Shipping Info

For more information about our shipping rates and terms, see below. If you have any questions about shipping, please reach out to us at customerservice@stepladdercreamery.com.

 

 

Shipping Rates and States

Where we ship:

We ship to all contiguous U.S. states via UPS 1-2 day shipping. We cannot ship to Alaska, Hawaii, or outside of the United States.

Free shipping guidelines:

We offer free shipping on orders over $119 to select Western US states: California, Idaho, Nevada, Oregon, Utah, and Washington.

Orders under $119 will be charged a flat rate of $19.99 per shipping address.

For all other states:

For Non-subscription orders, the shipping rate is calculated at checkout. Split orders shipping to multiple addresses are subject to additional shipping fees. 

Cheese Club orders ship for a flat rate of $25 per shipment to states outside of our free shipping network.

Other notes on our shipping policy:

We cannot ship to P.O. boxes under UPS restrictions. Please include a different mailing address for shipping. If you include a P.O. box address we will have to hold your shipment until we can get a different address.

 

 

When We Ship

We ship all orders on Mondays & Tuesdays. The order cut off is Sunday night at 12:59 a.m.

If you have an urgent shipping request or question, please email us at customerservice@stepladdercreamery.com and we will do our best to accommodate your request. 

We follow the official UPS holiday schedule. If a holiday falls on a Monday, your order will be shipped on Tuesday.

Delivery Notifications: 

The email address on your order will receive tracking updates when the label is created, when the shipment is out for delivery, and when it has been delivered. If your order is a gift, please let the recipient know to expect a delivery. We are unable to send a new shipment if a delivery is left outside for several hours.

 

 

Cancellation & Refund Policy

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

  • Order Cancellation: You can cancel an online order for a full refund by Monday at 8 a.m. PST. We begin our shipping process at 9 a.m. PST and are unable to issue refunds after that time.

  • Incorrect Addresses: It is the customer's responsibility to double-check shipping addresses. Orders shipped to an incorrect address are not eligible for a refund or reshipment. Please contact UPS directly with your tracking number to attempt to reroute the package.

  • Damaged or Expired Products: If you receive a damaged or expired product, please email us at customerservice@stepladdercreamery.com with photos within 5 business days of delivery.

 

 

Caring for Your Cheese

Cheese is perishable. We pack each shipment with care and ample ice packs, but please refrigerate your cheese as soon as it is delivered.

  • Storage: Store cheese in a standard refrigerator or other cool storage. For optimal flavor and texture, cheese can be served at room temperature but should be refrigerated afterward for storage.

  • Shelf Life: The best-by date is for unopened products. Opened products, especially soft cheeses, should be consumed within one week for best freshness.

 

 

Heat Advisory (Summer Months)

During the summer, high temperatures can cause shipping delays and affect product quality.

  • Option 1: Hold Your Order. We can hold your shipment until temperatures cool down. Please note that seasonal cheeses (e.g., Chevre, Big Sur, Rocky Butte) may not be available if put on hold past their season.

  • Option 2: Upgrade to Overnight Shipping. While we offer free ground shipping in certain states, you have the option to upgrade to overnight/air shipping to guarantee the quality of your order during hot weather. We cannot guarantee your order won't be "melty" with standard ground shipping in high heat.