Shipping Protection Program

Effective Date: January 14, 2026
1. OVERVIEW
The Rebel Cheese Shipping Protection Program (the "Program") is an optional service offered by Rebel Cheese LLC ("Rebel Cheese," "we," "us," or "our") that provides enhanced protection for qualifying orders against certain shipping-related issues during transit. This Program is not an insurance policy, is not underwritten by any insurer, and provides limited remedies offered directly by Rebel Cheese. The Program is administered solely by Rebel Cheese.
By selecting the Shipping Protection option at checkout and completing your purchase, you ("Customer," "you," or "your") agree to be bound by these Terms of Service.
2. PROGRAM FEE
The Shipping Protection fee is calculated as a percentage of your order subtotal (before taxes and shipping) and will be displayed at checkout before you complete your purchase. The current fee rate is [INSERT PERCENTAGE, e.g., 2%] of your order subtotal.Applicable taxes, if any, may be charged on the Program fee based on the ship‑to jurisdiction and will be displayed at checkout as a separate line item. This fee is non-refundable except as provided in Section 9. If you cancel your order before it ships or the Program was clearly added in error and you timely notify us under Section 9, we will refund the Program fee.
3. WHAT IS COVERED
The Shipping Protection Program covers the following shipping-related issues that occur during transit from our facility to your delivery address:
• Lost Packages: Orders that are confirmed lost by the carrier and never arrive at the delivery address.
• Stolen Packages: Orders that tracking confirms were delivered but were stolen from the delivery location (commonly referred to as "porch piracy").
• Damaged Packages: Orders that arrive with visible damage to the shipping container that has caused damage to the products inside, making them unsuitable for consumption. Customer must provide clear photos of the outer packaging and the affected products.
• Temperature Compromise: Products that arrive in a condition indicating temperature abuse during shipping (e.g., melted, spoiled, or otherwise compromised due to carrier delays or mishandling beyond our control). Temperature compromise is evidenced by observable indicators such as: (i) melted or fully spent gel packs at delivery combined with product texture breakdown; (ii) containers arriving warm to the touch for items labeled “keep refrigerated”; or (iii) an included irreversible temperature indicator showing exposure at or above the threshold. Customer must promptly open the package upon delivery and follow handling instructions to preserve eligibility.
4. WHAT IS NOT COVERED
The Shipping Protection Program does not cover:
• Product dissatisfaction: Issues related to taste preferences, product expectations, or general dissatisfaction with the product itself (these are covered under our separate 100% Satisfaction Guarantee policy).
• Incorrect delivery information: Packages that cannot be delivered or are misdelivered due to incorrect, incomplete, or outdated shipping information provided by the Customer.
• Refused deliveries: Packages that are refused by the Customer or returned to sender at the Customer's request.
• Untimely retrieval: Products that spoil because the Customer did not retrieve the package promptly after delivery (generally within 24 hours for perishable items), provided that we may accept requests beyond that timeframe when tracking shows late‑night delivery or when conditions reasonably prevented prompt retrieval.
• International orders: Orders shipped to addresses outside of the contiguous United States, unless otherwise specified at checkout.
• Orders without protection: Orders for which the Shipping Protection option was not selected and paid for at checkout.
• Fraudulent requests: Any requests that are determined to be fraudulent, exaggerated, or made in bad faith.
• Post-delivery issues: Any damage, spoilage, or loss that occurs after the package has been successfully delivered and retrieved by the Customer.
• Force majeure events: Delays or losses caused by natural disasters, severe weather, acts of war, government actions, labor disputes, or other circumstances beyond reasonable control.
• Unrelated Events: Incidental or consequential losses unrelated to the affected products (e.g., missed events, third‑party costs)
5. HOW TO FILE A REQUEST
To file a Shipping Protection Request, you must:
1. Notify us within 7 calendar days of the expected delivery date (for lost packages) or actual delivery date (for stolen, damaged, or temperature-compromised packages).Earlier notice is encouraged for lost‑package requests upon passing the carrier’s expected delivery window.
2. Email your request to: cheeseclub@rebelcheese.com with the subject line "Shipping Protection request - Order #[Your Order Number]."
3. Include the following information in your request:
a. Your full name and order number
b. Description of the issue (lost, stolen, damaged, or temperature-compromised)
c. Date the issue was discovered
d. Photographic evidence (for damaged or temperature-compromised packages): clear photos of the outer packaging, any visible damage, and the condition of the products inside.
e. for theft requests, your attestation of non‑receipt and reasonable checks with household members. We may request additional documentation where fraud indicators exist or to assist a carrier investigation; a police report is not required in ordinary cases.

