Frequently Asked Questions
The health and well-being of our family of customers is at the heart of everything we do at eCreamery. As part of our everyday practice, we adhere to the highest standards of food safety policies and procedures. Our ice cream and cookie kitchens are certified to ensure that they meet and exceed the standards established by U.S. Food and Drug Administration (FDA). In short, our commitment to food safety is first and foremost every day.
In response to the recent outbreak of the coronavirus (COVID-19), we understand that our customers have a heightened concern about the safety of the food they enjoy and share with their family and friends. Be assured that we remain steadfast in our efforts to maintain the highest food safety standards and have implemented additional measures that go above and beyond what is required to ensure the food safety integrity of all our products.
Can I swap out a flavor or title on a special occasion gift collection (e.g. birthday, thank you, get well, etc.)?
Unfortunately, we are unable to swap flavors or titles on Special Occasion Gift Collections. You could consider selecting from our Personalized Bestselling Pints instead. Here, you would get to select 4 or 8 flavors, and customize your titles.
Where can I see a list of all of your flavors?
A full listing of current flavors is available on our Personalized Bestselling Pints page. These flavors can be selected by the single pint and each title can be personalized. We ship in quantities of 4 or 8 pints. If you are looking for all of the flavors available for a custom flavor, see Completely Custom Flavors. These are shipped in 4 or 8 pints of the same flavor.
Why are all four pints the same in a Completely Custom Flavor?
The smallest batch our chefs can make of one custom flavor is 4 pints. Making less than 4 pints is like baking one cookie at a time instead of a dozen. It is shipped in 4 pint containers so you can share your creation with others! If you'd like an assortment, see Personalized Bestselling Pints where you can select one pint per flavor.
I’m looking for a particular flavor but I can’t find it.
Definitely contact us. We may have access to the ingredient but are unable to offer it because of low demand and storage concerns. We will do our best to research any flavor requests and make it available as soon as possible.
How does the ice cream stay frozen?
Each shipment goes out in an individual oxo-biodegradable cooler from our facility in Omaha, Nebraska. It's packed with enough dry ice to keep the contents frozen into the evening hours the day of delivery. We ship to all 50 U.S. states. We pack the dry ice accordingly, based on how many days your package will be in transit. There is no signature required for delivery, so FedEx will leave the package at the shipping address on your order. The dry ice will keep the contents frozen into the evening hours of the day of delivery. Given the extremely perishable nature of the product, it’s highly important that you contact your recipient to let them know of their delivery. eCreamery cannot be held responsible for unclaimed gifts or incorrect address information.
How do I handle the frozen treats in my shipment?
Your treats will arrive frozen. It’s okay and normal if the dry ice is completely melted as long as the ice cream is still frozen or cool to the touch. Move it to your freezer until you are ready to eat. For best results, store your ice cream in the back of the freezer where it will stay nice and cold. Then, enjoy!
How do you handle the dry ice in the package?
Your package will contain dry ice. It’s the best way to ensure your ice cream stays frozen and arrives at the highest quality. If there is any dry ice left when you open your cooler, remember it is extremely cold so please handle with gloves or other protective gear. It can cause a burn on your skin if you touch it directly. Please keep out of reach from children or pets. You can leave the dry ice alone and place the lid back on the cooler. It will eventually dissipate in the cooler.
Do you ship internationally (e.g. Canada, Puerto Rico, Mexico)?
We can only ship to the 50 U.S. states. We cannot ship internationally as our ice cream will not make it safe, intact and in a timely manner.
Is there anywhere you can't ship?
We cannot ship to P.O. boxes, hospitals, camps, Universities/Colleges or Army/Naval bases due to the additional delivery time needed after the package arrives to the mail sorting location.
Can I ship 1 or 2 pints instead of 4?
Four pints of ice cream is the minimum amount we can ship to any one address. All of our collections are sold in increments of 4. Shipping fewer than 4 pints increases the risk of the pints shifting and melting during transit.
When will I get tracking for my order?
You will receive your tracking once the package is getting ready to leave our facility. Tracking emails are deployed around 4 pm CST daily. Once these emails are sent out, changes can no longer be made to the order.
Where do I enter my Discount Code?
After you enter the Checkout process, you will be able to enter your Discount Code at the top right of the page, below your item review, as well as when you enter your payment information. Be sure to hit the Apply button. This is the same area where you would enter your Gift Card number as well. NOTE: On mobile devices & tablets, the Gift Card or Discount Code box will only be found when entering your Payment information during Checkout.
Why won't my Discount Code work?
We allow one discount code per transaction. Groupon vouchers count as discount codes, as well as Free Pint promotions. Determine which promotion you'd like to use on your transaction and delete the other.
Product & Nutritional Information
I have an allergy, does your equipment process these foods?
Peanuts, other nuts, dairy, soy, eggs, wheat/gluten & other common allergens are used at eCreamery. Although we strive to keep these items separate, it is impossible to guarantee that your eCreamery creation will be free of these ingredients.
Do you have nutritional information for your flavors?
You can find allergens and nutritional information for our Bestselling Flavors on our Nutrition Information page.
Are your flavors Kosher?
Unfortunately, our flavors are NOT Kosher.
Are any of your flavors sugar-free?
No, we don't have any sugar-free options.
Are any of your flavors gluten-free?
Yes! If you look on our Nutrition Information page, each flavor marked with a (GF) will be gluten-free.
What is included on the packing slip inside each box?
Our packing slip does not include any pricing information. It does have the gift message, recipient’s name & address and product details, but no pricing.