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FREQUENTLY ASKED QUESTIONS

How do you ship ice cream?

We pack our pints in an insulated box with enough dry ice to ensure that the goods stay frozen for several days while in transit.

What goes into the price for shipping?

Because we're dealing with frozen ice cream, we must ship via overnight or two-day air (and in some cases ground for local deliveries) on a heavy block of dry ice. While shopping, please remember that we will add shipping fees when you checkout.

When will my order ship?

Because ice cream on dry ice cannot sit somewhere in transit over the weekend, we only send out packages Monday - Thursday. Orders received Thursday can either go out overnight for Friday delivery or be shipped our the following week. Our daily order cut-off-time is 12 noon PST. If you place an order after 12 noon, we will ship it out the following day. 

For more information, please see our shipping delivery calendar. Questions? Email orders@saltandstraw.com.

Where do you deliver?

We ship to all 50 states, including Alaska and Hawaii, via UPS. (Every address needs to be able to accept UPS deliveries.)

Do you deliver to a P.O. Box?

We do not ship to P.O. boxes. UPS requires a physical address in order to deliver perishables. 

Do I need to be home to get my delivery?

Nope. Our packages don't require a signature to make sure your ice cream doesn't get shipped back to a UPS facility. If you're not home at the time of delivery, UPS will leave the package outside your door. We strongly recommend that you unpack your pints as soon as possible to prevent unwanted thawing.

Does delivery need a signature?

No, we ship everything via FedEx without signature required.

What if I receive my order and the dry ice is gone?

As long as your ice cream is still "refrigerator-cold" to the touch, they can be safely stored in your freezer with no reduction in quality.

What is dry ice?

All Salt & Straw products are shipped with dry ice. Each shipment is packed with just enough dry ice to disappear  before you open your package; but if you open your package to find pieces of dry ice still remaining, don't touch the dry ice. Leave it in the box and put the box outside or in a garage so that the dry ice can naturally dissipate. Ensure that children or pets will not be able to access the box. Do not attempt to seal the dry ice off in a jar or container, as it may cause harm. Please carefully read the dry ice warning instructions, which are included in every package. Veestro will not be held liable for any damage caused by improper handling of dry ice material.  

Why can't I ship my favorite Seattle or Los Angeles flavors?

We ship all our pints from our Portland kitchen, so the flavors available in our Oregon scoop shops are the ones available to order.

Do you accept returns?

Because we produce a perishable product, we CANNOT accept returned food items. We will promptly issue a replacement credit for any ice cream that was damaged, spoiled, or impaired as a direct result of shipping or delivery?

What is the Auto Delivery (recurring orders) billing policy?

Recurring Billing Policy for Auto-delivery Plans: By enrolling in any of our auto-delivery plans, you agree you are purchasing an auto-renewal subscription and will receive deliveries according to the frequency until you pause or cancel. Your credit card will be charged the total cost of each shipment at the time the order processes. You may pause or cancel your subscription at any time before your payment processes by signing into your account, heading to your "My Account" page and clicking on "Manage Subscriptions." You will receive an email before your payment processes and you will have 3 days to modify, skip or cancel before your payment processes. Important Note: If a payment has already processed, cancelling your subscription does not cancel that shipment. We are NOT able to cancel/refund payments that have already processed. 

How do I manage my Auto Delivery (recurring orders)?

To manage your Salt & Straw subscription (recurring order) follow these instructions: 1) Log into your account and go to "Manage Your Subscriptions. A list of your recurring orders will appear. Select the "Manage" text link next to the recurring order you want to manage. If you cancel your subscription, it does NOT automatically cancel any pending orders. We are NOT able to cancel/refund payments that have already processed. If you receive a UPS tracking number, your order can not be recalled. 

Do you sell Gift Cards?

Yes, we offer in-store gift cards redeemable at our scoop shops and online gift cards redeemable on our website. Currently, the gift cards are not interchangeable, but we hope to offer that service in the future.

Buy a scoop shop gift card

Buy an online  gift card

What is UPS carbon neutral?

Did you know the delivery of your Salt & Straw shipment is carbon neutral? We care about climate change and choose to offset emissions that go into the delivery of your ice cream. Learn more.

Why do you ship using foam coolers? Can I recycle these?

We ship using #6 foam because it's the best performing material to ensure your ice cream is delivered fresh and frozen. We're aware of the environmental impact of shipping and packing materials and encourage recycling or repurposing of the foam coolers. Though it is a #6 recyclable product, not all centers are equipped to do so. You can find a list of foam recycling centers near you HERE.

Is there a minimum order?

Yes, there's a five pint minimum per order. We hope to add more quantity options in the future.

Can I return my order?

All ice cream orders are final. We do our best to ship your ice cream so it arrives frozen and ready to enjoy. If this is not the case, please reach out and we will reship your order on us. Please reach out to orders@saltandstraw.com

Can I surprise someone with Salt & Straw?

Nothing's better than surprising someone with our ice cream—but melted ice cream is no fun. Make sure the recipient is going to be home to open the package and put the contents in the freezer ASAP.

How can I find my gift card balance?

Scoop shop gift cards: Ask a scooper to check at the register of a shop or email the 16-digit code to orders@saltandstraw.com

Online gift cards: Email the 16-digit code to orders@saltandstraw.com

When do your flavors change?

In addition to our classics that are always on the menu, we launch limited-edition flavors every four weeks or so. Follow us on social to stay updated on exactly when new flavors launch.

Does Salt & Straw have vegan ice cream?

Yes, we always have at least three dairy-free varieties on the menu made with coconut milk.

Does Salt & Straw have sugar-free ice cream?

No, all of our flavors contain sugar. Sugar plays an important role in freezing ice cream (and, of course, makes it sweeter, too). Our co-founder and head ice cream maker Tyler and his R&D team are constantly experimenting to innovate how we make ice cream. We'll let you know when we crack the code to a deliciously creamy sugar-free recipe.

Where can I find allergen and nutritional information?

There are no eggs in our ice cream unless individually noted. All of our ice creams are gluten free unless wheat/gluten is listed as an allergy. We use non-gmo, ORGANIC glucose syrup in all of our ice creams, this does contain corn although is very different from high-fructose corn syrup. Those with SEVERE nut allergies should know that we process and use both tree nuts and peanuts in our kitchens. You can find allergen information for each flavor on the flavor product detail page. Unfortunately we don't have nutritional information for flavors at this time.

Does Salt & Straw cater private events and weddings?

We'd love to help celebrate your special event, but at this time we are not available to cater. In the Portland area? Email our partner, ChefStable Catering, at saltandstraw@chefstable-catering.com to learn about the options they have available.

Can Salt & Straw donate to my non-profit or fundraiser?

Please fill out our Contact Us form with donation requests. Due to the high volume of requests, we are only able to reply to those that we're able to accommodate. Thank you for your understanding.

Where are Salt & Straw scoop shops located?

See our Visit a Scoop Shop page to find information about each of our scoop shops, including the menu, address, and hours.