FAQ & Support

Your unit ships via freight carrier from the nearest of our 4 U.S. warehouses. The carrier calls ahead to schedule a delivery window, and a liftgate truck brings it curbside — no loading dock or lifting crew needed on your end.

In-stock units ship within 1–5 business days from our U.S. warehouses. The freight carrier will call you to schedule the delivery window. Holidays may add 1–2 days.

Yes — free shipping to the mainland U.S. (48 states) on every order, with curbside delivery and liftgate service included at no cost. White-glove delivery (inside placement and unpacking) is an optional paid upgrade. See our Shipping Policy for full details.

No. We currently ship within the contiguous United States only. Orders to Hawaii, Alaska, and international addresses cannot be fulfilled at this time.

Yes — a signature is required at curbside. The driver lowers your unit with the liftgate, and you inspect the packaging before signing. If anything looks damaged, note it on the delivery receipt and contact us the same day.

No. We deliver to both commercial and residential addresses. A liftgate truck brings the unit to the curb — no dock or loading crew required.

Note the damage on the delivery receipt and contact us the same day. We ship a replacement immediately at no cost to you — you won't pay anything extra.

Contact us right away. We will track it down with the carrier, and if it cannot be located, we will reissue a new, intact unit to you at no cost.

If your order hasn't shipped yet, email us and we'll update the address. If it's already in transit, we'll contact the carrier on your behalf, but a change can't be guaranteed — please double-check your address at checkout.

Yes — white-glove delivery (inside placement, unboxing, and packaging removal) is available as a paid upgrade. Select it at checkout or call (201) 366-6388 for a quote. Free curbside delivery with liftgate is always included.

Every ICECASA unit includes a 2-year all-inclusive warranty on the whole machine and a 6-year warranty on the compressor. During years 3–6, compressor parts are still free; labor is not covered after year 2.

For the first 2 years after your invoice date, we cover everything: online troubleshooting via email, video, or photos; free replacement parts; and when needed, a local technician sent to your home or business — at no cost to you. Service covers both commercial and residential addresses.

Fast. Our U.S. warehouses keep after-sales parts fully stocked, and parts ship by overnight express.

If your compressor fails within 6 years of the invoice date, email us your machine details and we'll ship you a new compressor free of charge. Installation labor after year 2 is not included.

Damage from improper installation or use, lack of maintenance, negligence, improper handling, overloading, use outside the contiguous United States, and normal wear parts. See our Return Policy for the full list.

Email service@icecasausa.com with your model number, a description of the issue, photos or video, and your invoice. Or call (201) 366-6388 and we'll walk you through it.

No registration needed. Your warranty starts on your invoice date — just keep your invoice as proof of purchase.

Yes. If remote guidance doesn't resolve the issue within the 2-year warranty period, we dispatch a technician from our local U.S. service network to your home or business — all costs covered by ICECASA.

ICECASA units are manufactured in our Hangzhou factory and stocked in 4 U.S. warehouses (CA, TX, GA, NJ) for free shipping in 1–5 days. Every unit is ETL Sanitation Listed and backed by our 2-Year All-Inclusive Warranty with overnight parts & local U.S. technicians.

12-hour response + Overnight Parts + 2-Year All-Inclusive.

Most items can be returned within 14 days of delivery, in original condition and packaging. For quality problems within the first 14 days, the return is completely free. Full details in our Return Policy.

If there's no quality issue, you cover the return delivery fee. If the item has a quality problem within 14 days of delivery, return shipping is on us.

Email service@icecasausa.com and we'll send you the return address for the warehouse nearest you, along with the return instructions.

Before your order ships, yes — email us to cancel for a full refund or switch to a different product. Once shipped, orders can no longer be canceled.

About 24 hours after we process it, refunded to your original payment method. There are no extra return or processing charges.

Clearance items, gift cards, personalized items, discounted bundles, assembled items, and items marked "Non-Returnable." This exclusion does not apply to items that arrive damaged or defective.

No restocking fee. For non-quality returns, you only cover the return delivery fee.

Note it on the delivery receipt and contact us the same day. We'll ship a replacement immediately or accept a return — either way at no cost to you, including carrier pickup or reimbursed return shipping.

