Murray's Support Center

Let's chat cheese! We're here to help you discover your next favorite cheese, explore new offerings, and provide the customer support every cheese lover deserves. To speak to a qualified cheesemonger, contact us weekdays from 9:00 AM to 6:00 PM ET. If you need to make changes to your order, we're happy to assist. Please reach out via phone, email, or chat for any adjustments or cancellations.

At Murray's, we pride ourselves on the expert care we put into every order, handcutting and packing every delivery. Because of this extra TLC, we are unable to make any changes to your orders within 48 hours of shipping.

Murray's Cheese reserves the right to move orders as needed to ensure the best possible odds for the timely arrival of a large volume of perishable gifts, we sincerely appreciate your understanding and flexibility, should your order be adjusted. You will always be contacted in advance if your shipping date is updated! 

Pro tip: sign up for FedEx Delivery Manager to get the latest and FASTEST updates on your order once it ships (it's free!) and FedEx also has a Weather Alert page that customer can check for weather-related delivery updates.

If you're interested in having Murray’s carry your products, follow the link below to our Vendor Inquiry Form. Our team will review and reach out if interested.

If you have any questions, please reach out to [email protected] 

The information below applies to orders placed on www.murrayscheese.com. Orders can be placed 24/7 on our website.

• Orders shipping to Alaska, Hawaii, and Puerto Rico require Priority FedEx shipping.
• Shipping time for orders going to Alaska, Hawaii, and Puerto Rico may exceed one business day.
• Ground shipping is expected by 8:00 PM local time.
• Standard shipping is expected by 4:30 PM for businesses and 8:00 PM for residences. 
• Priority shipping is expected by 10:30 AM for most businesses and by 12:00 PM for residences / 5:00 PM to some rural areas.
• Dropship items from Olympia Provisions DO NOT ship to Puerto Rico.
• Olympia Provisions only ships Mon-Wed. Boomerang Bites ships Mon-Thurs. Beecher's ships Mon-Fri.

Depending on the contents of your order and the destination of your shipment, you'll be offered Ground, Standard, and/or Priority shipping at checkout. We also offer FedEx Saturday Delivery. If you're ordering harder cheeses or grocery items, you may be offered Ground. Finally, if you're ordering very heavy items like pickles or large cheese boards, Ground may be the only option offered to you.

Where Ground shipping can't deliver your order as quickly as we require, or where Ground shipping is not available for your location, we do not display Ground as a shipping option in the checkout process. 

For Saturday Priority delivery, choose Saturday as your delivery date and you'll be offered the premium service. We cannot ship on Saturday or Sunday, unless otherwise noted.

If desired, you can select a future delivery date during the checkout process. Please note that you are able to select a future date for your order for most products during checkout, but this is not an option for Monthly Clubs. Clubs are shipped according to a predetermined schedule.

During December and other peak periods, we require one additional day to process and deliver your order and will inform you of any unusual delays.

We ship all packages with Signature Release, so no signature is required. FedEx will leave your order at your door if you are not available to receive it. We cannot ship to PO boxes, APOs, FPOs, or locations outside the United States.

Murray's Cheese takes a day to receive and process your order. We reserve the right to move orders based on item availability.

Please remember that the delivery clock starts once the package is picked up from our location, not once the order is placed. Changes to orders must be requested at least 48 business hours prior to the ship date. Please review your order carefully. 

We take great care in cutting, preparing, and packing your order by hand to ship on the date you specify during checkout. Please allow plenty of time for your cheese to arrive at least a day ahead of any events or holidays to avoid added delays. (Ordering for arrival before to your event doesn't impact the quality of the cheese you receive, since your items can be safely refrigerated for about a week before enjoying.) Consider upgrading to 24-hour guaranteed Priority shipping for added peace of mind (and just $5 more) when timing is critical.

Murray’s wants you to get the highest quality cheese in the freshest possible condition. We use state-of-the-art packaging; every order is packed in a thermal-lined box with reusable food-friendly gel packs to ensure quality standards for up to 24 hours under normal conditions (up to 48 hours in colder months). If the ice packs have melted, your cheese and charcuterie should be fine, they will just need to be refrigerated upon arrival. We have partnered with FedEx to track our customers' packages as they travel across the country, taking the most direct route to get our products to you as quickly as possible.

You can always receive the latest updates on estimated arrival and track your order every step of the way by signing up for Delivery Manager at FedEx.com. If you have shipping related questions or concerns, please feel free to reach out to us to consult by phone or email prior to placing your order. Note: Your shipping confirmation email with tracking will be send out by EOD/late evening.

*FedEx Standard Delivery can be delivered within 1-2 days outside of the ground zone. Priority is preferred.

The Cut Process

Every day, the expert cheese cutters at Murray’s Cheese select the perfect wheels and cut your cheese to order. Each order is cut inside of our state-of-the-art clean room. Cutting cheese at Murray’s is an art, not a science, so while your piece may be slightly over or slightly under what you ordered, you can rest assured that it was cut fresh just for you.

The Wrap Process

Your cheese is wrapped in our specially produced cheese paper. The paper is lined with a breathable layer to allow the cheese to continue maturing while en route to your door. The breathable paper prevents the cheese from being suffocated, but also prevents it from drying out.

State-of-the-Art Packaging

Every order is packed in a thermal-lined box with reusable, food-friendly gel packs to ensure quality standards for up to 24 hours (up to 48 hours in colder months). The goal is for the cheese to arrive to you cool to cold. If the ice packs have melted, your cheese and charcuterie should be fine and just need to be refrigerated upon arrival.

