Refund policy

Gelato Supply sells consumable supplies to frozen dessert businesses. Most of what we ship is food product or food-contact packaging, so our return rules are tighter than a general retailer's. Here is how returns, refunds, cancellations, and damaged shipments work.

Return window

You have 30 days from the delivery date to request a return on eligible items.

What can be returned

  • Cups, lids, spoons, pans, liners, to-go containers, transport coolers, spatulas and scoops, flavor tags, molds, and other non-food supplies, in unopened, unused, resalable condition with the original packaging intact.
  • Bases, mixes, flavor pastes, variegates, and sorbetto flavors, as long as every bag or tin is still factory sealed and within its best-by date.
  • Full cases only. We can't accept opened or partial cases.

What can't be returned

  • Cones, cookies, and wafers. They're too fragile to survive a second trip, and we can't verify their condition once they've shipped.
  • Any food product that has been opened, or whose seal is broken.
  • Custom logo cups, custom logo cookies, and anything else made or printed to your specification.
  • Special orders, pallet quantities, and items quoted outside our standard catalog.
  • Clearance and final sale items.
  • Opened, used, or partial cases, and items missing their original packaging.
  • Batch freezers, blast freezers, display cases, and other equipment, which are covered by the terms on your quote or invoice.

How to start a return

  1. Email sales@gelatosupply.com within 30 days of delivery with your order number, the items and quantities you want to return, and the reason.
  2. We'll reply with a return authorization and shipping instructions. Please don't ship anything back before you have it. Returns that arrive without an authorization may be refused or sent back to you at your expense.
  3. Ship the return within 14 days of receiving the authorization, using a trackable service. Pack items in their original cartons. Anything that arrives damaged because of how it was packed can't be refunded.

Restocking fee and return shipping

  • Returns for reasons other than our error carry a 20% restocking fee, deducted from the refund.
  • You are responsible for return shipping. Original shipping charges are not refunded.
  • If we shipped the wrong item or the item is defective, we cover return shipping and there is no restocking fee.

Refunds

Once we receive and inspect the return, we'll email you to confirm. Approved refunds go back to your original payment method within 5 to 10 business days. Accounts on terms receive a credit memo instead. If you'd rather have store credit toward your next order, tell us when you request the return.

If a refund hasn't appeared after 10 business days, check with your bank or card issuer first, then contact us at sales@gelatosupply.com.

Exchanges

We don't process direct exchanges. Return the item using the steps above and place a new order for what you need, so the replacement ships without waiting on the return.

Damaged, missing, or incorrect shipments

Check every shipment when it arrives. If anything is damaged, missing, or not what you ordered:

  • Email sales@gelatosupply.com within 72 hours of delivery.
  • Include your order number, the affected items and quantities, and photos of the outer carton and the damaged product. We need these to file a claim with the carrier.
  • Keep the packaging and the damaged product until we've responded.

Cones, cookies, and wafers can see some breakage in transit even when packed properly. Breakage up to 10% of a case is within normal tolerance and isn't credited. Breakage above that is credited to your account for your next order on a documented report. If you're out of stock and need product right away, tell us and we'll arrange a replacement shipment.

Reports made after 72 hours or without photos are handled case by case and may not be eligible for credit.

Cancellations

  • Orders can be cancelled for a full refund any time before they ship. Email or call us as soon as possible.
  • Once an order has shipped, it's treated as a return under the terms above.
  • Custom and special order items can't be cancelled once production or ordering has begun.

Refused or undeliverable shipments

If a shipment is refused at delivery or comes back to us as undeliverable, we treat it as a return. The 15% restocking fee and any return freight charged to us are deducted from the refund. Food products returned this way can't be refunded.

Contact

Gelato Supply
555 Old Birch Creek Rd.
McLeansville, NC 27301
sales@gelatosupply.com
336-894-1082

Return shipments go to the address above, only after you have a return authorization.