We want your ice cream to be the perfect treat every single time. Our top priority continues to be the quality and the safety of our products.

If your ice cream is covered in ice crystals, this is likely caused by freezer-burn or a storage issue.

The quality of ice cream is dependent mainly on how it is kept. Once ice cream melts, the texture and taste will change. The quality of all our products, especially those that require special storage, are maintained throughout our manufacturing and distribution process including temperature-controlled vehicles to all of our retailers' locations in order to prevent any incidents.

Ice crystals would indicate that the product was not stored in optimal conditions, which caused the ice cream to melt and re-freeze. Several factors may cause this, such as if the ice cream was placed at the very top of a deep freezer box or if it was left at room temperature for too long. This could at times also have occurred from improper storage at the retail or store level. 

We are generally able to assist with any known manufacturing errors and would recommend that all issues related to storage be brought to the attention of a store manager.

We would be happy to share the details of your experience with our Quality Assurance team for their awareness.

Please provide:

• UPC code (bar code that is scanned at the store)
• Manufacturing code and best before date (series of numbers and letters printed in ink)
• The store and location where the product was purchased
•  Where you found the product in store (for example closed freezer or an open freezer box)
• Photo of the issue with the product or a copy of your receipt

We recommend trying these tips to ensure that this doesn’t happen again:

• The easiest way to prevent freezer burned ice cream and ice crystals from forming on the product once you have brought it home is to press clear plastic wrap directly on the ice cream before closing the lid (tightly). 
• Avoid thawing and refreezing of your frozen treats - this can create small slivers of ice in fine ice cream and can diminish its quality, causing it not to taste as flavourful.
• Minimize the time between the purchase of the product and the journey home. A lengthy period of time outside of the freezer may affect the quality of the product. Some consumers pack a cooler for the trip home.