Shipping & Delivery Care

We want every BROWNDOG delivery to be a happy one. We carefully pack your ice cream in insulated packaging with dry ice to help it arrive frozen and ready to enjoy.

A little extra peace of mind

You can add Delivery Protection for $4.95 per order in your cart before checkout.

This optional coverage provides a straightforward replacement or refund process for eligible shipments that are lost, damaged or arrive melted—including shipping delays that leave your ice cream unusable. A delayed shipment that arrives fully frozen and ready to enjoy does not automatically qualify for a refund.

However you choose to order, we’re here to help. If you don’t add protection and something isn’t right with your delivery, please contact us. Our team will review what happened and work with you to determine how we can help. Replacement or refund requests without protection are reviewed individually.

Help us make delivery a success

• Use a complete street address. Include apartment or suite numbers and any delivery access instructions. We cannot ship to P.O. boxes.
• Watch your tracking updates. Arrange for someone to receive the package and place the ice cream in a freezer promptly.
• Check your delivery when it arrives. If anything looks wrong, take photos before discarding the ice cream or packaging.

We currently ship within the contiguous United States.

If your delivery needs attention

For damaged, thawed or melted ice cream, email support@browndogcreamery.com within 24 hours of delivery. Please include:

• Your order number and a brief description of the issue.
• Clear photos of the affected ice cream.
• Photos of the shipping box and label, with the tracking number visible.
• Photos of the interior packaging and insulation.

Photos are required to review damaged or melted delivery claims. Please keep the affected items and packaging until our team has reviewed your claim.

If your package hasn’t arrived or appears lost, contact us with your order number and tracking information so we can investigate.

Coverage details

Delivery Protection is provided by BROWNDOG and covers eligible problems that occur during transit. It does not cover spoilage or delays caused by an incorrect or incomplete address, an inaccessible delivery location, or a package left unattended for an extended period after delivery.

This optional coverage does not limit any rights you may have under applicable law.

What happens next

Most claims are reviewed within 2–3 business days after we receive the required information. Approved replacements ship on the next available shipping day at no additional shipping cost. Approved refunds go back to your original payment method; bank processing typically takes 3–5 business days.

Because ice cream is perishable, we cannot accept physical returns or exchanges. If there’s a problem, please reach out—we’ll help you with the next steps.