Icy Hot customers may need help with a damaged package, defective roll-on, patch that will not stay in place, unusual product appearance, missing product information, ingredient question, skin reaction, retailer return, or another product-quality or safety concern. Icy Hot makes over-the-counter topical pain-relief products including patches, creams, balms, roll-ons, and sprays with ingredients that vary by product.
How to Contact Icy Hot Customer Service
- Icy Hot Consumer Care: 1-866-844-2798
- Customer Service Hours: Monday-Friday, 8 a.m.-6 p.m. ET
- Online Product Question: Contact Icy Hot
- Consumer Affairs Mailing Address: Consumer Affairs Department, Chattem, Inc., P.O. Box 2219, Chattanooga, TN 37409-0219
- Product Information: Icy Hot Products
- Product Finder: Icy Hot Product Finder
- Parent Company: Opella
- Opella U.S. Chattanooga Location: 1715 W. 38th St., Chattanooga, TN 37409
- Official Website: IcyHot.com
Best Icy Hot Support Route by Issue
- Damaged or defective product: Keep the package and contact Icy Hot Consumer Care.
- Roll-on or applicator does not work: Keep the UPC, lot information, and receipt when available and call 1-866-844-2798.
- Patch will not adhere correctly: Review the exact product directions and contact Consumer Care if the product appears defective.
- Unexpected skin reaction: Stop using the product according to its label and seek appropriate medical advice when needed.
- Ingredient question: Check the Drug Facts panel for the exact product because active ingredients differ across the Icy Hot line.
- Where to buy Icy Hot: Use Icy Hot’s official Where to Buy tool or check major pharmacies and retailers.
- Retail refund: Start with the retailer that sold the product unless Icy Hot Consumer Care provides different instructions.
- Product-quality complaint: Contact Icy Hot/Opella Consumer Care and retain the product identification information.
- Serious adverse event: Seek appropriate medical care and report the event through Opella’s product-safety process or FDA MedWatch when appropriate.
Icy Hot Product Complaints
If an Icy Hot product appears damaged, improperly sealed, defective, contaminated, or different from what the package describes, keep the product and packaging when it is safe to do so.
Before contacting Icy Hot, collect:
- Exact product name
- Product form, such as patch, cream, balm, roll-on, or spray
- Package size
- UPC or barcode
- Lot or production code
- Expiration date when shown
- Purchase date
- Retailer and store location
- Receipt when available
- Photos of the product or packaging when useful
- A description of what occurred
Icy Hot Products and Ingredients
Icy Hot sells several different types of topical pain relievers. The active ingredients are not the same across the entire product line.
Current Icy Hot products can include formulations containing:
- Menthol
- Camphor
- Methyl salicylate
- Lidocaine
Some products use one active ingredient while others combine ingredients. Check the Drug Facts panel on the exact package rather than assuming directions from one Icy Hot product apply to another.
The current product lineup includes:
- No-Mess roll-ons
- Creams
- Balms
- Original pain-relief patches
- Dry sprays
- Icy Hot PRO products
- Lidocaine creams
- Lidocaine roll-ons
- Max Lidocaine patches
- Lidocaine sprays
Icy Hot With Lidocaine
Icy Hot sells several products containing lidocaine. For example, the current Icy Hot Max Lidocaine Patch contains 4% lidocaine along with menthol.
The Max Lidocaine Patch label states that it is for external use and warns customers not to:
- Use it on wounds or irritated or damaged skin
- Use more than one patch on the body at a time
- Use it at the same time as another topical analgesic
- Use it with a heating pad
- Bandage the treated area tightly
- Allow contact with the eyes or mucous membranes
- Expose the treated area to local heat or direct sunlight
Directions and warnings differ by Icy Hot product, so these instructions should not be substituted for the label on another cream, spray, balm, or patch.
Can You Use a Heating Pad With Icy Hot?
Current Icy Hot labels warn against using the products with heating pads or other local heat sources. Applying additional heat to an area treated with a topical analgesic can increase the risk of skin injury.
Do not assume that the warming sensation from Icy Hot means an external heat source should be added. Follow the label on the exact product.
Icy Hot Burns and Skin Reactions
Current Icy Hot product labels warn that rare cases of serious burns have been reported with products of this type.
