Frequently Asked Questions
I received my Icebug order and I’d like to make a return. What do I do?
We know it can be tough to get it right the first time when shopping online, that's why we offer free returns. Icebug webshop orders come with a postage-paid return label to send back unwanted items. See below for details.
We want you to love your purchase. If you don’t, here’s what to do:
- Attach the return label included in your shipment to the package of unwanted items.
- Follow the instructions on the return label to drop it off at a FedEx box or location or schedule a pick up.
- You will receive a refund via the original method of payment after your return’s arrival to our warehouse. (You will receive an email notification at that time.)
- If you would like to exchange for another size, color, or item, place a new order on our web shop. If not, you’re all done!
Return Policy: To receive a refund, items must be in like-new, unworn condition in the original shoe/insole box and include all original tags. Returned items must be sent back within 30 days from the purchase date.
Can Icebug process an exchange for me?
Icebug USA does not perform exchanges. To make an exchange, please see step 4 above.
I returned my item(s), but I don’t see the refund in my bank account yet?
We do our best to process returns as quickly as possible. In high-demand times, please allow up to 5 business days processing time for your refund. As soon as you receive a refund notification from us, we’ve completed the refund on our end. However, it may take your bank up to 5 business days to process the transaction.
When will my order ship?
Please allow up to 2 business days for orders to be picked, packed, and on their way. Once your order is out the door, you'll receive a shipping notification via email with tracking information.
What shipping carrier do you use?
You will have the choice to ship your order via USPS or FedEx.
How much is shipping?
Shipping on orders over $200.00 is FREE. Shipping on all other orders depends on requested shipping method and destination. You will see this specific cost at checkout before the final purchase is made. Shipping costs are non-refundable.
Return shipping is also FREE so long as you use the pre-paid FedEx return label provided.
Can I make changes or add to my order?
Once an order has been placed, changes cannot be made. If you need to cancel an order, please email us at firstname.lastname@example.org immediately with your order number. After an order has been fully processed, it cannot be cancelled.
Can I wear my BUGrip shoes indoors?
Shoes with carbide studs are not recommended for indoor use.
What is water resistant? Is it the same as waterproof?
Water resistant materials are either treated or dense enough to repel water. They are not 100% waterproof, but they do give you protection from foul weather, splashing and slush. The gain is a high level of breathability and the ability to shape better with the foot. To maintain the water resistance of a treatment a material needs to be taken care of properly.
What is the significance of non-absorbing?
Non-absorbing materials gain very little weight when they get wet. Important for footwear used in wet condition activities where weight is a critical factor. Note that being non-absorbing does not mean that they keep the inside of the shoe dry.
How do I choose the right running shoes for me?
Here’s an innovative way to easily identify the right trail running shoe for you. Our chart helps you quickly identify these important sectors for fit and function.
Technical Running Shoe Guide
How much the shoe is allowed to flex. Less torsion in the shoe (easy flex) means that the foot has less support and has to work more on its own. The natural movement builds strength but is also demanding. More torsion (medium flex or stability flex) offer more support which is an advantage for feet that do not have sufficient strength or during long sessions when feet get tired.
Elevation of heel compared to forefoot. Standing barefoot on the floor is zero drop. More drop is perceived as more comfortable for most people. Less drop is more like the natural position of the foot, but it also puts more strain on the muscles and tendons of the foot, particularly the Achilles. We recommend getting used to a lower drop gradually, and according to your body’s capacity.
Capacity of the sole to absorb shock. Less cushioning (responsive) means better contact with the ground, but also demands more from the running technique and the biomechanical capacity of the foot to absorb shock. More cushioning (medium or full) provides more comfort and is helpful in shock absorption.
The shape of the upper. The best last width for you is, of course, mostly related to the width of your foot. Apart from that, our narrow lasts are racing oriented, best suited for running fast. The medium and wide last are generally better suited for slower work and longer distances. Regardless of width, our lasts are anatomically shaped.