Made by Marcus Ice Cream FAQs
Help! I can't checkout!
You may have chosen an out-of-stock item or selected a regional flavour (ie YEG cannot order a YYC exclusive flavour). Checkout can also be halted if you haven't met the $30 minimum for delivery. Lastly, please make sure you have entered your address correctly (we currently delivery to Calgary, Airdrie, Edmonton, St. Albert, and Sherwood Park). If you have checked all of the above and still can't complete checkout, email us at email@example.com
I have an allergy, can I eat your ice cream?
Our kitchen produces products that contain milk, eggs, peanuts, tree nuts, soy, and wheat. All equipment is always washed, rinsed, and sanitized between the productions of each flavour to avoid cross-contamination.
If you have a serious allergy and have questions about any of our ice creams, please reach out to us at firstname.lastname@example.org
There’s a problem with my order, what do I do?
Shoot us an e-mail at email@example.com and we’ll get back to you in a flash! Please avoid calling the shops, e-mail is always best for delivery inquiries or changes as we have a separate team for online orders.
When will my order be delivered?
Effective January 31st, our new delivery days will be Tuesday and Friday. Orders placed from Friday to Monday will be delivered on Tuesday and orders from Tuesday to Thursday will be delivered on Friday! All orders will be completed between 10am-7pm.
Please note that we do not accommodate same-day delivery or delivery time requests.
What if I’m not home to accept delivery?
If you aren’t home, our courier will leave your ice cream on your doorstep or with your building’s concierge. If they are unable to enter your building, they will return the parcel to our shop so it stays safe and sound. Each box is packed with dry ice so the ice cream can stay frozen during transit and delivery.
What do I do with the dry ice?
Your parcel comes with complete instructions on how to “dispose” of dry ice. Please do not touch or attempt to remove it. Simply leave the box in a well-ventilated area (preferably outside) and let the ice sublimate. When it’s all gone you can recycle your box! Easy!
What if my delivery failed?
In the event that we cannot complete delivery due to a customer error (ie. incorrect input of address or phone number) we can organize a pick up time at one of our shops, or book a new delivery the following delivery day at the customers expense.If delivery has failed and we are at fault, we will happily reattempt delivery on the next delivery day, or organize a pick up from one of our shops.
Do you offer "Skip the Line" for pick-up orders?
Absolutely! Ordering a cake for pick-up? Maybe some pints or ice cream bars? Pre-ordering through our pick-up service means you can go straight to check out to get your order. Skip the line is not available for items that haven't been pre-purchased.
I signed up for The Pint Club! When do I get my ice cream?
All Pint Club deliveries are fulfilled approximately one week prior to the end of the month. Order cut-offs are the 15th of every month. Please refer to your confirmation e-mail for delivery dates or view our calendar here.
Can I cancel my Pint Club Subscription?
Unhappy with our service or simply want to skip a month? Email us before the cut off of the 15th of the month and we'll get you sorted!