Thank you for visiting iceenow.co, the website operated by iCEE NOW Pty Ltd. ("the Site"), a company based in New South Wales, Australia. iCEE stands as an online retail destination for lenses, optical frames, and sunglasses.

Our goal is to ensure a secure and enjoyable visit for each Site visitor ("you"), defined as any natural person using the Site for non-commercial or non-professional purposes. To establish mutual expectations, we have outlined the following general terms and conditions.

These terms and conditions, inclusive of the sits usage, returns/exchanges policy, product warranty, health fund claims, and privacy policy, apply to any use of the Site and any agreements formed between you and us through the Site. If you do not agree with these terms and conditions, you are not permitted to use this Site or make any purchases through it. We reserve the right to modify the Site, these Terms and Conditions of Use, or the policies governing the Site at any time. 

We recommend reviewing the Site and the General Terms and Conditions periodically for updates or changes. Your ongoing access or use of the Site signifies your acceptance of these changes and acknowledges the reasonableness of these standards for notice of changes.

Ordering Prescription Glasses

- When placing an order on www.iceenow.co your prescription will be processed through our optical lens partner Lensify PTY LTD and it is essential all prescription values are imputed correctly on their platform. If you are unsure about the ordering process, please reach out to our support team via our contact form.

- The prescription used must not be older than 24 months, and should include your full name and the contact information of the prescribing optometrist, and it must be for optical glasses (not for contact lenses).

- When inputting your prescription details, it is essential you also include your PD (pupillary distance). You can obtain your PD from your current optometrist, or it can be measured by using the PD reader at the following link (PD reader link)  

- If your prescription has been incorrectly inputted and your lenses are produced, iCEE does not take responsibility for the expense incurred for lens replacement. 

- If a frame you wish to order is unavailable online, it means it is temporarily out of stock and will be replenished soon. Please note that restock dates vary, and we cannot provide an estimated timeframe for the frame's availability.

- All orders for prescription glasses are final. iCEE holds no liability for errors in prescription information entered during online orders. Once an order has been placed, whether in-store or online, steps and costs are immediately incurred for order fulfilment. Subject to relevant Australian Consumer Law, orders cannot be amended or cancelled. If you encounter any issues with your order, contact our customer service team via our contact form.

- Upon placing your order, a confirmation email with the selected frame details will be sent to you. Please review it and promptly contact a team member via our contact form. if you have any questions.

- The exchange/return period for prescription glasses is 30 days after receiving the order. The item must be in original packaging, unworn, with no damages or adjustments made to the frame or lenses. If these conditions are not met, the order will be returned to the consumer and a refund will not be issued.

Non-Prescription Glasses

- The exchange/return period for non-prescription glasses is 30 days after receiving the order. The item must be in original packaging, unworn, with no damages or adjustments made to the frame or lenses. If these conditions are not met, the order will be returned to the consumer and a refund will not be issued.

No medical advice

- This website is not designed to offer any medical or optical care, diagnoses, treatments, advice or opinions. All information available on the site is of a general nature and is not meant to diagnose, treat, cure, or prevent any diseases or other medical or optical conditions.

- Always consult your doctor, optometrist, licensed Optician, ophthalmologist, and/or other qualified health or optical professional for any inquiries regarding your health or a medical and/or optical condition.

- To the maximum extent allowed by law, iCEE does not provide any explicit or implicit warranties and does not make any representations regarding the accuracy, completeness, or reliability of the information on this website.

 Warranty

- Under the Australian Consumer Law, you are entitled to replacement for major defects within one year of your purchase. This provision excludes instances of incorrect options selected during the ordering process or changes of mind. General wear and tear over time or damages due to mishandling are not covered by our warranty.

- Due to the frames being made from bio-based acetate, which is a malleable material, slight variations in frame fit may occur if left or travelling in extreme heat. If the fit is not ideal upon receipt, our team will assist you with instructions on how you can adjust your frame to better suit your face. Alternatively, you can send your frame back to our head office with a photo of you wearing it and we will adjust it accordingly. When sending a frame back for adjusting it must be accompanied with a self addressed return satchel.

