Frequently Asked Questions
General
At Murray’s Cheese we believe our role serving food to our customers and the community during this time is a critical one. Our single focus is to ensure the health, safety, and wellbeing of our customers, our employees, and our communities while continuing to provide evolving access to exceptional cheese.
With the safety of our customers, communities, and our teams in mind, we have taken the following steps to keep our employees and communities safe:
Murray's Retail Stores, Restaurants, & Fulfillment Centers:
Murray's Team Safety:
Team members who have jobs based in our corporate headquarters are required and set-up to work from home as long as their job allows. The office spaces are actively being used to give our on-site teams more space for break time and mealtime at socially safe distances while at work. We’re closely following the guidelines and recommendations of the Center for Disease Control (CDC), New York Forward, and the city of New York and will continue to evolve and update our plans daily, proactively communicating with all of our teams, and doing all that we can to prevent further spread of the virus.
Our businesses are still open, and our teams are eager to help you find the things you need. We will continue to maintain practices that keep the health, wellbeing, and safety of our communities and the Murray’s family as our top priority.
With the safety of our customers, communities, and our teams in mind, we have taken the following steps to keep our employees and communities safe:
Murray's Retail Stores, Restaurants, & Fulfillment Centers:
- We have worked diligently to safely expand our capacity to service more customers who shop our website for direct-to-home deliveries.
- We have implemented social distancing measures at all of our locations and are actively limiting the number of customers inside our stores and restaurants.
- Hand sanitizer is available for customer use at the entrance to all our retail and dining locations.
- We have suspended active sampling and demo events in our retail locations.
- All customers and Murray’s staff are required to wear face coverings while shopping in our stores or dining at our restaurants to protect the health and safety of our teams and communities.
Murray's Team Safety:
- Every Murray’s location has a team of dedicated Health and Safety Proctors responsible for overseeing the implementation of our safety plans.
- All Murray's locations have set occupancy limits to better facilitate social distancing.
- All team members are required to wear face masks while working in any Murray’s facility unless they are on break and seated with 6ft distance from all other team members, or while eating/drinking.
- Team members have mandatory daily health check screenings in all operating locations.
- All team members receive ongoing training and updates on maintaining a healthy and safe work environment.
Team members who have jobs based in our corporate headquarters are required and set-up to work from home as long as their job allows. The office spaces are actively being used to give our on-site teams more space for break time and mealtime at socially safe distances while at work. We’re closely following the guidelines and recommendations of the Center for Disease Control (CDC), New York Forward, and the city of New York and will continue to evolve and update our plans daily, proactively communicating with all of our teams, and doing all that we can to prevent further spread of the virus.
Our businesses are still open, and our teams are eager to help you find the things you need. We will continue to maintain practices that keep the health, wellbeing, and safety of our communities and the Murray’s family as our top priority.
1-888-MY-CHEEZ Ext. 7 | Weekday Hours: 9:00 AM to 6:00 PM Eastern
Email: orders@murrayscheese.com
Email: orders@murrayscheese.com
At Murray's we value traditional and established methods of cheese production as well as new methods that challenge the status quo. From name protected products to new organic items, we do our best to make sure the process is safe for our consumers, as well as being safe for our environment. We try to expand our product base with these principles in mind to compile a product line that we can be proud of, not only by how it tastes, but its effect on our planet in the long term. If you have a product that you think would be a good fit, then you can send us an email to buying@murrayscheese.com.
Yes, absolutely! Murray's specializes in custom gifts for clients and employees for any size. Our corporate gifts are handled by our own corporate client specialist and can be made to the specifications of your business. Here for more information on our corporate gifts, follow the link below: https://www.murrayscheese.com/business-gifts. Still have questions? You can reach out to our corporate gifting specialist at Gifting@murrayscheese.com.
Catalogs are currently unavailable. To view our online gift catalog, please click here.
You can easily subscribe to the CheezE-mail by filling out your information in the following link: https://www.murrayscheese.com/cheezemail You can also subscribe by entering your email in the "Sign Up For CheezE-mail" field located at the bottom right hand corner of this webpage.
All you need to do is click the "unsubscribe from this list" link at the bottom of the email and you should be all set!
