FAQs
Got questions? Explore Frozen Brothers' FAQ page for answers to common queries about our products, services, and more. Find solutions to your concerns quickly and easily, saving you time and hassle. Whether you're troubleshooting an issue or seeking information, our comprehensive FAQ section is your go-to resource for all things Frozen Brothers.
Frozen Store FAQ's
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If you don't see the correct price on Frozen Store, you will need to log in to see your pricing - Click here to login
If you are logged in and not seeing the correct price, It's most likely because you have logged in with an email we do not have in our system - Click here to request account setup. Once we have set up your account, we will notify you via email.
If you aren't a Frozen Brothers customer, click here to get started.
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To log into Frozen Store go to https://account.frozenstore.com
Enter the email of your Frozen Store account, then click 'Continue. If you aren't sure which email address you need to use, please submit a support request here.
You will then receive an email with your 6-digit login code, enter the code and click 'Submit' if you don't see the email in your inbox, please check your spam/junk folder.
After you have entered your code, you will be taken to your account, here you can view previous orders and your account details, to place an order, click the 'Go To Store' button.
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You can add multiple users to your account to order on Frozen Store, to register a Frozen Store account, or add a new user to your account, please click here to fill out a registration form.
Please note only existing Frozen Brothers customers can register or add a user to their account, if you aren't a Frozen Brothers customer, click here to get started.
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If you have decided to delete your account with us, we want to make the process as simple and transparent as possible. This article will guide you through the steps to request account deletion and explain how we handle your data according to our privacy policies.
Steps to Request Account Deletion
Click on the Deletion Link: You can request account deletion by clicking on this link which will take you to a form.
Fill Out the Form:
Email Address: Enter the email address associated with your account.
Store Name or ID: Provide your store name or ID.
Select Your Query: From the dropdown menu titled "What is your query regarding?" select "Account Help."
Description: In the description field, simply write "Please delete my account."
Submit the Form: Once all fields are filled out, click on the submit button.
Wait for Confirmation: You will receive a confirmation email notifying you that your request is being processed. The deletion process may take some time, and we will notify you once it is completed.
How We Handle Your Data
Your data privacy and security are crucial to us, and we adhere to the following principles:
Data Protection: We take appropriate organisational and technical measures to safeguard your personal information. Your data is processed only by those who reasonably need to handle it for their jobs, and they are subject to confidentiality agreements.
Data Transfer and Storage: By submitting your personal information for deletion, you agree to the transfer, storage, and processing of your information. We ensure that your personal information is securely handled in accordance with our Privacy Policy.
Data Retention Period: We retain your personal data only for as long as necessary to fulfill legal, accounting, or reporting requirements. The retention period and types of data retained or deleted are determined by evaluating the amount, nature, sensitivity, potential risk, and legal mandates related to the data
General FAQ's
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Tango Ice Blast
Tango Ice Blast is halal suitable and sugar free. For more information click here.
Slushy Jack’s
Slushy Jack’s is halal suitable and sugar free. For more information click here.
Coke and Fanta
Coke is glycerol free. Coke and Fanta contains sugar. For more information click here.
All products are free from the following allergens:
celery
cereals containing gluten - including wheat (such as spelt and Khorasan), rye, barley and oats crustaceans - such as prawns, crabs and lobsters eggs fish
lupin milk
molluscs - such as mussels and oysters mustard
tree nuts - including almonds, hazelnuts, walnuts, brazil nuts, cashews, pecans, pistachios and macadamia nuts peanuts
sesame seeds
soybeans
Only Quench and Robinsons Fruit Ice contain:
sulphur dioxide and sulphites
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Carbonated Power Unit
The Power Unit Identification badge or Model is located under the Power Unit IceScreen (G3, G3.5,H3, H4 & C4). Simply lift up the screen and locate the blue badge. If there is no blue badge then look for the model type as illustrated below. The G2 does not have an IceScreen and is identified by its Polycarbonate lid and rectangle flavour labels.
Un-Carbonated Power Unit
The Power Unit Identification badge or Model is located on your Power Unit indicated by the blue circle on the diagrams below.
Shipping FAQ's
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Shipping is free on orders over £200.00 (excluding VAT). There is a £15.00 flat rate shipping on orders under £200 (excluding VAT).
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Unfortunately, due to occupational health and safety requirements, customers are not able to pick up orders from our warehouse.
Returns & Cancellations
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Frozen Brothers Limited’s Terms and Conditions of Sale, Annex 3, applies to any Cups or Products you purchase.
The Terms and Conditions of Sale can be found here
Please read the applicable terms and conditions carefully.
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If you've received a faulty, incorrect, or damaged item, we're here to help. Please contact our customer service team for assistance by clicking here. Before reaching out, please take a moment to review our terms and conditions outlined below.
Frozen Brothers Limited’s Terms and Conditions of Sale, Annex 3, applies to any Cups or Products you purchase.
The Terms and Conditions of Sale can be found here
Equipment FAQ's
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There are a few different ways to change the syrup depending on the type of Power Unit you have and the brand of syrup you sell.
We have made explainer videos which are linked below.
If you have an IceStation and sell Tango Ice Blast click here.
