Frequently Asked Questions
Frequently Asked Questions
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, please go here.
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 1-3 days from our New York headquarters. Depending on location, you will receive all in-stock wines between 2 and 14 business days after placing the order.
How Do I Check On The Status Of My Order?
If you have placed an order, use our order status page.
Why Can't You Ship To My State?
WineExpress.com cannot arrange shipment for you to the following states. Regulations in these areas of the U.S. prohibit their residents from receiving wine shipments directly. We do not ship to Puerto Rico.
- Alabama
- Alaska
- Arkansas
- Delaware
- Hawaii
- Kentucky
- Michigan
- Mississippi
- North Dakota
- South Dakota
- Tennessee
- Utah
We do not offer Expedited Shipping to:
- Maryland
- Illinois
- New Hampshire
- New York (orders ship from New York)
- New Jersey
- Oklahoma
- Texas
- Vermont
- Washington D.C.
Sorry, we would want nothing more than to ship to all locations, but we're at the mercy of anarchic laws and restrictions! You can help all wine lovers change these laws at Free the Grapes!
Why Hasn't My Order’s Tracking Status Updated?
Orders shipping to Texas, Illinois and Oklahoma are often passed to a local shipper in the area. There may be a delay in the time between the shipping label being created and the local shipper receiving the package. When the local shipper receives the package, the tracking status will be updated and your order will be close by.
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. Our providers will make three delivery attempts before returning the shipment to us. If the order is returned after the 3rd attempt with no adult signature, the customer is responsible for the return shipping cost and 20% restocking fee. We do not ship to P.O. boxes, FedEx offices or UPS offices.
What Are My Shipping Options?
We offer Free Ground Shipping when you spend $149 or more or have 12+ bottles going to the same address, which includes packing your wine in special protective boxes. Free shipping does not apply to gift baskets or wine clubs. Rates for gift baskets and wine clubs are stated in the checkout process. Wine clubs, gift baskets, and samplers are not eligible for expedited shipping.
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.
Case Discounts:
Do All Wine Purchases Of 12 Bottles Or More Receive A Case Discount?
Case discount is up to 15% but does not apply to all wines. If a wine shows one price then no further discount applies. No further discount applies to sale wines.
Wine Clubs:
When Do Wine Clubs Ship?
Wine clubs ship on or around the 9th of each month.
Which Wines Are In The Wine Club? Can I Choose My Own?
Wine club selections are hand-picked by our Wine Tasting Panel. While you cannot specifically select the wines, you can choose a wine club based on your taste. We have a variety of wine clubs to choose from.
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?
We do not offer gift certificates 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.
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.
Wine Express Return Policy:
If you have a problem with your order, we would like to know about it. Please inspect your package immediately upon delivery. In the instance that your package is damaged during transit, we require you to notify us of any broken bottles within 2 business days of delivery. We require the sealed (unopened) or corked necks of the bottles returned for us to process a claim and send a new shipment out. We will not replace any empty bottles.
New York State liquor laws allow us to accept returns on wines that are defective/spoiled/corked.
For these instances we can offer a replacement of the same item, or a credit card refund (with a valid receipt) or store credit.
Any wines 5 years or older are purchased at the Buyers risk and are not subjected to refund or return.
Pricing & Availability
Wine Express cannot confirm the price of an item until after the order is placed. In the event of a pricing error, Wine Express may refuse or cancel any orders placed for that item. We will notify you of any cancellations. Prices and availability are subject to change without notice.
Restocking Fee
A 20% restocking fee on all cancelled or returned orders- shipping charges are not refundable.
Products being returned must be in the original box/packaging.
Once the items are received by our warehouse, a refund or exchange will be processed.
Return shipping charges will also be deducted from any issued refund.
Cancellation Fee
If an order needs to be canceled, please call us directly at 800 648-6058
If cancelled after 48 hours, you may incur a 20% restocking fee.
Return shipping charges will also be deducted from any issued refund.
Shipping & Handling Fees
Shipping & Handling charges will only be refunded if the item was damaged, corked or the wrong item was sent. On any returned order shipping charges are not refundable. No return or exchanges will be accepted after 7 days of delivery. If an item is being returned for any other reason that does not fall under these parameters, both original shipping charges for the order as well as return shipping charge for the return removed from the amount refunded.
If you wish to reship an order that has been returned after three unsuccessful attempts to deliver, a $25 reship fee will apply.
Damaged, Defective Or Incorrect Items
If your product is damaged, corked, or incorrect please contact our Customer Care Department 800.648.6058 for further instructions.
How Long Do I Have To Return An Item?
All items must be returned within 7 days from the date of receipt.
Who Is Responsible For The Cost Of Return Shipping If I Simply Do Not Like The Product?
The customer is responsible for the return shipping cost.
Can I Return A Bottle If I Don’t Like It?
A good sommelier wants you to be happy with your choice. A lot depends on why you're returning the wine. Please give us a call so that we can make it right.
What Happens If My Order Was Undeliverable.
If you had an order shipped to you and it was undeliverable after three attempts, you’ll be charged return shipping fees + a 20% restocking fee.
Payment Options:
What Are My Payment Options?
We accept Visa, MasterCard, Discover, American Express 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.
All alcoholic beverages are sold in Westchester County, New York. Title passes to the buyer in New York and Westchester County, NY sales tax is collected. 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 utilizing this service from WineExpress.com, the purchaser is representing that he/she is acting in a fashion compliant with his/her local and state laws regarding the purchase, transportation and delivery of wine. 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.
Technical/Web Site Questions:
Do You Offer Discounts On Higher Quantity Orders?
Yes, many 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.
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. We appreciate your patience.