Refund & Returns Policy
We want the ice cream to be right. If something about your order is not, tell us and we will fix it. This policy explains what we can do.
Frozen food and cancellations
Ice cream is a perishable product, so once an order has left the shop we cannot take the product back. That does not affect your right to a refund or replacement if the order was wrong, damaged or not what you ordered.
When you get a full refund
- We cancel your order before it is prepared — for example because an item is unavailable and you do not want a substitute.
- Your order never arrives, or arrives after the delivery window we agreed and the product is no longer fit to serve.
- We delivered the wrong items, or the wrong quantity.
- A sealed take-home quart is spoiled or damaged when you receive it, and you tell us within 24 hours.
When we replace instead
- A single scoop, cone or sundae is not what you ordered — we remake it on the spot, or refund that item.
- Product softened during delivery but is still safe — tell us within two hours of delivery and we will replace the affected items on your next order or refund them.
How to ask
Call (773) 555-0139 or email Cream@fruitylandscoop.com with your order reference (it looks like FL-YYMMDD-1234), the date, and what went wrong. A photo helps for damaged or softened items. We reply to refund requests within two business days.
How refunds are paid
- If you paid in the shop by card, the refund goes back to the same card. Banks usually post it within 3–5 business days.
- If you paid in cash, we refund in cash at the shop or by another method you agree to.
- Invoiced catering orders are refunded by credit note to the same account.
What we cannot refund
- Product that was left out after delivery and spoiled because it was not put in a freezer.
- Orders you simply changed your mind about after we had already prepared and packed them.
- Custom or party orders cancelled with less than 24 hours' notice, where ingredients have already been used. We will always tell you before we charge anything.
- Complaints raised more than 14 days after the order.
Your statutory rights
Nothing in this policy takes away rights you have under Illinois law, including the Illinois Consumer Fraud and Deceptive Business Practices Act.
Contact
Fruityland Ice Cream Corporation, 4610 N Kedzie Ave, Chicago, IL 60625, United States. Phone (773) 555-0139, email Cream@fruitylandscoop.com.