FAQ
TOP FAQs
Q: Where can I buy Cloud 10?
A: You can purchase our pints and sauces at any one of our locations in Houston and at Whole Foods in Midtown. Click the where to buy link to find a creamery near you.
Q: How much does shipping cost?
A: Shipping cost is calculated based on the zip code of your shipping destination.We offer express shipping through Priority Overnight, you will receive your frozen goods the day after being shipped. Please keep in mind, inclement weather, peaks months, or a variety of other unforeseen circumstances may make this time longer.
Q: What's your return policy?
A: All sales are final. We have quality packaging to keep your product frozen, in the event, your ice cream arrives not in this condition we will reship the order at our cost. Contact customer service at ________________________
Q: Do you have gift cards?
A: Yes, our gift cards are redeemable at all Cloud 10 locations. You can purchase gift cards in the store.We will eventually offer interchangeable gift cards that can be purchased and redeemed in both places, stay tuned.
Q: Do you have any gluten-free flavors?
A: Many of our ice creams and sorbets are gluten-free. You can see the full list here.(Check on website for flavors)
Q: Do you have dairy-free flavors?
A: Our sorbets are dairy-free(Check on website for flavors)Yes, we offer non-dairy ice cream that still tastes like ice cream. Many of our ice creams and sorbets are gluten-free. You can see the full list here. (Check on website for flavors)
COMPANY FAQs
Q: Do you franchise?
A: Unfortunately, we don't franchise. We own and operate all locations, which allows Cloud 10 to focus on quality products and services that create a unique experience exclusive to our customers.
EVENTS & CATERING FAQs
Q: Does Cloud 10 cater to weddings, parties, or events?
A: Yes—in the Houston area. Please contact Marketing@Balcorh.com If you're interested in having Cloud 10 at your event.
PRODUCT FAQs
Q: Where can I find ingredients and nutritional information?
A: Our ingredients lists, nutrition labels, and allergen information is located here. (Link website)
Q: I have a nut allergy, Cloud 10 safe for me?
A: We follow best practices such as washing, rinsing, and sanitizing equipment between each flavor to ensure anyone with any restrictions can enjoy our flavors. As a company, our production standard is to organize and process goods from the least amount of allergens to most.
Q: Do you have gluten-free flavors?
A: Many of our ice creams and sorbets are gluten-free. You can see the full list here.(Link website for flavors)
Q: Do you have vegan flavors?
A: Yes, all of the sorbets are vegan
Q: Are any of your flavors sugar-free?
A: Unfortunately, no.
Q: Are your ice creams Kosher?
A: Unfortunately, no.
Q: How do I know which flavors the local grocery carries?
A: Flavors are rotated at Whole Foods Midtown; please make sure to call the store for the featured flavors.
Q: How long after I open a pint is the ice cream still good to eat?
A: We recommended that you eat the ice cream within two weeks after you've opened the pint. To preserve the ice cream, place a piece of wax paper to prevent an icy layer from rimming atop the ice cream.
Q: I've just received my order in the mail, and I am eager to indulge as the ice cream is rock solid when it arrives, can I thaw them my ice cream out in the microwave?
A: Our ice creams are crafted to perfection; we advise that you don't place it in the microwave because it will ruin the quality of the creamy goodness you've been anticipating. Please put the pints on a flat surface. Individually. Allow 10 minutes or until there is some give in the pint upon squeezing, for best results.
Q: I want to order a collection, but can I substitute a flavor?
A: Unfortunately, we cannot support flavor substitutions at this time. We allow you to customize a collection of flavors by selecting from all the creamy flavors that are listed.
SHIPPING FAQs
Q: How do you ship ice cream?
A: We use a method of insulated packaging with enough dry ice to ensure that the contents remain frozen — the temperature inside the box increases, surpassing the temps of a freezer at -103. Guaranteeing for your creamy goods will be frozen well into the evening of the delivery date.
Q: How much does shipping cost?
A: Shipping cost is calculated based on the zip code of your shipping destination.
Q: Overnight shipping?
A: We offer express shipping through Priority Overnight, you will receive your frozen goods the day after being shipped. Please keep in mind, inclement weather, peaks months, or a variety of other unforeseen circumstances may make this time longer.
Q: Where all can you ship?
A: We ship to all 50 United States and the District of Columbia, via FedEx, but do not ship internationally at this time, sorry.
Q: Which days of the week can your ice cream be delivered?
A: We deliver every day of the week except for Sunday and Monday. Please note that not all shipping destinations are eligible for Saturday delivery.
Q: Is there a minimum order?
A: Yes, there’s a 4 pint minimum per order.