6. REQUEST REVIEW AND RESOLUTION
6.1 Review Process
Upon receipt of your request, Rebel Cheese will review all submitted information and, if necessary, contact the shipping carrier to investigate. We aim to respond to all requests within 3 business days. We reserve the right to request additional information or documentation to support your request.
6.2 Resolution Options
If your request is approved, Rebel Cheese will, at its sole discretion, provide one of the following remedies:
1. Replacement: We will ship a replacement order at no additional charge (including shipping), subject to product availability.
2. Store Credit: We will issue store credit equal to the value of the affected products (excluding the original Shipping Protection fee) that can be applied to a future purchase.
3. Refund: If replacement is not feasible and you decline store credit, we will issue a refund for the value of the affected products to the original payment method. Where multiple remedies are feasible, we reserve reasonable discretion to select the remedy considering product availability, timing, and the nature of the request. Refunds and credits exclude the Program fee, shipping charges, and taxes, unless required by law.

7. REQUEST LIMITS
• One request per order: Only one Shipping Protection request may be filed per eligible order.
• Maximum coverage: The maximum value of any request resolution is limited to the merchandise subtotal for the order (excluding the Program fee, shipping charges, and taxes). Partial requests may be approved proportionate to the price of the affected items.
• Abuse prevention: Rebel Cheese reserves the right to deny requests and/or discontinue Program eligibility for any Customer who exhibits a pattern of excessive or suspicious requests. Repeated requests may also be referred for carrier investigation.
• Subrogation and cooperation: If we provide a remedy under the Program, you assign to Rebel Cheese any rights to recovery from the carrier for the shipment and agree to reasonably cooperate with us in pursuing such recovery.

8. DISTINCTION FROM 100% SATISFACTION GUARANTEE
This Shipping Protection Program is separate from and in addition to our standard 100% Satisfaction Guarantee. The key differences are:
100% Satisfaction Guarantee (included with every order at no extra cost):
• Covers product-related issues, such as dissatisfaction with taste, texture, or quality
• Available to all customers for their first purchase
Shipping Protection Program (optional add-on service):
• Covers logistics-related issues that occur during transit (lost, stolen, damaged, or temperature-compromised packages)
• Available to customers who opt-in and pay the Program fee at checkout
• May be used on any order, not just first purchases. Program remedies do not overlap with the Satisfaction Guarantee.

9. CANCELLATION AND REFUNDS
• Before shipping: If you cancel your order before it has been shipped, the Shipping Protection fee will be refunded along with your order.
• After shipping: Once your order has been shipped, the Shipping Protection fee is non-refundable, as the protection coverage has already commenced.
• Program errors: If the Shipping Protection option was added to your order in error and you did not intend to select it, please contact us within 24 hours of placing your order at cheeseclub@rebelcheese.com for a refund of the fee.
10. MODIFICATIONS TO THE PROGRAM
Rebel Cheese reserves the right to modify, suspend, or discontinue the Shipping Protection Program at any time without prior notice. Any changes will apply to orders placed after the effective date of such changes. The terms in effect at the time you place your order will govern your Shipping Protection coverage for that order. We will archive prior versions and may provide a link to historical versions upon request.
11. LIMITATION OF LIABILITY
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, REBEL CHEESE'S LIABILITY UNDER THIS PROGRAM IS LIMITED TO THE REMEDIES SET FORTH IN SECTION 6.2. IN NO EVENT SHALL REBEL CHEESE BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES ARISING OUT OF OR RELATED TO THIS PROGRAM OR YOUR ORDER.
Nothing in these Terms limits rights that cannot be limited under applicable law.
12. GOVERNING LAW AND DISPUTE RESOLUTION
These Terms of Service shall be governed by and construed in accordance with the laws of the State of Texas, without regard to its conflict of law provisions. Binding Arbitration; Class Waiver; Small‑claims Carve‑Out. Any dispute arising out of or relating to these Terms or the Program will be resolved by binding arbitration administered by the American Arbitration Association in Austin, Texas, under the Federal Arbitration Act (FAA). Either party may bring an individual action in small‑claims court. YOU AND REBEL CHEESE AGREE TO ARBITRATE SOLELY ON AN INDIVIDUAL BASIS AND WAIVE ANY RIGHT TO A JURY TRIAL OR TO PARTICIPATE IN A CLASS, COLLECTIVE, OR REPRESENTATIVE ACTION. 30‑Day Opt‑Out: You may opt out of arbitration by sending a written notice to cheeseclub@rebelcheese.com within 30 days after your purchase. This clause does not preclude a party from seeking public injunctive relief where such relief cannot be waived under applicable law.
13. PRIVACY
Request information (e.g., contact details, order information, photos) will be processed in accordance with our Privacy Policy and used to administer the Program, investigate requests, and improve shipping performance. We may share necessary information with carriers and service providers to investigate and resolve requests.

14 SEVERABILITY; ENTIRE AGREEMENT
If any provision of these Terms is found unenforceable, the remaining provisions will remain in full force and effect. These Terms constitute the entire agreement between you and Rebel Cheese regarding the Program and supersede prior or contemporaneous communications about the Program.

