Refund policy

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (food products such as but not limited to frozen desserts, as well as flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Please order only at the official Ice Cream City website (www.icecreamcitys.com). Transactions via unofficial resellers will not be honored.

 

Wrong Items (applicable for Frozen Desserts)
Please inspect your order upon receipt and contact us at +639173090946 or email us at support@icecreamcitys.com immediately after receipt of wrong item. Because the item is highly temperature-sensitive, requests for returns specifically for wrong items can only be accepted within 30 minutes after delivery. 

For such, customers may opt for either of the following:

a. Keep the wrong item and receive a discount coupon/refund/store credit equivalent to 20% of the price of the wrong item delivered (not including the transaction, delivery fee and other fees; such are non-refundable); or

b. Wrong items will be collected by Ice Cream City's through app couriers and a refund for the wrong item (minus the transaction and other fees; such are non-refundable) will be issued via e-wallet or bank transfer or store credit given that the wrong item remains sealed, unopened, unconsumed, not damaged and is in its original packaging. (See Section "Refunds" below)

*Wrong item is defined herewith as incorrectly delivered items from customer's cart or receipt.

  

Damaged Items (applicable for Frozen Desserts)

Please note that the items are inspected and packed carefully prior to dispatch and are forwarded only to our trusted couriers with proper carrying equipment. Ice Cream City's will not be held liable to damages resulting from transit of self-pickup orders by customers.

In the event that your order arrives damaged, please contact us at +639770922267 or email us immediately after receipt of damaged item at support@icecreamcitys.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but we will try our best to work towards a satisfactory solution.

Because the item is highly temperature-sensitive, requests for returns can only be accepted within 30 minutes after delivery. Please inspect your order immediately upon receipt. 

Refunds
We will notify you once we’ve received and inspected your return for wrong or damaged items, and let you know if the refund was approved or not within 48 hours. If approved, you’ll be automatically refunded via bank or e-wallet transfer, or store credit. Please remember it can take some time for your bank or credit card company to process and post the refund too. Refunds for payments made via credit cards may take up to 60 days. Please note that transaction and other fees are automatically deducted by payment gateways and are non-refundable.

You can always contact us for any refund question at support@icecreamcitys.com.

Last updated: November 8, 2022