Shipping & Returns

Packaging

Sensibus is committed to ensuring the safe and efficient delivery of its perishable food products. To do this, we are constantly researching, developing and improving our packaging system. Your cheeses are packaged in insulated cartons and fitted with ice packs to ensure quality standards for up to 48 hours. Items ordered together are not necessarily shipped together.

In order to ensure quality, our cheeses are cut to order. We do our very best to cut it as accurately as possible. There still remains a possibility of shipping a cheese that is slightly bigger or smaller than what has been ordered. All listed measurements and weights are approximate. 

Please note that because these are artisan products, the exact color of the cheeses may not match perfectly with the images on our website.

Gift Box & Messages

During the checkout process you will be able to add a gift box to your order and create a personalized gift message that will be included inside the box at no extra charge. Please be sure to provide us with a correct shipping address of the recipient and if possible a phone number.

Delivery Policy & Options

We aim to process and ship all orders within 1-2 working days, also subject to stock availability. However sometimes, during busy periods of the year, processing may take longer. Our processing times are for guidance and are not a guarantee. You will be notified by email the day your goods are shipped. Your order will be delivered according to the delivery method chosen.

Please note that:

  • Orders placed before 2 pm PST will be shipped the same day.
  • Orders placed after 2 pm PST will be processed within 1-2 business days. 
  • We cannot ship on Saturday or Sunday. Every order placed on Saturday or Sunday will be processed starting on the next working business day.
  • We ship to the continental US, as well as Hawaii and Alaska. We are not able to ship to US territories or other provinces.
  • We do not ship to PO Boxes.
  • All purchases that include perishable items require Overnight Shipping. We strongly recommend that someone will be available to receive the package at the delivery address provided, to ensure the perishable items are refrigerated after delivery. To follow every step of your shipment, we encourage you to sign up for FedEx Track.
    • If you choose for the package to be left at the door, we cannot be held responsible for any spoilages that may occur.
    • If nobody is at the delivery address provided, it's up to the delivery driver's discretion to leave the package at the door. In an instance where the driver deems the area to be unsafe, a note for delivery attempt will be left at the door.
  • At checkout, you will have the option to select "Signature Required" at the time of delivery. Please ensure that someone will be present at the delivery address provided at the estimated time of delivery. We encourage you to sign up for FedEx Track to more effectively coordinate order delivery. The customer will be held responsible for any charges incurred due to rerouting or changes to the delivery address
    • As per the rules and regulations held by our carrier, if no rerouting or address changes have been made and/or no one is present to sign the release of the package, a notice will be left on the door of the delivery address. At this point, the package will be classified as an “on time delivery” and a second attempt will be made the following business day. Any damages and/or spoilages that occur after the first attempt of delivery no longer qualify for refund or exchange from Sensibus nor shall the carrier be held responsible for credit.
  • For purchases over $ 999 a signature will always be required at the time of delivery.

Shipping Charges

Standard shipping charges are calculated using the total dollar amount of merchandise ordered for each delivery address provided, as detailed in the chart below:

$0 - $50 $50 - $90 $90 - $190 over  $190
Ground $10.00 $13.00 $16.00 Free
Next Day Air Saver® (1 day - by end of day) $17.00 $22.00 $32.00 15%
Next Day Air® (1 day) $24.00 $32.00 $40.00 18%
  • Perishable items might include special insulated boxes and ice-gel packs to keep items cool until arrival.
  • When ordering perishable products and Ground Shipping can't deliver your order as quickly as we require, we do not display Ground as a shipping option in the checkout process.
  • Oversized items may take longer to be delivered and sometimes require special treatment.
  • If you place your order after 2:00 pm on Thursday and before 2:00 pm on Friday, you may have possibility to choose Saturday as a delivery option, depending on delivery destination. Note that there will be a $15 surcharge applied for Saturday delivery, as per the rates charged by our carrier partners. If you do not need to have the goods by Saturday, please choose standard delivery options, and your order will be shipped Monday, or the next working business day.

Damaged or Inaccurate Merchandise

Orders are eligible for replacement, refund or merchandise credit only if damages are a direct consequence of Sensibus' negligence.

However, we cannot be held responsible for damages resulting from but not limited the following:

  • Items and products compromised or damaged due to delays caused by weather-related incidents, acts of nature or other catastrophic events that are out of Sensibus’ control.
  • Items and products compromised or damaged because nobody was home to receive the order and the package was left at the door. 
  • Items and products compromised or damaged after first attempted delivery was unsuccessful because nobody was available to sign for the receipt of the package when "Signature Required" is in effect.
  • Incorrect delivery address(es) listed. *When applicable, please be sure to list all apartment, suite and floor numbers*.
  • Spoilages caused from unopened and/or unrefrigerated packages. All orders will be marked as “perishable” when applicable.

How to File a Claim

Upon receipt of package, please inspect your purchase and notify us of any issues. Any and all claims must be filed within 24 hours from the time of receipt and be accompanied by photographic evidence of damages and the original receipt or gift receipt.

For your convenience, you can begin by processing your claim online.

Briefly describe the reasons of your claim and indicate whether you would like an order replacement or merchandise credit.

Returns 

Perishable items are not eligible for returns and are considered final sale.

However returns are allowed for non-perishable items, as long as you contact us within 24 hours from the time of receipt and if the product is still in its original packaging and condition.

For your convenience, you can begin by processing your request online and explain the reason for the return. Upon approval of your request, we will require the item(s) to be returned in the original condition and in the complete and undamaged packaging within 21 days of the order date. The merchandise credit will not be processed if the item is not returned to us in the condition stated above. All returned merchandise must be accompanied by the delivery slip and/or receipt from the original order.

After the returned item(s) has been inspected back at our facility, we will provide you with a merchandise credit equal to the cost of the purchased merchandise. You may place a new order if an alternative item is desired. If you wish to use the merchandise credit for your new order, please wait to place the order until after the merchandise credit has been received. Shipping charges are non refundable.

Please note, you will be responsible for covering shipping charges, both for the return and replacement shipments.

Shop with confidence at sensibus.com. Your satisfaction is 100% guaranteed.