General Terms & Conditions:
We reserve the right to refuse any order for whatever reason. We also reserve the right to cancel any purchase (an order already accepted by us) in the following situations:
- The product is not available / in stock (any payments will be refunded)
- Your billing information is not correct or not verifiable.
- Your order is flagged up by our security systems as an unusual order or an order
susceptible to fraud.
- We could not deliver to the address provided by you.
We may ask for proof of identification or proof of billing address due to security reasons in our measure to prevent fraudulent orders from being processed. Please check your inbox and spam inbox after placing your order to see if your order requires verification.
Do you guys ship internationally?
How come you guys have different products than the Europe and Japan store?
From time to time we release exclusive products that are only available to purchase at bbcicecream.com and our NYC Flagship store. Our respective webstores and Flagship stores in London and Tokyo also produce exclusive items which we may not stock.
How can I pay for my order?
We accept the following credit and debit cards; Visa, Visa Debit, and MasterCard. We also accept PayPal, PayPal allows you to pay securely with either your credit card or PayPal account. No account sign up is required and it is free.
Do you ship to my country?
We only ship within the United States of America.
Can you ship to my work address?
Yes, you can enter an alternative delivery address at the checkout. We do not however ship to PO Box addresses under any circumstances.
I picked the wrong size/color/item. Can I change my order before it ships?
To correct your mistake please e-mail us at firstname.lastname@example.org. In the subject heading please write your order number and your name. In the e-mail specifically tell us what item you would like to receive instead. If we are able to successfully make the exchange you will receive an e-mail confirmation. Please note: this process may delay the shipping of your order by 1-2 business days.
If the item/size/color is unavailable you may keep the original order item as is or opt to receive store credit.
How will my order will be shipped?
All orders are shipped via UPS. Due to volume, orders take approximately 1-2 days to process. For customers that select UPS Next Day Air, to ensure that your order will arrive the following business day it MUST be placed prior to 9AM Eastern Standard time. All orders who fail to meet that criteria will have their order processed the following business day. Orders over $100 will require a signature for package delivery. (This must be obtained in-person; a signature left on the UPS notice does NOT qualify.)
How can I track my order?
You will receive a shipping confirmation via email when your order has been processed and shipped, this email will contain a tracking number which you can use to track the status of your order online.
Do I need an account to place my order?
Accounts are completely optional, but by registering an account you will only have to fill in your address once and it will be saved with us.
We currently give customers the option for free UPS ground shipping for orders $100 and over. During checkout, please select “Free Ground Shipping”. This option will only appear when you have an amount of $100 or more in your cart during the checkout process.
ALL SALES ARE FINAL. Please review your order and selections carefully before placing the order. Returned items must be unused, in original packaging, and with original garment tags still attached, they should be sent back to us within 14 days from purchase date. Returned goods can be exchanged or you may receive store credit. You are responsible for the cost of returning your order.
Several types of goods are exempt from being returned. Perishable goods such as magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. Additional non-returnable items: Gift cards, Downloadable software products.
- Send an email to email@example.com including your full name and order number as it appears on your order confirmation. The subject heading must read: RETURN/EXCHANGE ORDER # (enter your order number here). In the body of the e-mail please describe the reason you are returning the item. Once you have received confirmation from us you may proceed to follow Step 2.
- Post back back your return via an insured and trackable delivery method to the following address:
ATTN: Web Department/Returns
7 Mercer Street
New York 10013, New York
Returns sent back to us which have not been confirmed via email will take longer to process and may be refused. bbcicecream.com is not responsible for returned orders which are either lost or damaged, this is the sole responsibility of the sender. Once the return is processed we will send you a Gift Certificate for the amount of the item. All gift certificates will be sent electronically to your e-mail. Store Credit can be ONLY used at our Flagship store and BBCICECREAM.com.
Do I have to pay for the shipping costs?
The customer is responsible for the cost of returning an item to us. In the case of faulty or incorrect items, BBCICECREAM will cover the cost for the return shipping charges.
To make an exchange follow the return steps above. When emailing us clearly state what item, size and color you would like as your exchange. This way we can hold your requested item until your return arrives. We send out all exchanges free of charge.
I received the wrong item. What do I do?
Prior to contacting us please check your order to ensure you did not receive the correct item. Contact us at firstname.lastname@example.org with your order number and name in the subject heading. We will send you a return label so you can ship the item back to us. Once we receive the item we will send you out the correct one.
If the item you ordered is unavailable we can offer you another item of equal or lesser price. You may opt to receive a refund as well.
If you have any more questions please contact us using the information below:
Email us: email@example.com
Customer Service: 212-625-8400
Flagship Store: 212-777-2225