If you are having trouble logging into your account or resetting your password, you can email us at orders@murrayscheese.com or give us a call at 212-243-3289 x7 from 9am-6pm EST M-F and a customer service representative will be able to update your account and give you access. If you need to place the order before the end of the day to ensure the order is entered on time and there isn't anyone around to answer your call/fulfill your request, we suggest placing the order with an alternative email address.
Are you using a mobile device or a tablet? Try switching from one to the other (using a tablet but switching to mobile, for ex). Are you using Safari or another unsupported Internet browser? We recommend Google Chrome or Firefox for best results. Also, clearing your cache and browser history in your browser settings can help too! We also recommend being logged into your profile when placing an order to ensure you receive proper communication from us. Be sure to check your Spam/Junk filters before placing another order in case our emails end up there. Adding us to your Contacts can help alleviate missing email communcation!
The privacy and security of our customers is very important to us.
Supplying Your Personal Information: Murray's Cheese collects information from you at several different points on our website in order to facilitate the delivery of services or the fulfillment of an order. There will be times, such as when placing an order, subscribing to a service, registering on the site, or requesting a catalogue, when we may request personal information such as your name, billing/shipping address, telephone number, e-mail address, credit card information, etc. It is solely your choice whether or not you provide this information, however, should you choose not to provide the information, we may be unable to process an order, fulfill a service, or display certain content on our website.
Internal Use of Contact Information: Murray's Cheese uses collected information for internal use such as analyzing trends and statistics, creation of your personalized "my account" section, and sending catalogues and newsletters by mail or e-mail.
External Use of Customer Information: We use outside purveyors for some services such as shipping and credit card processing. In order to use these services we must provide them with some of your personal information. These companies work with us with the understanding that they are not permitted to retain, share, store or use your information for any purpose aside from assisting in your customer transaction with Murray's Cheese. At times, we partner with third parties to provide specific services, such as sending our e-mail newsletters and mailing catalogues. When you sign up to receive newsletters or mailings, we will share names, or other contact information that is necessary for the third party to provide these services. These companies work with us with the understanding that they are not permitted to retain, share, store or use your information for any purpose aside from assisting in your customer transaction with Murray's Cheese.
External Links: The Murray's Cheese website contains links to the websites of our partners. Please be aware that anything that is linked to a website other than murrayscheese.com does not adhere to our privacy policy and we are not responsible for the privacy policies of the websites of our partners. This privacy statement applies solely to information collected by this Web site.
Security: This Web site takes precautions to protect your information. When our registration/order form asks you to enter sensitive information (such as credit card number), that information is encrypted and is protected with the customary encryption software used in the ecommerce industry - SSL.
View our detailed privacy policy.
Supplying Your Personal Information: Murray's Cheese collects information from you at several different points on our website in order to facilitate the delivery of services or the fulfillment of an order. There will be times, such as when placing an order, subscribing to a service, registering on the site, or requesting a catalogue, when we may request personal information such as your name, billing/shipping address, telephone number, e-mail address, credit card information, etc. It is solely your choice whether or not you provide this information, however, should you choose not to provide the information, we may be unable to process an order, fulfill a service, or display certain content on our website.
Internal Use of Contact Information: Murray's Cheese uses collected information for internal use such as analyzing trends and statistics, creation of your personalized "my account" section, and sending catalogues and newsletters by mail or e-mail.
External Use of Customer Information: We use outside purveyors for some services such as shipping and credit card processing. In order to use these services we must provide them with some of your personal information. These companies work with us with the understanding that they are not permitted to retain, share, store or use your information for any purpose aside from assisting in your customer transaction with Murray's Cheese. At times, we partner with third parties to provide specific services, such as sending our e-mail newsletters and mailing catalogues. When you sign up to receive newsletters or mailings, we will share names, or other contact information that is necessary for the third party to provide these services. These companies work with us with the understanding that they are not permitted to retain, share, store or use your information for any purpose aside from assisting in your customer transaction with Murray's Cheese.
External Links: The Murray's Cheese website contains links to the websites of our partners. Please be aware that anything that is linked to a website other than murrayscheese.com does not adhere to our privacy policy and we are not responsible for the privacy policies of the websites of our partners. This privacy statement applies solely to information collected by this Web site.