Depending on the product, some temporary warming, cooling, or burning sensation may be expected. However, the labels direct users to stop use and ask a doctor if problems such as the following occur:
- Severe burning pain
- Swelling
- Blistering
- Excessive skin irritation
- Persistent redness
- Symptoms that worsen rather than improve
If a reaction appears severe or requires urgent medical attention, do not wait for ordinary customer service before seeking appropriate medical care.
How Long Can You Use Icy Hot?
Usage instructions depend on the product. Many current Icy Hot labels state that users should stop use and ask a doctor if symptoms persist for more than seven days or clear up and then recur within a few days.
Patch wear times and daily application limits also differ by product. For example, some current Icy Hot patches are designed to be worn for up to eight hours.
Always follow the package directions for the specific product rather than using a general Icy Hot schedule.
Can Children Use Icy Hot?
Age instructions vary by formulation. Many current Icy Hot topical products provide directions for adults and children age 12 and older and instruct customers to ask a doctor about use in younger children.
Read the exact label before applying Icy Hot to a child. Keep Icy Hot products and used medicated patches out of the reach of children and pets.
Icy Hot During Pregnancy or Breastfeeding
Current Icy Hot labels commonly instruct people who are pregnant or breastfeeding to ask a health professional before use.
Because the active ingredients differ between Icy Hot products, use the exact product name and ingredient list when asking a healthcare professional whether a particular formulation is appropriate.
What if Icy Hot Is Swallowed?
Icy Hot products are intended for external use. Current labels instruct consumers to get medical help or contact a Poison Control Center right away if the product is swallowed.
Used medicated patches may still contain active drug ingredients, so dispose of them according to the package directions and keep them away from children and pets.
Reporting an Icy Hot Adverse Reaction or Product-Quality Problem
Opella’s current U.S. consumer-health information directs customers with medical-information or product-quality questions to 1-866-844-2798 or its online product-question system.
A serious suspected adverse event can also be reported through the U.S. Food and Drug Administration’s MedWatch program.
Reporting a product complaint to Icy Hot does not replace medical evaluation when symptoms require treatment.
Icy Hot Returns and Refunds
Icy Hot products are commonly purchased through pharmacies, grocery stores, mass retailers, and online retailers. A normal return or refund is generally governed by the retailer that processed the purchase.
If the concern involves a product defect, unusual reaction, damaged package, or other quality issue, contact Icy Hot Consumer Care in addition to the retailer.
Before requesting a refund or replacement, keep:
- The product
- Original packaging
- Receipt
- UPC
- Lot code
- Photos when useful
Do not mail a used or defective Icy Hot product to the Chattanooga address unless Consumer Care specifically provides return instructions.
Where to Buy Icy Hot
Icy Hot products are widely sold through pharmacies, major retailers, grocery stores, and online sellers. Product availability varies by formulation and package size.
The official Icy Hot product pages provide current retailer links. Major sellers can include Walgreens, Walmart, CVS Pharmacy, Target, Amazon, and other retailers depending on the product.
If one particular Icy Hot formulation is unavailable, use the official product finder or contact Consumer Care before assuming the product has been discontinued.
Who Owns Icy Hot?
Icy Hot is currently part of Opella, a consumer-health company that became independent from Sanofi’s Consumer Healthcare business in April 2025.
Icy Hot’s U.S. consumer materials continue to reference Chattem, Inc., a longtime Chattanooga consumer-health business, for customer correspondence and product support.
Opella currently lists several U.S. locations, including:
1715 W. 38th St.
Chattanooga, TN 37409
For ordinary Icy Hot customer-service correspondence, however, use the Consumer Affairs P.O. Box published on the Icy Hot contact page rather than sending products to an operating facility.
Information to Have Before Contacting Icy Hot
- Exact Icy Hot product name
- Active ingredients when relevant
- Product size
- UPC or barcode
- Lot or production number
- Expiration date when shown
- Retailer
- Purchase date
- Receipt
- Photos of defective or damaged packaging
- Description of the issue
- Previous Consumer Care case number
- The resolution requested
Do not publish medical information, payment details, home addresses, private telephone numbers, private email addresses, or complete customer-service correspondence in a public review.
How to Escalate an Icy Hot Customer Service Complaint
- Keep the product and package when it is safe to do so.
