FAQ

PACKAGING

How is my ice cream order packed?

Ice Cream Sandwiches come packed in a re-usable cooler bag. Ice Cream Cakes are packed in a cake box. Gelato Pints are either packed in a box or cooler bag (depending on your total order).

Does my order come with dry ice?

Delivery orders: We deliver your items in a freezer truck, so there is no need for dry ice. Once you receive your order, please store it in a freezer (below -18C) until you're ready to enjoy it. 

Pick up orders: Pick up orders are packed with enough dry ice to last 30-60 minutes (depending on the outside temperature) to allow you to transport your items to your next location.

Additional dry ice is available for purchase here, for delivery or pick up orders. The amount of dry ice you need will depend on the quantity of ice cream you need, and how long you plan to keep the ice cream outside of a freezer. If you have queries about dry ice, please e-mail admin@icecreamcookieco.com or call 62824680.

OPERATING HOURS & GENERAL QUESTIONS

What are your operating hours?

We operate from Monday to Friday, 9am-6pm (excluding public holidays). Please note that we are not a retail store, so we request that you order in advance at our Online Store or by phone to 62824680.

Can I walk in and buy ice cream?

We are a manufacturing factory, not a retail store, so we are unable to accept walk-in customers. If you'd like to collect an order from our factory please order in advance at our Online Store or by phone to 62824680.

DELIVERY AND PICK UP INFORMATION

Where can you deliver to?

We deliver island-wide in Singapore. There is no additional surcharge for deliveries to the CBD or Sentosa.

How much is delivery?

Standard delivery within either our morning (10am-2pm) or afternoon (2pm-5pm) time slot is $8 for orders under $100, otherwise free. If you require deliver at a specific time, delivery is $18, regardless of order value.

What times can you deliver?

Our standard delivery is Monday to Friday. You may select either the 10am-2pm, or 2pm-5pm time slot ($8 for orders under $100, otherwise free). Please note that your order will be delivered at any time within the selected time slot, and we are unable to accommodate requests for specific timing if you choose standard delivery. If you require a specific time, we can arrange a courier on your behalf to ensure your order reaches you at your requested timing ($18).

I forgot about my delivery and wasn't there to receive it - what happens?

You will always receive a confirmation e-mail to help you remember your delivery. We will call you upon arrival if we are unable to find you. If you happen to be out or unable to receive the order and did not inform us in advance, re-delivery within our standard time slots is $8.

I need to my delivery to arrive at a specific time. What should I do?

You should choose "Specific Timing Delivery" ($18) when you are checking out, under delivery options and include your requested timing in the Order Notes section. If you forget to include your timing request, you can always call us at 62824680 or reply to your order confirmation e-mail.

I need to change my delivery date or time. What should I do?

Please reply to your order confirmation e-mail, or call 62824680 during business hours to change delivery dates or times. We request that changes be made by 6PM on the business day before your delivery.

Can I pick up my order instead?

Yes, you may pick up your order between Monday to Friday, 10am-5pm from our factory located at Tai Seng.

PRODUCT INFORMATION & STORAGE

Are your products Halal certified?

Our retail products (ice cream sandwiches, cakes and pints), they are not Halal certified by MUIS however we do not use pork, lard or alcohol in our production. All contentious ingredients are Halal certified (certificates can be provided on request). We have wholesale products available for restaurants, cafes etc that are Halal certified by MUIS. Please call 62824680 or e-mail admin@icecreamcookieco.com for more information.

I am planning a large event (eg, wedding, corporate event, fun fair etc). Are there any discounts or events packages?

Please e-mail admin@icecreamcookieco.com or call 62824680 with your events requirements and our customer service team will assist.

How do I store the ice cream?

Please store all ice cream products (sandwiches, pints and cakes) in a freezer below -18C.

Can I store the ice cream in the fridge? Or at room temperature?

No. Ice cream must be stored in a freezer, below -18C.

How long can I keep the ice cream for?

The shelf life of our ice cream sandwiches and pints is printed on the packaging so you can easily check the best before date. (Please note that the shelf life assumes that you store the product correctly in a freezer below -18C. If the product melts, the shelf life is no longer valid.) You can keep ice cream cakes in the freezer for around one week. 

Do I need to defrost ice cream cakes before cutting?

Depending on how cold your freezer is, you may need to defrost the ice cream cakes for 5-10 minutes at room temperature, or 10-20 minutes in the fridge. If your freezer is not very cold, you may not need to defrost at all. The best way to cut an ice cream cake is with a sharp metal knife dipped in hot water.

Can I write a message on the ice cream cake?

Yes, you can select Personalised Message and include your message in the Order Notes. All messages will be written on a white chocolate plaque. Please keep messages to maximum 5-7 words so that they fit nicely on the chocolate.

Please note that we do not recommend putting any messages on the cartoon cakes as they will block the face design.

GIFTS

Can I request a gift message?

Yes, please write any gift messages in your Order Notes. We will provide a gift card with your order free of charge.

My gift recipient was not a home when the delivery was made. What should I do?

We recommend that when sending a gift, please inform the recipient of the delivery date and time so that they can make arrangements to receive it - as the gift is ice cream, it's not possible to leave it outside if they are not at home. If your friend/gift recipient is unable to receive the gift during the chosen delivery time, we can re-deliver for $8 or you can arrange self-collection for free from our factory.