Frequently Asked Questions
Delivery
What measures are implemented by Fromagerie de l’Île-aux-Grues and its deliveries via Purolator courier to prevent the spread of COVID-19?
In addition to applying the strictest federal requirements of the Canadian Food Inspection Agency (CFIA) and complying with the recognized HACCP standards of our certification, Fromagerie de l’Île-aux-Grues is making extraordinary additional efforts to prevent and limit any spread of the virus. We daily monitor updated information from various public health authorities and integrate their directives into our procedures at all stages of cheese production, from milk collection and reception to preparing products for delivery by Purolator courier.
Who is the home delivery service for?
The online store service for home delivery is normally offered to the general public in the province of Quebec, the Maritimes, and Ontario.
For now, however, we must limit delivery to the province of Quebec due to current and additional courier delays for deliveries outside Quebec.
Businesses wishing to order should contact Fromagerie de l’Île-aux-Grues customer service directly at 418-248-5842 or info@fromagesileauxgrues.com
Are there delivery fees and a minimum purchase?
No delivery fees with a minimum purchase of $100.
A $15 delivery fee will be applied to orders under $100.
Can I make a purchase and have it delivered to someone else?
Yes. The order form will ask you to specify a billing address and a separate delivery address. This allows you to offer cheeses from Fromagerie de l’Île-aux-Grues to people of your choice. It would be good to still notify the recipients so they understand why they will receive a package from Fromagerie de l’Île-aux-Grues via Purolator courier.
What payment methods are accepted?
Payment is required at the time of order in the online store and is made by credit card through our Square account. Mastercard, Visa, and American Express credit cards are accepted. TO BE CONFIRMED: debit card.
How far do you deliver?
The home delivery service is currently available throughout Quebec. However, we must limit eligible regions where an insulated box with ice can be delivered within a maximum of 24 to 48 hours from Isle-aux-Grues. Due to the current increased demand for courier deliveries, we must postpone home delivery service outside Quebec for some time. As soon as the courier service returns to its normal schedule, we will offer online store delivery service elsewhere in the Maritimes and Ontario.
Who handles deliveries?
All home deliveries are made by Purolator courier service from Isle-aux-Grues by plane and directly handled by the courier at Montmagny airport.
How is home delivery carried out by Purolator courier?
The Purolator courier service will place the box containing your cheeses on the ground near the main door according to its delivery route for the day. There is no contact between the courier driver and the customer.
IMPORTANT: YOU MUST RETRIEVE YOUR DELIVERED BOX AS QUICKLY AS POSSIBLE TO REFRIGERATE YOUR CHEESES AT 4°C FOR PRESERVATION.
What are the expected delivery times?
Orders received and paid for will be delivered according to the following cutoff dates:
- Orders received from Sunday to Wednesday 11 PM will be shipped from Monday to Wednesday of the following week.
- Orders received from Thursday to Saturday 11 PM will be shipped from Monday to Wednesday of the 2nd week following receipt of the order.
- Additional delays due to high demand for courier deliveries may result in a delivery time of up to 48 hours from Isle-aux-Grues.
Can I be sure my cheeses will remain cold during delivery?
Our delivery boxes are designed for a delivery time of up to 48 hours from Isle-aux-Grues. We prioritize LOCAL PURCHASE and RECYCLING. We use recyclable insulated boxes made locally less than 25km from the cheese factory. Our insulated boxes are made of recyclable cardboard and equipped with an insulating liner made of recyclable cardboard coated with a clear protector for humidity and cold. Recyclable ice packs are included in the shipping box, as well as biodegradable foam pieces to ensure cheese protection and adequate temperature during the delivery period.
Can I pick up my order directly at Fromagerie de l’Île-aux-Grues?
NO. Fromagerie de l’Île-aux-Grues is located on Isle-aux-Grues in the heart of the St. Lawrence, so access to the Isle varies.
During the ferry season (late April to late November), boat access from Montmagny is subject to tide schedules and varies. In winter, access to the Isle is only by plane.<br >
The cheese counter at the Fromagerie on the Isle is open to the public only during the tourist season and, depending on visitor numbers, is subject to varied hours. For consumers visiting the Isle during the tourist season, we recommend calling 418-248-5842 extension 102 beforehand to check opening hours.
What happens if I'm not home during delivery?
