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Frequently Asked Questions
Logistics
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Can I track my shipment after the order is shipped?
Yes. When your order is shipped, we send a delivery note by email with the tracking number and carrier. You can use this number on the carrier's website. Tracking may be delayed by 24 hours. Contact us for any logistics questions. -
How do you ship perishable products?
Most perishable products are shipped without refrigeration, except frozen cultures, which are shipped with dry ice. -
What should I do if an order arrives damaged?
You have to advise us immediately and refuse the delivery when possible if there are apparent damages. The products sent by Fromagex are insured when the carrier is booked by us. In order to register a claim,you shall notify the damaged shipment on the carrier bill of lading and contact Fromagex upon reception of the package. If the damage to a product is noticed after its reception, the claim should be done through a return authorization number given by our customer service. It is mandatory to provide pictures of the damaged box and products and details when asking for a return number. The claim has to be sent no later than 24 hours after the reception of the products. Please read the section about returns.
Cheesemaking
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Do you have recipes or production technologies?
Yes. Our documents are made for operations processing over 1,000 liters. Contact customer service to request them. -
How do I choose a cheese mold?
The first thing to consider when selecting a mould is the cheese to be sold, its price point and type. From there you should:- Choose the final weight of the cheese you want to market
- Select the shape and dimensions
- Look for the appropriate mould in our catalog
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How to evaluate the size of paper needed to wrap one cheese?
There are mathematical formulas to evaluate the appropriate size of paper to use to wrap a given cheese according to its shape:- Cylindrical cheese: Lenght = Width = ( 2 X H + 2,33 X Ø ) / 1,414
- Regular square cheese: Lenght = 2 X H + 2 X c + 20 mm; Width = 2 X H + c
- Optimized square cheese: Lenght = Width = (2 X H + 2 X c + 40 mm) / 1,41
- Half-Moon cheese: Lenght = 2 X H + Ø + 20 mm; Width = 2 X H + Ø
- Rectangular cheese: Lenght = 2 X H + 2 X l + 20 mm; Width = 2 X H + L
- Wedge: Lenght = Width = (4 X r / 3 + 2 X H + 10 mm) / 1,41
Website
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How to have access to the prices and documents that are associated to the products (spec sheets, etc.)?
Create a customer profile. You will then see the links to download the technical sheets on the product pages. -
Do you have all of your products on the website?
Yes. All of the standard products are shown on the website. If you are looking for something else, please contact us and we will assist you. -
Do you offer discounted prices for quantities?
Yes. We have discounted prices based on quantities. These prices are shown on the product page if you are a cheesemaking facility. If you are looking for larger volume or need to discuss about pricing, please contact us. If you are not a commercial client, you still benefit from volume pricing, they will be automatically adjusted in the shopping cart before you complete your purchase. -
Do you have everything in stock?
No. We have more than 20 000 sq ft of warehouse that we manage in an efficient way to minimise delivery delays for our clients. Our stock is then orientated to the most common sold products and the longer delay ones to meet a just in time commitment for our clients. -
Do you manufacture custom equipments?
No. We have standard products that can be modified with minor adjustements in their design. -
Can I order custom-sized paper?
Yes. There is no minimum order but there is a cutting fee that applies. Please contact our customer service. -
Do you offer technical support?
Yes. We support our clients in the evaluation of their needs, product selection, optimization in production and troubleshooting production issues. We do not develop production techniques and we do not act as consultants in projects. -
Do you sell to individuals?
Yes. Everyone is welcome to order. There is no minimum order level. -
Is there a minimum order?
No. However, shipping fees apply. It then becomes more economical to order less frequently and larger orders. You may also have access to quantity discount when you do so. -
What are the accepted payment methods?
Cash (pickup only), Checks, Credit Cards, Paypal and Bank Transfer. Clients that already have a line of credit with us may place their order on on website by providing their PO# at checkout. -
Do you charge for shipping?
Yes. The shipping policy is here. Please take note that some products have a shipping surcharge because of their oversized weight or dimension. You can also use your own account with a carrier or pickup at our warehouse. -
In which currency will I be billed?
Canadian customers are billed in $CAN, US customers are billed in $US. We also bill specific clients in Euros. International clients can choose the currency they want to be billed in. -
How often do prices change?
With more than 2 500 products, the prices cannot be updated at a specific frequency and are then re-evaluated on a per-product basis regularly. We do not send a notification for an incoming price change. Prices shown on the website are updated and valid.
