If your UPS tracking claims your package was delivered but is nowhere to be found, please report it to our customer solutions team as soon as possible by calling 480-428-1999 or emailing customersolutions@frozendessertsupplies.com. Once a representative has confirmed the reception of your report, please allow us 8-10 business days to collaborate with UPS to exhaust all efforts in locating your package. If the package has not been located after this period, we will be more than happy to initiate a refund or ship a replacement package to you.

 2-4 Business Days (MOST POPULAR):

• Shipment arrival estimated between 2-4 business days. Keep in mind the day the order ships, is not considered a full business day
• Available to all 50 United States

5+ Business Days - Commercial Address:

• Shipment arrival estimated between 1-7 business days
• Available for all commercially zoned addresses within the 48 contiguous United States

5+ Business Days - Residential Address:

• Shipment arrival estimated between 1-7 business days
• Available for all residential zoned addresses within the 48 contiguous United States

UPS Next Day Air:

• Guaranteed delivery within 1 business day.
• Available to the 48 contiguous United States and Puerto Rico with limited access to Hawaii and Alaska. Transit to Alaska and Hawaii may require additional time.
• Orders placed with this shipping option are not eligible to be canceled. 

UPS Second Day Air:

• Guaranteed delivery within 2 business days.
• Available to commercial addresses in the 48 contiguous United States and Puerto Rico with limited access to Hawaii and Alaska. Transit to Alaska and Hawaii may require additional time.
• Orders placed with this shipping option are not eligible to be canceled. 

*Because UPS has been experiencing shipping delays since the beginning of the Coronavirus Pandemic, we cannot guarantee quick shipping. We promise it's worth the wait!

If you need to cancel an order please notify us as soon as possible and we will do everything we can to help you!  If your order has been packaged then we will not be able to cancel it. Orders placed with Second Day Air or UPS Next Day Air can't be canceled. If you contact us outside of our hours of operation we can't guarantee that we will be able to cancel it for you. Our office hours are Monday through Thursday 8-5 pm (MT) and Fridays 8-12 pm (MT). Please email customersolutions@frozendessertsupplies.com or call 480-428-1999

Because P.O. boxes aren't big enough to accommodate our large boxes, we can't deliver full cases or big orders to P.O. boxes. We can only ship small quantities from USPS to P.O. boxes for a select few items.

Sometimes people enter an incorrect address or simply need to change their shipping address. We understand! Just let us know and we will do our best to accommodate you. If the shipment has already left our facility, unfortunately, that's out of our hands and into the hands of the shipping company. Not to worry, if you would like to edit the address we can notify the UPS for you and have the address changed. There is a $17.60 fee per tracking number to have an address changed after an order is shipped.

UPS allows us to request delivery for specific days so you can get your package when you want it. While UPS will make every attempt to complete your delivery change, requests made on the scheduled delivery date may not be possible. This will cost $17.60 per tracking number. While we can request a schedule delivery for certain days, we cannot schedule delivery for specific times. UPS has a set schedule for how they deliver packages and they cannot schedule specific times for delivery.

Things happen, we get it. Sometimes packages get refused, the address can't be delivered to, or the package is marked "Return to Sender." No need to worry we are here to help :) 

When it happens, these are your options:

Will Call:

We will reroute your package(s) to a nearby UPS Customer Center to be held for you to pick up. This service is absolutely free.

Deliver to another address:

We will reroute your package(s) to an alternate delivery address you provide. This service costs $17.60 per tracking number.

Return to sender:

UPS will return the package(s) to us. This service costs $17.60 per tracking number. Once we have received them, you will be partially refunded and will need to place another order you would still like the products to be sent to you.

Reschedule delivery:

We will submit a request for UPS to deliver at the original delivery address on a different date. UPS needs at least two days notice before the scheduled shipping date. Please bear in mind that the new delivery date must be at least one day past the scheduled delivery date. UPS also cannot guarantee a specific delivery time. This service costs $17.60 per tracking number.

