Return Policy
Update March 1, 2022
To better serve our clients and the customer, we are implementing a new default policy on all returned orders. This new policy will allow us to respond to producers and customers quicker and resolve any issues that occur.
Effective March 1, 2022 our new default return policy for all returned orders will be:
CANCEL AND REFUND – CUSTOMER PAYS FOR THE OUTBOUND AND RETURN SHIPPING CHARGES
- When a package is returned, there are shipping charges for the original outbound shipping and the return shipping.
- The customer will receive a refund less the outbound and return shipping charges.
- If upon review we see that the return was caused by a UPS error, we will provide you with a new shipping label at no charge for the reshipment of the order.
FAQ
Q: What if I would like a different default policy for my account?
A: Please contact us at customerservice@vinoshipper.com to let us know how you would like return orders handled. There are two other options you can choose from.
- CANCEL and REFUND – PRODUCER PAYS for the OUTBOUND and RETURN SHIPPING
The customer will receive a full refund. The charge for shipping will be deducted from your next remittance. - CANCEL AND REFUND – CUSTOMER PAYS for the OUTBOUND SHIPPING, PRODUCER PAYS for RETURN SHIPPING
The customer will receive a refund less the outbound shipping charge. The return shipping charge will be deducted from your next remittance.
Q: What if the original order had free shipping or discounted shipping?
A: The charge for outbound and return shipping is the actual UPS charge, not what the customer paid on the original order.
NOTE: A few producers have previously set a default policy for their accounts. If you are one of those producers, your default policy will not change.
What if I’m not in when UPS delivers?
UPS will make three, consecutive, business day attempts to deliver your order.
- They won’t specify the time of delivery but will specify the date(s).
- If unsuccessful after three attempts, UPS will hold your order five days at one of their local distribution centers. It will then be your responsibility to pick it up.
- After the five days, it will be returned to the winery. If the order is returned you are charged for the return shipping to the winery, and then the reshipping back to you.
- An alternate delivery address or delivery date can be specified while the order is in transit. There is a $20 per package fee for the in-transit change plus any additional shipping charges.
Return/Refund Policy
Vinoshipper is committed to you having a positive experience when dealing with us and so we want to hear from you if there is a problem. However, due to the special nature of the Products sold through our Website, there are some special rules affecting returns/refunds.
In the event that you have not received the Products that you ordered:
Please call us at 866-678-8466 so we may investigate the reasons.
If the Products you ordered arrive damaged:
- If the damage is visible, do not accept the order from the shipping company.
- Please call us at 866-678-8466 and we will work with you to get the Products replaced.
If you received Products different from those which you ordered:
- Please call us at 866-678-8466 and we will work with you to get the Products replaced.
You are solely responsible for selecting the shipping method. Vinoshipper assumes no liability for Products that are or may be damaged by heat or cold during shipping. If you feel that temperature extremes could impact the quality of the Products we suggest that you choose an express shipping method to help protect your purchase or delay your purchase. If the Website indicates that the Products are or may be in short supply, please call us at 866-678-8466 and we will try to help you to ensure that your order can be accepted but the Products shipped at a later date.
If you have any questions regarding the status of any return/refund request, please email CustomerService@Vinoshipper.com listing your original purchase transaction number in the title.
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