Frequently Asked Questions
Got questions? We’ve got answers. And if you don’t find what you’re looking for, please feel free to reach out to us at hello@thebigcheese.com.
Cheese Care
How do I serve my cheese?
How do I serve my cheese?
At room temperature. When the cheese is too cold the flavor is muted and that’s not fun to eat. By allowing the cheese to come to room temperature, you’re essentially allowing the flavors to come out and join the party!
How should I store the cheese?
How should I store the cheese?
First, wrap in wax or cheese paper, then in plastic wrap and store in the fridge. Make sure it can breathe a little — remember, it is a beautiful, living thing.
Can I freeze the cheese?
Can I freeze the cheese?
We do not recommend it as freezing the cheese will change the texture to be crumblier and mealier.
How long does your cheese last?
How long does your cheese last?
Until it’s gone. Fortunately, there is no expiration date on our amazing cheese.
The Big Cheese Guarantee
The Big Cheese Guarantee
We guarantee all of our products. If for any reason, you or the recipient are not fully satisfied with your order, e-mail us at weherdyou@thebigcheese.com or hello@thebigcheese.com, or hop on the chat within 48 hours of receipt, and we will promptly refund your money, re-ship/replace your order, or make other arrangements. We are available to take your call or “chat” between the hours of 9 – 4 pm CST, Monday through Friday. If reaching out after hours or over the weekend, please leave a voicemail and a team member will contact you as soon as possible.
If you believe that your order was damaged during transport, please take a photo of the original packaging (including the box the order was shipped in) so we may follow up with our shipper if needed.
The ice packs packaged with my cheese have melted. Is the cheese okay to eat?
The ice packs packaged with my cheese have melted. Is the cheese okay to eat?
It is normal and expected for the ice packs to be melted and the cheese to be warm upon arrival. Store your cheese in the fridge upon arrival for best quality. Remember, cheese is only dangerous to eat if it has spoiled or grown mold!
What if there's mold?
What if there's mold?
Mold is a vital part of cheesemaking, developing flavor and texture. Sometimes, mold can appear on the surface after packaging, especially as it’s been hanging out for nearly 2 decades. Grab a paring knife and scrape it down the side of the cheese where the mold is located. If there are any pockmarks of mold, take the paring knife and gently pick them out, so the mold doesn’t penetrate into the cheese any further. The cheese is still delicious after some trimming.
What is the white crusty stuff on the outside?
What is the white crusty stuff on the outside?
Calcium lactate crystals. A harmless and expected addition to a wise old cheese.
What’s that liquid in the bag with my 40-pound block?
What’s that liquid in the bag with my 40-pound block?
Proteins in the cheese release moisture as they age, which allows the cheese to reach the next stage of maturity. We recommend you open the package over the sink to drain the liquid, wipe off any excessive moisture, and then follow the above storage recommendations. Congratulations, you’re the proud owner of a fully mature, darn good cheddar.
Ordering & Shipping
Why is my credit card being declined?
Why is my credit card being declined?
In order to provide a safe and secure shopping experience, we’ve added a few layers of security to our payment processing system. That includes an AVS check that compares the billing address used in the transaction with the issuing bank’s address information on file for that cardholder, a CAPTCHA test, and a secure processing platform that hides all your credit card information.
What do I do if my items are damaged or incorrect?
What do I do if my items are damaged or incorrect?
Please get in touch with our Customer Service team at (920) 892-0678 or WeHerdYou@thebigcheese.com.
I’m sending my gift as a surprise. Are you going to tell them it's coming?
I’m sending my gift as a surprise. Are you going to tell them it's coming?
We will only send tracking notifications to the email you provide to us during checkout.
Do you ship to P.O. Boxes?
Do you ship to P.O. Boxes?
No, UPS will not allow us to ship to P.O. Boxes. Sorry!
Summer Shipping
Summer Shipping
Summer shipping from June 1 through Sept 1.
How do we pack your perishables?
How do we pack your perishables?
All of our perishables are packed in heat-resistant insulated foam shippers and packed with harmless reusable ice packs. If you should also order dry goods, we neatly pack them in the shipper, enclosed in a sturdy corrugated container.
When will my order ship?
When will my order ship?
It typically takes one business day to receive and process your order, however, we carefully observe shipping times to limit the time our cheese spends in transit. Sometimes that means we hold backorders from shipping close to the weekend.
The delivery clock starts once the package is picked up by the delivery service, not once you submit your order. The shipping method selected at checkout only applies to time in transit. If your order is listed as ‘processing’ on your tracking page, the shipping label has not been printed.
Our fulfillment team holds certain orders to ensure and maintain product viability. Your tracking will show movement and update automatically once your package is in our carrier’s possession. Please note, processing times may be extended during the holiday season.
How can I track my order?
How can I track my order?
If you’re a registered customer at thebigcheese.com, you may track your order at any time by signing into your account. Simply navigate to My Order Details and click on the ‘Track Your Order’ button for a detailed summary of your shipment’s progress. If you do not have an account, you will be able to track your order through the tracking Information e-mail sent to the email address entered during the checkout process; this e-mail will be sent once the package has shipped.
General Questions
Do you carry lactose-free cheeses?
Do you carry lactose-free cheeses?
If you are lactose intolerant it is important to know that most aged cheeses are safe for those with mild lactose intolerance to eat. Because lactose is primarily in the whey, and these are often discarded during the cheese-making process most of a cheese’s lactose is removed. Moisture is lost as cheese ages further expelling most remaining lactose, so cheeses that are aged longer and are harder in texture are best for those that are lactose intolerant.
Do you carry gluten-free products?
Do you carry gluten-free products?
Most of the cheeses and meats we carry are gluten-free. If you have a question about the nature of a specific product, please contact us via phone at 920-892-0678 or via e-mail at hello@thebigcheese.com for more information.
What is your Return Policy?
What is your Return Policy?
We can’t accept returns, but if there’s an issue get in touch with us at hello@thebigcheese.com.
Can you help me with a large gift order for my company?
Can you help me with a large gift order for my company?
Absolutely! We have an expert business gifting specialist ready to help you with your order. Send us an email at wholesale@thebigcheese to get started on a large order, or visit our Corporate Wholesale page for more information.
Does my Business Gifting qualify for a discount?
Does my Business Gifting qualify for a discount?
We offer volume-based discounts. For more information, view our Corporate Gifting options.
Can we discuss a wholesale opportunity with The Big Cheese?
Can we discuss a wholesale opportunity with The Big Cheese?
Yes! That sounds like a grate idea! Email us at wholesale@thebigcheese.com to learn more.
Have a different Question?
No question is too cheesy! Drop us a line if you have any questions.
