ICE WARRANTY POLICY UPDATE

October 27, 2025

In an effort to improve our service of ICE games we are adjusting the process when troubleshooting or ordering a warranty replacement item.  We believe following this procedure will help eliminate the need for multiple orders to be sent and decrease frustration and in field down time.

Products will only be covered under warranty by obtaining an ICE Service Ticket number. All customers will have to speak to ICE Tech Support for warranty claims.

To obtain ICE Service Ticket number please call tech support and provide the game serial number or original I.C.E. invoice number with a detailed description of the failure or fault symptoms.  Our techs are also available via email: techsupport@icegame.com

The machine will be recorded in our Service Module, with detailed problem codes.  This allows visibility to all ICE Service representatives on the history of the machine. 

Once troubleshooting is complete and it is determined a part needs to be replaced under warranty.  Our phone tech will provide the caller with the Service Ticket number.  This ticket number will then apply to an Advance Replacement Service order.  The Service order number will be your RMA # to return the defective item for credit.

To obtain credit, defective parts must be returned to ICE, at the customer’s expense, within 30 days. After 30 days a 15% re-stocking fee will apply to all returns.

ICE will continue to cover domestic FedEx Ground, or comparable shipping costs, during the warranty period. International or expedited shipments are available for an additional charge. 

Anyone emailing a PO for warranty replacement must reference the ticket number.  If a PO is received without a Service Ticket number, it will not be processed. This will ensure that the location has spoken with our tech support team.

Thank you for your continued support of ICE games.  Please contact us should you have any questions or concerns regarding any of these changes.

Regards, 
I.C.E. Parts & Service
Phone #: (716)759-0360