If you have an IceStation and sell Coca-cola Frozen, Fanta Frozen, Slushy Jacks or any of our other brand with a grey connector click here.
If you have a custom install and sell Tango Ice Blast click here.
If you have a custom install and sell Coca-cola Frozen, Fanta Frozen, Slushy Jacks or any of our other brand with a grey connector click here.
If you have a manual fill F1 click here.
If you have a manual fill F2 click here.
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All the information about your pre delivery requirements can be found here.
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To see how to change your C02 click here
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For more information on where to get your C02 click here
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To see how to clean your Power Unit click here.
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To adjust the setting on your power unit click here.
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If your power Unit isn’t freezing properly there are some simple things to try to fix this. For more information in our self help videos click here.
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Watch our self help video by clicking here.
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Watch our self help video by clicking here.
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To change the Video on your screen follow the links below to watch our self help videos.
Change video - G3, H3, H4, C4 click here.
Change video - G3.5 click here.
You Fix, We Fix FAQ's
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In the You Fix We Fix Help Guide, when we use the terms "Power Unit", "IceScreen", "IceStation", "Custom Install", "CO2 system", "LED Flavour Lighting", "Bag-in-Box Syrup" or "BIB Syrup", we are referring to some of the components and technology that make up your Frozen Brothers Equipment; where we use the phrases 'we', 'us' or 'our', or "the Supplier", we mean Frozen Brothers Ltd; where we refer to 'you' or 'your', or "the Customer", we mean the customer leasing or operating the Equipment
The Terms and Conditions of Sale and Use of Equipment and the You Fix We Fix Help Guide form the basis of the agreement for your use of the Equipment and the supply of Services. In particular, your attention is drawn to the following sections of the Terms and Conditions.
Annex 1, the Equipment Hire Terms at Annex 1 (if you hire Equipment from Frozen Brothers)
Annex 2, the Terms of Use in respect of your use of any Equipment and the supply of any Services
Annex 4, the Scope of Services in respect of the services provided by Frozen Brothers.
Click here for your You Fix Channel
Click here to place a We Fix Service Order
Click here to place a Product Order
Click here to submit an online support request
Click here for the Terms and Conditions of Sale and Use of Equipment
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The fastest way to place a service order is on frozenstore.com and select “place a service order”
Before placing a service order, please check the issue is not any of the key things that you are responsible for fixing (we reserve the right to apply a charge if you place a service order for these issues) You can check these here.
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‘We Fix’ means a service technician might need to attend your site to repair the fault.
We Fix Fault message
G3.5 / C4 / H3 / H4 - Icons will be displayed on your IceScreen means a We Fix fault has occurred.
You must notify us of a We Fix fault within one (1) Business Day of the fault message appearing
on your IceScreen.
Click here to place a We Fix Service Order
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You can download a copy of the You Fix We Fix Guide for Non-Carbonated Power Units by clicking below:
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You can download a copy of the You Fix We Fix Guide for Carbonated Power Units by clicking below:
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You can see all your You Fix Actions and responsibilities here.
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You may have a G2, G3, G3.5, H3, H4 or C4 Power Unit, the illustrations below will indicate when an issue needs your attention by either displaying an Icon (G3, G3.5, H3, H4 & C4) or a red light(s) (G2). When you see any of these displayed it is your responsibility and means that there is an issue that needs a You Fix. Follow the guide below to fix each issue. The side of the IceScreen/tank on which the symbol appears will indicate which side of the Power Unit, tank or Bag In Box that needs attention.
The illustrations below will indicate when your Power Unit is unable to serve due to the sleep mode or if the tank(s) are freezing or defrosting. These are all necessary for your Power Unit to stay in tip top condition and the icons will disappear when the Power Unit is ready to serve.
Seal replacement
If you have a G3.5, your Power Unit contains advanced self diagnostic features that allow the Power Unit to tell when the seals need replacing. These symbols are reminders for when you need to notify us of a We Fix job.
Seal needs replacing
The seals are a vital part of the Power Unit but wear down over time. If they are not replaced they can cause leaks and damage the Power Unit. The warning symbols tell you/us how long you have remaining before the seal must be replaced.
Failure to do so can void your cover and a charge may apply.
Retailer FAQ's
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If you have any questions or just need a little clarification on something, please email e-commerce@frozenbrothers.com
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The world’s biggest carbonated frozen drinks brands - Tango Ice Blast, Fanta Frozen, Frozen Coke, and UK & Europe’s biggest non-carbonated frozen drinks brand, Slushy Jacks
Massive social media brand marketing and promotion to reach new customers and drive sales.
Exclusive, high-performance Frozen Brothers Power Units supported by nationwide 7 days/week, 364 days/year dedicated technical service and customer service
Fixed price equipment rental package, including unconditional warranty, full valet installation, plus all onsite servicing, parts, and repairs for 5 years.
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Our carbonated programs, Tango Ice Blast, Fanta Frozen, Frozen Coke are installed on our proprietary plug & pour IceStations and start from £6933* or around £165 a month
Our latest generation G3.5 Power Unit is a huge leap in technology, delivering
a 15%**reduction in power consumption
a 34%**reduction in CO2 consumption
a 37%**reduction in lease cost
The new G3.5 power unit is made from approx 65% recycled or reused materials and you can click here to find out more.
