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Guide to Refund Process

I didn’t like the ice cream flavor I ordered. Can I get a refund?

Oh no! We're sorry to hear that the flavor didn’t delight your taste buds. You can easily request a refund by heading to 'My Page > Order History,' selecting the ice cream in question, and clicking 'Refund Request.' If it's unopened, you'll get a full refund, and for opened tubs, a partial refund may be issued. We'll have your refund processed within 3-5 business days. We hope to make it up to you with a better flavor next time!

Guide to Refund Process

I applied for a refund, but it’s taking too long.

We’re so sorry for the delay! Refunds are usually as smooth as our gelato, but sometimes things take a little longer. Please contact our customer care team, and we’ll check on the status of your request. Most refunds are processed within 3-5 business days, but we’ll make sure yours is moving along as quickly as possible.

Guide to Refund Process

The ice cream is on its way, but can I still get a refund?

Absolutely! Even if your ice cream is en route, you can request a refund by going to 'My Page > Order History' and hitting 'Refund Request.' Once it arrives, we'll arrange for it to be returned. Just note that refunds for items in transit might take a bit longer to process, but we’ve got you covered!

Guide to Refund Process

I changed my mind about the refund. Can I cancel the request?

No worries at all! If you've had a change of heart, just give our customer service team a shout before the refund is processed, and we’ll stop it right in its tracks. That way, you can keep enjoying your ice cream, guilt-free!

Guide to Refund Process

Is a partial refund possible if I’ve already tried some of the ice cream?

Yes! If you’ve already had a taste but aren’t 100% satisfied, we offer partial refunds for opened items. Head to 'My Page > Order History,' select the item, and apply for a partial refund. We’ll evaluate the request based on the condition of the remaining ice cream.

Guide to Refund Process

How do I know if my refund is completed?

You can check the status of your refund in 'My Page > Order History.' Once it’s completed, you’ll see it marked there, and the refund should reflect on your payment method within 3-5 business days. We’ll send a confirmation too, so you’ll know when it’s done!

Guide to Refund Process

Are there ice cream flavors that cannot be refunded?

Certain specialty flavors or personalized orders may not be eligible for a refund, especially if they’ve been customized for you. For most standard flavors, though, we’re happy to process refunds! Check the product details page for more info on refund eligibility.

Guide to Refund Process

How long does it take to process my refund?

Refunds are usually as fast as melting ice cream on a sunny day! Once requested, we’ll have it processed within 3-5 business days. If you don’t see the refund within that timeframe, let us know and we’ll get it sorted out.

Guide to Refund Process

How do I fill out the refund request form?

To request a refund, just head to 'My Page > Order History,' select the ice cream you want to return, and click 'Refund Request.' You’ll need to tell us why you’re returning it and its condition. Once you submit the form, we’ll take it from there.

Guide to Refund Process

Why hasn’t my refund status changed after I applied?

Sometimes, like a scoop stuck in the freezer, refunds take a little longer to process. It generally takes 3-5 business days for the status to update. If it’s still stuck, please reach out to our customer service team, and we’ll help move things along.

Guide to Exchange Process

The ice cream arrived melted. Can I exchange it?

Oh no, that’s not the cool treat we promised! You can definitely exchange it. Just head to 'My Page > Order History,' select the melted product, and hit 'Exchange Request.' We’ll send out a fresh, perfectly frozen batch to you in no time!

Guide to Exchange Process

The flavor I received isn’t what I ordered. Can I exchange it?

We apologize for the mix-up! If you received the wrong flavor, we’ll exchange it for the correct one. Go to 'My Page > Order History,' click 'Exchange Request,' and choose the flavor you originally ordered. We’ll get the right scoop to you ASAP!

Guide to Exchange Process

Can I exchange my ice cream for a different flavor?

Craving a different flavor? We can swap it for you! Go to 'My Page > Order History,' click 'Exchange Request,' and select the flavor you want. Just note that there may be a small shipping charge if it’s a personal preference exchange.

