FAQ

About iScream

Q. May I know iScream’s outlet operating hours?

A: Daily from 10.00 a.m. to 10.00 p.m.

 

Q. What are the latest promotions going on?

A: Please visit iScream Facebook fans page or call to our toll free line at 1300-88-7929 for further enquiry.

 

Q. What are iScream best seller flavours?

A: Mocha De Helado, Strawberry Bites and Cookies n’ Cream.

 

Q. Does iScream offer party package?

A: Yes, please kindly call our toll free line at 1300-88-7929 for further enquiry.

 

Q. I’m allergic to nuts / eggs, which product(s) I shall avoid taking from iScream?

A: Since one of the major ingredient for premium ice cream is egg yolk, so our iScream products also consist of egg yolk.

 

Q. Is iScream's ice cream suitable for vegans?

A: No. Our products are consist of dairy ingredients and egg. 

 

Q. Is iScream ice cream certified halal?

A: We are in the process of applying the halal certification.

 

Purchase 

Q. How do I place an order?

A: Click into the Products category and select the type of products you wanted to buy, choose quantity and flavours, proceed to payment and you may enjoy the iScream products upon delivered.

 

 

Q. Can I have mixed flavours (more than 1 flavour) for single pints?

A: No.

 

Q. Does online purchase set any minimum order?

A: No, please order base on the available product shown on our web store.

 

Q. Can I request for custom made item / flavour?

A: Yes, you may choose your flavor for certain iScream products, please refer to our product list for your choice of flavour.

 

Q. My selected items don’t meet the minimum quantity requirement, can I still make a purchase online?

A: No, you can’t proceed any further when the quantity doesn’t meet the requirement. However, you may visit iScream outlet to purchase in store.

 

Q. Can I purchase an item for somebody else as a gift?

A: Yes, please kindly specify the deliver address and the name of the person who will  receive the iScream products.

 

Q. Can I add a personal message to my order?

A: Yes, a message column will be provided for you to write a personal message to your loved ones.

 

Q. My order is a gift, will the pricing information be sent to the recipient?

A: No, an e-invoice will only be sent to your registered email account.

 

Q. I’m having difficulties dealing with online purchase system, who shall I contact with?

A: Please kindly call our toll free line at 1300-88-7929 for further enquiry.

 

Q. Can I make pre-order and arrive on a specific time and date?

A: Yes, please kindly specify your delivery date and delivery time zone in your order and we will make sure the iScream products will reach the destination as per your wish.

 

Q. Do I get any discount when I buy in bulk?

A: For bulk purchase, please kindly call to our toll free line at 1300-88-7929 for further enquiry.

 

Q. Do you provide ice cream food service?

A: Yes we do, please contact us at +60124694790 (Khairul)

 

Payment

Q. I don’t have credit card, can I still make a purchase online?

A: Yes, iScream also accept iPay88, Visa, Mastercard, Maybank, Alliance Bank, FPS, Web Cash, Public Bank, RHB, Ambank, Mobile Money, Hong Leong Bank, CIMB Bank and Bank Islam.

 

Q. Why my order / payment were declined?

A: Please kindly call to our toll free line at 1300-88-7929 for further enquiry.

 

Q. What payment methods does iScream accept?

A: iScream accept iPay88, Visa, Mastercard, Maybank, Alliance Bank, FPS, Web Cash, Public Bank, RHB, Ambank, Mobile Money, Hong Leong Bank, CIMB Bank and Bank Islam.

 

Q. Can I trace my delivery status?

A: Yes, upon collection by the courier service, a tracking number and the courier service customer care number will be SMS to you for real time tracking purpose.

 

Q. Can I cancel a purchase after payment is done?

A: No.

 

Q. Can I make changes after payment is done?

A: No.

 

Delivery and Shipping

Q. What is your shipping method?

A: We ship our ice cream via No.1 Japanese Door-to-Door courier service, TA-Q-BIN, with a low-temperature controlled Cold Truck.

 

Q. Why I need to verify the delivery location’s postcode?

A: TA-Q-BIN provide delivery service to certain locations only, please kindly key in your delivery location’s postcode to ensure the delivery zone availability before placing any order.

 

Q. How long does it take to deliver to door step?

A: We will deliver the iScream product to your doorstep within 3 working days (exclude Sundays & Public Holidays), i.e., order today, deliver tomorrow and reach destination on the following day.

Please also take note that our daily order cut off time is 3.00pm. All orders placed after 3.00pm will be considered as next day orders.

 

Q. Which area is available for delivery services?

A: Please kindly key in your postcode into the system and it will inform you whether you are within the delivery zone.

 

Q. Will my purchased items arrive in frozen?

A: Yes, all our iScream frozen products will be delivered at -18 Degree C by the cold truck to your door step. 

To ensure that the product remains frozen, we encourage you to place the product in the freezer immediately upon arrival. We cannot be responsible and will not refund an order for ice cream that melts as a result of improper storage after delivery.

 

Q. What if there’s no one at home when the ice cream arrive?

A: The delivery service will make another attempt on the same day if undelivered on the first attempt and a courtesy call will be made by the delivery man.

 

Q. What is your return policy?

A: At iScream, we value your relationship with us and want to ensure your satisfaction. If the goods are faulty we will meet our obligations 
under the Malaysian Consumer Protection Act.

If the order has already been dispatched, refund will not be available. Because our products are perishable, we cannot accept returns or exchanges. We cannot be responsible if a package cannot be delivered or is delayed due to an incorrect shipping address being given to us.

We advise that you check your goods on arrival. If there is a mistake with the order or if there is something wrong with the product, 
please contact us immediately at 1300-88-7929, we’ll reship your order on the next shipping day or issue you a full refund.

 

Q. How long will the ice bag last?

A: Approximately about 45 minutes to 1 hour.

 

Q. Are there any delivery charges for online purchase?

A: Yes, the system will configure your order and inform you about the delivery charges before confirmation of order.

 

Q. Can I pick up the iScream products at iScream’s outlet?

A: Yes, please specify in your order if you wish to pick up the iScream products at our outlet.

                                                                                                                             

Q. Do I receive an order confirmation / invoice for my order?

A: Yes, once payment have made, an order confirmation will be sent to your email account follow by an e-invoice.

 

Q. I did not receive any confirmation email after I place an order

A: Please kindly check your spam folder or junk email filter, make sure you key in the correct information before check-out.

 

Q. How to calculate my shipping cost?

A: Standard shipping charge on a flat rate ( RM31.80 for delivery within Klang Valley) per box.

 

 

Miscellaneous

Q. Can I retrieve my forgotten account details?

A: Yes, please key in the e-mail address associated with your account and select “forgotten password”. Click on the submit button to retrieved your password through e-mail.

 

Questions did not appear in FAQ section? Kindly contact us at: 1300-88-7929