customer care

DAMAGED ITEMS:
If you received products that were damaged during transit, we will be happy to replace them.  We may require you to hold on to the damaged items while we process a damage claim with the carrier.  Please contact us before disposing of any damaged items.

INCORRECT OR MISSING ITEMS:
Although the occasion is rare, if we made a packing error, we would like to resolve it for you!  If you received products you did not order, or if you find that items are missing from your order, we are happy to assist you with a replacement order.  In the event that we shipped you incorrect items, we may also require you to hold on to those items and the existing packaging so that we can arrange for a return pick up.  Please contact us before disposing of any items

TO CONTACT US
Please visit our Customer Care area and submit your issue - including which items in your order were effected and a description of the problem - using the "Ask a Question" form provided. You can also call our Customer Care department during business hours at 800-592-5870.

When an order is returned to our warehouse after several delivery attempts at the address provided by the customer, we are always happy to reship the order.  Please contact us and we will assist you with the reshipment arrangements.

Please note, if the missed delivery and return to our warehouse was not due to any error on the part of Wine.com or the carrier, we will charge our standard rate to cover the costs of the reshipping.  This charge will be the same as the original shipping charge as noted in the original email confirmation.

Tracking information showing attempts to delivery or locate the recipient on orders returned as undeliverable can be found by clicking Track Your Order from the top of any Wine.com page.

At Wine.com, your satisfaction is very important to us.  We are committed to delivering your product in excellent condition and in a timely manner. We provide delivery estimates for you in the shopping cart at the "Confirm Order" stage and provide shipping options and applicable charges at that time.   Order processing time is contingent upon credit card authorization, and does not include weekends or holidays. 

If you are dissatisfied in any way with your purchase, please contact us within 30 days of your purchase date by visiting our Customer Care area and submitting your issue using the "Ask a Question" form provided.  We would like the opportunity to correct the situation.   Following wine-trade traditions, all bottles ten years or older are purchased at the buyer's risk.  Please note that Media products, such as DVDs and videos, cannot be returned once opened.

Merchandise Damaged in Shipping

It is unusual to receive a damaged product from Wine.com. However, in the event you do experience a problem with a shipment, please contact us within 30 days of your purchase date by visiting our Customer Care area and submitting your issue using the "Ask a Question" form provided. We may require you to return any unopened bottles to us for quality control information and will determine this once contacted.  At our discretion we may offer a replacement, a discount, a refund or an account credit to be used for a later purchase. 

Dissatisfaction with the Quality/Taste of Wine Received

At Wine.com, we are proud to offer great values on the world's best wines. Our goal is to help you choose the wines that you will enjoy. To give you a balance of information, Wine.com displays ratings from several different well-noted publications (learn more about ratings here). We also offer many product reviews and lists of our top sellers; all to assist you with your purchasing decisions. 

While ratings, testimonials and reviews may influence your decision, the ultimate judgment is yours.  Although we work toward providing you with as much information as possible to help you make a selection you will enjoy, we cannot guarantee that you will like the taste of every bottle of wine you select.   However, in the event you do experience a problem with the quality/taste of a bottle, please contact us within 30 days of your purchase date and provide the details of your problem.  If you would like to return an order for taste reasons, we will issue a refund or account credit, less the original shipping and handling charges, and return shipping and handling charges.

Returns and Shipping Charges

Returns for refund will be processed less the original shipping and handling charges, and return shipping and handling charges.

To help ensure we manage our customers' orders according to their preferences, Wine.com's shopping cart page has a field next to every bottle of wine ordered where the customer can choose "yes" or "no" to allowing a vintage substitution if the vintage originally ordered is not available.

On rare occasions, a chosen vintage of a wine may sell out or be replaced by a new release after your order is placed. In such cases, Wine.com will substitute with the available vintage.

If you selected "yes" in "vintage substitution" box in your shopping cart, we automatically substitute the wine with the next available vintage and ship your order.  Also, with bottles of wine under $15, we will not hold up an order and will automatically substitute with a comparable vintage.

Please be assured we do not substitute with a different type, varietal or winery.  We will only substitute with a vintage for the same type, varietal and winery. If you feel we made an incorrect substitution, please contact us so we can better assist you.