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Frequently Asked Questions (FAQ's)
Can I order by telephone?
You can always place orders by phone by calling 800.356.8466.
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 above. You may also call us at 800.356.8466.
Can I change or cancel my order?
To make a change or cancel your order, please contact Customer Care at 800.648.6058, 5:30PM ET Monday-Friday.
What is 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-5:30PM ET Monday-Friday.
Click here for return instructions.
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 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-5:30PM ET Monday-Friday.
I forgot my password. How can I log onto my account?
If you have forgotten your password, visit our Forgot Your Password Page and fill out your email address. Your password will be emailed to you shortly.
Can I check my order online if I do not have an online account?
Yes. Click here for Order Tracking and enter the order number and billing zip code. If you do not have your order number, please call Customer Care at 800.648.6058 for further assistance.
What forms of payment are accepted for online purchases?
Payment may be made by Visa, MasterCard, Discover, American Express, and PayPal (PayPal can only be accepted online). Personal checks are accepted for mail orders only.
What shipping options are available?
Wine Enthusiast offers several shipping options, depending on the product. Please click here for our shipping information.
Most purchases are shipped from our New Jersey 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 orders destined for Hawaii, Alaska, Puerto Rico and international addresses.
Express Delivery Policy
Wine Enthusiast offers two express delivery methods - UPS 2nd Day Air and UPS Next Day Air. All express delivery orders for in-stock items must be placed on the web site before 3 P.M. ET in order to be processed and shipped the same day. Any orders placed after 3 P.M. ET will be processed the following business day. If any order is placed after 3:00PM ET on a Friday, the order will be processed the following Monday or the 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.
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 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 understand 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-5:30PM ET Monday-Friday and a Customer Care representative will assist you.
Does 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. Please contact us directly at 800.356.8466 to obtain an accurate shipping quote prior to ordering any product to be shipped to these states or someone will be in contact with you after your order has been placed to notify you regarding the additional charges that will be required for your order.
Can orders be shipped to a P.O. box and/or APO/FPO?
Sorry, items cannot be shipped to P.O. boxes and/or APO/FPO.
Can orders be shipped to foreign countries?
For international orders, call (add your country's exit code) + 1.914.345.9463 or fax us at (add your country's exit code) + 1.914.345.3129. 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 (add your country's exit code) + 1.914.345.9463 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 is based on U.S. Dollars).
If I am not fully satisfied with my purchase, how do I return it?
Simply fill out the following Return Form and include with the items you wish to return. Once we receive your merchandise, we will review and process for exchange/credit.
How long do I have to return an item?
All items must be returned within 30 days from the date of receipt.
What do I do if my item is damaged or defective upon delivery?
If your product is damaged, defective or incorrect (including Personalized items) please contact our Customer Care Department at 800.648.6058 for further instructions. If you return a damaged, defective or incorrect item (including Personalized items not made correctly) you will receive a credit or an exchange depending on your request below. Shipping & Handling will be refunded if this is one of the cases with your item(s). Damaged products or products missing parts/items must be reported within 10 days of receipt for this to apply, otherwise product and/or shipping charges may be incurred.
How long does the returns process take?
The returns process can take anywhere from 7 to 10 business days. (During the holiday season, these times may vary)
How will I be notified when my return is processed?
You will be notified via the email address on file once the return is processed.
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.
I am the recipient of a gift, how do I return it if I am not satisfied?
Please contact our Customer Care Department at 800.648.6058 so that we may locate the order information to process the return.
Can items be returned in exchange for wine?
Unfortunately no, our wines are handled by a separate company and therefore this type of exchange is not possible.
How do I return something purchased from a store that carries your products?
All items purchased at a retailer must be returned to the store from which you purchased.
Can I return items purchased through a retail store?
If your Wine Enthusiast Product was purchased at any other retail store and not directly from Wine Enthusiast, we CAN NOT accept your return. You MUST contact the retail store that you bought the item from.
Are there any fees when returning an item?
A 20% restocking fee will be charged on free-standing wine cellars, wine racks, large furniture pieces, cooling units and select items shipped directly from the manufacturer. These fees apply unless the item is defective or damaged, you received the wrong item, or the fee is prohibited by law.
Can I return a personalized item?
Unfortunately, personalized items cannot be returned. If your order has arrived defective or damaged, please contact our Customer Care Department at 800.648.6058 for further instructions.
For more Returns informationclick here .
Wine Cellar Delivery FAQ's
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 800.356.8466.
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 800.356.8466. 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. On select units, the compressor is covered for (5) years from your date of receipt (parts only).
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?