- Modifications made to the frame are not covered by our warranty however, we offer this service free of charge.

- Damage to lenses caused by misuse, including scratches or lens crazing due to exposure to high temperatures, are not covered by our warranty.

- Our warranty policy is supplementary to the Australian Consumer Law, which cannot be limited or excluded. Our goods come with guarantees under the Australian Consumer Law that cannot be excluded. 

- If, by any chance, your lenses are defective or not as per your order, we will replace them at no cost. The replacement will be restricted to the same quantity and specifications as the original order - kindly reach out to us via email at info@iceenow.co.

Product Availability

- We reserve the right to modify, suspend, or terminate the sale of any Product, with or without notice, is reserved by us. To the extent permitted by law, we assume no obligation resulting from such changes.

- Following your order placement, we will inform you of any Product unavailability. Given that iCEE produces quantities of each style in batches, certain frames may sell out periodically. Additionally, depending on your prescription, it may be challenging to fulfil an order with your chosen lens and frame combination. In such cases, we will notify you, and you can opt for an alternative Product and/or request a refund. If you choose a substitute Product with a higher price, you will be responsible for covering the price difference.

Shipping

- iCEE will ship all orders from the stock location in Australia, via Australia Post and tracking details will be emailed upon dispatch.

- There is a $5 flat rate for all domestic orders.

Processing Time

- Orders of clear non-prescription, non-prescription sunglasses and standard single vision corrective lenses take 2 business days for processing and shipping. Customised single vision corrective lenses (including higher prescriptions), prescription sunglasses and progressive lenses take up to 14 days for processing and shipping. Once your order has been shipped, please allow 3-10 days for postage.  Please note that delays may occur which are outside iCEE’s control.

International Orders

- International order shipment rates will be calculated based on the location. 

- Customs fees vary by country, and iCEE does not assume responsibility for covering any customs fees or taxes. We cannot adjust the total order cost to circumvent or minimise customs fees. It is advisable to contact your local customs office before placing an order to avoid unexpected charges. Should you choose to reject the delivery, you remain responsible for the original customs fees, import duties, and the return shipping costs to iCEE. If these fees surpass the total value of your order, including shipping costs, the parcel will be disposed of, and no refund will be issued.

Health Fund Claims

- Only items with a prescription are eligible to be claimed through a private health insurer.

- You have the option to claim a portion or the entire cost of frames and lenses through a private health fund. The claimable amount is determined by your coverage level and allowance. We can only process claims based on the information provided by private health funds and we are not permitted to adjust claim amounts.

- Non-prescription frames with additional coatings or add-ons do not have claimable item codes through iCEE with private health fund providers.

- Coverage for lens extras, such as hi-index upgrades or coatings, may be included by some health funds, contingent on the level of coverage.

- iCEE retains the right to apply discounts to both frames and lenses in an order.

- DO WE HAVE ANY SPECIAL OFFERS? PLEASE WRITE THEM HERE - WE NEED TO UPDATE THESE  

(ex: 2 FOR 1, extra $50 for another pair etc etc)

PRIVACY POLICY

Effective Date: March 01, 2024

iCEE ("us," "we," or "our") operates the https://iceenow.co website, referred to as the "Service." This page outlines our policies regarding the collection, use, and disclosure of personal data when using our Service, along with the associated choices.

We utilise your information to deliver and enhance the Service. Your use of the Service implies your consent to the gathering and utilisation of information as outlined in this policy. Unless explicitly defined differently in this Privacy Policy, the terms employed here hold the same meanings as detailed in our Terms and Conditions.

Definitions:

Service: The https://iceenow.co website operated by iCEE.

Personal Data: Information about a living individual that enables their identification through these data alone or when combined with other details either currently in our possession or likely to be acquired in the future.

Usage Data: Automatically collected data generated by the use of the Service or its infrastructure.

Cookies: Small files stored on a device (computer or mobile).

Data Controller: individual or legal entity, whether solely, jointly, or in collaboration with others, responsible for defining the purposes and methods of processing any personal information. In the context of this Privacy Policy, we serve as the Data Controller for your Personal Data.

