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Home > Help

Help



General Contact Information
We guarantee customer satisfaction. If you have questions or issues with your order, we´re here to help.
We have a customer care team of experts available to help Monday-Friday from 9:00AM-5:30 PM ET.
Read more about our guarantee.

Phone: 1-800-648-6058 for customer service

Email: Custserv@wineexpress.net

Need a Wine Recommendation? Call a Wine Sales Specialist at 1-800-962-8463

Mail:
WineExpress.com
333 North Bedford Road
Suite 105
Mt. Kisco, NY 10549

Please include your order number in all correspondence.

Our Policy
All alcoholic beverages are sold in Westchester, New York and title passes to the buyer in New York.
We make no representation to the legal rights of anyone to ship or import wines into any state outside of New York. The buyer is solely responsible for shipment of alcoholic beverage products. By placing an order, you authorize us to act on your behalf to engage a common carrier to deliver your order to you. Alcoholic beverages may be sold and delivered only to persons who are at least 21 years old and in placing your order you represent to us that you are at least 21 years old and the person to whom delivery will be made is at least 21 years old. When your order is delivered the person receiving delivery will be required to show identification proving that they are at least 21 years old.

FAQ
Account Settings:

How do I create an account?
Accounts are created during the checkout process. You do not need to create an account to place an order. Alternatively, create an account here.

Why can´t I log in to my account?
You may not have registered yet. Register for an account here. Your account email is the email address you used for billing purposes.

If you are registered already and forgot your password, we will email it to you .

How can I update my account information?
To change your account settings (email, password, billing address, payment information and shipping address) visit My Account.

Shipping and Tracking:

How long will it take to receive my order?
Orders generally ship within 24 hours from our New York headquarters. Depending on location, you will receive all in-stock wines between 1 and 6 business days after placing the order. View our transit map for a more detailed overview.

How do I check on the status of my order?
If you have an account, use our order status page.

If you checked out as a guest, you can check order status and view previous orders here.

Why can´t you ship to my state?

WineExpress.com cannot arrange shipment for you to the following
8 states. Regulations in these areas of the U.S. prohibit their residents from receiving wine shipments directly.

AlaskaHawaiiMassachusetts
MarylandNorth DakotaNew Hampshire
TexasUtah 


Where should I ship my order?
We recommend that you ship your wine to a work address, or one where an adult will be available to sign for your shipment. UPS will make three delivery attempts before returning the shipment to us.

What are my shipping options?
We offer Free ground shipping when you order 3 or more, or 6 or more bottles (depending on the wine) going to the same address, which includes packing your wine in special protective boxes. All wine clubs ship free. Does not include gift baskets. For all other orders, standard shipping rates apply and can be expedited for an additional fee.

Can you hold my order if it's too hot/cold to ship?
Yes. Call our toll-free number, 1-800-962-8463 and our Wine Specialists can arrange to hold your order in our temperature controlled warehouse until the weather is right for shipping.

Why is my order on hold?
During periods of extreme weather we may choose to hold wine shipments to ensure quality and protect your wine. We will release all orders when safe to ship again. There is no additional shipping charge.

What is your policy on damaged or incorrect items?
If you receive the wrong wine or your order is subject to breakage, please call us at 1-800-648-6058 and we will make it right.


Wine Clubs:

When do wine clubs ship?
The first shipment is sent within 24 hours. Subsequent shipments are sent the second week of every month.

Which wines are in the wine club? Can I choose my own?
Wine club selections are hand-picked by our Wine Director Josh Farrell. While you cannot specifically select the wines, you can choose a wine club based on your tastes.
We have seven clubs to choose from.

I´m giving a wine club as a gift. How do I let the recipient know to expect the shipment?
We can send a customizable, free gift message via email. Simply choose this option at the final step of checkout.

Can I include a card with my wine club? Will my recipient see the price?
A hand written card can be included in your wine club by calling us at 1-800-648-6058. Pricing will not be listed in the package.

What are my payment options for wine clubs?
You can choose pre-paid or monthly billing with a credit card.

How do I cancel an ongoing wine club?
In the event that you would like to cancel your wine club (and we hope that never happens!) please call us at 1-800-648-6058 and we will do so for you. Please note that any wine club shipments that are already in process or transit cannot be cancelled.


Gifts and Gift Certificates

Do you have gift cards or certificates?
Gift Certificates are available through our toll-free number, 1-800-648-6058. They may be used for all WineExpress.com items except for Wine Clubs. We do not offer gift cards at this time.

If I give a wine gift, will my recipient see the price?
Pricing will not be listed in the package for any gift order.


Returns and Cancellations:

Once I place an order, can I modify or cancel it?
After placing an order, any changes must be made on the phone at (800) 962-8463. If your order has already shipped but has not yet been received, shipping charges will not be refunded. Please call Customer Service at 1-800-648-6058 between the hours of 9am-5:30pm EST. Monday through Friday. If it has already shipped you will be asked to refuse the order when it arrives and when the merchandise is received back at our warehouse you will be refunded for the purchase price and sales tax.

We guarantee satisfaction. If you are disappointed in your wine order for any reason, we will make it right.


Payment Options:

What are my payment options?
We accept Visa, MasterCard, Discover, American Express, JCB and Paypal.

Is it safe to use my credit card? What is the Privacy Policy?
Wineexpress.com has sophisticated encryption and authentication tools to protect the security of your credit card information, and we will do our best to protect its security on our systems. Specifically, every page in the WineExpress.com ordering process that requests credit card information uses Secure Socket Layer (SSL) encryption, which is designed to render information unreadable should anyone try to intercept it. However, we cannot guarantee or warrant the security of any information you transmit to or from our Web site, and you do so at your own risk.

Click Here to view our complete privacy policy.

Does WineExpress.com sell or rent my email address to other companies?
We do not sell or rent your email address to other companies. When you sign up for email communications from WineExpress.com, you may be contacted by our partner companies, Wine Enthusiast Catalog and Wine Enthusiast Magazine, about their products, services, and promotions that may be of interest to you. Each of our affiliates has a privacy policy that is consistent with our own... All information that is collected is on an ‘opt-in’ basis and users are given the opportunity to ‘opt-out’ at any time.

Why do you collect tax?
Because we are located in New York, state law requires that WineExpress.com collect sales tax for all orders. Rather than adding it into prices or combining it with shipping rates, like some other web sites, we list tax separately so that you can clearly understand all charges.


Technical/Web Site questions:

Do you offer discounts on higher quantity orders?
Yes, all wines have an “up to 15%” case discount. You can order a mixed case and each wine will be discounted at its individual discount rate. Case discounts are not applicable to samplers, wine clubs, gift baskets or sale wines.

How can I find newly added wines?
We have an RSS feed which updates as new wines are added to the site, you can find them here.

Why do Champagne orders take longer than other orders?
Champagne orders require additional due diligence. Therefore, all Champagne orders require 3-5 days processing. Unfortunately, express delivery is not available on Champagne.

How do I know the size of the wine bottle?
All wines are 750 mL, standard bottle size, unless indicated otherwise in the product description or title.

After I placed my order, the wine went Back Ordered. What happened?
We make every effort to monitor inventory and display accurate inventory levels. However, occasionally, due to overwhelming demand we need to reorder a wine, causing a delay in shipment. If your order is time sensitive, we recommend that you expedite it in these instances. We appreciate your patience.




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