Frequently Asked Questions (FAQs)
Happy Winos, happy life! Your satisfaction is extremely important to us. At any time if you have questions, concerns about our service, or your wine package, please contact our Concierge Team. You can the Concierge team at email@example.com or via live chat available at thewineconcierge.co between 11:00 a.m. and 7:00 p.m. Eastern Time, Monday through Friday, or and between 11:00 a.m. and 4:00 p.m. Eastern Time, Saturday and Sunday, so we can resolve your concerns. We will work with you to resolve the problem to your satisfaction.
Our Concierge Team assembled answers to frequently asked questions so that you can get immediate responses. Check out our FAQs. Our FAQs are organized by the following categories:
- The Club or The Premier Club Membership
- Satisfaction Guarantee
When Should I Expect My Order To Arrive?
Your order will ship within 3 business days of processing, and shipping typically takes 3-7 business days depending on your distance from our warehouse.
I placed an order, but you can’t ship to my state or my order exceeds the allowable volume in my state. What happens now?
We wish we could ship to everyone, but we can’t. If your order is not allowable in your state, we will cancel the order, contact you to explain why and refund any money you have paid us for that order.
Uggh, my wine package was damaged when I received it.
If your order is damaged, we will send you a replacement order as soon as we can. Email us at firstname.lastname@example.org within 30 days of delivery. If we are unable to replace goods within 10 days, we will offer you a full refund.
Can I purchase wines from The Club’s portfolio if do not have a Membership?
Sorry! The Club’s wines are exclusively for the members. Join The Club.
How do I return a wine package?
Contact the Concierge Team via email at email@example.com. We may make arrangements for a return or re-ship, if appropriate. As a condition of providing you a refund or re-ship, we may require you to return the product to The Wine Concierge. The Wine Concierge Gifts are non-refundable. If we feel that you are taking advantage of us, we reserve the right to close your account and banish you from The Wine Concierge forever and ever.
I Won’t Be Home To Receive My Shipment. What Can I Do?
UPS sends a shipment notification email to the recipient informing them when the wine shipment will be delivered so that an adult at least 21 years of age can be available to complete the delivery.
You can schedule to pick up at a UPS Access Point location for free.
No worries if your package is already in transit, you can always follow the steps below to make arrangements for pick-up on an as-need basis.
- Visit your tracking link on UPS.com (You can access your tracking number from your Order History page)
- Click the purple "Customize Delivery" button to select the "Hold at Location" option
- Enter your order's original shipping address to select the location of your choice
- As soon as it's delivered, your tracking link will indicate it’s available for pick up. Visit the location within 5 business days with your I.D. and tracking number.
I Missed The Last Delivery Attempt. Do I Have Any Other Options?
UPS will always attempt to deliver your wine up to 3 times in total. After that last attempt, UPS will, unfortunately, begin to return the package.
Please know you may still have the option to schedule a pick up at a UPS location for free. They'll hold it for you for free for 5 business days. Visit your tracking link on UPS.com (You can access your tracking number from your Order History page)
If your order is already being sent back to us, we are happy to ship it back out to you. Please note that all returned orders can be subject to a $20 restocking fee.
Can the weather affect when I receive my order?
If the weather is too hot or too cold, we may also suggest delaying your shipment until conditions are more favorable.
The Club or The Premier Club Membership
Is there a fee to join The Club or The Premier Club?
There is no fee to join. By becoming a Member and placing an order, you agree to receive a shipment of at least 3 bottles of wine from The Wine Concierge once a quarter until you cancel your membership. You may suspend or cancel your membership at any time. Shipping charges may apply based on the size of your order. Taxes may apply based on the shipping address.
How frequently are the wine packages?
The wine shipments are monthly or quarterly. You can select either option when you become a member.
How many wines will I get in a wine package?
The Wine Concierge pre-selects the wines for you in intervals of 3, 6, or 12 wines in your monthly or quarterly wine package
I usually get 6 bottles of wine, but next month I only want 3 bottles. How can I make that change?
You can manage your wine package count yourself. Login to the Members section and you can modify the number of wines you receive.
I love The Club’s wine packages and want to move to monthly from quarterly wine packages. How can I make that change?
Contact the Concierge team via email firstname.lastname@example.org. The Concierge team will adjust your frequency from quarterly to monthly.
Can I purchase The Club wines between my scheduled wine package?
Yes, you always have access to The Club wines and non-The Club wines.
Can I change my pre-selected wines in my wine package?
Yes, you can. You can substitute wines from The Club’s and The Premier Club’s wine portfolio. You may have to pay more if you select wines from The Premier Club portfolio. You cannot substitute the wines in your wine package with wines not in The Clubs portfolio.
I’m in The Club, but I want to purchase some of The Premier Club’s wines. Can I purchase The Premier Club’s wines?
Yes, you can purchase The Premier Club’s wines.
What is the difference between The Club and The Premier Club membership?
Both have an excellent selection of wines, and you can receive 3, 6, or 12 bottles of wine monthly or quarterly. The Premier Club wine portfolio contains high-end or reserve wines.
Because I am a member, do I receive a discount for wines not in The Clubs portfolio?
Yes, members receive discount pricing on wines available outside The Clubs.
What happens if The Wine Concierge wines are out of stock?
If for some reason your exact order cannot be fulfilled, we reserve the right to substitute up to 3 bottles with similar wines of at least the same value as the wine you ordered. If we need to substitute more than 3 bottles in any one order, we will put your order on hold and contact you for further instructions.
I’m so busy, and I may forget when my wine package is scheduled to be delivered. Will I get a reminder?
Yes, you will receive a reminder email a week prior to The Wine Concierge’s scheduled delivery or shipment.
I Want To Cancel My Membership. How Can I Cancel My Membership?
We understand this may not be the right time for you. You can cancel your membership at any time at no charge. Email email@example.com five business days before your next scheduled shipment.
I Just Need A Break. Can I Skip A Scheduled Wine Shipment?
Sure. You can skip your next shipment as often as you like, at no charge. Just be sure to do so 5 business days before your next scheduled shipment. Setting a calendar reminder a few days before is a great way to keep track of your membership.
What if I don't like my wine or it's bad?
The Wine Concierge guarantees satisfaction with every sip. We will replace your wine immediately if you dislike your wine or receive bad wine or a broken bottle. Contact us within 30 days of your shipment date.