15. CONTACT INFORMATION
For questions about the Shipping Protection Program or to file a request:
Email: cheeseclub@rebelcheese.com
Subject Line: "Shipping Protection Inquiry" or "Shipping Protection Request - Order #[Your Order Number]"
Website: rebelcheese.com A web request form may also be available on our website; acceptable evidence formats include JPG/PNG photos and PDFs.
16. ACKNOWLEDGMENT
By selecting the Shipping Protection option at checkout and completing your purchase, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.

Frequently Asked Questions

Rebel Cheese is America's most awarded artisan vegan cheese brand, as seen on Shark Tank and backed by Mark Cuban. We are an Austin-based dairy-free cheese company, handcrafting every wheel and wedge in small batches in our Austin kitchen using organic cashews, with no preservatives or artificial flavors. Hosting a dinner party? Build a stunning cheeseboard or charcuterie board with our award-winning Cave-Aged Classic Brie, Tomato Herb Fromage, and Smoked Cheddar. Feeding a crowd? Shred our Pepper Jack over tacos, nachos, or burgers. Shopping for a gift? Our curated plant-based cheese gift boxes are a favorite among foodies and those following a lactose-free lifestyle. Every product is lactose-free, cholesterol-free, and 100% plant-based.

We stand behind every wheel, wedge, cheese board, charcuterie board, and gift box that leaves our Austin kitchen with a 100% satisfaction guarantee. If you are not completely satisfied after your first taste, we will make it right.

Join thousands of customers who have discovered that plant-based cheese can be genuinely extraordinary. As seen on Shark Tank and backed by Mark Cuban, Rebel Cheese is America's most awarded artisan vegan cheese brand, and we are confident you will love what we create.

To request a refund, simply email us at cheeseclub@rebelcheese.com within 30 days of delivery. We will respond within one business day and process your refund promptly. No complicated returns, no hassle.

Yes. All of our vegan cheeses are gluten-free. Every wheel and wedge we handcraft in our Austin kitchen is made from organic cashews with no gluten-containing ingredients.

Please note that some partner products we carry, such as crackers and salami, do contain gluten. You can shop our full selection of gluten-free products here. Products that do not contain gluten can be found here.

Yes. All of our plant-based chèvres and fromages can be frozen for up to 6 months. Our dips and spreads can also be frozen. Simply thaw in the refrigerator and stir once defrosted before serving. Consume within the number of days indicated on the packaging after thawing.

For best results, enjoy our aged and firm cheeses, including our Cave-Aged Classic Brie and Cave-Aged Truffle Brie, fresh from the refrigerator. Freezing may alter their texture and is not recommended for those styles.

Every wheel, wedge, cheese board, charcuterie board, and gift box is handcrafted by our team in our Austin kitchen and our state-of-the-art cheese cave. We make all of our dairy-free cheeses in small batches using organic cashews, with no preservatives or artificial flavors. As seen on Shark Tank and backed by Mark Cuban, Rebel Cheese is proudly American-made and Austin-born. We never outsource production, so every bite meets our exacting standards for taste, texture, and quality.

Whether you order our dairy-free cheeses individually or one of our vegan cheese boards or charcuterie boards, we carefully prepare every order for safe transit. Orders $80+ ship free.

Standard Delivery: We handcraft and fulfill your order within 10 business days. Once shipped, your order will arrive within 2 to 3 business days via UPS.
Scheduled Delivery: Select your preferred delivery date at checkout. Delivered via UPS.
Expedited Delivery: Select your preferred delivery date at checkout for faster arrival. Shipped via UPS Next Day Air.

Every shipment is packed in a custom insulated box with ice packs and insulation liners designed to maintain a safe temperature of 40F or below for up to 48 hours during transit.

Shipping Protection Program: Add optional Shipping Protection at checkout for peace of mind. This covers lost, stolen, damaged, or temperature-compromised packages. A small fee applies based on order value.

Once your order ships, you will receive a confirmation email with tracking information. During peak seasons or holidays, please order early to ensure timely delivery. If your order arrives damaged, contact us at cheeseclub@rebelcheese.com within 48 hours, and we will make it right.

Please read more about our Shipping Policy here.

When your order arrives, transfer your cheeses to the refrigerator right away to preserve freshness and flavor. Keep all cheeses refrigerated and remove them just before serving. For best quality, consume within 7 days of opening.

Aged Bries (Cave-Aged Classic Brie, Cave-Aged Truffle Brie): Brie needs airflow. Loosely wrap in cheese paper or parchment paper and store in the crisper. Apply a piece of wax paper to any cut surfaces to prevent them from drying out. Avoid tight plastic wrap, which can promote unwanted mold growth.

A note on brie rinds: Our cave-aged bries are made with living cultures. You may notice small mold spores or a light fuzz on the rind or inside the cheese. This is completely normal, a sign of authentic cave-aged craft, and safe to consume.

Fromages and Chevres: Securely wrap in cheese paper and seal the opening with tape or a sticker. If using wax paper, follow with a layer of plastic wrap.

Firm Cheeses: Wrap in cheese or wax paper and store in a partially opened plastic zip bag.

Dips and Spreads: We recommend keeping dips and spreads in their original containers.