Q&A
Q: Where does ICERIVER ship its mining machines from?
A: We ship from Hong Kong.
Q: Can I purchase ICERIVER products from any country or region?
A: We accept purchases from most countries or regions. However, due to logistical restrictions or local policies, the following countries or regions are unable to make purchases: Mainland China, Russia, Afghanistan, Burundi, Iraq, Libya, Mali, Niger, Somalia, Syria, South Sudan, Yemen, Sudan, Central African Republic, Eritrea, Iran, Egypt, Lebanon, Venezuela, Moldova, Cuba, Congo, Nicaragua, Haiti, Zimbabwe, Myanmar, and North Korea.
Q: Does ICERIVER support offline pickups?
A: We do not support offline pickups.
Q: Does ICERIVER have communities on social media platforms such as Telegram or Discord?
A: We currently do not have any communities or discussion groups on any such platforms. Please exercise caution and verify the authenticity of any related communities.
Q: How can I contact customer support to address my various inquiries?
A: To expedite the resolution of your inquiries, we have introduced a new Support Ticket system. Please click on the link: https://support.iceriver.io/requests/new/, where you can conveniently submit your questions and requests.
Q: What payment methods does ICERIVER support?
A: We support cryptocurrency payments and bank transfers. We recommend cryptocurrency payments as bank transfer confirmation times can be longer, potentially affecting order delivery times. Full payment is required, and cash-on-delivery is not supported.
Q: Does KS0 come with a power supply? Is the power plug standard suitable for my country/region?
A: The KS0’s price does not include a power supply. You can add a power supply when purchasing the KS0. Regarding the power plug standard, we will provide a local plug compatible with the shipping address.
Q: Do KS1, KS2, KS3, KS3L, and KS3M come with a power cord?
A: KS1, KS2, KS3, KS3L, and KS3M do not come with a power cord. Customers need to purchase one separately. KS1 and KS2 use a C14 specification power cord, while KS3, KS3L, and KS3M use a C19 specification power cord.
Q: Does ICERIVER provide user manuals for its products?
A: You can download product user manuals from our official website. The download link is https://www.iceriver.io/tutorial/.
Q: Does the product price include taxes? Can the declared value be reduced to minimize taxes?
A: The prices displayed on our official website do not include taxes. Depending on your local customs policies, you are responsible for paying any unpaid taxes and customs duties. These fees are determined by your local customs agency based on the declared value and tax rates of the purchased items. To ensure compliance and integrity, we do not assist customers in reducing the declared value of their products to minimize taxes and fees. We always adhere to local and international tax regulations and insist on truthful declaration of value.
Q: Must shipping information on orders be provided in English?
A: When placing your order, please ensure that all shipping information provided in the form is in the correct English format, including recipient information, detailed address, phone number, postal code, email address, and more. We will forward the information you provide directly to the shipping company.
Q: How long is the delivery time after placing an order?
A: The delivery time can be referred to on the order confirmation page or in the product details, where the estimated delivery time is displayed.
Q: What courier does ICERIVER use for shipping, and is it done by air?
A: We partner with logistics companies such as UPS, DHL, FedEx, EMS, and others, depending on the destination, to provide air freight shipping from Hong Kong. For special countries/regions, we arrange alternative logistics providers as needed.
Q: Does ICERIVER provide invoices?
A: Customers can download invoices from the order page after completing the payment.
Q: How long does it take to confirm payment if I use a bank transfer?
A: Bank transfers typically take 2 to 14 days to confirm, and sometimes even longer. As we arrange shipments based on the order of payment confirmation, using bank transfers may lead to delays in order processing due to confirmation delays. Therefore, we strongly recommend using cryptocurrency payments.
Q: Will I receive a tracking number for the package after the order is shipped?
A: After shipment, you will receive an email notification containing the package tracking number.
Q: What is the order shipping sequence based on?
A: We arrange shipments based on the order of payment confirmation.
Q: Can I modify the shipping address after submitting an order?
A: If you need to modify the address after submitting an order, please submit a Support Ticket on our official website. Our staff will assist you. Once an order has been shipped, the shipping address cannot be modified.
Q: Is it possible to modify an order or request a refund after placing an order?
A: After submitting an order, ICERIVER does not accept requests for order cancellation, partial or full refunds, changing the ordered products to different ones or different batches, or any other modifications.
Q: How can I complete customs clearance when the package arrives at the local customs?
A: After the package arrives at the local customs, the courier company will send you an email notification and guide you through the customs clearance process. Any customs delays or returns due to lack of proper documentation are the customer’s responsibility. We strongly recommend that you familiarize yourself with local customs policies and prepare all necessary customs clearance documents in advance to avoid any clearance delays or unexpected expenses.
Q: What is ICERIVER's product warranty policy?
A: 1. A warranty of 180 days is provided from the date of shipment. Within the warranty period, if you need to repair the machine, we will provide you with the address for sending it in. The shipping cost to send the machine for repairs will be borne by you, but we will cover the return shipping cost. If the warranty period has expired, we will provide paid repair services, and you will be responsible for the repair and shipping costs.
2.The warranty only applies to the original purchaser who bought the machine directly from ICERIVER. Once the machine is resold, warranty responsibility shifts to the reseller.
3.ICERIVER is not responsible for any damage caused by the user’s improper use of the product, including not following ICERIVER’s instructions, specifications, and conditions, or dismantling or modifying the system without prior consent from ICERIVER.
4.If the device needs to be sent in for repair, please submit a Support Ticket on our official website.
Q: How long is the typical repair period?
A: Once we receive the machine you send back, our repair period is one week. We will complete the repair work and send the machine back to you within a week.
Q: Does ICERIVER officially provide firmware to upgrade KS3L to KS3M?
A: ICERIVER does not provide any firmware to upgrade KS3L to KS3M. Furthermore, we strongly advise against using third-party firmware or control boards that promise to increase the hash rate. Any damage caused by upgrading to third-party firmware or using third-party control boards will be the responsibility of the customer, and this action will affect the machine’s warranty.
Q: Can control boards from different models be used interchangeably?
A: All control boards sold on the ICERIVER official website are only suitable for the corresponding model of the machine. Any damage caused by customers mixing control boards will be the customer’s responsibility, and this action will affect the machine’s warranty.
Q: Does the new firmware from the official website increase the hash rate?
A: Updating the firmware does not increase the hash rate. If the machine is functioning correctly, we do not recommend updating the firmware.