Straightforward returns on unused product.
We stand behind everything we make. If a HeatAlert™ or IceAlert® product doesn't work for your application, you can return it for a refund within 30 days of delivery. Below is exactly how it works and what to expect.
Last updated: July 2026
Our 30-day return window
You have 30 days from the delivery date to request a return. Requests received after 30 days will not be accepted.
To keep your return on track, we recommend contacting us as soon as you decide to return the product — waiting until day 29 to request an RMA and start shipping doesn't leave much room for the return to arrive at our facility in reasonable time.
Product condition requirements
Returned products must be unused. That means:
- The sign has not been mounted, installed, or fastened to any surface
- The bimetallic disc mechanism has not been exposed to trigger temperatures (below 32°F for IceAlert® or above 85°F for HeatAlert™)
- The product surface is free of scratches, marks, adhesive residue, hardware holes, or field wear
Original packaging is preferred but not required. If you've discarded the box, please pack the product securely for return shipment. Damage during return transit due to inadequate packing is the sender's responsibility.
Non-returnable products
Custom Logo signs are non-returnable. These are manufactured to your specifications with your organization's branding and cannot be resold. All Custom Logo orders are final sale.
If you have concerns about a Custom Logo order after delivery, contact us — we'll work through any manufacturing defects or errors on our side under our warranty terms.
How to return a product
The return process has four steps:
- Contact us to request a return. Email info@icealert.com or call 503.692.6656 with your order number and reason for return. We'll issue you a Return Merchandise Authorization (RMA) number and the return shipping address.
- Ship the product back at your expense. Return shipping is paid by the customer. We recommend using a trackable shipping method — IceAlert, Inc. is not responsible for returns lost in transit.
- We inspect on arrival. Once your return reaches our Lake Oswego facility, our team will inspect the product to confirm it meets our condition requirements.
- Refund processed within 7 business days. After inspection, we'll issue your refund to the original payment method. Depending on your bank or card issuer, the refund may take an additional 3–5 business days to appear on your statement.
What the refund covers
Approved returns receive a full refund of the product purchase price. Original shipping charges paid on your order are not refunded, as those costs were incurred to deliver the product to you.
Return shipping costs are the customer's responsibility and are separate from the refund.
Damaged, defective, or wrong products
If your order arrives damaged, defective, or is not what you ordered, this policy does not apply — contact us within 7 days of delivery and we'll make it right. In most cases we will cover return shipping and replace the product or issue a full refund including original shipping.
Please save all packaging materials and take photos of any damage before contacting us. That documentation helps us file freight claims and prevents delays.
Warranty is separate from this return policy
Manufacturer warranty coverage — 2 years on all IceAlert® and HeatAlert™ signs, 3 years on HeatAlert™ monitoring products (passive signs and Industrial Monitors) against manufacturing defects — applies beyond the 30-day return window. If a product fails due to a manufacturing defect after the 30-day return period, contact us about warranty coverage rather than a return.
Talk to us before you ship anything back.
We'd rather help you resolve an issue than process an unnecessary return. Give us a call or drop us an email and we'll figure out whether a return, exchange, or warranty claim is the right path.
