This Refund & Return Policy explains how ICYVIBES GROUP INC. (“icyvibes,” “we,” “us,” or “our”) handles returns, refunds, cancellations and exchanges. It applies to purchases you make at our two Quebec stores, on the website icyvibes.ca, through the icyvibes mobile app, and through our online ordering — and it explains what happens when you order through a third-party delivery app. This policy is effective July 7, 2026.
1. Our promise
We want you to love what you get from icyvibes. If we made a mistake, we'll make it right — quickly and without a fuss. At the same time, we sell fresh, perishable food, so a few common-sense rules keep things safe and fair for everyone. The short version: tell us right away if something's wrong, and we'll do our best to remake it, replace it, or refund it.
Because our products are made in facilities that also handle nuts, dairy, gluten, soy and eggs, cross-contamination is possible. If you have an allergy, please tell staff before you order. A change of mind about a food item after it has been prepared is not the same as an order that was made incorrectly, and the sections below explain how each is handled.
2. In-store purchases
Ice cream, desserts and other prepared food bought in store are generally final sale once they've been made and handed to you. That's a food-safety reality, not us being difficult.
That said, if something is wrong — the wrong flavour, a mistake in your order, a quality problem, or an item that doesn't meet our standard — please tell a team member right away, while you're still in the store or as soon as you notice. We'll remake it, replace it, or, at the manager's discretion, refund it. Bringing the item back (or most of it) and having your receipt helps us sort it out fast.
Our stores:
- Dollard-des-Ormeaux — 3671B Boul. Saint-Jean, Dollard-des-Ormeaux, QC H9G 1T2 · 514-624-7000
- Sainte-Anne-de-Bellevue — 79 Sainte-Anne St, Sainte-Anne-de-Bellevue, QC H9X 1L9 · 514-457-1000
3. Made-to-order items
Custom and made-to-order items — such as custom ice-cream cakes, macarons, sharing platters, chocolate-coated strawberries and knafeh — are prepared specially for you and usually require 1–2 days advance notice. Because they're made to your specifications, the rules are a little different.
- Deposit / prepayment: We may ask for a deposit or full prepayment to confirm your order. Once we've started production or purchased ingredients specifically for your order, that deposit may be non-refundable, in whole or in part.
- Cancelling or changing an order: To cancel or change a made-to-order item without losing your deposit, please contact the store as early as possible and before production begins — ideally at least 24 hours before your scheduled pickup. Once we've started making it, we can't refund the work and ingredients already committed.
- Pickup: Please pick up your order at the agreed time. Custom items are perishable and are held for you; we can't guarantee freshness or hold items indefinitely, and orders not picked up may not be refundable.
- Something wrong with a custom order: If your finished item has a genuine error or quality problem, contact the store right away and we'll work with you to fix it, remake it, or refund it as appropriate.
4. Online orders (Mealsy, later Silverware)
Online orders placed for pickup through our ordering system (currently powered by Mealsy at onlineordering.mealsy.ca, transitioning to Silverware in future) are prepared fresh once your order is confirmed.
- Before we start preparing: If you need to cancel or change an order, contact the store that's making it as soon as possible. If we haven't started preparing your food, we can usually cancel it and refund you in full.
- After preparation starts: Once your order is being made, we generally can't cancel it, since the food is perishable. If there's a problem — missing items, the wrong order, or a quality issue — contact the store promptly and we'll remake it or refund the affected items.
- Refund method & timing: Approved refunds go back to your original payment method. Depending on your bank or card issuer, it can take a few business days to appear on your statement.
- Who to contact: For anything about an online order, contact the store that prepared it (numbers above) or reach our general line at 514-500-9797. Have your order number and the email or phone used to place it ready.
5. Third-party delivery orders
When you order icyvibes through a third-party delivery marketplace — DoorDash, Uber Eats, or SkipTheDishes — your order, payment, delivery and pricing are handled by that platform under its own terms and refund policies, not ours.
