Frequently Asked Questions

Questions

Shipping

Ordering

  • How can I place an order?
  • Do I need an account to place an order?
  • What types of payment do you accept?
  • How can I change or cancel my order?
  • How do your online coupons work?

Other Topics

  • How can I return a product?
  • Do you keep order data for future re-orders?
  • Is your shop safe for shopping during COVID-19?
  • Who do I contact with more questions?

Questions and Answers

Do you have free shipping?

Fromagination has free shipping to seven (7) states and parts of two more: Illinois, Iowa, Minnesota, Nebraska, North Dakota, South Dakota, Wisconsin, the upper peninsula of Michigan, and metro Saint Louis, Missouri.

All free shipping is by ground transportation. Express (air) shipping is not included.

How can I place an order?

We’ll take your order online, over the telephone, or in person at our shop in Madison. Multiple orders, or group orders of the same thing, should be submitted to our business office to facilitate faster processing.

How can I return a product?

If you want to return an item due to an error or damage, contact us by telephone or e-mail to give us information about the return. In many cases, we will replace the item. If the item was damaged in transit, we may ask you to contact the shipper or delivery service (depending on the situation).

How can I track a shipped order?

Fromagination uses three services for shipping (medium & long distance) and delivery (local). Outside our free shipping zone, FedEx will provide you with a tracking number for your package. In the seven+ states listed above, Spee-Dee Delivery provides us with your tracking number, which we send on to you. Some local delivery in Dane County, Wisconsin is handled by a local service, for which there is no tracking number, but a sign-off.

Do I need an account to place an order?

No. You can place an order on the Fromagination website without creating a customer account.

However, if you plan to place multiple orders, or a large (group) order, you should contact our business office to give us your contact information, etc.

Do you keep order data for future re-orders?

For a certain period of months, yes. However, we cannot always guarantee to know what you ordered last year. Please do not depend on our staff to know about your previous orders.

What shipping methods are available?

We can ship your package by ground (truck) or air. Express shipping can by overnight or 2nd-day rate, depending on your needs.

Customers may also order for pick-up in our shop, and pay nothing for shipping.

What types of payment do you accept?

We accept cash, check, debit card and credit cards, including American Express, Discover, Mastercard and Visa.

Is your shop safe for shopping during COVID-19?

Please see our COVID-19 Precautions.

How long will it take for my order to arrive?

That depends on how far it is traveling from Madison, Wisconsin, the shipping method, and the day on which you place your order.

Due to the perishable nature of many of our products, Fromagination does not normally ship on Thursday, Friday, Saturday or Sunday to long distances. We do not want cheese sitting un-refrigerated in a warehouse over a weekend.

If you wish, call us to discuss your shipment.

How can I cancel or change my order?

If you ordered online, you can reply to the automated e-mail you receive from our website, or send us a message to info@fromagination.com.

You may also call us directly and make a correction over the telephone.

Either way, please have your order number ready so that we can find your order quickly.

Who do I contact with more questions?

Shipping questions, lunch menu or cheese/food questions – call the shop 608-255-2430.

Gift set, catering, events or employment questions – call the Business Office 608-665-3363

How do you ship perishable items?

We ship with insulation, ice packs and packing materials designed to keep your cheese (or other items) cold until they reach you.

How do your online coupons work?

Most of our coupons are provided with a one-time use code, during a promotion. You enter the correct coupon code to receive the specified discount.

If you are provided a coupon code that doesn’t function, please contact us immediately, so that we can fix the coupon and ensure you get the discount.

Do you ship internationally?

No. Currently, Fromagination ships only in the United States, including Puerto Rico, Hawaii, and Alaska. The costs of international shipping are prohibitive for a small business.

Can I ship to a post office box?

No. We cannot ship perishable items to a post office box. We will not accept shipping addresses that include post office box information.