FAQs

Why is there a refundable credit card hold of $20 in my cart?

Since we won’t know the actual price until the order is assembled and the product weighed, this $20 hold accounts for any variances in weight. You will  be charged for the estimated price plus the refundable $20 upon placing the order, then you will be issued a refund for any variances in price once the order has been assembled and the actual total is known. Please note that it may take 5-10 business days for the refund to be reflected on your bank statement. 

For example:

You order a chicken for $14.99, and with the delivery and refundable credit card hold,  the total credit card charge comes to $34.99.

After assembling the order, the price of the chicken is actually $15.49.

We automatically refund you $19.50 and email you a revised total that shows the refund which you will also see on your credit card statement, so all you pay for is the actual price plus delivery.

When will I see the actual total that my card will be charged?

Once the order is processed we will send you an email with the total actual price of your order. You will receive that email either the day before or the morning of your scheduled delivery. You will also be sent a notice of refund that will be applied to your credit card to make up the difference.

How long will it take to get my order?

Due to the volume of orders we receive, we require at least 48 hours advance notice to prepare and deliver all online orders. All orders are delivered between the hours of 10am-2pm or 2-5pm, which you can select at the checkout.

Where do you deliver?

Right now, we are currently shipping our products locally within the GTA.

What if my delivery did not arrive as expected?

Our team always does their absolute best to ensure your order is packed with care prior to leaving our facilities in the hopes that it makes it to your doorstep in the best condition possible. Since we use a third party courier service to support our deliveries, unfortunately, once they leave our hands, we are often unable to control its conditions on the transport vehicle.

Our company policy currently requires that you provide photo evidence of your order in the condition it arrived in. This is so that we may provide it to our courier service as we investigate what might have happened in its transit.

Should you run into any issues with your delivery, please email lara@grandecheese.ca  with your order number and a photo for reference and we will do our best to help in any way we can.