Home / FAQs & Policies

Refund Policy

KetoSkream is non-refundable. In the case that your product arrives melted or damaged, please reach out to info@ketoskream.com. You will be asked to provide proof of damages and a solution will be reached within 24 hours of your e-mail.

Shipping Information

Our high-quality insulated bags and dry ice will keep your ice cream frozen from the moment it leaves the facility to when you put it into your freezer. In the event you received thawed ice cream, please contact us at info@ketoskream.com.

Frequently Asked Questions

What happened to ordering online and how can I order KetoSkream?

At this time, due to recent price increases and shipping delays country wide, we are taking a short break on offering online ordering to restructure our online shipping options and add new items into our store! We anticipate online ordering to start again in the spring with the most efficient delivery experience with new flavours and a range of products! In the meantime, check out the options below to get KetoSkream:

- check out our store locator for a retail location near you (please call stores prior for availability)
- email us as info@ketoskream.com to place an order for pickup at our head office in Calgary, AB
- order via SkipTheDishes for on demand delivery in Calgary and the Greater Toronto Area

How do I track my order and do I need to be at home to receive my order

Cut off is Sunday night and orders ship out once per week on Tuesday. You will be emailed a tracking number once your order is shipped and have the ability to track the package as the delivery service updates its status. Packages are shipped “NSR” - No signature required so you do not have to be home or available to receive it and the Ice Cream will be left at your door and remain frozen. Click here to track your package.

Where can I purchase your products? Stores on your locator map do not have your product

Check our store locator here but be sure to call ahead to confirm availability. We do not have access to individual store’s inventory. Our products tend to move through quickly so please ask the manager at your favourite grocery store to stock KetoSkream to help us spread the love for our products to everyone!

How do I dispose of the dry ice that comes with my order?

The dry ice that comes with your order is wrapped and separated from the KetoSkream containers. For your safety, do not touch the dry ice. Keep the dry ice inside of the opened box in a well-ventilated area. The dry ice will evaporate on its own within 24 hours of delivery. Never touch dry ice with bare hands or let it come in contact with your skin. Keep the dry ice out of reach of children and pets.

Can I eat your ice cream if I am diabetic?

With only 1g - 2g of net carbs per serving, and no added sugar, many customers with diabetes love our ice cream. Be sure to read our full ingredients, and check with your doctor if you have any questions or concerns.

Is your ice cream dairy free & gluten free?

Our ice cream includes a heavy cream which is not dairy free and our ice cream is not certified gluten free, however our products do not contain gluten.

Are your products made in a nut free facility?

Dairy KetoSkream does not contain nuts or peanuts

Vegan KetoSkream may contain nuts

Our Ice Cream is made in a peanut free facility

How long does the ice cream last in the freezer?

In order to maximize freshness, we recommend consuming within 6 months. Our products are still safe to consume after 6 months but are more susceptible to freezer burn.

Are your cartons recyclable?

Yes. Please rinse pints after use or disassemble cardboard box's and place it in the recycling bin.

Is KetoSkream coming out with new flavours?

Absolutely! Stay tuned for updates! 

Why is shipping expensive?

The challenge of shipping frozen goods comes with a cost that adds up quickly with the price of dry ice, packing supplies, labour, handing the package, and fuel. Read more here to learn about shipping ice cream.

Why can't I find the bars at Costco, and why are their prices so much better?

Costco's KetoSkream bars were only made possible at their exclusive price point and in their exclusive 8-pack due to the large volume of order that Costco placed. This in turn brought the cost of materials and ingredients down due to the volume of their order. We're hoping to be able to match that price point eventually, or even come in at a lower price point as our small business continues to grow and the support of our amazing customers eventually allows for larger volume orders on our ingredients and materials, which in turn would bring the cost down for all of our products. 

Unfortunately we cannot control when, how much, or how often Costco carries KetoSkream; but we are thankful for their partnership and proud to see our products in their freezer! We are not able to provide which locations have our products, how much they have, or when they will have more. Please reach out to your local Costco directly for more information!