Is your order eligible for a return?

Has it been more than forty-five (45) days since you placed your order?

If it has been more than 45 days since you placed your order, it is not eligible for return. We believe that 45 days is a good amount of time to inspect your product to make sure it’s exactly what you wanted.

Have you opened any of the inner sleeves in the package?

If your order is neither incorrect or defective, and you have opened the inner sleeve, it is not eligible for return. You’re free to open the cardboard box it comes in but, when the sleeve is opened, we can no longer sell the product. 

Did you receive incorrect or defective product?

If your order is incorrect or defective, it is eligible for return. Because we made a mistake, this does not have to be within 45 days of your order being placed. If applicable, we will send a replacement package to you.

Are any of your items consumable and perishable?

If your order is consumable or perishable, it is not eligible to be returned. That includes any of the following:
Candy Toppings, Sauces, Syrups, Frozen Yogurt Mixes, Ice Cream

My order is eligible, what’s next?

If you’ve determined that your order is eligible for a return based on the qualifications above, you can submit a return request here or click the button above to begin. Be prepared with your order number, the reason for your return, and pictures of the product.

Once a return request is approved and you are emailed a return label you have 15 days to return the product. 

If your order is not damaged, incorrect or defective you will be responsible for return shipping and a 10% restocking fee. Any additional shipping fees that were paid for will not be refunded.

Where is my refund?

After we’ve received your item in our warehouse, we’ll issue a refund to your specified account. Once issued, it usually takes 5-7 business days to reach your account.

To cover the cost of shipping and restocking, we require that you pay for the shipping and a 10% restocking fee. Any additional shipping fees that was paid for will not be refunded.

*This does not apply if the return is due to a mistake on our part – incorrect, defective item or incorrect description.

Is your order damaged, defective or incorret?

Order is damaged

We are so sorry that your order was damaged! Please use the return portal above to fill out the necessary information. It will ask you to include pictures of the damaged box and products so that we can better understand what happened. These pictures also allow us to file a damage claim with the responsible shipping party. UPS Claims policy requires submission of 7 photos for proof of damage, so we ask that you please send us at least 7 photos of the damaged product and package.  Please do not worry one bit about your order! We will take care of you!

Order is Incorrect

We apologize for the inconvenience and we appreciate you letting us know. Please use the return portal above to fill out the necessary information. It will ask you to include pictures of what you received so we can offer you the best resolution possible. We would love to make this as easy for you as possible by setting up a UPS pickup for the incorrect item you received once your return is approved.

Order is defective or does not work properly 

We take this very seriously and will do everything we can to make this right for you. Please use the return portal and follow the appropriate steps for your order.

 As always – if you have any questions or need assistance please call or email us at 480-428-1999, or sales@icecreammix.com

 

 

 

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