FAQ

COVID-19 UPDATE:
Please note that it may take longer than usual to fulfill your order as we work to ensure the health and safety of our team. We estimate that your order will ship from our warehouse within 5 business days of your order. You will receive an email with tracking information upon shipment. We appreciate your patience and apologize for any inconvenience..

HOME DELIVERY (FROZEN)
Secret Creamery delivers the goods right to your door (or workplace, significant other(s), family, neighbor, best friend, mechanic, secret crush, etc…) via FedEx. We ship our ice cream inside an insulated frozen shipper box, packed with dry ice to ensure your purchase arrives at its destination in perfect condition, within the time frame it's supposed to arrive.

Please note that dry ice is exceptionally cold (-109.3°F). With each box, we include specific instructions to provide for safe handling and disposal of any remaining dry ice.

We currently ship throughout the "lower 48" of the United States via FedEx Ground (which delivers in 1-3 days) or Overnight. Unfortunately, at this time, we're not able to ship internationally.

We are happy to replace damaged pints at our expense if there is a delay in shipping outside of the standard scope of delivery. Please contact us at hello@secretcreamery.com if you have experienced a shipping issue.

SHIPPING SCHEDULE
Shipping ice cream is tricky business! Frozen shipments cannot be in transit over the weekend, so the destination, shipping method and day & time of checkout all impact when your order will arrive.

  • Orders placed to residential addresses can arrive on Saturdays. We cannot schedule Saturday deliveries to commercial addresses.
  • We cannot ship on Friday, Saturday or Sunday.
  • We cannot ship to PO Boxes.

HOME DELIVERY (NON FROZEN)
All non-frozen goods, including Merchandise, Apparel, and Stickers, are shipped separately and FREE OF CHARGE via United States Postal Service (USPS). They will arrive within 7-14 days of your order.

RETURNS
Please, do not attempt to send frozen items back to us. We do not accept returns, i.e., melted ice cream. That said, if we DO make a mistake on our end, we’ll be happy to correct it. 

MULTIPLE RECIPIENTS
If you’d like to send Secret Creamery to multiple parties - holiday gifts, corporate gifts, a very large, extended family that’s impossible to buy for, please feel free to contact our Shipping Department. You may reach our Shipping Department, either via email, at hello@secretcreamery.com, or by phone, at 702-858-2253. We'd be delighted to assist you with your gifting.

ALLERGEN STATEMENT
Our ice cream-making machinery at our facility is constructed of stainless steel. It is cleaned frequently and thoroughly throughout the production day to eliminate the possibility of pathogen transmission and allergen residue. For this reason, there is an exceptionally small risk of residue “carry over.” For those customers who are extremely sensitive to allergens, including gluten, wheat, soy, milk, and/or tree nuts, please note that all of our ice creams are produced and/or processed using the same equipment.

HOW DO I SOFTEN THE ICE CREAM WHEN IT’S TOO FROZEN? (LIKE WHEN I GET IT STRAIGHT FROM THE DRY ICE BOX)
The best thing to do, if you want to maximize the flavor of your ice cream, is to let the ice cream soften a bit (called tempering). Ice cream's flavor is actually suppressed the colder the product is. As it warms up - just a bit - the flavor of the ice cream will notably increase, resulting in maximum enjoyment for you and your guests (that is, if you're kind enough to share). We recommend you let your ice cream sit out on the counter if only for a few minutes. Your taste buds will love you. And hey, we know it's tough, but please don't microwave your ice cream. It hurts our feelings. A lot.