Frequently Asked Questions

 
Frequently Asked Questions regarding CheeseSlicing.com

Q. What is CheeseSlicing.com?

A. CheeseSlicing.com is the Web site for CheeseSlicing, LLC, which has been dedicated to providing beautiful, high quality, and economical cheese slicers and accessories. As opposed to a traditional "brick and mortar" store, where products are simply placed on a shelf above a small name tag, CheeseSlicing.com is well suited to educate consumers about the merits of its products. Whether shopping to equip your kitchen, prepare for a party or to find that unique gift, CheeseSlicing.com is a destination that offers a wonderful line of gourmet slicers and accessories that can be delivered to your home, a friend, relative or office.

Q. What holiday gifts do you offer?

A. We offer holiday and winter themed spreaders. This carefully-chosen selection of bright, colorful items surely will delight the special people on your holiday list. However, any of our cheese cutters make excellent holiday gifts. For just $3 extra, we can wrap the gift, and enclose a gift message, to that special someone. Please choose the kind of gift wrap you would like used for each package: All-Occasion, Juicy Fruits, Flowing Lilacs, Birthday Bash, Wedding Bliss, Anniversary, Chanukah, Christmas, Father's Day, Holiday, Mother's Day. We reserve the right to substitute a different appropriate wrap if the pattern shown in the photographs on the Web site is not available or out of stock.

Q. What are your customer service policies?

A. CheeseSlicing.com was designed with the consumer in mind. The layout of the web site is logical and easy to navigate with pages that load quickly. The goal was to make shopping at CheeseSlicing.com convenient, fun and educational. CheeseSlicing.com is truly interactive, responding to any customer questions or concerns within 1 business day. Along these lines, the company offers a liberal lifetime replacement policy and will provide a refund or reshipment without a hassle. We hope that our unconditional quality guarantee convinces you that we are making the strongest possible commitment to customer satisfaction. Each purchase made at CheeseSlicing.com is a new opportunity for us to earn the trust and loyalty of our valued customers.

The goal at CheeseSlicing.com is to provide our valued customers with a unique selection of carefully selected gourmet slicers and accessories at reasonable prices. We are open for business on the Internet 24 hours per day, seven days per week. We do not ship on Wednesdays do to inventory and stocking responsibilities to better serve you.

Q. The wire on my cheese slicer broke. How do I get it replaced?

A. We offer a lifetime replacement guarantee. Simply ship us the broken wire, along with a stamped, self-addressed envelope, to:
CheeseSlicing, LLC
Customer Service Department
PO Box 242
Sheboygan, WI 53082-0242
We will promptly send you a replacement wire.

Q. Can I purchase additional wires so I always have a spare on hand?

A. Yes, you may order replacement wires directly from our site. Please note that our replacement wires are available in several lengths. The proper length for your cheese slicer can be determined by measuring the length of the cutting slot on your board. Spare wires are available for $1.50 to $3.00 depending on the model. To ensure excellent customer service, please enclose a note describing the manufacturer, if known, type of cheese slicer, dimensions, and type of handle. If you can identify the type of wire you need from the chart on our Order Spare Wires page, please identify the wire you need by its item number.

Q. How do I tell which cheese slicer wire to order for my particular cheese slicer?

A. Please review our online instructions at www.cheeseslicing.com/site/681068/page/2640037. Please do not telephone regarding which wire to choose, as it is very difficult to determine over the phone which wire will fit your cheese slicer. Please review the photos and instructions here, and then, if necessary, mail us the necessary materials as specified in the directions.

Q. How do I replace a cutting wire once I receive the free replacement?

A. Prodyne (CW-LONG or CW-SHORT) Wire Replacement Procedure

  1. Position slicer on flat surface
  2. Loosen set screw and turn handle upward.
  3. Using narrow object (such as a nail), push wire fastening pin out.
  4. While holding the base, grasp metal bar and gently slide it outward until it clears cutting slot.
  5. Remove broken wire pieces.
  6. Take new wire and place wire loop into cutting slot. Slide bar back into base passing the bar through wire loop.
  7. With handle in raised position, place the other wire loop into handle cavity and reinsert fastening pin passing it through loop.
  8. Turn the handle away from the board until it rests on the flat surface. Grasp handle and tighten set screw into metal bar.
  9. Gently work bar either into or out of base until the wire is aligned with cutting slot.

Your Gourmet Cheese Slicer is now ready for use once again.

If you need further help replacing your Prodyne wire, please call (800) 822-4776.

