Support

Email: onlineorders@homeicecream.com
National Enquiry Line: (07) 4699 9980
During Office Hours 8.00am to 5.00pm, Monday to Friday.

CoolCube - Frequently Asked Questions

To view General Frequently Asked Questions about Home Ice Cream, Click Here

Can anyone purchase online?

Yes! Now we've created online ordering Australia wide whether you're home or not! If you are home when your driver comes, place your order to guarantee your delivery and make it easy for you with plenty of payment options.  If you're not home, order using our Cool Cube system. See below this for more details.

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What if I'm not home when my driver comes but I've chosen

Your order will automatically default to the following fortnight's delivery and we suggest you make sure you're home!  You will need to contact your driver to confirm this. Otherwise please contact your driver and they will organise a refund within 72 hours of notifying us.

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Is there a limit to the amount of product I can purchase online?

No, not when you're going to be home to receive your delivery! For Cool Cube deliveries, you are limited by the amount of product that can fit in your Cool Cube. There is more information about this further down on this page.

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What's the latest I can order online?

There is a 48 hour cut off from the time of delivery for online orders so get in early and place your order a few days before delivery so you don't miss out!

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What's the time frame for delivery?

We allow a three hour window for delivery as our driver's may run early or a little behind schedule so we've tried to cover the time frame in which they may run too. If you have any queries at all, just contact your driver via their mobile number on your invoice.

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Do I need to plug the Cool Cube® into a power point or use batteries for it to stay frozen?

Neither, Home Ice Cream has its own unique “deep chill” freezer bricks for the Cool Cube® capable of keeping ice cream completely frozen below minus 18ºC.

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How do I keep the Cool Cube® “deep chill” freezer bricks frozen until the next fortnight’s ice cream delivery, I don’t think my freezer will freeze cold enough?

No need, we will remove your thawed “deep chill” freezer bricks and replace them with new fully charged frozen bricks along with your ice cream delivery.

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Do I need to hurry home from work before my ice cream melts?

No, the ice cream inside the Cool Cube® will remain completely frozen for 8 hours, or more. In fact, trials completed by Home Ice Cream have seen the Cool Cube® maintain its frozen state for well beyond 10 hours!

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What if someone steals the money that I leave out for the ice cream delivery?

Can’t happen, you have already paid for your ice cream securely on-line.

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Are Home Ice Cream treats more expensive to buy using the Cool Cube® delivery system?

No, the Cool Cube system is very affordable. Once you have purchased the Cool Cube® itself, at minimal cost, you buy Home Ice Cream products at normal catalogue prices. There is no cost for recharging the "deep chill" freezer bricks.

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Could I use my Cool Cube® for fishing trips?

Ewwwie! No way, the bait and fish guts make your ice cream taste funny!

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Will Cool Cube® Delivery be available in Unit Complexes or Gated Communities?

Delivery to unit complexes & gated communities are available at the sole discretion of the driver.  If you live in a multi-level unit dwelling or high rise complex, delivery may not always be achievable in which case a full refund will be given and you will be notified within 72 hours.

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What is the storage capacity of the Cool Cube®?

The Cool Cube® system uses a volume rating for each of the different sized boxes that Home Ice Cream sell and each is given a unit value, so when you select what products you wish to purchase the system will show you your Cool Cube® status and also when you have overloaded your Cool Cube®. You can then remove or add products as you like until you have exactly what you wish to purchase then click on the "Checkout" button and proceed to the secure payments page to complete your order. The Cool Cube® volume is 26 Litres.

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What is the cut off period for delivery?

Two full days vending days are required prior to the delivery date.  If you place your order inside of the two days prior to delivery, the system will allocate your delivery on the following fortnight.  Monday through Saturday are vending days.

Eg: If you order on a Friday and your delivery is the coming Monday, it will allocate your delivery date to the following fortnight.  You would need to order on Thursday to allow time for the system to process your order.

If you order on Monday and your delivery is Thursday, you will receive your delivery the same week you placed your order if that is your correct fortnightly delivery.

 

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I have moved... Can I still have Cool Cube® delivery?

To create an account with Home Ice Cream, your current address has been approved for Cool Cube ® with the fortnightly delivery service being offered in your street.  If you move to a different location, delivery may not be achievable if Home Ice Cream or Cool Cube ® is not yet available in that area. To find out, simply type your address in the online system and check!

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Can I re-freeze my bricks to use them again?

No... Once our "deep chill" freezer bricks have discharged their cold (maximum of 8hrs) they must be re-charged in our very low temperature freezer rooms.  This is why you are asked to exchange your bricks with your next delivery from our Franchisees.  Household freezers or deep freezers will not freeze your bricks cold enough to hold your ice cream frozen.

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