PRODUCT SUBSTITUTIONS

You'll be given the option at checkout to allow Murray's to make substitutions to your order in the event that an item is out of stock. Substitutions are made at the discretion of our experienced mongers and are based upon available options. Due to seasonal availability and supply limitations, we may need to substitute items within gift selections. We always aim to compose gift selections with alternative ingredients of equal or greater quality. In the event an item of lesser value is the best available option, you will only be charged for the value of the lower priced replacement. Substitutions may not be available for limited products or on sale products. *Note: We cannot provide substitutions on dropship items from Beecher's, Boomerang Bites and Olympia Provisions if they are out of stock.

Food Allergies

Customers with food allergies and/or intolerances may wish to opt out of allowing substitutions in consideration of dietary restrictions or concerns.

HONEST PRICING POLICY

At Murray's, cheeses offered in pieces smaller than a full wheel are cut by hand to provide only the freshest product. While we strive to be as accurate as possible, the final cut pieces may vary a little in size and weight, just like in our cheese shops. While you shop our online store, you can request a weight, and we will show you the associated price for everything by the pound. On the day of shipping, we'll assemble your order and weigh each item to determine its final price. We believe you should only pay for what you're getting and guarantee that you'll always be charged for the actual weight of the products you're receiving.

Unless specified otherwise, all by-the-pound cheeses are cut by hand and shipped in half-pound (.5 lb.) pieces. Special requests are welcome for quantities of  2 pounds or more; simply place your order and reply to the confirmation email at least 48 business hours ahead of your estimated ship date. For whole wheels, please contact our team regarding the approximate wheel weight for that particular cheese. Each wheel varies slightly in weight and is subject to our honest pricing guarantee.

CREDIT CARD APPROVALS

When your order is placed, your card will be pre-authorized for the amount of your purchase. This temporary hold on funds renews every 7 days until your ship date, especially if you place your order further in advance. For orders containing any hand-cut items, the pre-authorization will include a 25% markup—this is not a charge and is only added to accommodate variation between the weight ordered and the actual weight fulfilled (see honest pricing policy above). This is only done due to rules set by payment processors. For example: if we pre-authorize the card for the exact weight ordered, but the actual cut weight ends up being slightly above that, we would not be able to process the payment, as final charges must be less than or equal to the initial authorization.

Your card is not actually charged until your order is shipped. At that time, cut-to-order items will be billed based on the exact weight fulfilled times the per-pound 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.

Murray's accepts the following credit cards: Mastercard, Visa , Discover, and American Express. All prices are subject to change without notice. Website prices do not reflect the cost of delivery. We do not ship C.O.D. New York State sales taxes will automatically be added to any applicable purchase.

COUPONS & SALES

All coupons listed online and promotional pricing on our site are valid for online orders only and cannot be used at our retail locations, unless otherwise noted.

Monthly clubs, classes, corporate and concierge gifting orders, catering orders, dropship items, and gift cards do not qualify for promotions, unless otherwise noted.

GIFT CARDS

• Digital Gift Cards can be purchased online and will be sent via email. These cards can be used for online purchases, at our NYC stores, for both in-person and virtual classes, and at our restaurant, Murray's Mac & Cheese.
• Our digital gift cards are sent within 30 minutes of purchase if same-day delivery is selected. For future delivery dates, gift cards will be sent by 7:30am ET on the selected delivery date.
• When using your gift card for an online purchase, add your gift card code in the box labeled "Gift card number" in the “PAYMENT” stage of the checkout process. 
• Please note: Physical gift cards can only be purchased at our New York City stores.
• Murray’s gift cards cannot be used at Kroger-owned locations. 
• Discounts are not available on gift cards.

GIFT MESSAGES

A personalized gift note can be included with all of our products at no extra charge. You will be prompted to write a gift message when your online order is sent to a different name than the one used for purchase. Please be sure to include a signature!

GIFT RECEIPT POLICY

If the order is being shipped to a recipient other than the billing name, it will not include pricing on the packing slip included with the order.

RETURNS, REFUNDS, & EXCHANGES

For returns, refunds, and exchanges, please contact customer service within 24-48 hours of receipt.

Since our packages are perishable, we request that the recipient inspect each package immediately upon receipt and document any signs of spoilage or damage. At our discretion, we may require photo evidence of the product(s) you received to be sent to us via email before replacement product(s) are sent. If you can 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 guarantee success once the package is out of our custody.

Please be aware, Murray’s is not responsible for replacing damaged or otherwise compromised product due to the following:

• Delayed deliveries due to weather or other "Acts of God".
• Incorrect addresses. (* Please be sure to include apartment, suite or floor numbers, as needed.)
• Delivered to specified address, yet package was stolen/wasn't received.
• Gift shipments sent to recipients who are out of town or otherwise unavailable to receive their shipment. Please notify the recipient of the pending arrival of perishables!
• Package received but contents not refrigerated within 24 hours allowing for unnecessary spoilage (all boxes are clearly marked "Perishable").
• Items that have been discarded without consultation or consumed.

MONTHLY CLUBS

For 3-, 6-, and 12-month clubs, your one-time charge includes the cost of membership and shipping charges.  

If you have purchased any of our monthly clubs as a gift, we will send you a welcome letter for your recipient so you can mail or present it as you wish.

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 to skip a shipment without reducing your total number of club fulfillments, or change the shipping address please call our customer experience team.

Please note: if you specify a ship date for your order during checkout, it will not apply to your Monthly Club selection. Items ordered in addition to the monthly club will ship with your first monthly club order.