Guide to Exchange Process

How do I track my exchange request?

You can track the status of your exchange request in 'My Page > Order History.' We’ll update the status at every step?whether it’s being prepared, shipped, or delivered, you’ll be in the loop the whole time.

Guide to Exchange Process

Can all ice cream products be exchanged?

Some of our limited-edition flavors or personalized batches may not be eligible for exchange. However, most of our standard flavors can be swapped out. Be sure to check the product details page for specific exchange policies.

Guide to Exchange Process

Can I bring my ice cream to a physical store for an exchange?

At the moment, all exchanges are handled online. Simply head to 'My Page > Order History,' apply for an exchange, and we’ll take care of everything?including sending a courier to collect your ice cream.

Guide to Exchange Process

When will the exchanged ice cream arrive?

After your exchange request is submitted, we’ll arrange to collect the old batch within 3 days. Once received, we’ll ship out your new ice cream within 7 days. Fresh scoops are coming your way soon!

Guide to Exchange Process

I changed my mind. Can I cancel the exchange?

If you’ve changed your mind about the exchange, let us know before we process it, and we’ll happily cancel the request for you. Just give our customer service team a heads-up!

Guide to Exchange Process

Is there any extra cost for exchanging the ice cream?

If the exchange is due to a mistake on our part, there’s no extra cost. However, if it’s for a flavor or size preference, there might be a small shipping fee. We’ll make sure to keep it as sweet as possible!

Guide to Exchange Process

How do I check the delivery status of the exchanged product?

You can track the delivery status of your new ice cream in 'My Page > Order History.' We’ll also send you a tracking number so you can follow it all the way to your doorstep!

How to Track Shipping

How do I know if my ice cream has been shipped?

You can check the shipping status by going to 'My Page > Order History.' If your ice cream has been shipped, you’ll find the tracking number there, and we’ll send you a notification so you know it’s on its frosty way!

How to Track Shipping

My ice cream delivery is taking longer than expected.

We’re sorry for the delay! Sometimes deliveries take a little longer than usual. Please check the shipping status under 'My Page > Order/Shipping Details' or use the tracking number on the courier’s website. If you still need help, contact customer service and we’ll investigate.

How to Track Shipping

I didn’t receive a tracking number. What should I do?

The tracking number should arrive once the ice cream is shipped, but if you didn’t receive it, you can always check under 'My Page > Order History.' Still no luck? Contact us, and we’ll sort it out for you.

How to Track Shipping

The tracking information hasn’t updated. Is there an issue?

Tracking info can be a bit slow to update sometimes?especially if the delivery is on its way. Please check the courier’s website using your tracking number for the most up-to-date info. If nothing changes, we’re happy to help!

How to Track Shipping

My order status hasn’t changed since I placed it.

It sounds like your order is still being prepared for shipment. Check 'My Page > Order History' for updates, and if it seems like it’s taking too long, don’t hesitate to contact us for more details!

How to Track Shipping

Can I track international shipping?

Yes, you can track your ice cream all the way from us to your freezer! Use the tracking number in 'My Page > Order History' or visit the courier’s website for international delivery updates.

How to Track Shipping

Has my ice cream been dispatched?

You can confirm whether your ice cream has been dispatched by checking 'My Page > Order History.' If there’s a tracking number, it means your frozen treat is on its way!

How to Track Shipping

Why is my delivery delayed?

Delivery delays can happen due to shipping issues or unforeseen circumstances. Please check 'My Page > Order/Shipping Details' for updates, and if it’s still not clear, reach out to us?we’ll help you track it down.

How to Track Shipping

How often is the shipping status updated?

Shipping updates depend on the courier service, but typically they’re updated every 24 hours. You can check the latest status on the courier’s site using your tracking number.

How to Track Shipping

I entered the wrong shipping address for my ice cream. Can I fix it?

You can update your shipping address before the ice cream is dispatched. Go to 'My Page > Order History' and correct the address details. If the ice cream is already on its way, reach out to customer service and we’ll try to help.