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FAQ'S FOR JEAN-FROMAGE

Product Information | Making a Purchase | Shipping & Delivery

Product Information

Where do you source your products?

We would not dream of providing anything else but the best and original taste of our cheeses. This is why we have designed a system that enables us to bring you products the most direct way from the producer to your home. Our goal is simple: make it taste as good as it would if you were there!

Side note: we indicate the country of origin in the product profile.

How do you ensure that all products arrive at peak freshness?

From production to shipment, we don’t joke around on keeping the freshness of your products until their arrival at your house. Here are some quick notes to keep in mind:
- Orders are only fulfilled Monday - Thursday to ensure prompt delivery.
- Your shipment will be delivered in a refrigerated box within 24hrs to 48hrs of placing your order.
- We strongly recommend planning to retrieve your package within 1-2 of hours of delivery to ensure all products remain properly refrigerated.

How can I see the list of products you offer?

Looking for a small teaser before deciding on which basket size to order I see. You can simply go to our footer and clikc on the section called "Browse our collection". There you'll see all of our nifty product selection.

What happens if one of my products is no longer available at the time of ordering?

If you purchased a product that is out of stock, we will contact you directly with a few options: (1) Swap it for another item (via Jean-Fromage's recommendation), (2) Ship you the item when it gets back in stock or (3) Receive a refund.

Why are only some of your products pasteurized?

Unique-ness is why. Each cheese is produced with its own method following the crafts of its region of origin. It’s part of what makes cheese so fascinating.

On a more practical note, current U.S. guidelines require that any imported cheese aged less than 60 days be crafted with pasteurized milk. However, many cheeses aged beyond this point continue to be crafted with unpasteurized (or “raw”) milk, due to the flavorful qualities contributed by live bacteria in the aging process.

Are all your products Kosher?

Not aaaaalll of them. But those which are will have the label on their product page. Can’t find them? Ask Jean-Fromage to guide you to the appropriate products.

How should I store your products?

In the refrigerator between 32-41° F, as simple as that. As for once its opened, simply keep it a close wrapping option – box, ziplock, cling wrap – and still in the fridge

Can the products be frozen?

Butter: Oui!
Cheese: Non!

Does your products contains any known allergens?

Since all cheeses are made of milk (weather cow, goat, sheep or a mixture of multiple milks), the answer is: Yes, we know at least one allergen. If you are wondering about other allergens, Jean-Fromage will be happy to get the information for you.

Do you have any lactose free products?

Unfortunately not. Cheese is made of milk aka lactose component. That said, some cheese with longer aging lose most of their lactose quantity, to a point where there is – almost – no lactose left. And on top of that, our products are made with a variety of milks - cow, goat, sheep or a mixture of the three - and some people find they can tolerate one type of milk better than the others.

What is PDO?

Great question! “Protected Designation of Origin” is what it stands for. This label is a marker of quality and experience, guaranteeing that any PDO cheese is crafted with traditional methods of production in a specific region of origin.

Are your products vegetarian-friendly?

All of our products are crafted using milk, so they are safe for consumption by ovo-lacto vegetarians. If you have any questions about the ingredients or production methods for a specific cheese, feel free to send Jean-Fromage a message!

Do you add live cultures to your products?

Oui. Some of our products do contain added culture as it a normal element of a quality cheese making process. These active lactic bacteria are traditionally used in dairy products to highlight their flavor and texture. Jean-Fromage will be happy to help if you are looking for more specific information!

Are your products made with milk that contains RBST?

Non! All of the milk we collect and use in our production is RBST free, for two reasons: In Europe, this is forbidden so no chance that our products coming from there we’ll have some. And in the USA, we made the choice to only use RBST free milk. Feel free to write to Jean-Fromage for any other questions you may have.

How do you treat the animals that supply the milk?

Click here to know more on our animal welfare practices. And if that’s not enough, feel free to write to Jean-Fromage.

Making a Purchase

What payment methods do you accept?

We’re all about convenience! We accept not only major credit cards (Visa, MasterCard and American Express), but also accept PayPal, Apple Pay and Google Pay.

Why are your products sold in baskets of five or eight products?

Who does not love a prix fixe? Our offer of mix and match by 5 or 8 seems the perfect combination of quality and value. But don’t worry, we are not limiting you to only 1 basket ;)

Is it possible to order individual products?