Security: This Web site takes precautions to protect your information. When our registration/order form asks you to enter sensitive information (such as credit card number), that information is encrypted and is protected with the customary encryption software used in the ecommerce industry - SSL.
View our detailed privacy policy.
Yes! Learn more about our wholesale department at https://www.murrayscheese.com/wholesale
Services
For returns, refunds and exchanges, please contact customer service within 24-48 hours of receipt. Since our packages are perishable, please inspect your package immediately upon receipt. At our discretion, we may choose to ask for photo evidence of the product(s) you received to be sent to us via email before replacement product(s) are sent. If you could provide any photos of what you received this would be very helpful. We will do everything possible to re-route orders for timely delivery but cannot be responsible for damaged or compromised product due to the following situations:
- Wrong items were shipped
- Items were missing from the order
- Items were damaged/spoiled
- Items were shipped without proper insulation/ice packs
- FedEx lost package in transit
- FedEx failed to complete shipment in 48 hrs from shipping date
- FedEx delivered the order to the wrong address
We accept MasterCard, Visa, American Express and Discover. We also accept Murray's Cheese gift cards! To pay with a gift card, just enter the corresponding gift card number that can be found using the images pointing them out on the payment page of checkout.
Absolutely! You can add a gift message to your order on the first page of checkout labeled "gift options". There you will need to click on the box next to the "Add a gift message" option and a box will appear where you can enter your own message. Please note that gift messages have a maximum number of 300 characters INCLUDING SPACES.
If you missed the gift message section and placed your order without the message, you can send a reply email to the order confirmation you receive for the order and ask to include the enclosed gift message in your order. Once the request is fulfilled, a customer service representative will respond and notify you if they were able to add the message.
All of our orders are set up to not include pricing. The only information about billing that can be found in the order is the Billing address for the order on the invoice. All cheeses are shipped without prices included so there isn't anything to worry about!
Yes! Once you place your order for a monthly club, a welcoming letter will be sent to your address with the club information. This will be addressed to the recipient and can be sent over via email so they are aware of the gift they will receive. In the letter the type of club, length of the club, the delivery schedule, as well as the gift message will be included. Also contact information will be included in case the recipient needs to make adjustments to their order i.e. changing an address or delivery schedule.
Our discount codes will not work on gift cards, cheese classes, corporate gifting, catering, dropship items or monthly clubs unless otherwise noted. If you have any issues placing your order with a discount code, you can always give us a call at 212-243-3289 x7 and they will be happy to place the order over the phone with you.
You can either send us an email to orders@murrayscheese.com with a picture of the back of the card where the numbers are visible, or you can give us a call at 212-243-3289 x7 and a representative can look it up for you.
Products
To place an order for a custom gift, all you need to do is add the items you'd like to your cart and then proceed to checkout. This will bring you to the "Gift Options" page where you can add upsell items and message to your order.
For the protection of your cheeses and gourmet selections in transit, these items will be packed securely in our shipping carton. Items will not ship inside a tote bag if a tote is selected as part of the gift. If you purchase one of our Murray's Collections we can pack that in our signature Deluxe Cooler!
We do offer gift cards for $50, $100, $150, $200, and $500 as well as gift cards with a custom amount. For gift cards with a custom amount, please call at 212-243-3289 x7 so we can take the order over the phone. Our gift cards NEVER EXPIRE and they be used at all of our retail and restaurant locations in NYC as well as our site and for classes. Our digital gift cards will be sent via e-mail, one day prior to the delivery date selected in checkout. If you need it sooner, just ask! Reach out to our Customer Service team via email, live chat, or phone.
When checking out on the "Payment" page, click the drop down option labeled "Add a Gift Certificate" and follow the instructions depicted below and the available balance on the card will be deducted from the order total. If the order costs more than the amount on the card, you will need to put in a credit/debit card to charge the remaining amount.
If you opt in for substitutions in checkout and one of the items on your order is out of stock, a Murray's cheesemonger will add a similar item to replace it. If the item is less expensive, then you will only be charged the price of the substitution; if the replacement item is more expensive than the original, we will only charge you for the price of the original item that is out of stock. If an item in your order is out of stock and you didn't opt in for subs, then we will send the order without the missing item.