If your package is lost:

If your UPS tracking claims your package was delivered but is nowhere to be found, please report it to our customer solutions team as soon as possible by calling 480-428-1999 or emailing customersolutions@frozendessertsupplies.com. Once a representative has confirmed the reception of your report, please allow us 8-10 business days to collaborate with UPS to exhaust all efforts in locating your package. If the package has not been located after this period, we will be more than happy to initiate a refund or ship a replacement package to you.
*We must be notified of a lost package within sixty (60) days of the actual or scheduled delivery. 

If your package is damaged:

If your package arrives damaged or the products inside the box are damaged please report it to our customer solutions team at customersolutions@frozendessertsupplies.com. UPS Claims policy requires submission of 7 photos for proof of damage, so we ask that you please send us at least 7 photos of the damaged product and package.  Once we have received your report and photos, we will be happy to offer you a solution in the form of a replacement case, refund, or rewards points.*We must be notified of a damaged shipment within sixty (60) days of the actual or scheduled delivery.

Has it been more than forty-five (45) days since you placed your order?

If it has been more than 45 days since you placed your order, it is not eligible for return. We believe that 45 days is a good amount of time to inspect your product to make sure it's exactly what you wanted.

Have you opened any of the inner sleeves in the package?

If your order is neither incorrect or defective, and you have opened the inner sleeve, it is not eligible for return. You're free to open the cardboard box it comes in but, when the sleeve is opened, we can no longer sell the product. 

Did you receive incorrect or defective product?

If your order is incorrect or defective, it is eligible for return. Because we made a mistake, this does not have to be within 45 days of your order being placed. If applicable, we will send a replacement package to you.

Are any of your items consumable and perishable?

If your order is consumable or perishable, it is not eligible to be returned. That includes any of the following:
Candy Toppings, Sauces, Syrups, Frozen Yogurt Mixes, Ice Cream Flavoring, Waffle Cone Flavoring, Frozen Yogurt Mixes, and Boba.

If you received a consumable product that is incorrect, damaged or defective in any way, please contact our Customer Solutions team and they will be able to assist you.

If you've determined that your order is eligible for a return based on the qualifications above, you can submit a return request here or click the button above to begin. Be prepared with your order number, the reason for your return, and pictures of the product.

Once a return request is approved and you are emailed a return label you have 15 days to return the product. 

If your order is not damaged, incorrect or defective you will be responsible for return shipping and a 10% restocking fee. Any additional shipping fees that were paid for will not be refunded.
 

After we've received your item in our warehouse, we'll issue a refund to your specified account. Once issued, it usually takes 5-7 business days to reach your account.

To cover the cost of shipping and restocking, we require that you pay for the shipping and a 10% restocking fee. Any additional shipping fees that was paid for will not be refunded.

*This does not apply if the return is due to a mistake on our part - incorrect, defective item or incorrect description.

Order is damaged

We are so sorry that your order was damaged! Please use the return portal above to fill out the necessary information. It will ask you to include pictures of the damaged box and products so that we can better understand what happened. These pictures also allow us to file a damage claim with the responsible shipping party. UPS Claims policy requires submission of 7 photos for proof of damage, so we ask that you please send us at least 7 photos of the damaged product and package.  Please do not worry one bit about your order! We will take care of you!

Order is Incorrect

We apologize for the inconvenience and we appreciate you letting us know. Please use the return portal above to fill out the necessary information. It will ask you to include pictures of what you received so we can offer you the best resolution possible. We would love to make this as easy for you as possible by setting up a UPS pickup for the incorrect item you received once your return is approved.

Order is defective or does not work properly 

We take this very seriously and will do everything we can to make this right for you. Please use the return portal and follow the appropriate steps for your order.

