FAQ

How does a subscription work?

The subscription is on a monthly basis and the billing date is on the 1st of every month. You can choose which flavours you want for the upcoming month 2 days prior to this billing date. Delivery can take anywhere from 3 days to up to 3 weeks after this billing date.

Delivery all depends on where you live and when you placed your subscription. We've divided the city into multiple delivery areas. We set a date for delivery for each area every month. Before your area's delivery date, we'll be contacting you via email to let you know that we'd like to deliver and ask whether or not this date and time is alright with you. If it doesn't work, that's alright. We'll find another day to squeeze in your delivery! 

On the day of delivery, we'll be sending you automated text messages to let you know when we’re on route to your home and when your ice cream has arrived. 

How do I select next month's flavours?

Note: You can't change your flavours, 2 days before the 1st of the month. This 2 days gives us time to get everything ready. We hope you understand.

Once you've purchased your subscription box, you can select next month's flavour by logging in to manage your subscription. 

You can log in by clicking the login button at the top right corner of the screen and entering the account details you created when purchasing your subscription. 

 

 

Once logged in, you should be transported to your "My Account" page. If you're not transported to this page after logging in, click on your name at the top right corner of our site. On the right side under "Account Details" click "Manage Subscription".

If you have more than one subscription with us, you'll need to find the subscription you want to manage and, click "View Details" and open the "Manage upcoming orders" tab. 

Here you can see all upcoming orders for your subscription, and you can select the flavours you'd like for each of these upcoming orders. To change the upcoming month's order, click on "Make your selections" for that month.

The number of selections will say 0 at first as your previously selected flavours have been saved and automatically selected. Simply remove the old selections first before making your new selections.

Once you're done selecting, just click "SAVE SELECTIONS". And voila,  you've selected your flavours for the upcoming month!

 

When can I expect to receive my pints?

Delivery all depends on where you live and when you placed your subscription, but in general, you can expect to receive your pints sometime within 3 weeks after you placed your order.

How we go about delivery is that we've divided the city into 14 areas that we deliver to and we set a date for delivery for each area every month. 

The day before your area's delivery date, we'll be contacting you via email to let you know that we'd like to deliver and ask whether or not this date and time is alright with you. If it doesn't work, that's alright. We'll find another day to squeeze in your delivery! 

On the day of our agreed upon delivery, we'll be sending you automated text messages to let you know that your ice cream is on its way (along with a gps link that lets you track exactly where we're at. Another automated text message will be sent to let you know that your ice cream has arrived. We'll leave it at your door and there won't be any need for interaction or contact :).

And don't worry about melted ice cream. If no one answers our text messages or comes to the door, we'll keep the ice cream with us and try again another day.

 

How do I pause my subscription

Pausing your subscription allows you to remain a member of the Chaeban Ice Cream Club during period when you're unable to pay or receive your pints, such as during extended vacations, travel, etc. This will ensure that you still have an account when you wish to start up your subscription again.

To pause your subscription, you'll need to log in and go to the "Manage Subscriptions" section of your account.. 

You can log in by clicking the login button at the top right corner of the screen and entering the account details you created when purchasing your subscription. 

Once logged in, you should be transported to your "My Account" page. If you're not transported to this page after logging in, click on your name at the top right corner of our site. On the right side under "Account Details" click "Manage Subscription".

If you have more than one subscription with us, you'll need to find the subscription you want to manage. On the subscription you'd like to pause, under the Subscription Status heading, click "Pause Subscription".

How do I skip next month's order

If for any reason you find you won't be needing some of your upcoming orders, you can opt to skip that month and any other months in advance. To skip an upcoming order you'll need to log in and enter the "Manage Subscriptions" section of your account. 

You can log in by clicking the login button at the top right corner of the screen and entering the account details you created when purchasing your subscription. 

Once logged in, you should be transported to your "My Account" page. If you're not transported to this page after logging in, click on your name at the top right corner of our site. On the right side under "Account Details" click "Manage Subscription".

If you have more than one subscription with us, you'll need to find the subscription you want to manage. On the subscription click "View Details" and open the "Manage upcoming orders" tab. 

Here you can see all upcoming orders for your subscription, and on the right of the order, you can click the "Skip Order" button to cancel this particular order.
 
 

How can I cancel my subscription?

Before cancelling your account, you may want to consider simply pausing your account or skipping next month's order. You can skip as many months as you'd like while on an active subscription. You can also pause your subscription, which will keep your account paused for as long as you need. This will ensure that you still have an account when you wish to start up your subscription again. See our "How do I pause my subscription?" and "How do I skip a month's order?" questions for more details. 

If for any reason you're certain you'd like to cancel your subscription, you can do so by logging in and managing your subscription. 

You can log in by clicking the login button at the top right corner of the screen and entering the account details you created when purchasing your subscription. 

Once logged in, you should be transported to your "My Account" page. If you're not transported to this page after logging in, click on your name at the top right corner of our site. On the right side under "Account Details" click "Manage Subscription".

If you have more than one subscription with us, you'll need to find the subscription you want to manage. On the subscription click "View Details" and open the "Cancel Subscription" tab. 

Lastly, click the red "Cancel Subscription" button.

 

Our jars return policy:

We will gladly take back any empty jars during delivery and give back your $1 deposit for each jar. Just leave your pints out by the door and we'll take them back and refund your $1 either via cash or credit.

Our loonies will be prepackaged and sealed to ensure everything remains sanitary and safe, while credit cards deposits will be done by our team online so there's no need to pull our your cards. Just let our drivers know that you'd like the deposit via credit.You should see the jar deposit amounts back in your card in 3-10 business days.

Contact us

If you have any issues with your subscription or have any questions, contact us at club@chaebanicecream.com and we'll take care of you right away!