Frequently Asked Questions
Why is the online store always "Sold Out"?
The online shop gets restocked weekly in “drops”, where we release a few thousand pints into inventory. To receive a notification for the next online pint drop, be sure to sign up here.
why do you sell out so quickly?
We drop a few thousand pints into inventory at a time, and on average the entire site sells out within 30 minutes. Our highly coveted flavors typically sell out in 3 minutes. While we would like to have enough ice cream in inventory for everyone, please keep in mind that we make many of our products from scratch, and hand-pack our pints in our Los Angeles kitchen. We will continue to try & keep up with the demand as best we can.
Where do you ship to?
Nationwide (*excluding HI + AK)
is there a minimum to order?
PLEASE NOTE: ORDERS REQUIRE A MINIMUM PURCHASE
FOR ORDERS GOING TO CA, AZ, + NV: MINIMUM 4 PINTS PER ORDER
FOR ORDERS GOING EVERYWHERE ELSE IN THE U.S.: MINIMUM 6 PINTS PER ORDER
is there a mAXIMUM LIMIT FOR EACH order?
For all orders in California, Arizona, and Nevada, there is a 12 pint maximum per order.
For all orders everywhere else in the United States*, there is a 12 pint maximum per order.
how much is shipping?
For California, Arizona, and Nevada, it’s $20 for up to 12 pints.
For orders everywhere else in the U.S.* shipping starts at $29 and vary based on location.
**We ship via 1-2 day and our pints are packed in a box with a liner made of thermal panels that comprise of an ultra-insulating polyurethane foam insulator. The packing materials used are 100% recyclable.**
Why is shipping so expensive?
We would absolutely love to offer lower shipping rates to our customers, and we have been continually working on this since we began shipping pints amid the start of the pandemic last year. Just to be clear, we do not profit on shipping; the cost of shipping paid by the customer is equal to the amount we pay to our carrier for shipping services in addition to the cost of dry ice packaging. As the demand for pints by mail continues to grow, we look forward to a continued increase in volume which in turn will lead to lower rates from our carriers. Additionally, we are constantly reviewing our packaging and dry ice suppliers and their various competitors in an effort to bring down the cost of shipping for our customers.
We look forward to announcing lower shipping rates in the future, and we hope to fulfill an order for you soon!
I don’t see the flavor/item that was offered on your last drop. is this really not available? If not, when will it be?
Just like in our physical stores, our flavors rotate often and the selection changes on every “Pint Drop”. We don’t have a timeframe on when certain flavors will return. When the site is marked as “SOLD OUT”, the flavors displayed does not necessarily reflect the selection that will be available on the next pint drop.
Shipping / Orders
When will my order be shipped?
PLEASE ALLOW UP TO 10 DAYS FOR PROCESSING AND DELIVERY.
FOR ORDERS SHIPPED TO CA, AZ + NV:
Orders are processed and then shipped via 1-day service Monday - Thursday in the order they are received. This may take anywhere between 2-10 days from the date your order is placed. At this time, we cannot guarantee an exact delivery date, however, you’ll receive a shipping notification email from us once your order has been picked up by our carrier, as well as a separate email w/ tracking info from our carrier once your package begins its transit, one day prior to its arrival.
FOR ORDERS SHIPPED EVERYWHERE ELSE ACROSS THE UNITED STATES*:
Orders are processed and then shipped via 2 day service Monday - Wednesday in the order they are received. This may take anywhere between 2-10 days from the date your order is placed. At this time, we cannot guarantee an exact delivery date, however, you’ll receive a shipping notification email from us once your order has been picked up by our carrier, as well as tracking info from our carrier once your package begins its transit, two days prior to its arrival.
When will my order arrive/ how long does shipping take?
Shipping timeframes are based on your location-
CA + Nevada + Arizona- 1 Day
Colorado, Washington, Oregon, Utah, New Mexico, and Idaho- 2 Days
Everywhere else (excluding AK & HI)- 1 Day
I live locally in los angeles, can i just pick up my order?
We do not offer this option for our Online Pint Shop, but all our stores are open daily to service you in person. We also offer order ahead and curbside delivery here!
My order is a gift, can I add a gift message?
Yes! Just reply to your shipping confirmation email with your gift message and we will add it to your order. We can even mark your shipment as a gift to omit all costs on the packaging slip. Please be sure to send your message as soon as possible. Once your order has been marked as fulfilled we can no longer add your message.
CAN I ADD ITEMS TO MY EXISTING ONLINE ORDER OR make a change to the order I just placed?
Once your order is placed you cannot modify your order. If you want to make any changes to your order please email us immediately at firstname.lastname@example.org, to cancel your order. If your order has already been processed and packaged we can no longer cancel your order. You may place a new order, but please note that our inventory moves fast and your new order is still subject to availability.
Help, I listed the wrong shipping address on my order!
My tracking number doesn’t work.
Tracking numbers are created once a shipping label has been printed. The number starts tracking once the carrier has scanned your package during transit, which can occur anytime, 24 hours a day. If it has been more than 8 hours since receiving your tracking number, and your tracking number is still not working, please contact us via email. Otherwise, please wait until the initial 8 hours has passed before contacting us.
Do I need to be home to receive my package?
We authorize our carriers to deliver packages without a signature. Please keep in mind that you’ll want to move your ice cream to the freezer as quickly as possible after delivery! Unless your original delivery date was delayed, or your order was delivered to the wrong address, we are not responsible for melted pints due to packages being opened past 8:00pm on the date of your delivery.
can i return my order?
who can i reach out to about my online pint order?
DO YOU FRANCHISE?
We are an independently owned small business. At this time, we don’t franchise.
DO YOU WHOLESALE?
**We don’t wholesale to coffee shops, tea shops, other ice cream shops or dessert concepts.**