Our non-carbonated Slushy Jacks and Robinsons Fruit Ice programs feature our new F3 series countertop plug & pour Power Unit, and starts from £2300* or around £55 a month
Slushy Jacks is the biggest non-carbonated frozen drinks brand in UK & Europe and the brand new F3 Power Unit is exclusive to Frozen Brothers and uses
69%*** less electricity
36%*** less counter space
27%*** cost saving reduction in lease cost
The new F3 power unit combines the latest eco-cooling system with ground-breaking vertical air flow to deliver the highest performance from the smallest footprint and you can click here to find out more.
*all prices quoted exclude VAT and for a 5 year program and are subject to change without notice
G3.5 Power Unit
**compared to the 2023 G3 Power Unit program
F3 Power Unit
***compared to the 2023 F2 Power Unit program
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We believe that transparency is crucial in building and maintaining a strong customer relationship, so our starter packs of syrups, cups, lids, point-of-sale are itemised and invoiced separately to your equipment program.
Your starter pack can be customised to your business needs and will typically come in at around £1,250 for a Tango IceBlast, Fanta Frozen or Frozen Coke program and around £750 for a Slushy Jacks program.
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Our RRP excl VAT for Tango Ice Blast, Fanta Frozen, Frozen Coke is regular cup £2.50 and large cup £3.25
If you sell 50-50 regular and large cups, and 1 syrup Bag-in-Box per week, your indicative GP for your Frozen Brothers carbonated program is approx £2.00/cup or £20,000/year*
Our RRP excl VAT for Slushy Jacks is regular cup £1.67 and large cup £2.42
If you sell 50-50 regular and large cups, and 1 syrup Bag-in-Box per week, your indicative GP Frozen Brothers Slushy Jacks program is approx £1.35/cup or £12,000/year*
If you combine a carbonated and non-carbonated program your indicative GP is approx £30,000+/year which would qualify you as a Frozen Brothers Bespoke Retail Partner
*you should use your own judgement regarding trading weeks per year, RRP, sales ratio and volumes; figures provided are illustrative only and do not form part of our contract of sale
Served cost calculation for Tango Ice Blast, Fanta Frozen, Frozen Coke includes cup, straw, CO2 & power at market rates, and includes your program fee
Served cost calculation for Slushy Jacks includes cup, straw, power at market rate, and includes your program fee
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Great question! Understanding the equipment space and power requirements for your program is crucial to getting your setup just right.
Our frozen carbonated brands Tango Ice Blast, Fanta Frozen, Frozen Coke are installed on our exclusive IceStation 2
The IceStation is our proprietary plug & pour install solution and has been designed for your convenience.
It comes complete with everything you need for a fast and simple set up and syrup changeover and can be used as either a crew serve or customer self-serve solution.
The Slushy Jacks plug and pour F3 counter top Power Unit features vertical air flow to maximise your counter space .
We’ve created a set of helpful video guides to help you navigate exactly what you’ll need in terms of space and power for your new IceStation.
These guides are straightforward and designed to give you all the information you need to prepare for delivery and installation.
You can find these helpful videos on our YouTube channel under the pre-delivery search query and you can click here to access them
Plus you can download a helpful PDF guide here
If you have any questions after watching the videos or downloading the PDF, or if there’s anything else you’d like to know, please don’t hesitate to get back to us. We’re here to support you every step of the way!
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Financing your Retail Partner program is an easy way to spread the cost without tying up funds, disrupting your cash flow or opting for bank loans or overdrafts.
Financing your program on a monthly payment plan is a lease rental facility with the leasing company*
Your Friendly Enquiries Team at Frozen Brothers can introduce you to a Latitude Leasing specialising in operating leases for commercial equipment
*your finance approval is subject to lender credit acceptance, and our order acceptance is subject to the terms and conditions that apply to the lender profile.
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Your equipment, service, parts, and repairs are all fully included and warrantied for one all-inclusive program cost.
At the end of the program you can choose a new equipment package or another brand from our range of programs or you can choose to opt out and we’ll collect our equipment
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There is currently a high volume of interest in our programs and we only have a limited quantity of Frozen Brothers partnerships available.
We build your equipment to order and typical delivery time from when you join the program is currently:
Tango Ice Blast, Fanta Frozen, Frozen Coke G3.5 Power Unit & IceStation- approx 4 weeks
Slushy Jacks F3 Counter-Top Power Unit- 4 weeks
Frozen Brothers - You Fix YouTube Channel
Our YouTube channel is packed full of useful videos covering everything from pre-installation, general upkeep, common problems, and technical information such as how to set the timers and LED colors.
It also covers all the YouFix solutions outlined in your contract so that you don't accidentally call out a service technician to fix something you can easily achieve yourself, like swapping the CO2 or changing your syrup
Contact Us
If you require more information about our websites, your orders, service or have other general Inquiries please contact us. Our phones are operated Monday to Sunday 9am-5pm or send an email to our customer service team
Phone: +44 (0)208 578 5785