E=MC2. If we haven’t answered it here—the answer doesn’t exist! Just kidding. But check here first.
Due to the perishable, frozen nature of our Dairy Free Anytime Desserts we are unable to accommodate any requests for returns, refunds or exchanges except in the instance that the product arrives damaged. If you are hesitant to purchase multiple pints before having tried the product, we recommend visiting our store locator to find a retailer near you. You can grab a pint to try from them and then come back to order any flavors that retailer may not carry :)
In the event your pints do arrive damaged, please contact us via email - email@example.com - within 24 hours of receiving your order. In your email, please provide your order number, a description of how the product was received, and photo(s) of the damaged product. Our customer service team will be in-touch within 1-2 business day to discuss suitable remedies. Only melted, tampered with, or previously opened (paper tab inside of pint unsealed) product constitutes as “damaged” goods. Returns, refunds and exchanges will not be accommodated in any other circumstance and by purchasing pints via our website, you are certifying that you understand this.
In the case of merchandise, we do accept returns and exchanges up to 21 days after the product ships. Please contact us via email firstname.lastname@example.org with 14 days of the item shipping and let us know what is wrong with the item, your order number, and if you would like to return or exchange the merchandise. A team member will respond within 1 business day to let you know how to best proceed.
If you purchased a pint of Snow Monkey at a grocery store or somewhere other than our website (www.snow-monkey.com), please contact that merchant directly in order to accommodate refund or return requests.
All of our Dairy Free Anytime Desserts are shipped in eco-friendly coolers* with dry ice. Please refer to the below for shipping timelines and schedules. Please note that while we continue to navigate shipping during the COVID-19 pandemic, processing and shipping delays are likely to occur. Please visit our COVID-19 response page for more information.
After receiving your order, please DO NOT TOUCH DRY ICE included in the cooler. Carefully remove the pints from the cooler with a glove or towel protecting your hand(s) and place them into your freezer. Then, please dispose of the dry ice by letting it melt in a well-ventilated area. Never place dry ice inside of a refrigerator or freezer.
*We are working to regularly source these eco-friendly coolers, however sometimes they do go out of stock. In these cases we unfortunately have to use styrofoam coolers. We always recommend purchasing in a grocery store, if you can, as that is the most eco-friendly way to purchase Snow Monkey.
Are your products allergen-friendly?
All of our products are free from dairy, gluten, soy, eggs, sesame and peanuts. Most of our products are also free from all nuts, however Chocolate Mint Chip does contain coconut.
Our products are produced in a facility that processes dairy, gluten, soy, peanuts, tree nuts, and eggs. We thoroughly clean the equipment per FDA regulations and test our finished products, however if you have a serious allergy to any of the aforementioned items, we recommend consulting a doctor before consuming our products or any products produced in shared facilities.
Why is your product so expensive?
This is a really fair question and we will preface it by saying, we don't enjoy charging these prices for online orders, but here's why we have to do it:
Shipping frozen items via mail is extremely expensive and requires a lot more logistics than shipping, say, a granola bar. In order to get Snow Monkey to you still frozen (as it must remain at all times unless you're about to eat it), we need to be quick and keep the shipping cooler at below -18°C by including 5lb of dry ice per day in transit plus an extra day's-worth just in case. That means, your package weighs at least 15lbs. FedEx calculates shipping rates by both package weight and package size. So, we're sending you a package that's big and heavy aka shipping costs are not frozen products' friend.
Once all of the above is said and done, the pints we send you are actually the cheapest part of the package AND the only part of the package where we make a profit. We repeat: we do not make a profit off the coolers we use to send the pints, the dry ice included in the coolers or shipping rates - so we truly are giving you the best price we can in this situation.
We acknowledge they're expensive, we wish that wasn't the case, but unfortunately that's the name of the game when it comes to shipping frozen products.
We're dead serious when we say if you can purchase Snow Monkey at a grocery store, please do so. Pints are $5.99 in most grocery stores (at least that's the price we recommend to our retail partners) and that is wayyyyy more reasonable than on this website.
Does it need to stay frozen?
If you want it to still be ice cream, then yes it needs to stay frozen. If you're down for a smoothie, by all means put it in the fridge and eat within 24 hours.
But whatever you do, please don't put your pints in a cabinet. Snow Monkey will spoil if not properly stored (aka in the freezer where every other ice cream goes).
How and when do you ship my order?
Great question! Shipping frozen products definitely involves some very specific logistics hence the question above about why ordering off our website is so expensive. A lot of things go into shipping any frozen product and, to be totally transparent, if you can purchase Snow Monkey in a grocery store, we recommend doing so for the sake of both your wallet and our planet. But, if you can't get Snow Monkey in a store near you - don't worry, we got you and we do it in the most eco-friendly way possible by using eco-coolers*.
Once your order has been processed, we pack every cooler with 5lb of dry ice per day in transit to keep your pints niiiice and frozen, and we always add in an extra day's-worth just in case. Once, your pints are all nice and cozy in the coolers and put in a deep freeze from the dry ice, we pass them off to FedEx who brings them right to your front door via 2-day ground shipping, unless you select the overnight option in which case they hop on a plane, pass through Memphis, TN and are at your door the next day.
Now that that's covered, we know what you're thinking, "that's all fine and dandy, but like, when am I getting my ice cream?" Here's the answer:
Right now, processing and packing times are a bit longer than usual (5-7 business days, but sometimes less). This is mainly because of the nationwide dry ice shortage due to COVID-19 vaccine distribution. Once your is processed and packed, though, you should expect your order within 2-3 business days.
Here's the general timetable after processing and shipping:
If you're order ships on Monday --> expect it Wednesday
If you're order ships on Tuesday --> expect it Thursday
If you're order ships on Wednesday --> expect it Friday
If you're order ships on Thursday --> expect it Saturday (residential addresses only; commercial addresses will only ship to arrive during the week)
We will send emails with tracking information as soon as your order is passed off to FedEx with exact delivery date estimates, and when in doubt - shoot us an email with your order number and we'll give you and ETA.
*We are working to regularly source these eco-friendly coolers, however sometimes they do go out of stock. In these cases we unfortunately have to use styrofoam coolers.
A flavor I want is out of stock, when will it be available again?
If a flavor you were hoping to order is currently listed as "out of stock" visit that flavor's respective page to find the estimated time of restock. Please note these are estimates and can sometimes vary, but we do our very best to give accurate restock dates.
Directions for getting to the flavor pages: 1. Hover your curser over "Our Pint" on the menu bar 2. Click "Flavors" on the dropdown menu 3. Select the flavor you want more info on 4. Enjoy
I have a discount code but I forgot to apply it!
Shoot us an email at email@example.com and let us know your order number and the discount code you hoped to apply. Assuming the code is valid and has not be applied to a previous order, we'll work with you to get it retroactively applied.