Chocolate Soft Serve

Welcome to the Underground Ice online store. By placing an order through our website, you agree to the policies below regarding products, orders, payments, pickups, delivery, cancellations, refunds, and customer service.

1. Online Orders

Underground Ice products may be offered through limited-time and limited-quantity online drops. Product availability, flavors, pricing, quantities, pickup windows, and ordering options may change without notice.

An order is considered placed once payment has been successfully processed and an order confirmation has been provided.

Please review your order carefully before submitting it, including your selected products, quantity, pickup location, and contact information.

2. Limited Drops

Underground Ice operates using a limited-drop model.

Certain products may only be available for a specific period or while supplies last. A product may sell out before the scheduled end of a drop.

Limited-edition products are not guaranteed to return after a drop ends.

3. Payments

All online orders must be paid through the payment methods offered at checkout.

Customers are responsible for providing accurate billing and payment information. Underground Ice reserves the right to cancel an order if payment cannot be successfully processed or if an order appears fraudulent or unauthorized.

4. Refund Policy

Because Underground Ice products are frozen and perishable food products, most purchases are final.

We generally do not accept returns of ice cream, ice cream sandwiches, soft-serve products, or other frozen food products after pickup, delivery, or fulfillment.

Refunds may be considered when:

• You received the wrong product.

• An item was missing from your order.

• Your order arrived damaged.

• There is a verified product-quality issue.

• Underground Ice cancels the order.

• Another circumstance warrants a refund at the discretion of Underground Ice.

Approved refunds will generally be returned to the original payment method.

5. Order Cancellations

Cancellation requests must be submitted as soon as possible.

Once an order has entered preparation, production, packing, or fulfillment, cancellation may no longer be possible.

Because Underground Ice products may be produced specifically for limited drops, orders that are already being prepared may not be eligible for cancellation or refund.

6. Pickup Orders

Customers are responsible for collecting their orders during the designated pickup window.

If an order is not picked up within the stated pickup period, the order may be considered abandoned because the product is perishable.

Missed pickups generally are not eligible for a refund.

If you know you will be unable to make your pickup window, contact Underground Ice as soon as possible. We will make reasonable efforts to determine whether another arrangement is possible.

7. Damaged or Incorrect Orders

If your order is damaged, incomplete, or incorrect, contact Underground Ice promptly after receiving or picking up your order.

Please provide:

• Name

• Order number

• Date of purchase

• Pickup or delivery information

• Description of the issue

• Photos of the product or packaging when applicable

After reviewing the issue, Underground Ice may provide a replacement, store credit, partial refund, or full refund depending on the circumstances.

8. Product Quality

Underground Ice takes product quality seriously.

If you believe a product has a quality issue, contact us as soon as possible after receiving the product. Keep the product and packaging available when possible so the issue can be reviewed.

Because frozen food products are perishable, delayed complaints may limit our ability to investigate or provide a resolution.

9. Delivery

When delivery is offered, customers are responsible for providing accurate delivery information and being available to receive the order when required.

Underground Ice is not responsible for issues caused by an incorrect address, failure to receive an order, or circumstances outside our reasonable control.

Special delivery terms may apply to individual products or drops.

10. Product Availability

Products shown online may become unavailable at any time.

Underground Ice reserves the right to limit quantities, modify product availability, discontinue a product, or end a drop when inventory is exhausted.

If an item becomes unavailable after an order is placed, Underground Ice may contact the customer regarding an appropriate replacement, credit, or refund.

11. Pricing

Prices displayed online are subject to change.

The price presented during checkout is the price applicable to the order unless an obvious pricing error has occurred.

Taxes, delivery charges, service fees, or other applicable charges may be added at checkout where required or applicable.

12. Customer Information

Customers are responsible for providing accurate contact information when placing an order.

Underground Ice may use the information provided to process orders, communicate about purchases, provide customer support, and send relevant communications when permitted.

13. Order Issues

If you experience an issue with an online order, contact Underground Ice as soon as possible.

When contacting us, include your order number and a description of the issue. Providing complete information helps us investigate and respond efficiently.

14. Policy Changes

Underground Ice may update this Online Store Policy from time to time as the business, products, ordering systems, and services evolve.

The most current version will be posted on this website with the applicable effective date.

15. Contact Underground Ice

Questions about an order, refund, pickup, product, or online purchase can be directed to the Underground Ice team through our Contact page.

Underground Ice
Limited Drops. Bold Flavors. Follow the Drop.