FAQs
Want to find out more about Denali Flavors and Moose Tracks ice cream? Then this is the place for you! Below are the questions we get asked most often—all in one convenient location. Simply click on the question and “poof”, the answer will appear.
- Where can I find one of your products?
Denali’s ice creams are produced by 85 regional and local dairies across the United Stares and come in a variety of packages – which sometimes can make them hard to find. As such, we’ve created a handy product locator database that allows you to search the country for the flavor you want at a store near you. Simply click here to get to it.
- I found a product that didn’t have the right amount of cups, chocolate, or other issue
We’re sorry that you’ve had a bad experience with one of our ice creams.
We’re sure you just got a bad container. We have not changed our formula in any way, and our dairy/grocery partners who produce our ice creams do so to very firm specifications. However, every once in a while small problems do occur – the fudge is light in one product, there are fewer peanut butter cups in a unit or two on another product, etc. In most cases, this is simply a manufacturing error and it occurs very infrequently.
Of course, we want to make this right for you – you should get a good product every time you buy Moose Tracks. Simply send us a note explaining your problem and including the following information:
- Distributed or Manufactured Statement (on the back of the carton)
- UPC Bar Code Number
- Any ink-jetted codes on the container
- Brand name if other than Denali that is above the (product name) logo
- Your name and address if you want the dairy to contact you in regards to reimbursement.
We’ll then communicate this to the dairy that made your product and they’ll contact you.
Thanks for your interest in Denali’s ice creams.
- The product I have is icy and dry. What's wrong with it?
This problem is commonly referred to as “freezer burn” and can be attributed to the ice cream thawing a bit and refreezing – maybe even several times. The most likely causes of freezer burn are letting the ice cream sit out too long (either in the grocery aisle while stocking it, while transporting it home, or at home while serving it) and malfunctioning freezers (in stores or at home). Ice cream manufacturers formulate their ice creams with this in mind, but severe situations such as this can not be accounted for.
Generally when we receive a product quality issue, we work with the dairy that made our product to help out the consumer (you) and make sure it is made right. In this situation, it sounds as if the dairy is not at fault. We suggest you return the product to the store and tell them what happened. They may reimburse you – some stores do something like this since it’s an issue they likely deal with frequently.
If you’d prefer that we contact the dairy anyway, we’d be happy to do that – we want you to be happy with our products. Simply send us a note explaining your problem (need link to contact us form here) and including the following information:
- Distributed or Manufactured Statement (on the back of the carton)
- UPC Bar Code Number
- Any ink-jetted codes on the container
- Brand name if other than Denali that is above the (product name) logo
- Your name and address if you want the dairy to contact you in regards to reimbursement.
We’ll then communicate this to the dairy that made your product and they’ll contact you.
Thanks for your interest in Denali’s ice creams.
- How can I get more of your flavors in my grocery store?
Your best chance of getting more of Denali’s ice creams in your store is to ask the manager of the store to carry the product. If enough people request an item, stores will carry it as they want to offer products their customers like.
- Where did the name Moose Tracks come from?
Like many brands, Moose Tracks is not meant to be a description of the product. Just like “Tide” is a brand that doesn’t describe that the product is a detergent or “Snickers” doesn’t describe a candy bar, Moose Tracks isn’t meant to describe the product it represents. It’s simply a brand name.
How was that name created? It was developed as a cute, quirky, fun name that would generate curiosity and interest in the product. This was then translated into our logo that includes both the moose (head) as well as the tracks (footprints) of the moose.
- I love your product!
Ok, it’s not really a question, but since we get a lot of emails saying this, we thought we’d add it here anyway.
Thank you for being a fan of Denali ice cream! We’re so glad you like it. And thanks for your enthusiasm. Your passion for our product really means a great deal to us.
If you feel so led, we’d really appreciate you telling others about Denali’s ice creams. We heavily rely on our satisfied customers to tell others about Moose Tracks, Caramel Caribou, Bear Claw and our other great flavors. You probably have friends that would enjoy our ice creams as much as you do. O.k., maybe not as much as you do, but they’d still enjoy them a lot.
- I'd like to buy one of your items in a larger size for a party or larger quantity
The best way to buy larger quantities (3 gallon bulk or 12 half gallons) of a Denali item is to go to the retailer where you buy it and ask them to order it for you in the quantity you desire. They will be happy to do that for you.
- Can you donate to my ministry, church, or organization?
While it’s true that the owners of Denali give a substantial portion of the company’s profits to non-profit organizations, they are not currently entertaining proposals for new giving opportunities. They feel led to only give to organizations that they know personally, and as such they direct funds to groups with which they have very close connections. In fact, they spend a good amount of their time traveling and serving with these organizations, seeing the fruit of their gifts and efforts.
- Do you sell Moose Tracks Fudge?
Currently, we do not have a Moose Tracks fudge sauce for sale, but we’re working on it. It may take some time to get it right, find the right partner to make it, etc., but we certainly want to do this. Keep an eye out at your local grocery store – it could be there in a year or so.
- Can I order products directly from you?
We don’t offer any direct sales since ice cream is very hard and expensive (around $100 for 6 pints) to ship (it has to be frozen with dry ice) and we have an extensive network of partners and retailers who sell our ice cream and we don’t want to compete with them. However, we do sell branded products such as t-shirts, beach towels, hats and the like. If you’re interested in these, please visit our store (link).
- Do you support the national parks?
We do support Denali National Park and the state of Alaska, though our support does not come in the form of a donation or volunteerism. Instead, it comes through the substantial advertisement and written recognition we give on our labels and our website. Several million impressions each year are made to consumers who see and buy our products and get a positive view of these natural resources. This exposure and positive promotion is much more substantial than any donation or time we could give.
Denali Flavors will continue to promote the wonderful benefits of the state of Alaska and Denali National Park and will continue to serve as a vehicle for consumer awareness.
- How do I send you a comment, suggestion, etc.?
Simply use the convenient form located here to let us know what you’re thinking. We’d love to hear from you!