FAQs


1. How do I qualify for free shipping?  How can I get the 10% discount for new customers?

We currently offer free ground shipping for orders $100 and more! No code needed. Free shipping only applies to the 48 states in the continental U.S. and does not apply to machines, special order items, and international orders. Please contact us for any shipping inquires. 

New customers can receive 10% off on their orders by entering “welcome10” code at checkout.  Please note machines and value packages do not qualify for this discount.  Offer cannot be combined with other promotions or sales.  

2. Can I visit your warehouse?

We welcome visitors!  Since we are not a retail store, it is best to contact us in advance to make an appointment to visit our warehouse location.   

3. Can I pick up my orders?

Yes. If you place an order with us, we will process it and let you know when it is ready for pick up.   

4. What is the difference between Shave ice and Snow cone?

Shave ice has a lot of international variations.  It is also called Shaved ice.  The most popular kind is Hawaiian Shave Ice and it is made by shaving fine, snow like ice from a piece of block ice.  Because of the fine ice texture, flavored syrups can permeate to all layers of ice, making every bite of the shave ice delicious.  

Snow cones or sometimes spelled as Sno Cones are made with larger granules of ice, making its texture crunchy. Flavored syrups are poured over the typically dome shaped cone.  Because of the coarser ice texture, flavored syrup goes down to the bottom of the cup/cone, making the last bites most refreshing.  

5. Why should I use Flavor Concentrates?

Using flavor concentrates is the best way to increase profit margins.  For our standard concentrates, each 4 Oz. flavor concentrates can make one gallon of ready to use syrup.  It is very easy to make syrups, just follow our simple directions on our bottles.  

6. What is your Return Policy?

We strive to provide the highest quality products with unparalleled service.  If for any reason you are not satisfied with our products, please notify us within 30 days.  We stand behind our goods and services and want customers to be satisfied with them. We'll always do our best to take care of customers—our philosophy is to deal with them fairly and reasonably. We have long believed that when we treat our customers fairly, they in turn are fair with us. Please refer to our Returns/Exchanges section for more information.

7. Do you take everything back?

We'll do our best to take care of you, but from time to time we cannot accommodate a return.

8. What shipping carriers do you use?

We currently use USPS, FedEx and UPS.  We are doing our part to reduce our carbon footprint and minimize waste.  Please note that your order may arrive in a slightly used shipping box.

9. Why is my item on back order?

Items that are not available to ship when an order is placed are on backorder and will ship at a later date. Please note that while your credit card will be authorized on the date your order is placed, you will not be charged until the item ships. We will provide you with an approximate ship date for your item(s) at the time you make your selection. Please be aware that back order dates are approximate and subject to change. We will inform you by email if this date changes.