Frequently Asked Questions
Find answers to common questions about ordering, delivery, and our services
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Ordering
How do I place an order?
You can order through our website by browsing our products, adding items to your cart, and checking out. Alternatively, you can order via WhatsApp at +254 718 838 381.
Do I need to create an account to order?
No, you can checkout as a guest via WhatsApp. However, creating an account lets you track orders, save addresses, and earn loyalty rewards.
Can I modify my order after placing it?
Yes! Contact us immediately via WhatsApp or phone at +254 718 838 381 and we'll help you modify your order if it hasn't been prepared yet.
What is the minimum order amount?
There's no minimum order amount. However, delivery fees apply based on your location in Kasarani.
Delivery
Which areas do you deliver to?
We deliver to Kasarani and surrounding areas including Mwiki, Roysambu, Githurai, and Korogocho. Delivery fees range from KSh 50-150 depending on distance.
How long does delivery take?
Delivery typically takes 30-45 minutes during business hours. We'll notify you when your order is on the way!
Can I schedule a delivery for later?
Yes! During checkout, you can select a preferred delivery time. We accept orders up to 24 hours in advance.
Do you offer pickup?
Yes! You can choose pickup during checkout and collect your order from our shop at Kwa Mlima Stage, Kasarani.
Payment
What payment methods do you accept?
We accept M-Pesa payments for all orders. Simply enter your M-Pesa number during checkout and approve the payment on your phone.
Is M-Pesa payment secure?
Yes! All M-Pesa transactions are encrypted and processed through Safaricom's secure gateway. We never store your payment information.
What if my M-Pesa payment fails?
If payment fails, you'll receive an error message. Please try again or contact us at +254 718 838 381 for assistance.
Can I get a refund?
Yes, we offer refunds for cancelled orders or quality issues. Contact us within 24 hours and we'll process your refund within 3-5 business days.
Business Hours
What are your operating hours?
We're open Monday to Saturday from 10:00 AM to 8:00 PM, and Sunday from 12:00 PM to 6:00 PM. We're closed on public holidays.
Can I order when you're closed?
Yes! You can schedule orders for delivery when we open. Your order will be prepared and delivered during our next business hours.
Do you deliver on Sundays?
Yes, we deliver on Sundays from 12:00 PM to 6:00 PM.
Products
Do you have sugar-free options?
Yes! We offer several sugar-free and low-calorie ice cream options. Check our products page for the full selection.
Can I customize my order?
Yes! You can add special instructions in the order notes during checkout. We'll do our best to accommodate your requests.
How do you keep ice cream frozen during delivery?
We use insulated delivery bags and ice packs to keep your ice cream perfectly frozen during transit.
Do you cater for events?
Yes! We offer bulk orders for events and parties. Contact us at +254 718 838 381 for custom catering packages.