Data Processors (Service Providers): refers to any natural or legal entity engaged in data processing on behalf of the Data Controller. We may enlist the assistance of various Service Providers to enhance the efficiency of processing your data.

Types of Data Collected:

Personal Data:

During your use of our Service, we may request you to provide specific personally identifiable information that can be utilised to reach out to you or establish your identity ("Personal Data"). This category may include, but is not limited to:

Email address

First name and last name

Phone number

Address, State, Province, ZIP/Postal code, City

Cookies and Usage Data

We may use this information to contact you with newsletters, marketing materials, or other relevant communications. You can opt out of these communications via the unsubscribe link and/or information provided in any email communications

Location Data:

If you give us permission, we may utilise and retain data concerning your location ("Location Data"). This data is used to offer functionalities within our Service and enhance and personalise the overall user experience.

You can activate or deactivate location services through your device settings while utilising our Service.

Usage Data:

We might gather information regarding the utilisation of the Service ("Usage Data"), including data like your computer's Internet Protocol address (e.g., IP address), browser type, browser version, the pages visited on our Service, unique device identifiers, the date and time of your visit, the duration spent on those pages and other diagnostic information.

Tracking & Cookies Data

We employ cookies and similar tracking technologies to monitor activity on our Service while maintaining specific information.

Cookies, files containing a small amount of data, may include an anonymous unique identifier. These files are sent from a website to your browser, where they are stored on your device. Additional tracking technologies, such as scripts, beacons, and tags,, are also used to gather and trace information, enhancing the analysis and improvement of our Service.

You have the option to instruct your browser to reject all cookies or alert you when a cookie is being sent. Nonetheless, refusing cookies may limit your access to certain sections of our Service.

Here are examples of the cookies we use:

Session Cookies: Used to operate our Service.

Preference Cookies: Used to remember your preferences and various settings.

Security Cookies: Used for security purposes.

Use of Data:

We use collected data for various purposes, including providing and maintaining the Service, notifying about changes, offering customer support, analysing for improvement, monitoring usage, and providing news, special offers, and general information.

Retention of Data:

iCEE will keep your Personal Data only for the duration necessary for the purposes outlined in this Privacy Policy. We will retain and use your Personal Data as required to fulfil our legal obligations, such as retaining data to comply with applicable laws, resolving disputes, and enforcing our legal agreements and policies.

For internal analysis purposes, iCEE will also retain Usage Data. Typically, Usage Data is held for a shorter duration, unless its retention is necessary to enhance security, improve Service functionality, or comply with legal obligations that mandate longer data retention periods.

Transfer of Data:

Your data, including Personal Data, might be transferred to and maintained on computers situated outside your state, province, country, or other governmental jurisdiction, where data protection laws may differ from those in your jurisdiction.

If you are situated outside Australia and opt to provide us with information, kindly note that we transfer the data, including Personal Data, to Australia for processing.

Your agreement to this Privacy Policy, followed by the submission of such information, signifies your consent to this transfer.

iCEE will take all reasonable steps to ensure the secure treatment of your data in accordance with this Privacy Policy. No transfer of your Personal Data will occur to an organisation or country unless adequate controls, including the security of your data and other personal information, are in place.

Disclosure of Data

Business Transaction

In the event of a merger, acquisition, or asset sale involving iCEE, the transfer of your Personal Data may occur. Prior notice will be given before your Personal Data is transferred, subjecting it to a different Privacy Policy.

Disclosure for Law Enforcement

iCEE may, under specific circumstances, be obligated to disclose your Personal Data as mandated by law or in response to valid requests from public authorities, such as a court or government agency.

Legal Requirements

iCEE may disclose your Personal Data in good faith, believing that such action is necessary for the following reasons:

To protect and defend the rights or property of iCEE

To protect the personal safety of users of the Service or the public

To comply with a legal obligation

To protect against legal liability

To prevent or investigate possible wrongdoing in connection with the Service

Security of Data

While we prioritise the security of your data, it's essential to recognise that no method of Internet transmission or electronic storage is entirely foolproof. Despite our efforts to employ commercially acceptable measures for safeguarding your Personal Data, we cannot assure absolute security.

