Last updated: October 8, 2026
All Sales Are Final
Everything we make is a perishable, handcrafted food product. Our Ice Cream Poppz and Choco Poppz are frozen and shipped on dry ice, and our chocolate bars are made fresh in small batches. For food safety reasons we cannot take products back once they have left our kitchen, and we cannot resell anything that has been shipped. For that reason we do not accept returns and do not offer refunds or exchanges for change of mind, taste preference, ordering the wrong flavor, or ordering the wrong quantity.
Please double check your flavors, quantities, and shipping address before you place your order. If you notice a mistake right after ordering, email us immediately at poppz@poppzshoppe.com. If your order has not been packed yet we will do our best to correct it.
If Something Is Wrong With Your Order
We stand behind what we make. If your order arrives damaged, melted, incomplete, or not what you ordered, we want to hear from you and we will make it right. Every issue is reviewed individually, case by case, and resolved at our discretion. Depending on the situation that may mean a replacement, a store credit, or a partial or full refund.
To report a problem:
- Email poppz@poppzshoppe.com within 24 hours of delivery.
- Include your order number, a description of the issue, and clear photos of the products and the packaging as they arrived. Photos help us understand what happened and let us hold the carrier accountable when it is their fault.
- Keep the products and packaging until we have responded in case we need more information.
We respond to every report within two business days.
What We Can and Cannot Cover
We will take care of issues caused by us or by the carrier while the package was in transit, including damage, missing items, wrong items, and product that arrived thawed because of a shipping delay on our end or the carrier’s end.
We cannot cover issues outside our control, including:
- An incorrect or incomplete shipping address provided at checkout.
- A package that was delivered on time but left outside, not retrieved the same day, or not placed in the freezer promptly.
- Delivery refused or a delivery attempt missed, and the package returned to us.
- Normal variation in handmade products, such as slight differences in size, shape, color, or decoration.
- Dry ice that has evaporated on arrival. This is expected. Products that are still cold or frozen are safe to enjoy.
Cancellations
Because cold orders are packed and shipped on a tight schedule, orders cannot be cancelled once they have been packed. If you need to cancel, email us as soon as possible and we will let you know whether the order can still be stopped.
Wholesale Orders
Returns and credits on wholesale orders are handled under the terms of the wholesale agreement, not this policy.
Questions
Email poppz@poppzshoppe.com or call (844) 84-POPPZ. We are a small team and we care about every box that goes out, so please reach out if anything is not right.