 As always - if you have any questions or need assistance please call or email us at 480-428-1999, or customersolutions@frozendessertsupplies.com

Our purpose at Frozen Dessert Supplies is "Build People and Deliver Joy." That means that everything we do, from manufacturing to packaging to delivery, is to build you and your business and deliver joy to you. We also strive to build our employees and help them to be better people. You can read more about the story of Frozen Dessert Supplies and our purpose in this article.

What are your products made from?

Our paper ice cream cups are made with FDA approved food-safe paper coated in a thin layer of PE (Polyethylene). Our clear plastic cups, banana split boats, and plastic dome lids are made from PET (Polyethylene Terephthalate). Our plastic spoons and straws are made from PP (Polypropylene). Our eco-friendly ice cream cups are made from FDA approved food-safe paper coated in a thin layer of PLA (Polylactic Acid). PLA is plastic made from corn starch. Our eco-friendly spoons are also made from PLA. Our eco-friendly wooden spoons are made from FDA approved smooth birch wood.

If you'd like to read more about the materials in our products, read this article.

What does it mean if a product is "eco-friendly"?

You may have noticed that some of our products are labeled "eco-friendly," this means different things to different things to different people. Something can be biodegradable but not compostable or the other way around. It can be confusing to try and figure out exactly how eco-friendly a product is. Read this article to learn more about eco-friendly products.

Where can I find the dimensions of products?

Dimensions of products are listed in the product description under specifications. However, if you can't find the dimensions of a product in its description, call our customer solutions team at 480-428-1999 or email us customersolutions@frozendessertsupplies.com.

What spoon is best for my business?

We have a wide variety of spoons perfect for any shop. We have color-changing spoons, heavyweight spoons, and ever wooden spoons! Read this article to learn more about our spoons.

Disclaimer for all color-changing spoons: at room temperature, our color-changing spoons have a slight tint of the color they'll change to. If you're using them for a gender-reveal party, place them in hot water before using them to ensure they don't have a tint.

Are your cups flush-fill or practical-fill?

All our cups are practical fill. That means that the measurement of our cups isn't based on the volume of the cup to the rim, it's slightly below the rim. This way, you don't have to overflow your cups to get the right amount of product in them.

What measurement do you use for your cups?

We use fluid ounces (fl oz) to measure our cups.

Do you have a rewards program?

We have a great rewards program you can join! It's at the bottom left corner of your screen. You can be rewarded for every dollar you spend. To learn more about it, read this article. If you'd like to set up your rewards account, that's also mentioned in the article.

Who do I contact if I am having trouble using my rewards account or redeeming my points?

If you're struggling with your rewards account and points, contact our customer solutions team. We'll help you with whatever you need. Either email us at customersolutions@frozendessertsupplies.com or call us at (480) 428-1999. We love speaking with you!

When will I get my order if I order today?

This depends on when you place your order and what shipping you chose. Our residential and commercial 5+ business days shipping option is guaranteed to be delivered between one (1) and seven (7) business days (in the contiguous United States). Refer to our shipping policy for exact information about shipping duration.

What's your shipping policy?

You can view our full shipping policy here.

I only received part of my order. What should I do?

Sometimes products are shipped from multiple locations and may not arrive on the same day. Don’t panic! Give us a call, and we can look into it to find out where the rest of your order is.

How can I become tax exempt?

Tax exemption can be given to certain retailers. Read this page to better understand if you qualify for sales tax exemption.

What does it mean to be a distibutor?

Being a distributor means that you would like to sell our products on your website or storefront as packaged. If you are using our products to store your own products, you would not be considered a distributor.

How can I become a distributor?

We love our distributors! If you want to become one, all you need to do is fill out this form, and we'll contact you.

Which products are available to customize?

