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If any of the above questions do not cover your concerns, please contact our Customer Care department by phone at 800.648.6058 or email at custserv@wineenthusiast.net
SHOPPING INFORMATION
Can I order by telephone?
You can always place orders by phone by calling 800.356.8466. Orders may also be placed by fax at 800.833.8466. Fax or mail order forms are available at wineenthusiast.com/orderform.
May I order catalog items online?
You may order any item you find in our catalog online. Enter the item number in the search box on the upper right hand corner. You may also view our online catalog.
How can I find out the status of an order placed online?
If you have registered with us online, click on "My Account" to check the status of your online or telephone orders 24 hours a day. If you do not have an online account, please contact Customer Care at 800.648.6058, 9am-6pm EST Mon-Fri, and a Customer Care representative will assist you.
Can I make a change or cancel my order?
To make a change or cancel your order, please contact Customer Care at 800.648.6058, 9am-6pm EST Mon-Fri.
What is The Wine Enthusiast's return policy?
If you are not completely satisfied with your purchase, simply return the item within 30 days for a quick exchange, refund or credit. Email or call Customer Care at 800.648.6058, 9am-6pm EST Mon-Fri, for a return authorization number. Pack items securely in original box and shipping carton and send to:
Wine Enthusiast Companies
333 North Bedford Road
Mount Kisco, NY 10549
We only ask that you return the merchandise in new condition and in the original packaging with your receipt. Sorry, no returns on wine cellars, cooling units, custom racks, videotapes, personalized items, CDs, software, books, food or plants. Shipping is refunded only if the wrong items were shipped, or merchandise was received damaged. For all Custom Racking, Cooling Units and Wine Cellars, pre-payment is required and a 20% restocking charge will be imposed for any cancellations after 10 days.
Can I purchase or redeem gift certificates online?
It is easy to purchase a gift certificate online. Click here to order a gift certificate online or call 1-800-356-8466 and a sales associate will be happy to help you. Gift certificates can be redeemed on products found in our catalog or online at checkout.
Can I gift wrap items in my order?
The Wine Enthusiast offers gift wrapping for $$6.95 per box. Select the "Gift Wrap" option at checkout. You may also include a gift message in your package. Please note that not all items are available for gift wrap.
Can I change my email address in my customer profile?
Unfortunately, you may not change your email address online. However, you may change your email address by calling Customer Care at 800.648.6058, 9am-6pm EST Mon-Fri.
I forgot my password. How can I log onto my account?
If you have forgotten your password, click here and click on the "Forgot Your Password?" link. Your password will be emailed to you shortly.
Can I check my order online if I do not have an online account?
Yes. Please call Customer Care at 800.648.6058 and we will set up an online account for you, linked to your offline order.
What forms of payment are accepted for online purchases?
Payment may be made by Visa, Master Card, Discover, American Express and Bill Me Later®. Personal checks are accepted for mail orders only.
What is Bill Me Later®?
Bill Me Later® is a convenient and secure new payment method designed for purchasing on the web or over the phone. As a credit account, Bill Me Later® provides you with the flexibility to purchase without using your credit card. Subject to credit approval. Click Here for Details.
SHIPPING INFORMATION
What shipping options are available?
The Wine Enthusiast offers the following shipping options:
Standard Delivery
Most purchases are shipped from our New York warehouse and scheduled to arrive within 5-7 business days of shipment of the order. Items sent directly from our suppliers may take longer, and items ordered together may not arrive in the same box. Standard Delivery option is available for all orders in the continental U.S. See below for order going to Hawaii, Alaska, Puerto Rico and international addresses.
Click Here For Rates
Express Delivery Policy
Wine Enthusiast offers two express delivery methods – 2 Business Day Delivery and Next Business Day Delivery. All express delivery orders for in-stock items must be placed before 2 pm EST in order to be processed and shipped the same day. Any orders placed after 2 pm EST will be processed the following business day. If any order is placed after 2 pm EST on a Friday, the order will be processed the following Monday/next business day.
Items with a noted separate shipping charge, such as heavy items, wine cellars, nitrogen systems, and oversized items cannot be shipped using express delivery methods. Any orders that combine items with a separate shipping charge and items that use the shipping chart will be charged the shipping chart fee for only those items and for the selected shipping method (Standard, 2 Day Air, or Next Day) and the separate shipping fee. The item with the extra shipping fee will not be delivered using the express delivery methods.
For any orders that include items to be delivered to multiple ship-to locations, customers can select separate shipping methods (Standard, 2 Day Air, Next Day) for each ship-to location. There will be a separate shipping charge for each ship-to location based on the shipping chart. The shipping charge will be calculated based on the value of the items sent to each ship-to location and the shipping method. For any items with a separate shipping charge, only the separate shipping charge will be charged.