Unless specified otherwise, all cheeses sold by the pound are cut by hand into half-pound pieces, special requests are welcome for items purchased in 2 lbs increments or more by contacting us along with your order confirmation at least 48 business hours or more ahead of your estimated ship date. For whole wheels, you should contact our team regarding approximate weight of a whole wheel of that particular cheese. *Note: each wheel varies slightly in weight and is subject to our honest pricing guarantee.
Unless specified otherwise, all cheeses sold by the pound are cut by hand into half-pound pieces, special requests are welcome for items purchased in 2 lbs increments or more by contacting us along with your order confirmation at least 48 business hours or more ahead of your estimated ship date. For whole wheels, you should contact our team regarding approximate weight of a whole wheel of that particular cheese. *Note: each wheel varies slightly in weight and is subject to our honest pricing guarantee.
No, unfortunately none of our locations are Kosher. Once we process Kosher items at our facility the items are no longer considered Kosher.
We suggest our customers to unpack the order and refrigerate the items. We recommend using the cheese paper we send most of our products in to store the cheese (butcher paper or wax paper will also work). The cheese paper helps cover the items and stop them from drying out, while also allowing the cheese to breathe. Since cheese is mold, it's a living thing! If you cut off air circulation to the cheese, you can actually cause it to suffocate and spoil at a faster rate. Cheese is best stored in the bottom drawer or vegetable crisper in your fridge. In general, it’s better to buy small amounts of cheese for when you need it rather than trying to make a lot last a long time.
No, we don't recommend our customers to ever freeze cheese because it can result in degradation of the texture and flavor. We like to tell our customers that they should finish the items they receive within the first two weeks so there is little time for the items to spoil. All cheeses and meats are perishables, by definition they will degrade over time so we encourage our customers to enjoy the cheese while it's in the best condition. Please check out this article from Martha Stewart where a member of our Caves team discusses freezing cheese!
Mold
Not necessarily. White/blue mold indicates that the cheese has been exposed to oxygen and the cheese can often be salvaged after removing the affected area. Some cheeses have natural mold on their rind from the natural aging process of making the cheese. Also it is common for cheeses that are wrapped in bark to accumulate mold on the wrapping material. Mold can also grow on the surface of harder more aged cheeses during storage. This can usually be removed from the face of the cheese by scraping it off with the blunt side of a knife.
Most of the time, cheese spoilage will be hard to miss. The most common sign is a bitter, ammoniated smell or flavor. Many folks believe if cheese develops mold then it must immediately be thrown out. While this is true for softer cheeses like ricotta, mold cannot pierce deeply into non-spreadable cheeses. You can remove mold from those cheeses with a knife or even a damp towel. You can find tutorials on Youtube or Google if you are unsure of how to proceed.
Black/red/pink mold usually indicates that the cheese has spoiled. If you see these indicators, please let us know as soon as possible so we can address the problem. If you ever have any questions about the mold on your cheese, you can always send photos of the product to orders@murrayscheese.com and we can have our product specialists take a look.
Most of the time, cheese spoilage will be hard to miss. The most common sign is a bitter, ammoniated smell or flavor. Many folks believe if cheese develops mold then it must immediately be thrown out. While this is true for softer cheeses like ricotta, mold cannot pierce deeply into non-spreadable cheeses. You can remove mold from those cheeses with a knife or even a damp towel. You can find tutorials on Youtube or Google if you are unsure of how to proceed.
Black/red/pink mold usually indicates that the cheese has spoiled. If you see these indicators, please let us know as soon as possible so we can address the problem. If you ever have any questions about the mold on your cheese, you can always send photos of the product to orders@murrayscheese.com and we can have our product specialists take a look.
Shipping & Delivery
| $0-$50 | $50+ | $100+ | $150+ | $250+ | |
|---|---|---|---|---|---|
| Ground | $7 | $7 | $7 | FREE | FREE |
| 1 Day Air* | $20 | $20 | $25 | $25 | $30 |
- Priority Delivery (by 10:30 AM to most U.S. addresses, delivery by 5 PM to remote areas) is $5 additional.*
- Priority Overnight starts at $25 and increases as order value increases. Orders shipping to Alaska, Hawaii, and Puerto Rico require Priority Overnight FedEx shipping. Shipping time for orders going to Alaska, Hawaii, and Puerto Rico may exceed one business day.
