Shipping & Delivery Policy

Last Updated: September 11, 2026

Ice Cream City's Food and Beverage House – McKinley / Green City's Food Creations Incorporated ("Ice Cream City," "we," "us," or "our") produces and delivers small-batch frozen desserts and other food products.

Because our products are perishable and temperature-sensitive, we use delivery methods appropriate for frozen food and coordinate deliveries through available third-party courier and delivery services.

1. Delivery Areas

Ice Cream City currently offers delivery within areas that are serviceable by our available delivery partners.

Our delivery coverage may include Metro Manila and selected nearby areas, subject to courier availability, delivery distance, road conditions, service restrictions, and the specific delivery address.

Delivery availability is determined based on the address entered at checkout or otherwise provided to us before the order is confirmed.

A location that is generally within our service area may not always be serviceable at a particular time due to courier availability or other operational circumstances.

2. Delivery Partners

Depending on the customer's location, order, delivery schedule, and courier availability, we may use third-party delivery providers such as GrabExpress, Lalamove, Amigo, Borzo, Toktok, or other appropriate delivery services.

The courier used for a particular order may vary.

Where a third-party courier is used, Ice Cream City will provide the courier with information reasonably necessary to complete the delivery, such as the recipient's name, mobile number, delivery address, order reference, and delivery instructions.

3. Delivery Fees

Delivery charges are generally calculated and displayed at checkout based on the applicable delivery area, order, delivery method, and available shipping rates.

Delivery fees may vary depending on distance, courier availability, time of day, demand, service area, and other applicable factors.

Unless otherwise stated in a promotion or confirmed by Ice Cream City, delivery fees are separate from the price of the products purchased.

4. Delivery Times and Estimates

We will provide an estimated delivery date or delivery window where applicable.

Delivery estimates are not guaranteed arrival times unless we expressly confirm a guaranteed delivery arrangement in writing.

Delivery may be affected by:

• traffic and road conditions;

• weather;

• courier availability;

• high order volume;

• delivery demand;

• vehicle or courier-app issues;

• service-area restrictions;

• customer availability;

• inaccurate or incomplete delivery information; and

• other circumstances beyond our reasonable control.

We will make reasonable efforts to coordinate delivery and communicate material delivery issues when we become aware of them.

5. Frozen Product Handling

Our frozen desserts require appropriate temperature control.

We prepare and pack orders carefully before dispatch and coordinate delivery using available courier services suitable for the order and delivery area.

Customers should receive and place frozen products in an appropriate freezer or other suitable storage as soon as reasonably possible after delivery.

Customers are responsible for following the storage instructions provided on the product packaging.

6. Customer-Provided Delivery Information

Customers are responsible for providing accurate and complete delivery information, including:

• recipient's name;

• mobile number;

• complete delivery address;

• building, unit, village, subdivision, or establishment details where applicable;

• access instructions where reasonably necessary; and

• other information necessary for successful delivery.

Ice Cream City is not responsible for delays or failed delivery resulting from incorrect, incomplete, or outdated information supplied by the customer.

If we need clarification regarding the delivery address, we may contact the customer before dispatch.

7. Recipient Availability

Customers should ensure that the recipient or an authorized representative is available to receive the order during the agreed or estimated delivery period.

Because our products are perishable and temperature-sensitive, extended delays in receiving an order may affect product condition.

Where a recipient cannot be reached, the courier may attempt to contact the recipient using the information provided with the order.

If a delivery cannot be completed because the recipient is unavailable, unreachable, refuses delivery without a valid reason, provides an incorrect address, or otherwise prevents completion of the delivery, additional delivery or re-delivery charges may apply where permitted.

We will make reasonable efforts to work with the customer and courier to determine an appropriate resolution.

8. Failed or Unsuccessful Delivery

If delivery cannot be completed for reasons attributable to the customer or recipient, Ice Cream City may coordinate with the customer regarding:

• re-delivery;

• rescheduling;

• return of the order to the store or facility; or

• another reasonable arrangement.

Because frozen desserts are perishable, a returned order may not necessarily be suitable for re-delivery or resale.

Where re-delivery is requested and the original failed delivery was not caused by Ice Cream City, additional delivery charges may apply.

Any refund or product remedy will be handled in accordance with our Returns, Refunds & Cancellations Policy and applicable Philippine law.

