FAQ

How does my online order not melt during delivery to my place?

Our fulfillment center packs our product on enough dry ice to ensure that it stays frozen for up to five days.

We use FedEx two day ground shipping that gets shipped directly from our fulfillment center to your front door ensuring that the product does not melt!

What is your online return policy?

We partner with Route, the leader in package protection and tracking solutions to make sure your ice cream and chocolate experience is perfect.

If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/

Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form. 

In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed.

*Claims for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises."

Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.

What is Route and how do I track my order?

Route is a mobile app that allows you to visually track all of your online orders in one place. No need to dig  through your email for tracking numbers, dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.

You can download the Route app here.

How many net carbs are there in your products?

Keto Foods ice cream pints contain 3g net carbs per serving, and each pint is 3 servings. 

Each ice cream bar counts as a single serving and contains 2g net carbs per bar.

Our chocolate bars contain 1g net carbs per serving, and each bar is 3 servings.

Total Carbs - Fiber - Sugar Alcohols = Net Carbs.

Is there sugar in your products?

Our products contain a small amount of sugar that comes naturally from the lactose used in our ingredients.

However, there are no added sugars as our products are sweetened naturally with organic monk fruit and stevia. 

Do your products contain nuts?

Our Peanut Butter Cups, Peanut Butter Cup Ice Cream Pint, and Peanut Butter Cup Ice Cream bars contain nuts.

We process our products in a facility that uses tree nuts, peanuts, and wheat.

All of our ice creams are manufactured on the same equipment, however, they are thoroughly sanitized between every batch.

If you or someone you know has a severe nut allergy we always recommend consulting a doctor before consuming.

Are your products safe for pregnant women?

Yes, the dairy and eggs we use to make our products is pasturized and safe to consume for women who are pregnant.

However, we do recommend that you consult a doctor or healthcare professional regarding any concerns prior to consumption.

Are your ice cream pints chalky like other keto ice cream brands?

No way! Our ice cream pints and ice cream bars are not chalky in texture!

There are two attributes that make our products "freeze harder" than other ice creams: the high buttermilk fat percentage and the lack of added sugars.

We recommend removing your ice cream from the freezer for 20 minutes before enjoying!

What is monk fruit? Is it natural?

Monk fruit is a small round fruit native to southern China and has been used for centuries in Eastern medicine as a cold and digestive aid, More recently, it's being used as an alternative to sweeten foods and beverages.

Monk fruit sweeteners are created by removing the seeds and skin of the fruit, crushing the fruit, and collecting the juice. The fruit extract, or juice, contains zero calories per serving.

Monk fruit sweeteners are permitted for use in foods and beverages by the U.S. Food and Drug Administration (FDA).

Do you use rBST-free milk?

We use milk and cream from cows that are not treated with the growth hormone rBST.

No significant difference has been shown between cows from rBST treated and non-RBST treated cows.

Can I enjoy Keto Foods products if I have diabetes?

Yes! We are a great snack for diabetics. Our ice cream and chocolate products are crated to include no added sugar and use ingredients that are low glycemic to reduce insulin secretion, having minimum effects on blood sugar levels.

How do you calculate net carbs?

To calculate net carbs you simply take the grams of carbohydrates minus the grams of dietary fiber as well as sugar alcohols.

For Example: Carbs - Dietary Fiber - Sugar Alcohols = Net Carbs

How has COVID impacted your ice cream?

We are doing everything in our power to create a safe and healthy buying experience and are aware that special circumstances could arise because of the pandemic.

Due to the perishable nature of our products, returns & refunds may be subject to a case by case evaluation.

If you receive a defective product and are unable to return item(s) to your store please send all concerns to our team at info@upstaricecream.com within 24 hours of original purchase.