 3-5 business days of receiving a cleared payment.
I Was Sent the Wrong Items, What Do I Do?
When you open your package and realize that you were sent the wrong items. Please contact us at Customerservice@icerbrands.com. Please provide your name, order number and the item(s) that were sent to you. We offer 2 options you can send us back the merchandise that was sent to you or you can keep the items and we will ship out the correct items right away.
How Are Orders Shipped?
Orders are shipped through FedEx and USPS. Once orders have been packaged at our warehouse, they will go into the carrier’s hands to begin the shipping stage. Once we have confirmed that your order is with the carrier you will receive an email that says SHIPPED and you will see the tracking number.
How Long Will It Take for My Order to Be Delivered?
Transit times vary from carrier to carrier, shipping method chosen at check out and location for delivery. We offer FedEx Ground Shipping which takes 4 to 5 Business Days, FedEx One Rate which is guarantee 2 Business Day shipping at a flat rate, FedEx 2 Day, USPS First Class Shipping which takes 5 to 9 business days and USPS Priority which takes 3 to 4 business days. We do ask that all customers give our warehouse team a day to process all orders to prepare for shipment.
Does Ultra Game ship to International Countries?
We ship internationally through USPS First Class International Package within 5-7 business days, not including foreign custom processing. Duty and import taxes are determined by the local authorities. These additional costs are responsibility of the recipient. The international countries that we ship to are Canada, Mexico, Europe and Australia.
***Please note: Due to the heavy costs of international shipping all sales are final. Please reach out to customer service if you have any questions***
You can return your merchandise for up to 365 days from your item's order date. Please note that All final sale items that end with $.97 are excluded from this return policy.
Returning Your Merchandise
Product returns are super easy. Click here to visit our return center to get started.
Enter your email used to place your order. A link will be sent to your email to start your return.
Click which items you would like to return and the reasons for each item.
You will see an estimated refund minus the cost of the return label.
Confirm that you want to return your items and it will generate a pre-paid mailing label (You will get an email with the return label as well in case you can't print it immediately).Pack up your items and send them back within 14 days of confirmation of return. It can take up to 10 business days for us to receive and process your return. Once processed, your refund can take up to 2-7 business days to reflect on your account statement. You will receive a confirmation email once this is completed. If you have any questions, feel free to email us at Customerservice@icerbrands.com
My Return Was Rejected, What Does That Mean?
If you receive an email saying that your Return was rejected by one of our team members it could be that you returned an order back to us that was outside the 30-day window, returning final sale items or damaged items. Our customer service team can absolutely help right away if this happens so our team can explain in detail.
If I Buy an Item from A Retail Store That Sells Brooklyn Cloth, Can I return or exchange Back to the Website?
Unfortunately, we cannot accept any merchandise that is purchased at one of our retail partners. We recommend going back to the store where the item was purchased and see if they have more in stock. If you purchased an item and you find a defect in it you may send us pictures of the defects through Customerservice@icerbrands.com if we offer the item on our website we will send out a replacement to you. All we require is the size and shipping address to send to.
Do you have any retail locations?
Not at this time. We partner with many retail locations to carry some of our items. Retailers such as TJ Maxx, Marshalls, Old Navy, Burlington, Ross and others carry a selection of Ultra Game items.
How can we keep up with all the new items and sales?
The best way to stay up to date would be to subscribe to our email list. You can do that by scrolling all the way to the bottom of the page and entering in your email address. You can also follow us on social media @_ultragame!
How can I get a hold of Customer Service?
You can also email us at Customerservice@icerbrands.com. A customer service rep will get back to you within 1 business day.