A. Compact (CW-CMPCT) Wire Replacement Procedure

  1. Unscrew handle from retaining nut and remove unit from arm.
  2. Loop one end of the wire into the groove at the base of the arm and the other end of the wire onto the threads of the handle.
  3. Screw handle back onto retaining nut.
  4. Slide retaining nut onto arm, aligning wire in groove.
  5. Tighten wire by adjusting angle of handle. When taut, screw handle until it locks against arm.

Note: If the handle is adjusted too tightly, the cheese wire may break.

Q. When I received my cheese slicer, the wire did not line up with the cutting slot. Is it broken or defective?

A. How to Align the Wire In the Cutting Slot

This is a very common occurrence that happens during shipping. Often during handling, the weight of the base forces the handle too far into the base, causing the wire to be too far to the left. Fortunately, this situation is easily fixed, and is not a defect in the slicer. It will not reoccur after you fix it.

All you need to do to restore your slicer to perfect working order is

  1. Place the board on a flat surface with the handle end facing you.
  2. Lift the handle so that it is perpendicular to the board.
  3. With gentle finger pressure, rock the handle back and forth gently while slightly pulling the handle out of the board, just enough so that the wire aligns with the groove.
  4. Rotate the arm the down to cutting position to verify that the wire is properly aligned. If it is not, repeat the steps above.

Your Cheese Slicer is now ready for use!

If you need further help aligning your wire, please call (800) 822-4776.

Q. The handle for my cheese slicer broke. Do you sell replacements?

A. Yes, we do sell replacement handles for certain models of cheese slicers. Please browse our hardware page to see what is available online.

Q. How often do your prices change? What if I purchased something, and now it's on special?

A. The prices listed on the www.CheeseSlicing.com web site are current as long as they are displayed and are subject to change at our discretion. We have sales and special promotional codes for certain items about which we notify our customers with our e-mail newsletters. We cannot be responsible for e-mail that does not reach a recipient because of spam filters or any other reason.

Q. What payment options do you offer? Do you charge sales tax?

A. CheeseSlicing.com accepts VISA, MasterCard, Discover, American Express, PayPal, and check/money order. You may submit your order via Internet and phone-in orders. We ship to addresses within the United States and charge 5% sales tax to residents of Wisconsin. We also ship to Canada, Mexico, Australia, New Zealand, and selected European and Asian countries.

Q. What if an item I ordered is not in stock?

A. Many of the items we sell are only available to us in limited quantities. We make every effort to update our Web site to reflect out of stock conditions, but it is possible that an item you purchase at CheeseSlicing.com is on back order. In that event, we customarily ship as much of the order as possible and ship the back-ordered item as it becomes available. In case an item is discontinued by the manufacturer, we will contact to you arrange for a comparable item to be substituted.

Q. What happens if the Web site goes down or is not available?

A. CheeseSlicing.com makes every effort to maintain 100% system availability. In instances where we do experience technical difficulties, we are not responsible for orders that are not processed or accepted.

Q. What shipping options do you offer? How are shipping rates determined?

A. CheeseSlicing.com ships via your choice of Basic Standard Shipping, Expedited Shipping, or Overnight. There are two factors that determine the shipping charges on orders. First, shipping charge increment as the weight of your order increases. Secondly, the shipping charge formula is scaled based upon the distance between Sheboygan, Wisconsin headquarters and the destination address. We have set our rates to approximate the rates charged to us by our delivery service providers; when the carriers raise their shipping rates, we must also raise our rates accordingly. Basic Standard Shipping uses the US Postal Service, UPS Ground, or FedEx Ground at our discretion, depending on the number of items, size of the box, and weight of all the products ordered. Expedited Shipping (2-day) uses either FedEx Express 2 day, UPS 2-Day Air, or USPS Priority Mail 2-Day at our discretion. Overnight shipping uses FedEx Express Standard Overnight, UPS Next Day Air, or USPS Express Mail Overnight. If you have a strong preference for a carrier, please specify it in your comments, and we will accommodate you. For international orders (Canada, Mexico, Australia, New Zealand, and selected European and Asian countries), Standard Shipping must be chosen, and the orders will be shipped by USPS First Class International for parcels under 5 pounds, and USPS Priority Mail International for 5 pounds or over. If you put the items in which you are interested into the shopping cart and correctly enter your shipping address including the country, the Web site will let you know the shipping charges based on weight and country.

CheeseSlicing.com also offers an option of choosing Your Shipping Account. If you have a business or personal Federal Express or UPS Account, you may enter your account number and we will bill your account for the shipping charges. No shipping charges will then be incurred in the total payable to CheeseSlicing.com.

