Delivery Policy

Welcome to Jeni’s! To ensure our ice creams and curated products arrive at your doorstep in optimal condition and as quickly as possible, we have established the following delivery policy. Please read carefully before placing your order.

1. Delivery Coverage and Carriers

  • Delivery Areas: We currently ship to designated regions/countries (or nationwide). Because ice cream is a highly perishable, frozen fresh food, remote areas or locations without cold-chain coverage may be unavailable for delivery. Please enter your shipping address at checkout to confirm deliverability.
  • Logistics Partners: We partner with professional cold-chain logistics providers (such as SF Express Cold Chain, FedEx, and UPS temperature-controlled services) to ensure temperature-controlled delivery throughout the entire journey and safeguard product quality.

2. Processing Time and Shipping Schedule

  • Order Processing: All orders are processed and shipped within 1 to 2 business days after payment confirmation.
  • Shipping Days:
    • To prevent products from sitting in transit hubs over the weekend and melting, we typically ship from Monday through Thursday (subject to regional cold-chain schedules).
    • Transit times vary depending on the delivery distance and the carrier’s operating schedule.
  • Delivery Timeframes: Generally, orders arrive within 2 to 4 business days after dispatch (excluding public holidays, severe weather, or force majeure events).

3. Cold-Chain Packaging and Freshness Guarantee

  • Every ice cream order is packed in a custom-engineered insulated container (such as a thick-walled foam cooler box) with an adequate amount of dry ice to maintain ultra-low temperatures during transit.
  • Safety Warning: It is normal for a small amount of dry ice to sublimate and dissipate by the time of receipt. Never touch dry ice with bare hands, as it can cause severe frostbite. We recommend using gloves or tools to handle it, or simply leaving it in a well-ventilated area to dissipate naturally.

4. Receiving Your Order

  • Inspection and Prompt Pickup: Due to the perishable nature of ice cream, please ensure that the recipient is available to receive the package or promptly retrieve it from pick-up locations/lockers upon arrival.
  • Delays Caused by Customer: If delivery is delayed, melted, or spoiled due to an incorrect shipping address, invalid phone number, unreachable recipient, or failure to collect the package in a timely manner, Jeni’s cannot assume liability for the loss or offer refunds/replacements.

5. Exceptions and Customer Service

  • Damaged or Melted Packages: If you find severe damage to the outer packaging, significant melting, or incorrect product quantities/items upon receipt, please take photos as evidence (including the outer box, contents, and shipping label) and contact our customer service team within 24 hours of delivery. We will verify the issue immediately and arrange a replacement or refund.
  • Force Majeure: In the event of delivery delays caused by typhoons, heavy snowfalls, floods, pandemic controls, traffic restrictions, or other force majeure events, we will notify you promptly via SMS or email. We appreciate your understanding.
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