We believe in the saying team work makes the dream work. That’s why our products are all available to compose your basket of 5 or 8, and not individual (exempt special sales and promotions).

Do you sell gift cards?

No at the moment. Sorry. But you can always check back with us soon, as we are constantly evolving

Do you offer gift packaging or the ability to add a gift message?

Oui! Gift options (package and messaging) will appear at the checkout process.

Do you have a reward program?

Oui oui! Keeping it simple : $1 = 1 point, 100 points = $10 voucher. You can use one voucher at a time and need to have a least 100 points to redeem a voucher.

How do I see my reward points?

Click here (link to MY ACCOUNT page) to login and access your profile details. All reward are available by clicking on “MY REWARD ACCOUNT” box. If you are having troubles, do not hesitate to write on the live chat.

Can I sponsor my friends to try Cheese2U.com?

Yes! Spill the milk to all you friends and family: for every order using your sponsor link at the checkout, you receive a $10 voucher and so do they. As Oprah would say: YOU get some cheese, YOU get some cheese, EVERYBODY get some cheese!

How do I find my sponsorship link?

Click here (link to MY ACCOUNT page) to login and access your profile details. Click on “SPONSORSHIP PROGRAM” box. Your custom code will be visible there as well as a link to share with your friends and family.

Shipping + Delivery

Do you offer free shipping?

Refrigerated shipping is included in our prix fixe cheese baskets. If you leave in the NorthEast, the price includes the full shipping. In other states, you'll have to add a $3 fee to get your cheesy package in 2 days.

What days can my order be delivered?

Orders are delivered from Tuesday to Saturday(excluding holidays). Have a particular delivery date in mind? Reach out to Jean-Fromage for special assistance.

When will I receive my order?

It depends on when you order and where is your delivery zone !

North East

If you Order: We deliver:
Before 11.30 am EST Monday to Friday Next Day
After 11.30 am EST Monday to Thursday In 48 hours
After 11.30 am EST Friday Tuesday
On Weekends Tuesday

Rest of Continental US

If you Order: We deliver:
Before 11.30 am EST Monday to Thursday In 48 hours
After 11.30 am EST Monday to Wednesday In 3 days
After 11.30 am EST Thursday, Friday and anytime on Weekends Wednesday

We ship overnight for the North East and 2 days for the rest of the country so we can keep our shipping costs affordable. Orders to ship on the same day they are received needs to be received before 11.30 EST so Fedex has time to pick them up the same day and we have time to prepare your order.

Does your schedule change during the holiday season?

Orders are delivered from Tuesday to Saturday(excluding holidays). Have a particular delivery date in mind? Reach out to Jean-Fromage for special assistance.

What is your return policy?

Lucky you: we have "satisfied or refund" policy! If you’re not satisfied with your order, contact Jean-Fromage to get a return label to ship the products back. Once we receive your returned products, we will refund you for the full value of the cheeses sent back. No questions asked! But your comments are welcomed!

Can you ship to PO Boxes/APO/FPO addresses?

No. As we use FedEx Ground for delivery, we are not able to deliver to PO boxes or APO/FPO addresses at this time.

Do you ship to Alaska, Hawaii or Puerto Rico?

Unfortunately, not at this time.

Do you ship to countries outside the United States?

Cheese2U.com is specialized in high-quality European cheeses for US customers. But did you know fromages.com? Check their offer! They ship worldwide.

So, where do you actually ship?

Do you brie-lieve in magic? Just enter your zip code when you enter in the website. We’ll let you know if we deliver to your area.

What if my order shipped to a wrong or invalid address?

Sounds like you have a lucky neighbor! Please check that the address on your order was correct (and that your neighbor doesn’t actually have it). If that wasn’t the issue, feel free to reach out to Jean-Fromage for more assistance.

Oups! I received a wrong order, what’s the process?

Our very helpful cheese monger – Jean-Fromage – can assist you in fixing the issue. Click here to write him a note so he can adapt the solution to your issue.

Will I be notified when my order ships?

Bien sur. Once your order is en route, we will share the tracking number via email.

What happens if my delivery is delayed and the product is no longer refrigerated?

Don’t eat it! Reach out to Jean-Fromage and he’ll help you find a solution. And our policy is: satisfied or refund.

Can I change my order?

Aie aie aie! Click here to contact Jean-Fromage right away. If your order has not shipped, we can try to change it. But if you’ve already been notified that your order has shipped, we are desole. There is no changing your order anymore.

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