9. Delivery Tracking

When available, Ice Cream City may provide delivery or tracking information through text message, email, social-media messaging, or another appropriate communication channel.

Tracking availability and the type of tracking information provided depend on the delivery service used for the order.

For deliveries handled by third-party courier applications, the courier's own tracking system may also be used.

If you believe your order is significantly delayed or you have not received it within the applicable delivery period, please contact us at:

Email: support@icecreamcitys.com
Mobile: +63 977 092 2267

Please provide your order number and recipient details so that we can investigate the delivery status.

10. Self-Pickup / Customer-Arranged Courier

Where self-pickup or customer-arranged courier collection is offered, the customer or authorized representative is responsible for collecting the order during the agreed pickup period.

Once a properly prepared and packed order has been handed over to the customer or to a courier independently arranged by the customer, responsibility for transportation, handling, and temperature control during that transportation rests with the customer or the customer's chosen courier, except to the extent that the issue is attributable to Ice Cream City.

Customers are encouraged to transport frozen products promptly and maintain appropriate temperature conditions.

11. Delivery Rescheduling

Customers who need to reschedule a delivery should contact us as early as possible and, where reasonably possible, at least 24 hours before the scheduled delivery date.

We will make reasonable efforts to accommodate rescheduling requests received later than 24 hours before delivery, subject to:

• product availability and condition;

• courier availability;

• delivery schedules;

• whether the order has already been dispatched; and

• other operational circumstances.

For perishable products, rescheduling may not always be possible after an order has already been prepared or dispatched.

Any additional delivery charge resulting from a customer-requested rescheduling may be charged where applicable.

12. Order Cancellation

Orders are processed after payment verification.

Orders that remain unpaid for 24 hours may be automatically cancelled by our system, unless otherwise agreed or required by the circumstances.

Customers who wish to cancel an order should contact us as soon as possible.

Before preparation or dispatch

Where an order has not yet been prepared or dispatched, Ice Cream City may be able to accommodate a cancellation request.

After preparation or dispatch

Because our products are perishable and may be prepared specifically for the customer's order, ordinary change-of-mind cancellation may no longer be available once the order has been prepared for fulfillment or dispatched.

However, this does not affect a customer's rights or remedies relating to incorrect, defective, damaged, unsafe, or otherwise non-conforming products, or any other rights provided by applicable Philippine law.

Please refer to our Returns, Refunds & Cancellations Policy for further information.

13. Delivery Problems, Wrong Items, and Damaged Products

Please inspect your order immediately upon receipt.

If an item is wrong, damaged, substantially melted, leaking, contaminated, or otherwise appears compromised, contact us as soon as possible and preferably within 30 minutes after delivery.

Please provide your order number, a description of the problem, and photographs or other supporting information where reasonably possible.

These concerns are handled in accordance with our Returns, Refunds & Cancellations Policy and applicable Philippine law.

The 30-minute reporting period is intended to help us assess the condition of a temperature-sensitive product and is not intended to waive any consumer right or remedy that cannot legally be waived.

14. Electronic Order and Transaction Records

After a successful order, customers will receive applicable order confirmation and transaction information through the email address, mobile number, or other contact information provided during checkout.

Ice Cream City will issue applicable electronic invoices, receipts, or other transaction documentation in accordance with applicable Philippine laws and regulations.

15. Delivery Communications

We may contact customers by email, SMS, telephone, Viber, social-media messaging, or other communication channels using the contact information provided with the order when reasonably necessary to:

• confirm an order;

• coordinate delivery;

• clarify delivery information;

• provide delivery updates;

• address delivery problems;

• process cancellations or rescheduling; or

• provide customer support.

Information relating to the processing of customer personal information is provided in our Privacy Policy.

16. Delivery Support

For delivery questions or concerns, please contact:

Ice Cream City's Customer Support
Email: support@icecreamcitys.com
Mobile: +63 977 092 2267

Please include your order number and the name and contact information used for the order.

17. Related Policies

For additional information, please refer to:

• Returns, Refunds & Cancellations Policy

• Privacy Policy

• Terms of Service

These policies are intended to be read together and interpreted consistently with applicable Philippine laws and regulations.

18. Policy Updates

We may update this Shipping & Delivery Policy from time to time to reflect changes in our delivery areas, courier partners, shipping rates, operating procedures, applicable laws, or other business circumstances.

The updated version will be posted on this page together with its effective or updated date.

Last Updated: September 11, 2026