- Record the exact product name, UPC, lot code, purchase date, and retailer.
- Photograph a defective applicator, damaged package, unusual product, or other visible problem.
- Call Icy Hot Consumer Care at 1-866-844-2798 or submit an online product question.
- Explain whether the issue involves product quality, packaging, an applicator, an adverse reaction, or another concern.
- Request and keep any case or reference number provided.
- For a retail refund, contact the store or website that processed the purchase.
- If a product-quality complaint remains unresolved, follow up through the existing Consumer Care case.
Icy Hot Customer Service Reviews and Complaints
CustomerServiceNumbers.com currently has no published Icy Hot customer reviews. The displayed 0 out of 5 rating reflects the absence of submitted ratings and should not be interpreted as a zero-star customer judgment.
Because there are currently no published reviews on this page, there is not enough CustomerServiceNumbers.com feedback to identify reliable positive or negative patterns involving Icy Hot effectiveness, product availability, packaging, skin reactions, refunds, or customer-service responsiveness.
Frequently Asked Questions
What is the Icy Hot customer-service phone number?
Icy Hot Consumer Care can be reached at 1-866-844-2798.
What are Icy Hot customer-service hours?
Icy Hot currently lists Consumer Care hours as Monday through Friday from 8 a.m. to 6 p.m. Eastern Time.
Who owns Icy Hot?
Icy Hot is part of Opella, the consumer-health company that became a standalone business in 2025.
Is Icy Hot still owned by Sanofi?
Opella separated from Sanofi’s Consumer Healthcare business in April 2025. Sanofi retains a significant minority ownership interest in Opella, but Opella now operates as a standalone company.
Can I use Icy Hot with a heating pad?
Current Icy Hot labels warn against using the products with heating pads or other local heat. Read the exact Drug Facts label before use.
What should I do if Icy Hot burns my skin?
Follow the product label. Current labels instruct users to stop use and ask a doctor if severe burning pain, swelling, blistering, excessive irritation, or other concerning symptoms occur. Seek prompt medical care for a serious reaction.
Can I use more than one Icy Hot product at the same time?
Current labels for several Icy Hot products warn against simultaneous use with other topical analgesics. Check the exact product label or ask a healthcare professional before combining topical pain-relief products.
How long can an Icy Hot patch stay on?
It depends on the patch. Several current Icy Hot patches are designed for wear for up to eight hours. Follow the directions on the exact package.
Where do I report a defective Icy Hot roll-on or package?
Call Icy Hot Consumer Care at 1-866-844-2798 and keep the product, UPC, lot code, receipt, and photographs when available.
Where can I buy Icy Hot?
Icy Hot is sold by major pharmacies, retailers, and online sellers. Use the official Icy Hot Where to Buy or product pages to check current availability.
Related Retail Customer Service Pages
Why Trust CustomerServiceNumbers.com?
CustomerServiceNumbers.com has helped consumers locate customer-service information and share customer-service experiences since 2004. The site is independent and is not owned or operated by Icy Hot, Chattem, Inc., Opella, Sanofi, Walgreens, Walmart, or another retailer.
This page is intended to help consumers find the appropriate support route for Icy Hot product questions, defective packaging, patches, creams, roll-ons, sprays, ingredient questions, adverse reactions, retailer refunds, and customer-service complaints.
Share Your Icy Hot Customer Service Experience
If you contacted Icy Hot about a patch, cream, balm, roll-on, spray, lidocaine product, defective applicator, damaged package, product-quality concern, reaction, refund, or another customer-service issue, describe the product involved, which support route you used, the response you received, and whether the matter was resolved.
Privacy warning: Do not publish private medical information, payment-card details, home addresses, telephone numbers, private email addresses, unredacted receipts, or private customer-service correspondence in a public review.
Customer Service Information Disclaimer
CustomerServiceNumbers.com is an independent consumer information and review website and is not affiliated with Icy Hot, Chattem, Inc., Opella, Sanofi, or any retailer. CustomerServiceNumbers.com cannot diagnose or treat medical conditions, investigate adverse events, issue refunds, replace products, or respond on behalf of Icy Hot. Product ingredients, warnings, directions, availability, and customer-service information can change. Always read and follow the Drug Facts label on the exact Icy Hot product and contact a qualified healthcare professional for medical advice.