Made by Marcus Ice Cream FAQs
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 email@example.com.
There’s a problem with my order, what do I do?
Shoot us an e-mail at firstname.lastname@example.org 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?
You will receive your order next-day before 7pm through Greenway Courier. Delivery days are Tuesday-Saturday so if you place an order on the weekend it will go out on Tuesday!
*Please note that we cannot accommodate delivery time requests.
What if I’m not home to accept delivery?
If you aren’t home, the courier company will leave your ice cream on your doorstep or with your building’s concierge. You will receive a text once your order has been delivered. Your parcel is packed with dry ice and should keep frozen for up to 12 hours so don’t worry about it melting!
Why don’t you deliver to my location?
We work with a third-party courier who sets our delivery zones. That said, we are continually expanding our delivery areas. If one location isn’t offered but we receive enough demand we will likely be able to start servicing that area.
Can I order anything other than next-day delivery?
We operate on a next-day delivery basis only.
Help! The flavour I want is unavailable!
If a flavour is unavailable it could be that you are trying to order a regional flavour (we have exclusive specials for Calgary and Edmonton). If a flavour is out of stock it’s because we are in between batches. You can either hang tight for a day or two or shoot us an e-mail and we’ll do our best to help!
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!
Why can’t I get my bulk order delivered?
Our production team needs one weeks notice on all bulk orders which means that this doesn’t work with our existing next-day delivery service. If you require delivery please e-mail us at email@example.com and we will do our best to help!
What if my delivery failed?
In the event that our courier cannot complete delivery due to a customer error (ie. incorrect input of address or phone number) we will happily reattempt delivery the following day. Customer will be charged in full for delivery reattempt.
Why can I no longer pre-order cakes to pick-up in the store?
Our team works diligently to make sure our takeout freezers are fully stocked so you don’t need to order ahead of time! If you are ever worried about stock, just give your preferred shop a call and our team will help you out!