- Ground shipping is expected by 8pm local time. Standard Overnight is expected by 4:30pm for businesses and 8pm for residences. Priority Overnight is expected by 10:30am to most businesses and by 12pm for residences / 4:30pm to some rural areas.
For all orders that aren't for monthly club subscriptions, the delivery date you select in check out will be the estimated day the order is scheduled to arrive. We ship all perishable items for one day shipping so you will receive an email with tracking the day before it's delivered so you can track its progress.
If you purchase a monthly club subscription, the delivery day that you select in checkout DOESN'T MATTER. All monthly clubs start the month following your purchase. Our monthly clubs are shipped the second and third week of each month. Shipping confirmations are generally sent by the end of the first week of the month. If you need an order to be expedited or delayed, or have any questions regarding your club shipment, you can reach out to us via email at orders@murrayscheese.com or you can give us a call at 1-888-692-4339 x7 and a customer service representative will be happy to help you to the best of their ability.
At Murray's, our cheeses are cut by hand to provide only the freshest product. While we strive to be as accurate as possible, just like in our stores the final cut pieces may vary a little in size and weight. While you shop, you can request a weight and we will show you the associated price for everything priced by the pound. When you place your order, your card will be authorized for an additional 25% markup in order to accommodate variation between the weight ordered and the actual weight fulfilled. On the day of shipping, we assemble your order and weigh each item to determine its final price. At the time of final billing, it may appear as though there are two charges if the pre-authorization has not yet cleared from your statement. The majority of pre-authorizations clear within a matter of hours following the actual charge at the time of shipping. We believe you should pay for what you're getting, and guarantee that you'll always pay the price for the actual weight of your products.
For orders being shipped via FedEx, we can have the orders arrive on Tuesday-Saturday.
Unfortunately we don't have an exporting license so we aren't able to ship items outside of the USA and its territories. The only exception to this is that we do ship to Puerto Rico.
Unfortunately we don't ship to these types of addresses since FedEx doesn't allow it. If you'd like to discuss alternate options for shipping, please give us a call at 212-243-3289 x7 and a customer experience associate would be happy to help.
We are able to ship orders to these locations but there is limited service. If you have a shipping address in one of these locations, you can give us a call at 212-243-3289 x7 and our customer service team can check to see if your address is within our one day shipping zone.
We offer same day grocery service through Mercato for all three of our retail locations: Bleecker St, Grand Central Market, and Jackson Park.
Retail Store Delivery (NYC Only):
We offer delivery through Mercado for select zip code locations near our retail stores in NYC.
Bleecker Street:
Visit: https://www.mercato.com/shop/murrays-cheese-west-village
Visit: https://www.instacart.com/lower-manhattan/murrays-cheese
Grand Central Market:
Visit: https://www.mercato.com/shop/murrays-cheese-grand-central-market
We offer delivery through Mercado for select zip code locations near our retail stores in NYC.
Bleecker Street:
Visit: https://www.mercato.com/shop/murrays-cheese-west-village
Visit: https://www.instacart.com/lower-manhattan/murrays-cheese
Grand Central Market:
Visit: https://www.mercato.com/shop/murrays-cheese-grand-central-market
Murray’s Mac and Cheese:
We offer delivery of our Mac and Cheese through several delivery services for select locations in NYC.
GrubHub | Seamless | TryCaviar | Postmates
Murray’s Melts:
We offer delivery for Murray’s Melts for select locations in NYC through Seamless.
Visit: https://www.seamless.com/menu/murrays-cheese-254-bleecker-st-new-york/345311
Murray’s Cheese Bar:
We offer take-out service at our restaurant. Visit our website for more information.
Visit: https://www.murrayscheesebar.com/
We offer delivery of our Mac and Cheese through several delivery services for select locations in NYC.
GrubHub | Seamless | TryCaviar | Postmates
Murray’s Melts:
We offer delivery for Murray’s Melts for select locations in NYC through Seamless.
Visit: https://www.seamless.com/menu/murrays-cheese-254-bleecker-st-new-york/345311
Murray’s Cheese Bar:
We offer take-out service at our restaurant. Visit our website for more information.
Visit: https://www.murrayscheesebar.com/