Support center
Customer Support: How Can We Help?
<p>Answers on orders, shipping, returns and choosing the right salt for your job. For anything else, send us a message and a real person will get back to you.</p>
What do you need help with?
- Track or change an order Order status, tracking and address changes before it ships.
- Returns & refunds 30-day returns on unopened items and how refunds work.
- Shipping & delivery Where we ship, how long it takes and what to expect.
- Damaged or wrong item Tell us within 5 business days and we will make it right.
- Which product do I need? <p>Tell us your surface, pets, lowest temperature or what the salt is for, and we will point you to the right product.</p>
- Pallet freight quotes Same price for everyone. We quote only the freight to your address.
- Safety data sheets <p>See our <a href="/pages/safety-data-sheets">Safety Data Sheet library</a>, or ask us for the manufacturer sheet for any product.</p>
- Pet & concrete friendlier See our CMA and chloride-reduced ice melts.
Quick answers
How do I return something?
Most items can be returned within 30 days of delivery if they are unused, unopened and in their original packaging. Message us through our contact page with your order number and a short reason, and we will send you a return label and instructions. Please do not ship anything back before you hear from us.
What can't be returned?
- Opened bags, pails, jugs or tubes, including partly used product
- Items returned more than 30 days after delivery
- Special order and custom-blended product, where we tell you before you buy
Who pays for return shipping?
You cover return shipping unless the return is our fault. We send you a prepaid label and deduct its cost from your refund, and the original shipping you paid is not refunded. If we sent the wrong item or it arrived damaged, we cover the return shipping and replace or refund it in full.
When will I get my refund?
Once your return arrives and we have checked its condition, we process the refund to your original payment method within 5 to 7 business days. How quickly it shows after that is up to your bank or card issuer.
My order arrived damaged or wrong
Tell us within 5 business days of delivery. Send your order number and photos through our contact page and we will replace the item or refund you.
How long does shipping take?
Orders placed by 2:00 PM Eastern on a business day ship the same day. Orders placed after 2:00 PM, on weekends or on holidays ship the next business day. Freight and special-order items can take longer, and we will contact you with a ship date if so. You get an email with tracking once your order ships, and standard ground shipping takes 1 to 5 business days in transit.
Where do you ship?
We ship to all 50 U.S. states. We do not ship to P.O. boxes or APO/FPO addresses. Alaska, Hawaii and other non-contiguous locations may have extra charges and longer transit times. Outside the United States? Contact us and we will tell you what we can arrange.
Can I change my shipping address?
Contact us as soon as possible through our contact page. We cannot change the address once the order has shipped.
Can I pick up my order?
Yes, by arrangement at our New Jersey warehouse. Contact us first so we can pull your order and set a pickup time. Please do not come without arranging it.
Mail and local pick-up
Ice Melt Direct
1287 Glassboro Road
Williamstown, NJ 08094
Local pickup and drop-off returns are by arrangement. Contact us first so the warehouse can have your order ready.
Get help faster
Have your order number ready. For a damaged or wrong item, photos of the box and the label help us fix it in one reply.
Send us a messageSend us a message
Pallet and bulk freight quote
Pallets ship by LTL freight with a liftgate, and the rate depends on where the truck is going. Tell us what you need and where, and we come back with a delivered price. The product price is the same price everyone pays; only the freight is quoted.