If you wish to inquire about the Personal Data we possess regarding you or desire its removal from our systems, please reach out to us. You have specific data protection rights in various circumstances:

Right to access, update, or delete your information: Whenever feasible, you can directly access, update, or request the deletion of your Personal Data within your account settings. If you encounter difficulties in executing these actions, feel free to contact us for assistance.

Right to data portability: You are entitled to receive a structured, machine-readable, and commonly used format copy of the information we hold about you.

Right of rectification: You possess the right to rectify any inaccuracies or incompleteness in your information.

Right to withdraw consent: You retain the right to withdraw your consent at any time, particularly if our processing relies on your initial consent. Kindly note that we may request identity verification before addressing such requests.’

Right of restriction: You can request that we limit the processing of your personal information.

Right to object: You have the right to object to our processing of your Personal Data.

Service Providers:

We may enlist the services of third-party companies and individuals, referred to as "Service Providers," to support our Service. These entities may operate on our behalf, deliver the Service, offer Service-related functions, or aid in analysing the utilisation of our Service.

These external parties are granted access to your Personal Data solely to carry out these assigned tasks on our behalf. They are bound by an obligation to refrain from disclosing or using this information for any purpose other than the designated tasks.

Analytics:

We may engage third-party Service Providers to monitor and assess the utilisation of our Service.

Google Analytics, a web analytics service provided by Google, is employed to track and generate reports on website traffic. The data collected by Google Analytics is utilised for monitoring and analysing the usage of our Service. This information is also shared with other Google services. Google may apply the collected data to tailor and personalise advertisements within its advertising network. If you wish to prevent your activity on the Service from being shared with Google Analytics, you can utilise the Google Analytics opt-out browser add-on. This add-on prevents the Google Analytics JavaScript (ga.js, analytics.js, and dc.js) from sharing information about visit activity with Google Analytics. For more details on Google's privacy practices, please refer to the Google Privacy & Terms web page: https://policies.google.com/privacy?hl=en

Payments

We utilise third-party services for payment processing (such as payment processors). Please note that we do not retain or gather your payment card details. Instead, this information is directly provided to our third-party payment processors, and their handling of your personal information is regulated by their Privacy Policy. These payment processors comply with PCI-DSS standards established by the PCI Security Standards Council, a collaborative initiative involving major brands like Visa, MasterCard, American Express, and Discover. Adherence to PCI-DSS requirements is crucial for ensuring the secure management of payment information.

The payment processors we work with are:

PayPal / https://www.paypal.com/

Stripe / https://stripe.com/

Zip Pay / https://zip.co/

AfterPay / https://afterpay.com/

External Links

Our Service may include links to third-party websites not operated by us. Clicking on such links will redirect you to the respective third-party site. We recommend thoroughly reviewing the Privacy Policy of each site you visit.

We do not have control over, and disclaim any responsibility for, the content, privacy policies, or practices of third-party sites or services.

DO WE NEED SOMETHING HERE SPECIFICALLY FOR LENSIFY.

Children’s Privacy

Our Service is not intended for individuals under the age of 18 ("Children").

We do not knowingly collect personally identifiable information from individuals under the age of 18. If you are a parent or guardian and are aware that your child has provided us with Personal Data, please contact us. If we discover that we have unintentionally gathered Personal Data from minors without verified parental consent, we will take measures to delete that information from our servers.

Changes to This Privacy Policy

We reserve the right to revise our Privacy Policy periodically. Any modifications will be communicated by posting the updated Privacy Policy on this page.

Notification may also be provided through email and/or a noticeable announcement on our Service before the changes take effect. The "effective date" at the beginning of this Privacy Policy will be revised accordingly.

It is recommended that you regularly review this Privacy Policy for any alterations. Adjustments to this Privacy Policy take effect upon publication on this page.

Contact Us

For inquiries regarding this Privacy Policy, feel free to reach out to us:

info@iceenow.co