We inspect our merchandise and wrap fragile items securely. Once packages leave our location, we are not responsible for damage unless the parcel is insured. In case of damage to an Insured parcel, we file a claim and replace the damaged item as soon as the claim is settled.

Q. If I am not satisfied, can I return my order?

A. Return Policy

Any item(s) that you deem unsatisfactory will be replaced or refunded upon your request, as long as you let us know the details of the problem within 5 business days of having received your order. This is a very liberal return policy and we reserve the right to become stricter if people begin to take advantage of our trust. If the product is damaged or defective, contact us for a return merchandise authorization, and we will replace the item with a new one in perfect condition. If you change your mind about a product, or wish to return it for any reason other than damage or defect, we will be happy to refund the cost of that product or exchange it for another, as long as it is unused and in resalable condition, but you must pay for postage to ship it back to us. If an item is returned dirty or used, do not expect to receive a full refund, because we can not resell it in that condition.

Q. How do I know my information is secure?

A. CheeseSlicing.com respects your privacy. We hope to earn your trust and confidence in us by making the following promises: No information that is gathered or tracked by CheeseSlicing.com will ever be sold, rented, leased, given or shared to third parties not working for CheeseSlicing, LLC. We will not use the information we gather from you in any unsavory manner.

If you choose to provide us with your email address, by registering for our free newsletter or making a purchase from us, we will occasionally send you email with recommendations or notices of new products and prices. This email may include paid advertisements from third parties. To block future email of this type, simply send an email indicating so. During the Checkout process, we ask you to provide us with contact information, such as name, billing address, shipping address, email address, telephone number and a valid credit card number. We use this information to verify your account and process your order.

Q. What about credit card fraud?

A. In reference to credit card processing, we take fraud very seriously. It is a violation of State and Federal law to place orders under a false name or with an invalid credit card number. Attempts at fraudulent ordering will be prosecuted to the fullest extent of the law. Both the FBI and the US Secret Service have advanced methods to identify the time, location and origination of Internet transactions, and have assumed responsibility for investigating Internet fraud cases.

Your browser and CheeseSlicing.com's secure server work together to encrypt your credit card information during transmission, ensuring that transactions stay private and protected. CheeseSlicing.com guarantees the safety of your credit card information in the following manner: if any unauthorized use of your credit card occurs as a result of your credit card purchase from CheeseSlicing.com, simply notify your credit card provider in accordance with its reporting rules and procedures.

Q. What are shipping dates and times?

A. SHIPPING SCHEDULE:

Our shipping schedule is as follows: Expedited Shipping Monday-Friday, within 2 business days of placing the order. Basic Standard Shipping are shipped Monday-Saturday within 3 business days of receiving the order. Overnight Shipping orders are shipped on the following business day. If you need your order by a specific date please put it in the comments of your order. If we are not able to meet these standards you will be contacted by phone or email.

TRACKING:

We have built an online tracking mechanism so you can track the package as is it shipped to your address.

INTERNATIONAL ORDERS:

We are currently unable to ship cheese slicers to many countries outside the US, due to Customs, VAT Taxes and Brokerage costs. These can add as much as 300% to the cost of the order and are applied when the package arrives. Because of this we have no forewarning or idea of what the bill will be to the receiving party at time of arrival. We are working very hard to resolve these issues on a country by country basis, we regret not being able to help you at this time. Currently, we ship to Canada, the UK, several other Western European countries, Australia, and New Zealand. If you put the items in which you are interested into the shopping cart and correctly enter your shipping address including the country, the Web site will let you know the shipping charges based on weight and country.

Guarantee of Satisfaction

We have dedicated ourselves to selling only the finest quality products. If for any reason you are not satisfied with your order, please call and talk to Customer Service to discuss your displeasure at (920) 627-6969.

Q. How do I order online?

A. After you find a product you would like to purchase, click the item name to view and/or order. If you'd like to order the item, select a quantity and click the "Add to Cart" button. Each time you add an item, you'll be taken to the Shopping Cart to see what you've purchased. To continue shopping, click "Continue Shopping". Once you've found all the items you want and have reviewed your cart to make sure you have everything you want, click "Checkout" and fill out the following forms. If you change your mind about an item, or made a mistake and no longer wish to purchase that item, click the Trash Can icon next to the total price for that item. If you want to change the quantity of an item ordered, you may adjust the Qty. field for that item, and click Update. Your total will be adjusted accordingly. Note that if you want to remove an item entirely, use the Trash Can; do not change the quantity to zero.

Once you've filled in your billing and shipping information, click the "Place Final Order" button, and your order will be complete. You can print the resulting page as your receipt, and you'll also receive confirmation via email.

