FAQ
Last Updated: November 2, 2026
Choosing a bag and getting order help
What do you sell, and do you make the bags?
We sell lunch bags, soft coolers, totes and food carriers. We are an independent retailer and do not claim manufacture or brand authorization unless expressly stated on a product page.
Will my lunch container fit?
Compare the complete container, lid and handles with the selected bag’s confirmed usable dimensions where provided. Exterior measurements are not interior clearance. A nominal dish-size recommendation does not guarantee every handled or lidded dish will fit. Ask us about an important fit question before ordering.
Are bottles, food, containers or ice packs included?
Only items in the selected product’s included list are supplied. Pocket counts, can-capacity examples and staged accessories do not establish supplied pack quantity. Read whether a bag is sold singly, in two or in three.
Can I machine wash it or rely on a set cooling time?
Use the specific supported care instructions for your selected bag. Wipe-clean lining does not mean the entire bag is machine washable. We do not promise an unverified temperature-retention duration or food-safety outcome.
Where do you ship and what does it cost?
We ship only to the 50 U.S. states and the District of Columbia, including Alaska and Hawaii. Standard shipping is free with no minimum purchase. We do not offer Express or international shipping. We do not ship to U.S. territories or freely associated states, or to APO/FPO/DPO military addresses. For a PO Box within the supported states or District of Columbia, contact us before ordering to confirm service.
When will it arrive and how can I track it?
Processing is 1–2 business days and estimated Standard transit is 2–4 business days, estimated total 3–6. Business days exclude weekends and U.S. federal holidays. We provide dispatch and tracking information when available; contact us for help with a delay.
Can I cancel or change an order?
Contact us promptly. A request is not confirmed until we reply; dispatched orders may need the return process. If we cannot ship as promised, we will offer a revised time or cancellation with a prompt refund.
Which items can be returned?
Request a return within 30 calendar days after delivery. Change-of-mind items must be unused, undamaged and have their supplied accessories. We support damaged, defective, wrong, incomplete and materially misdescribed goods; nonwaivable rights remain available.
How do returns, return postage and exchanges work?
Returns are by mail. Contact us with your order number and issue first to confirm the instructions and correct return address. Use the free prepaid return label included in your package; contact us if it is missing or unusable, before buying postage or mailing the parcel. We pay eligible return postage and charge no restocking fee.
Do you accept exchanges?
We accept exchanges requested within 30 calendar days after delivery. For a change-of-mind exchange, the item must be in new, unused and undamaged condition, with its included accessories complete. Contact us with your order number and the item you would like to exchange to confirm the instructions and next steps before sending anything back. These change-of-mind conditions do not limit your applicable rights for damaged, defective, incorrect, incomplete or materially misdescribed goods. See our Refund Policy for the return steps and conditions.
When is a return refunded?
For an approved return, we will issue the refund to the original payment method within 10 calendar days after receiving and inspecting the returned item. Your bank, card issuer, or payment provider may require additional time to post the credit to your account. Contact us with the order and return details if you need status or a decision reviewed.
What payment methods can I use?
The methods actually shown for your order in checkout are available. We do not confirm a wallet or card brand by a footer icon. See our Payment Policy.
How do I manage advertising cookies or make a privacy request?
Use Your Privacy Choices for the existing sharing choice and contact our email for applicable access, correction, deletion, portability or appeal requests. Actual cookie controls and consent depend on store settings and location; reading a policy is not consent.
How do I contact you?
Email support@icelow.com or call (417) 865-2941. Include your product or order reference. Our address is for correspondence, not a walk-in store or an automatic return destination.