Purolator courier service will leave the box at the main door of your home according to its delivery schedule in your area. No signature is required upon receipt. We will notify you by email of the shipping date of your online store order. Delivery by Purolator courier is requested within 24 hours; however, during busy periods, it is possible that the delay may be 48 hours from the day your package departs.
Is it possible to exchange items or get a refund?
NO. Once your order is classified as "in processing," it will no longer be possible to make a change. Once the merchandise is delivered, it will not be possible to obtain a refund or make a return. If you believe a product has an anomaly, you must present photos of the product, including labels and lot numbers, for analysis by our quality assurance department. In the event of a claim, if applicable, we will authorize a payment refund or offer a new shipment. Our customer service will always be happy to assist you Monday to Friday from 8 AM to 4 PM (except holidays) at 418-248-5842, extension 20103, or by email at info@fromagesileauxgrues.com
Products
Is there information on ingredients and nutritional value?
On all cheese packaging from Fromagerie de l’Île-aux-Grues, labels indicate ingredients, % humidity and fat content, as well as the nutritional value table.
What is the shelf life of the cheeses?
All cheese packaging from Fromagerie de l’Île-aux-Grues indicates its expiration date (best before). Respecting the expiration date allows you to enjoy all the qualities of cheeses whose packaging has not been opened.
When you order a whole wheel of fine cheese, the expiration dates are longer than for cheeses cut into quarter wheels or wedge portions. Whole wheel fine cheeses have an expiration date of more than 30 days; fine cheeses cut into quarter wheels or wedge portions have an expiration date of 14 days from the cutting date at the cheese factory.
Why this difference in expiration dates?
A fine cheese from Fromagerie de l’Île-aux-Grues is a natural artisanal cheese aged with a natural rind. The rind can be semi-bloomy, bloomy, mixed, or washed. In all cases, the rind naturally protects the cheese during its aging. When the cheese is cut, the exposed cheese paste on the sides of the wedge (quarter wheel or portion) naturally seeks to protect itself. Also, after a period of 14 days, it is common to see the rind reappear on the sides. No worries, if this phenomenon occurs, your cheese wedge will still be excellent for consumption; only the appearance will be altered. You will only need to remove a thin slice from the side where the rind reappears or if the paste has slightly dried. For Canotier de l’Isle and Île-aux-Grues Cheddars, the expiration date is more than 30 days, and these cheeses are vacuum-packed for protection.
What are the production date, packaging date (packed on), and lot number?
Production date: With the exception of pasteurized milk cheddars, aged cheddars and fine cheeses from Fromagerie de l’Île-aux-Grues are made from unpasteurized milk exclusively from Isle-aux-Grues. For cheeses made from unpasteurized milk, Canadian regulations require that a cheese be produced a minimum of 60 days before its consumable date. It is therefore normal to receive a fine cheese from Fromagerie de l’Île-aux-Grues that was produced at least 60 days before its reception. The artisanal production processes of our cheeses take this regulation into account in their design.
Packaging date: On our labels, other than the production date, we find the packaging date, meaning the date the cheese was cut or packaged.
For aged cheddars, the date the cheese was cut and vacuum-packed is usually found.
Lot number: On all fine cheeses, the lot number is indicated and refers to our quality and traceability records.
Can you eat the rind of the cheeses?
Pasteurized milk cheddars and aged Île-aux-Grues cheddars made from unpasteurized milk do not have a rind because they are aged and vacuum-packed. All fine cheeses from Fromagerie de l’Île-aux-Grues are aged and have a natural rind that is edible and even pleasant to the taste. The rind plays a dual role in the production of fine cheeses; on the one hand, it protects the paste (it's like the skin of the cheese) and it contributes to a specific desired taste depending on the type of cheese. All tastes are in nature, so the rind can be enjoyed without problem for those who wish, or it can be removed, according to preference.
Can cheeses be frozen?
Yes, it is possible to freeze cheese. Freezing cheese has little effect on its flavor and cooking properties. However, for serving on a cheese board, you may be disappointed. It is worth noting, however, that the texture may be altered by water particles present in the cheese that expand when frozen. Firm and semi-firm cheeses and cheddars age better than soft cheeses, because the less moisture there is in the cheese, the less its texture will change with freezing.
Small guide to freezing cheese:
- Freeze cheese in small quantities – less than 500g, as it is advisable not to refreeze cheese
- Remove remaining air if using airtight packaging
- Label your packaging: cheese name and packaging date
- Thaw in the fridge