FAQ
Please find our most frequently asked questions about our Gourmet Marshmallows.
Product
What are your marshmallows made from?
Our marshmallows are crafted using a blend of quality ingredients, including pure sugar and 100% Australian beef gelatine. Infused with a medley of flavours, we enhance our marshmallows with carefully selected elements like fruit paste, purees, nuts, biscuits, chocolate, essences, and charming edible sprinkles and decorations. For a comprehensive list of ingredients, please refer to the product page. Elevate your marshmallow experience with our thoughtfully curated flavours and ingredients!
Where are they made?
Every single one of our marshmallows is meticulously crafted in-house at our dedicated and HACCP Certified facility right here in South Australia.
Are your marshmallows suitable for vegetarians and vegan?
No, we use animal protein gelatine so not suitable for vegetarians or vegans.
Are your marshmallows Halal?
Yes, the gelatin we use in our marshmallows is Halal certified
Are you planning to make vegan marshmallows?
At the moment, we're still on the quest for a perfect recipe to craft delicious vegan marshmallows using plant-based gelatin alternatives. While our attempts have been met with challenges, we're always open to suggestions and appreciate your input. If you have a fantastic recipe in mind or any recommendations, feel free to share them with us at hello@cloudtheory.com.au. We're eager to explore new possibilities and create a sweet treat that everyone can enjoy.
What is the shelf-life of your marshmallows?
Our gourmet marshmallows are best enjoyed within 3 months from the date of production. For optimal freshness and flavour, please check the production date on the packaging and consume your marshmallows within this timeframe. For the best texture and flavour, refrigerate and bring them to room temperature 1-2 hours before serving.
How should I store my marshmallows?
Best to be stored in the refrigerator to maintain freshness and retain moisture. They will start to dry out in ambient and warmer temperatures. Keep out of direct sunlight!
Online Orders
Can I specify a date I would like my order shipped?
We completely understand that many orders placed through our online store are intended for special occasions or gifting. To accommodate your preferences, we've included a 'Desired Arrival Date' option on all our product pages. Additionally, during the checkout process, you'll find a 'Special Instructions' area where you can leave us any specific notes.
What if I am not happy with my order?
We don't bite, please contact us at hello@cloudtheory.com.au
Please see our full return policy here.
If your order arrives damaged due to shipping, please email us with a photo and we will assess whether it’s a partial refund or a full refund.
How soon will my order be dispatched?
We operate our shipping schedule Monday through Friday, dispatching most orders within 2-3 business days unless you've specified a particular date or week for delivery. While we strive to maintain this timeline, please be aware that during peak sales periods, there may be occasional delays.
If you require your order by a specific date, we kindly ask you to leave us a note at checkout. Your satisfaction is our priority, and we'll do our best to accommodate your preferences and ensure a timely delivery experience.
Shipping
What are your shipping times?
Once dispatched, order will take:
Western Australia
-Perth and surrounding metropolitan areas 2-3 days
-Regional areas 3-4 days (sometimes more depending on how remote)
Northern Territory
-Darwin 2-4 days
-Regional areas 3-4 days (sometimes more depending on how remote)
Queensland
-Brisbane and surrounding metropolitan areas 1-2 days
-Northern QLD & Regional areas 3-4 days (sometimes more depending on how remote)
New South Wales
-Sydney and surrounding metropolitan areas 1-2 days
-Regional areas 3-4 days (sometimes more depending on how remote)
Tasmania
-Hobart 2-3 days
-Regional areas 3-4 days (sometimes more depending on how remote)
ACT
-Canberra 1-2 days
-Regional areas 3-4 days (sometimes more depending on how remote)
Victoria
-Melbourne and surrounding metropolitan areas 1-2 days
-Regional areas 3-4 days (sometimes more depending on how remote)
South Australia
-Adelaide and surrounding metropolitan areas 1-2 days
-Regional areas 2-3 days (sometimes more depending on how remote)
Where do you deliver to?
We're sending marshmallow love across Australia and the U.S. right now, and we're gearing up to spread the sweetness even further! Keep an eye on our socials for updates on new countries joining the marshmallow party. Stay tuned, and let's make marshmallow moments worldwide!
How do I track my order?
For the majority of our online orders, we entrust Australia Post, ensuring a swift and secure delivery to your doorstep. When it comes to larger bulk or custom orders, we use couriers such FedEx.
Once your order is fulfilled, we'll share a tracking number with you, allowing you to follow your marshmallow journey every step of the way.
Why do you only send express?
We exclusively offer express shipping to ensure you receive your marshmallows in the freshest and fastest way possible! Our delectable treats are perishable and can start losing their freshness if not kept in cold storage for too long.
Express shipping doesn't necessarily mean immediate dispatch, but once your marshmallows are on their way, they won't be in transit for an extended period. This way, you can expect your order to arrive within the week it's shipped, assuring you of a delightful and fresh marshmallow experience.
Custom Orders & Wholesale
Do you do custom orders?
We do offer custom orders for orders over $200. Please email us at‘hello@cloudtheory.com.au’ for a quote.
Do you offer wholesale orders?
We are accepting wholesale orders for a limited product range. If you are interested please email us at hello@cloudtheory.com.au.