Q. Why do I get a message that says, "ERROR 'Day Phone' required in Shipment" (or other similar Error message)?

Required fields on the Shipping and Billing Information are marked with an asterisk (*). You will not be able to proceed until these fields are filled in. Please be assured we do NOT share your information with other companies. A daytime telephone number is required by UPS and FedEx in case of delivery problems with your order.

Q. Why was my credit card declined?

A. The most common reason for credit cards not being accepted is that the address and postal code entered for Billing Information do not match the address for the credit card statement. Some gift cards also can not be verified by the online system, and therefore are not acceptable online. Sometimes the CVV2 code (3 digits on the back of the card for Visa, MC, and Discover, or 4 digits for AmEx) is not entered, or entered incorrectly. We can NOT process your transaction without this code, because it verifies that you are the cardholder. The code is present only on the physical card, not on billing statements or other records. This helps protect you from credit card fraud.

Q. What is a split shipment? How do I split a shipment?

A. To better serve your needs, we've allowed you to ship parts of your order to different destinations. We now ship items direct, to different addresses, per your request. You may specify up to 4 different ship-to addresses. To do so, click the Split Shipment button in the Shopping Cart. A dropdown menu with the letter A appears next to each item. Leave the letter A next to all the items you wish to send in the first shipment. Change the letter to B for items in the second shipment, and so forth. Note that if you want to send the same item to two different addresses, you must the item to your shopping cart twice so that you can split the shipment. You cannot put a Qty. of 2 and send one to each of 2 separate addresses.

Q. How can I speak to a live person? Can I place a phone order?

A. To place an order or inquire about existing orders, Customer Service will be available 10 AM to 7 PM central standard time (CST), Monday through Sunday at (920) 627-6969. For faster service, please have your order ready and have your credit card information handy. You may place telephone orders during these business hours. If you wish us to telephone you to avoid long distance charges, simply send your name and phone number to sales@cheeseslicing.net. We will telephone you within 1 business day. Please be patient--because of large call volumes, it may take several hours to return your call; we respond to inquiries in the order we receive them. Leaving additional voice mail messages is not likely to expedite our response to your inquiry.

To inquire about aligning wires or replacing wires in your Prodyne cheese slicer, please call (800) 822-4776.

Q. Can I order by mail? How can I pay by check or money order?

Please enclose a check or money order payable to CheeseSlicing, LLC for the total amount of your purchase, including shipping and 5% sales tax (if you reside in Wisconsin). Note that we do not ship your product until your check has cleared our bank, so allow an extra 2-4 business days for orders paid by check.

Q. How soon do you ship an order when it is received?

A. Orders placed after Thursday, unless Overnight, will not ship until the following Monday.

Overnight orders placed after Friday will not ship until the following Monday.

We use ground service to all continental USA locations for Basic Standard Shipping orders.

Q: Can I have my shipment sent using my own shipping account? If so, how do I indicate that on the order form so that it doesn't charge me the full price?

A: Absolutely. You may choose My Shipping Account as the shipping option on the order form. Then please be sure to include your FedEx or UPS account number in the Comments box of your order form.

Q. Can you ship COD?

A. Sorry, no C.O.D. shipments.

Q. Do you use US Postal Service Priority Mail or Parcel Select?

A. We offer Priority Mail shipment to anywhere in the Continental US, or to post office boxes or APO/FPO addresses.

We cannot be responsible for non-delivery when the addresses and/or ZIP codes are incomplete, incorrect or illegible. If it's your error, we will correct the address as required, reship the package and charge you accordingly. Also double-check to see that delivery dates, quantities, item numbers and amounts are listed and correct.

Q. What is your deadline to have my order received by Christmas?

A. Under normal circumstances to guarantee Christmas delivery, all orders must be received in our office by December 16, 2016 for ground delivery service. All orders received after December 16 must be sent by Expedited or Overnight delivery. Ground service is not guaranteed between December 15 and December 24, 2017.

To guarantee 2nd day air service for delivery before Christmas, all orders must be received no later than December 20, 2017.

To guarantee overnight service for delivery before Christmas, all orders must be received no later than 2 PM CST on December 21, 2017.

After December 21, 2017 all orders received will be shipped after Christmas.

Timeliness of Orders: Orders placed after Thursday noon CST, unless overnight, will not ship until the following Monday. Overnight orders placed on or after Friday will not ship until the following Monday.

Q. I have a question not answered above. How do I contact you?

Click on this link: customerservice@cheeseslicing.com and ask us your question. We will respond within 1 business day.




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