FAQs

General

How do I contact Stepladder Creamery?

You can email us at CustomerService@stepladdercreamery.com, or fill out our contact form here: Contact Stepladder Creamery 

Due to spotty reception on the property, we do not have a telephone number for customer service inquiries. We check email several times a day and will get back to you with a swift response from one of our amazing service reps. 

You can also send us a direct message on Facebook or Instagram!

How do I subscribe to your email list for special offers?

Just enter your email address in the footer at the bottom of this page for the latest discounts, flavors, and recipes from Stepladder Creamery.

How do I unsubscribe from your email list?

Please click the unsubscribe link in the bottom of the email to opt out of future emails from us.

How do I reset my password?

If you have created an account to place an ecommerce order, you can log in and click the reset password button to regain access to your account. Please note that if you have ordered from a guest account in the past, we cannot reset your password.

 

Orders & Shipping

Can I add a gift message to my order?

Yes! You can add a gift message to your order on the cart page in the box labeled ‘add a note’. Please note that gift messages have a maximum number of 300 characters including spaces. You gift note will appear on the packing slip.

How much is shipping?

We partner with UPS and offer free 1-2 day shipping on all online orders over $119 in California, Oregon, Washington, Idaho, Nevada, New Mexico, Utah and Arizona. We can ship cheese to other states, but highly recommend adding overnight shipping with UPS. It costs more, but otherwise, we are not able to fully guarantee the quality of the order when arrived. 

When will my order ship?

All orders ship Mondays from Cambria, California. You will receive an email notification through Shopify when a label has been created. As soon as UPS picks up orders (typically Monday late afternoon) you can track packages using the UPS tracking code available in the Shopify email. 

Can I add a shipping note to my order?

Yes, please let us know ahead of time if you want your packaged delivered with specific instructions so we can tag your account. This is also helpful if UPS needs a gate code to access your property, leave on the front porch vs. near the mailbox, etc. The more details and instruction you can provide, the better chances in ensuring a positive delivery.

Where can I track my order?

Upon shipment, customers will receive an email confirmation containing the UPS tracking information. 

Can I return or cancel my order?

Due to the perishable nature of our products, we do not accept returns.

If you received an expired or damaged product, please email our team with photos within 5 business days of the delivery date or date of purchase from a farmer's market/retailer/online store.

Please note, the best-by date provided on our products is for unopened/sealed products. Products that have been opened will have a shorter shelf life than the best-by date. We cannot offer refunds on products that have been partially consumed or opened. 

We highly recommend consuming our products within one week (especially soft cheeses and triple crèmes) upon opening for freshness and less likely for mold or products to spoil.

All online orders ship Mondays. Online orders can be cancelled for a full refund by Monday at 8am PST. We begin our shipping process at 9am PST and can’t process refunds after the shipping process has begun.

It is our customer's responsibility to double-check shipping and billing addresses added to online orders. Orders shipped with incorrect addresses are NOT eligible for reshipment or refunds. Please double check you input the correct shipping and billing addresses for orders.

Email addresses added to online orders will receive shipping/tracking emails from us when the label is created; when the shipment is out for delivery and finally when the shipment has been delivered. If the order is a gift, we highly recommend letting the intended know to expect a delivery on the delivery date. If someone isn’t home to receive the shipment/sitting outside for several hours, we are unable to send a new shipment.

Didn't like what you ordered? Tell us why.

We're sorry if your order wasn't to your satisfaction. Was it the flavor? Aroma? Expecting something similar to a different brand? We wish we could offer a 100% satisfaction guarantee on our cheeses/products, but like many food products, people's palates and preferences vary.

Our team is always open to feedback and having a conversation to learn more about our customers likes and dislikes. Email us if you have questions or comments regarding your order. 

Do you ship internationally?

We currently only offer shipping within the continental United States. We have sent orders to Hawaii but require additional shipping which costs extra.

What payment methods do you accept?

Stepladder Creamery accepts MasterCard, Visa, American Express, Discover, JCB, Diners Club, Shop Pay, Apple Pay, and Google Pay.

What if the ice packs defrosted upon arrival?

Not to worry. As long as your cheese is still cool to the touch it's ready to enjoy. If you have concerns about the freshness of your order, please reach out via email immediately upon receiving your shipment. Photos are helpful too. 

Cheese Subscriptions/Memberships

Please note: Our cheese subscriptions and goat sponsorships auto-renew annually through our partner program, Recharge. You will receive an email notification prior to your payment auto-renew. You can cancel at anytime prior to the auto-renew. 

Does my cheese ship automatically?

Yes, once you’ve subscribed you don’t need to worry about future orders. You can always log in to pause a subscription or update an address. Email our team if you want to add more cheese to your shipment or swap cheeses out. Cheese Club shipments are sent quarterly in February, May, August and November. 

How do I pause or change my subscription?

You can log into your account to manage or pause your subscription, or change your delivery address.

 

Wholesale

How do I become a wholesaler?

Please fill out the wholesale inquiry form here: Stepladder Creamery Wholesale. Also available in the website footer. 

 

Where to buy 

Are you in my local store?

Please use our Store Finder to see if we are in your local market or grocery store: Stepladder Creamery Store Locator. Please contact us if your local retailer is missing from this list: info@stepladdercreamery.com

Cheese Care

How should I store my cheese?

Although the USDA has different views on cheese refrigeration, we highly encourage all of our cheeses to be refrigerated, including Marinated Fromage Blanc. Cheeses should be stored between 40-60 degrees F in a standard refrigerator or alternative cool storage. 

The USDA says: Soft cheeses such as cream cheese, cottage cheese, shredded cheeses, and goat cheese must be refrigerated for safety. As a general rule, hard cheeses such as cheddar, processed cheeses (American), and both block and grated Parmesan do not require refrigeration for safety, but they will last longer if kept refrigerated.

What temperature should I serve my cheese?

Ideally, you want to serve cheese at room temperature (or about 70 degrees) to experience optimum flavor and texture. For Marinated Fromage Blanc, remove from the fridge 30-45 minutes before serving so the oil can re-liquify. 

What about mold?

If your cheese develops mold as it aged in cold storage, simply trim off the moldy parts and enjoy the rest. If your cheese develops an off flavor, consistency or smell, send us an email and we can talk further. 

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