For refunds, missing or incorrect items, late or undelivered orders, or payment issues on those orders, please request help directly through that app or its customer support — that's the fastest way to get a refund, because they hold the payment. You can also let us know at the store or through our contact details below so we can look into the food-quality side and improve, but refunds for third-party delivery orders are issued by the platform.
6. Gift cards
Gift cards are available in store now, with online gift cards launching soon (via Silverware). Please treat a gift card like cash:
- Gift cards are non-refundable and are not redeemable for cash, except where Quebec law requires otherwise.
- Gift cards don't expire and don't lose value, in keeping with Quebec's rules on prepaid cards.
- We're not responsible for lost or stolen cards, and a lost or stolen card generally can't be replaced or refunded. Keep it safe.
- Purchases paid for with a gift card that are later refunded are normally credited back to a gift card, not to cash.
7. Vibes Club points & rewards
The Vibes Club loyalty program lets you earn 1 point per $1 spent and redeem 500 points for $5 off, plus a free birthday treat. Points and rewards:
- Have no cash value, are non-refundable, and cannot be exchanged for money.
- Can't be bought, sold or transferred, and are only redeemable as described in the program.
- If a purchase that earned points is later refunded or cancelled, the points earned on that purchase may be reversed. Likewise, if you redeemed points on an order that's then refunded, we may return the points instead of cash for that portion.
8. Merchandise (Softy merch)
For “Softy” branded merchandise:
- You may return unused, unworn items in their original condition within 14 days of purchase with proof of purchase (receipt or order confirmation).
- We'll offer an exchange or a refund to your original payment method for eligible returns.
- Shipping costs, where they apply, are non-refundable, and return shipping is your responsibility unless the item was defective or we made an error.
- Defective or incorrect items will be replaced or refunded at no cost to you — just contact us.
- Certain items may be marked final sale and can't be returned or exchanged except where they're defective. Free downloadable coloring pages have no monetary value and aren't returnable.
9. Events & catering deposits
Events and catering bookings usually require a deposit to reserve your date and confirm the order. Deposit and cancellation terms are set out in your booking confirmation or quote. As a general rule:
- Your deposit holds your booking and may be applied to your final balance.
- If you cancel, whether your deposit is refundable depends on how much notice you give and how far we've gotten with ordering ingredients and preparing your order. Deposits generally become non-refundable once we've begun purchasing or preparing for your event.
- To cancel or reschedule, contact us as early as possible so we can work with you.
The specific terms in your booking confirmation apply to your event.
10. How to request a refund or return
The fastest route depends on where you ordered:
- In-store or online (Mealsy/Silverware) orders: contact the store that made your order, or call our general line.
- DoorDash, Uber Eats or SkipTheDishes orders: request your refund through that app first (see Section 5).
- Merchandise, gift cards, Vibes Club, events or anything else: reach us using the details below.
To help us sort it out quickly, please include:
- Your name and the best way to reach you
- Your order or receipt number and the date of purchase
- Which store or channel you ordered from
- A short description of the problem, and photos if it's a quality or accuracy issue
11. Your consumer rights
Nothing in this policy limits or replaces the rights you have under the Quebec Consumer Protection Act or other applicable laws of Quebec and Canada. Where this policy and your legal rights differ, your legal rights prevail. This policy is governed by the laws of the Province of Quebec and the federal laws of Canada applicable therein, and any disputes fall under the courts of Quebec (district of Montreal).
12. Contact us
We're happy to help — please reach out:
- Email: info@icyvibes.ca
- General phone: 514-500-9797
- Website: icyvibes.ca
- Dollard-des-Ormeaux store: 3671B Boul. Saint-Jean, Dollard-des-Ormeaux, QC H9G 1T2 · 514-624-7000
- Sainte-Anne-de-Bellevue store: 79 Sainte-Anne St, Sainte-Anne-de-Bellevue, QC H9X 1L9 · 514-457-1000
For privacy-related questions, you can also reach us at privacy@icyvibes.ca.