No — they're plug-and-play out of the box. If you want help getting a large unit inside, our white-glove service (inside placement, unboxing, packaging removal) is available as a paid upgrade.

115V / 60Hz — a standard U.S. household outlet. No special wiring is required.

Leave a few inches of clearance around the unit for ventilation and heat dissipation. Follow the minimums in your unit's manual to protect cooling performance and your warranty.

Yes. Let it stand upright for a few hours after delivery so the compressor oil settles, then plug it in and let it reach temperature before loading food.

No — ICECASA units are not suitable for built-in installation; they require open-air clearance for ventilation.

Yes — white-glove delivery includes inside placement, unboxing, and packaging removal as a paid upgrade. Select it at checkout or call (201) 366-6388 for a quote. Curbside delivery with liftgate is always free.

Most units come with heavy-duty casters (with brakes) or adjustable leveling legs, so you can position and level them easily.

• Reach-in — high-capacity upright storage with solid doors, 1–3 sections (23–72 cu. ft.), the kitchen workhorse
• Undercounter / worktop — fits under counters and doubles as a work surface
• Prep tables — a refrigerated rail on top keeps pans cold while you prep (sandwich, salad, mega-top)
• Glass-door merchandisers — customer-facing beverage displays for bars and stores

For the full breakdown, see our Buying Guides.

Yes — ETL Listed & ETL Sanitation Listed (electrical and food-safety standards), NSF certified, and DOE energy certified where applicable. Inspection-ready for commercial kitchens. Learn more on our certifications page.

Use the digital controller on the front panel. Refrigerators typically hold 33°F–41°F; freezers come set from the factory. Wait 20–30 minutes between adjustments to let the new reading stabilize.

Check in this order: (1) door fully closed and gasket sealing, (2) condenser coils clean, (3) unit not overloaded or blocking airflow, (4) temperature setting, (5) clearance around the unit. Still not cooling? Contact us — you're covered by the 2-year all-inclusive warranty.

Yes — gentle compressor and fan sounds are normal. If you hear metal-on-metal scraping, loud rattling, or constant abnormal vibration, contact us with a short video clip.

ICECASA units defrost automatically (some models about every 4 hours), so you never need to defrost manually.

Up to 80 lbs of soft, chewable nugget ice per 24 hours, with a built-in 6.6 lb storage bin. It needs a rear drain hose for daily drainage.

Modular ice makers are production-scale: an ice-making head (350–540 lbs/day) mounted on a large storage bin (200–267 lbs) for restaurants and bars. Countertop nugget ice makers are compact all-in-one units (80 lbs/day) for self-serve stations.

The countertop nugget maker accepts tap water or bottled water (dual supply) and requires a drain. Modular units need a water line connection — our team can advise before you buy.

Wipe stainless surfaces with mild soap and a soft cloth, clean door gaskets monthly, and keep condenser coils dust-free. Regular maintenance keeps your warranty valid — see our Maintenance & Repair guides.

Check the serial plate on your unit for the model number, then match it against the Compatible Models list on the part's product page. Not sure? Email service@icecasausa.com with your model number and we'll confirm the exact fit.

Yes — gaskets for upright glass-door series, salad & work tables (27"/48"/60"/72"), and reach-in series. Each listing shows the compatible models.

Yes. We stock Cubigel R290 compressors (NPY14LR, NUT35NR, NUT55NR, NUT70NR, NUG80NR) for single-, double-, and three-door units. Email us your model number to confirm the right fit.

Order the part, and our support team guides you through the replacement step by step with videos and photos — most swaps take under an hour. Within 2 years, warranty replacement parts are free.

Yes — within the first 2 years, failed parts are replaced free of charge and shipped overnight from our U.S. warehouses.

Overnight. Our U.S. warehouses keep a complete stock of after-sales parts, and they go out by express shipping.

Visa, Mastercard, Maestro, American Express, Diners Club, JCB, and Discover. All orders are paid in full before shipping. See our Payment Policy.

Email service@icecasausa.com or call toll-free (201) 366-6388. For warranty claims, include your model number, photos or video, and your invoice.

No. We ship within the contiguous United States (excluding Hawaii and Alaska).