We have a wide variety of products available to customize. They are as follows:

• Paper Ice Cream Cups in following sizes: 3, 4, 5, 6, 8, 12, 16, & 32 oz.
• Paper Hot Drink Cups in following sizes: 8, 12, 16, & 24 oz
• Clear Plastic Drink Cups in following sizes: 12, 16, 20, 24, & 32 oz
• Paper Hot Soup Cups in following sizes: 3, 4, 5, 6, 8, 12, 16, & 32 oz.
• Paper Cold Drink Cups in following sizes: 8, 12, 16, 24, 32 & 44 oz
• Opaque Plastic “Stadium” Drink Cups in following sizes: 8, 12, 16, 17, 20, 21, 24, 32, and 44 oz
• Heavy Duty Spoons in both solid color and color changing varieties
• Lids are offered for each product size listed and can turn our paper ice cream cup and paper hot soup cups into to-go containers

Do you offer eco-friendly custom options?

Our paper cups are all eco-friendly! Our USA-Made cups in particular are made with post-consumer recycled fibers, giving them both a premium feel and making them our most eco-friendly custom option.

Where are your custom cups produced?

Our custom cups are produced here in the United States as well as overseas.

Why should I invest in custom cups?

When opening your ice cream shop, you're probably getting conflicting advice about custom ice cream cups. They can be more expensive than plain ice cream cups but you have to remember that it's an investment. You're investing in branding for your shop, advertising, and decor. If you want to read more about why you should invest in custom cups, read this article.

What is the minimum order quantity?

If you are ordering paper products, the minimum order quantity is 3,000 units. If you are ordering PET plastic products, the minimum order quantity is 5,000 units.

What does the custom ordering process look like?

When you order custom by either giving us a call at 480-428-1999 or emailing us at custombranding@frozendessertsupplies.com, you'll be connected with a sales representative. They will discuss pricing, quantities, and lead times to make sure we are able to meet your needs!

Once you place the order for your cups, you'll get the opportunity to work one-on-one with a member of our in-house design team. They can help you create a logo, adjust an existing logo, or put your design onto one of our templates. Once that has been completed, everything is sent into production.

A member of our fulfillment experience team will be communicating with you during that production process to answer any additional questions you may have.

If you want to learn more about ordering custom cups, read this article.

Do you offer design services?

Yes! We would love to help build your brand and logo. Contact our sales team at (480) 428-1999 or email us at custombranding@frozendessertsupplies.com and we can identify how we can best help you.

When will I get my custom products?

We have a few different options for you to help you get exactly what you're needing. Our lead times vary depending on the custom product you choose, which is why you will have a member of our fulfillment experience team always giving you updates. Given the current state of the global supply chain, our USA-made cups have been taking about 8 weeks to ship out, while our overseas cups have take anywhere from 6-7 months to arrive after submitting to production.

I need my cups sooner than the allotted time. Do you offer any rush services?

We do not currently offer any rush services for our custom products. However, if you're needing cups sooner than our custom cups can make it to you, we would be more than happy to help you get some custom stickers along with our non-custom (or stock) cups in the meantime to hold you over! A sales representative can help you get stickers ordered; those can be completed in 3-4 weeks. Click here to view all our ice cream cups that can ship to you within 2-7 days.

My spoons/cups/lids are defective. What should I do?

We pride ourselves in a strict quality control process. However, on rare occasions, there can be issues in the manufacturing process. If you received supplies that are in some way defective, give us a call or send us an email. We’ll figure out what the problem is and make things right.

What is your return policy?

If you want to return your order, we try to make our process as simple as possible. Just click here to start the process.

Do you price match?

If you find a similar product with a better price somewhere else, send your invoice to our customer solutions team and we'll see what we can do!

How can I get a discount?

Subscribe to our email list at the bottom of our website to be notified about sales and discounts! You can also gain rewards points for every purchase. Once you build up enough points, those act as a discount too. Read more about our rewards program here.

Can I get samples?

Of course! Go to this page to request samples and we will send you samples of whatever products you would like to see. You'll be responsible to pay a small fee of $5.00 for shipping.