Frequently Asked Questions
Q: What is your cancellation policy? Are there any minimum commitments?
A: You may cancel your membership at any time, for any reason. There are no minimum purchases in any of our wine clubs. There is no minimum spending amount or minimum time commitment.
Q: Can I skip a wine club shipment?
A: Absolutely. Whether you’re going on vacation or you have enough wine in your house already, simply log into our Member Service Center ("My Account") and you can delay your wine shipment there.
Q: How long will it take for my first wine club shipment or order to be shipped?
A: Wine orders and new wine club memberships will be processed immediately upon receipt. Orders are typically processed and shipped within 48 business hours of receiving your order. The carrier and service speed may vary by state and time of year. The transit times vary by state; see full details here.
Q: How will my wine arrive, and do I need to sign for the package?
A: The shipments will be delivered by UPS Ground or Golden State Overnight. All carriers specify that wine orders require a person at least 21 years of age sign for your delivery.
Q: Why do you recommend that I use a business address for my deliveries?
A: The use of a business address can help expedite delivery by a day and often makes the signature requirement easier. Shipping to a business address will also eliminate the $2.50 residential surcharge.
Q: I refused a shipment of wine, and I have not received my credit yet. When will that go through?
A: Please contact our toll-free customer service at 800-823-5527, or contact one of our Online Support Specialists via Chat from 8 AM to 5 PM Pacific Time, Monday - Friday. Please note if you returned the shipment with a shipping carrier, please provide us with the tracking number and carrier information to assist with the location.
Q: I was charged an annual fee. How can I apply my voucher?
A: You can apply that voucher towards any wine shop purchase. Just enter the code at checkout, and the order will reflect the voucher credit.
Q: Can I cancel a wine club shipment that is pending or an order that I placed?
A: Once an order is submitted or a wine club shipment is created, we are unable to cancel the shipment. With our speedy warehouse system, we want to ensure on-time delivery—which is the reason that we cannot cancel queued orders and club shipments. We apologize for the inconvenience. You can view the status of any wine club shipment or order in the "Recent History" section of the Member Service Center ("My Account").
Q: Can I change my shipping address, billing address or credit card?
A: Absolutely. In the Member Service Center, click the Update link in the "Shipping Info" or "Billing Info" section.
Q: Can I view the upcoming shipment schedule online?
A: Yes. On the Member Service Center ("My Account") home page, each club's next shipment date will be displayed in the grey box labeled "My Active Wine Clubs".
Q: What if my wine is damaged or I do not care for one of the selections?
A: We are only satisfied when you are. Taste in wine is uniquely personal, and varies widely among individuals, but the wines we ship all exceed our high quality, value, variety, and interest criteria. We guarantee not just our wines, but your satisfaction. Our policy is simple. If, for any reason, you don't enjoy a wine or other product you receive from us, your purchase is eligible for a replacement up to 45 days from the date your order is shipped.
Q: Can I receive a different variety of wine?
A: Absolutely. Log into the Member Service Center ("My Account"), and you can change your wine preferences at any time. In the "My Active Wine Clubs" box, click the Update link next to the wine preference.