Click Here For Rates
White Glove Delivery
Wine cellars and other heavy items receive our White Glove Delivery. With this service, we bring the item into your home, unpack it, inspect it and dispose of the packaging. Delivery is by appointment, and you will be called to arrange a day. For most items, the charge for this service is separate from standard delivery charges. Please call for details.
How are shipping, handling, and delivery surcharges calculated?
Shipping charges are determined by the total value of your order and the shipping method. Certain oversized and heavy items do not apply; in these cases, separate shipping charges are indicated in the item description. All shipping is subject to verification. Call 1 800.356.8466 for Saturday delivery which is subject to an additional charge. Items ordered together are not necessarily shipped the same day. We will notify you of any delay beyond 20 days.
What is your policy on products that arrive broken or damaged?
We understands that many of our products are fragile and may be damaged in transit. In such cases, please contact Customer Care at 800.648.6058, 9am-6pm EST Mon-Fri and a Customer Care representative will assist you.
Does The Wine Enthusiast ship to Hawaii, Alaska and Puerto Rico?
Standard Delivery shipping rates do not apply to any orders shipped to Alaska, Hawaii, and Puerto Rico. Orders shipping to Hawaii, Alaska, and Puerto Rico will be shipped via UPS 2nd Day service or Next Day Delivery.
Can orders be shipped to a P.O. box?
Sorry, items cannot be shipped to P.O. boxes.
Can orders be shipped to foreign countries?
For international order, call, 914.345.9463 or fax us at, 914.345.3129.
Payment must be made by credit card or postal money order (in U.S. dollars) for international and mail orders. For Priority Express delivery, please call 914.345.9463 for specific charges. International orders and orders to APO/FPO bases and countries outside the continental U.S. require higher shipping charges than shown in the catalog or online. In-stock items will be shipped within 48 hours. Shipping and applicable duty charges are paid by the recipient. Call for shipping charges (All pricing in U.S. funds.)
WINE CELLAR DELIVERY SERVICES INFORMATION
How are wine cellars delivered?
Wine cellars (over 50 bottles, excluding the EuroCave Premier) are delivered through our White Glove Delivery service.
All mini or compact cellars (50 bottles and less, including the EuroCave Premier) are shipped door-to-door or first covering. In these deliveries you are still notified, given a time window and the unit is usually placed inside the front door, basement or garage. If you need further clarification or assistance please call 800.377.3330.
What is White Glove Delivery?
With White Glove Delivery, delivery persons bring your item to your home, unpack it, inspect it, place it where you want it to be, and dispose of the packaging. Delivery is by appointment. We will call you to set a date. If you’d like to arrange a Saturday delivery or schedule a specific delivery date, feel free to call our Wine Cellar Consultants at 800.377.3330. Please note that Stair Charges may apply for locations with 5 or more stair steps.
What are warranties on wine cellars?
Products sold by Wine Enthusiast come with a limited warranty provided by the product manufacturer. While Wine Enthusiast attempts to facilitate any warranty work between our customers and the manufacturers, all warranties are provided solely by the manufacturers. Wine Enthusiast makes no express warranties of any kind and disclaims any implied warranties, including the implied warranty of fitness for a particular purpose and the implied warranty of merchantability. Wine Enthusiast shall have no liability to any person or entity with respect to any liability, loss or damage, including actual, indirect, special, incidental or consequential damage, caused directly or indirectly by the use or performance of any product sold by Wine Enthusiast. Rights may vary from state to state.
Wine Enthusiast in agreement with our manufacturer warranties all wine cellars to be free from defects due to workmanship or material under normal use and service for a period of (1) year from receipt for both parts and labor. Extended warranties are available on select cellars. Click here for details.
If your wine cellar is not operating within the Manufacturers' specifications, Wine Enthusiast and or the Manufacturer reserves the right to repair or replace the wine cellar. Wine Enthusiast may request the consumer to contact a local refrigeration company to service the wine cellar. All cost for labor and materials is covered for 1 full year from date of receipt. The compressor is covered for (5) years from your date of receipt (parts only.)
SECURITY INFORMATION
When I submit credit card information online, is it secure?
WineEnthusiast.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 WineEnthusiast.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.
Does Wine Enthusiast sell or rent my email address to other companies?
The Wine Enthusiast does not sell or rent your email address to other companies. When you sign up for email communications from Wine Enthusiast Companies, you may be contacted by our partner companies, WineExpress.com Wine Shop 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.
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