Frequently Asked Questions
Please see if any of these frequently asked questions help you. If you still have questions please call us at 1.888.386.4459 (9-5:30 CST) or email us at firstname.lastname@example.org.
About Your Account
- How do I use my promotion code?
- Why doesn’t my promotion code work?
- Why doesn’t my gift certificate code work?
- What is the tax rate?
- How do I cancel my order?
- What do I do if a bottle is damaged?
- Is there a guarantee?
- What is the returns policy?
- Can I use a debit card?
- Can I ship to Canada/International/P.O. Box addresses?
- Where’s my order?
- Why doesn’t my tracking number work? (It isn’t updating.)
- What are the holiday shipping cutoffs?
- Which wines can be shipped to all states?
- Which California wines cannot be shipped to all states?
- Why can't I ship all wines to states such as Georgia?
- Why can't I ship all California wines to states such as Ohio?
Why doesn’t my password work?
Our passwords are case sensitive, so please check that your Caps Lock key is off. Your user id is your e-mail, so click the “Forgot Password' link, and your password will be sent to that e-mail address. Or call us at 1.888.386.4459 (9-5:30 CST) or email us at email@example.com
How do I see my VIntners Credit balance?
To review your Vintner Credits, see your balance, how to redeem, please see our section on Vintner Credits
How do I use my promotion code?
Only one promotion code can be used per order. To redeem a promotion code or gift card, please enter it in the Gift Cards & Discount Codes’ field found on the bottom left of your Shopping Cart page.
Why doesn’t my promotion code work?
Only one promotion code can be used per order. Some brands or products may not be included, such as rare brands, signed bottles, and promotional items; these will be noted on the product pages. Other reasons a code may note work is if it is expired or it doesn't meet the promotional conditions. Call or email us if you have any questions. Please note: If using a promo code on Wine Clubs, the code will only be applied to the first shipment.
Why doesn’t my gift certificate work?
To redeem an e-gift certificate, please enter it in the Gift Certificate’ field found on your Shopping Cart page.
Please note: If you have redeemed your code but not yet made a purchase, the dollars can be found in your store credits.
What is the tax rate?
Tax rates vary by state. We comply with all state and local regulations for tax, so depending on your zip code and county there may be additional local taxes to these base state rates: AZ 9.6%, CA 7.5%, CO 0.0%, CT 6.35%, DC 0.00%, FL 0.00%, GA 4.00%, IA 0.00%, ID 7.00%, IL 6.25%, IN 7.00%, KS 8.00%, LA 4.00%, MA 0.00%, MD 9.00%, ME 5.5%, MI 6.00%, MN 0.00%, MO 0.00%, NC 4.75%, ND 7.00%, NE 5.50%, NH 8.00%, NJ 7.00%, NM 5.12%, NV 6.35%, NY 4.00%, OH 5.75%, SC 6.00%, TN 9.25%, TX 6.25%, VA 6.25%, VT 6.00%, WA 6.50%, WI 5.000%, WV 11.00%, WY 12.00%
Do you offer gift wrapping?
Unfortunately, we do not gift wrap. Our boxes are designed to be secure for wine shipping and the outside does not indicate alcohol is inside. We can include a gift message and gift card. At checkout in ‘Shipping Method’, click the ‘Add a gift message’ checkbox for the message box to appear and type your message.
Does the packing slip include pricing information?
Only the wine description and quantity is included.
How do I cancel my order?
Please contact us immediately for cancelation of an order. If you wish to cancel or change a recently placed order, we will do everything possible to fix it.
What do I do if a bottle is damaged?
If a bottle gets damaged in transit and the carrier lets us know, we'll get a new shipment out right away. If you receive a damaged bottle, please contact us immediately, tell us know which wine(s) are impacted and we'll send you a replacement. You can reach us at firstname.lastname@example.org so we can guide you.
Is there a guarantee?
Our policy is for 100% customer satisfaction. So if there is anything wrong with your wines, delivery or experience please contact us at email@example.com so we can correct the issues.
What is the returns policy?
Returning wine is not possible in all states. Please contact us at firstname.lastname@example.org so we can guide you.
Can I use a debit card?
Yes, we accept debit cards as form of payment. Your card processor will approve the transaction and charge the card at the time of the order. The final authorization to the card is at the time of shipping.
How do I use my promotion code?
Just enter your code upon checkout and it will be applied toward your order. Most promotions can not be combined with deeply discounted items, which are noted on those products. If you have a question about a specific promotion, please e-mail us at email@example.com for an update.
Can I ship to Canada/International/P.O. Box addresses?
We’re sorry, wine can not be shipped outside of the U.S.
We cannot ship to P.O. Boxes because a signature is required from someone age 21 or older for deliveries of alcohol.
Where’s my order?
Once your package ships out, you will receive an email confirmation with tracking number. Please see our shipping faq for estimated times for each state.
Why doesn’t my tracking number work? (It isn’t updating.)
For most states, tracking numbers will show when your wines ship.
However, in the following states they do not show until the wine actually reaches the state of delivery: Arizona, Connecticut, Colorado, Illinois, Massachusetts, and New Jersey. If you have further questions, please e-mail us at firstname.lastname@example.org and include your order number for an update.
What are the holiday shipping cutoffs?
Make sure your wines or gift get there in time for the holidays. We'll publish ordering cutoff dates for major holidays as a guide depending on where you are shipping. For a gift, check our regular shipping times or you can send an e-gift card anytime - they are delivered in minutes.
Which wines can be shipped to all states?
Wines from these California wineries can be shipped to all of the states where we ship: Alderbrook, Chimney Rock, Episode, The Federalist, Jack Nicklaus, Luke Donald Collection, Mike Dita Wines, Rutherford HIll, Sanford Winery, Seven Daughters (except for the Moscato), Tangley Oaks and Terlato Family Vineyards.
Which California wines cannot be shipped to all states?
Wine from Hanna, Glass Mountain and Greystone Cellars can only be shipped to GA, IA, KS, ME, MD, MO, MT, NC, ND, NY, OH.
Why can't I ship all wines to states such as Georgia?
Laws and regulations vary by state in regard to alcohol shipping. We comply with the regulations of each state.
Why can't I ship all California wines to states such as Ohio?
Some state regulations distinguish between producers of the wine for shipping so it varies even though the wine is from California.