Door to Door Delivery
With Door-to-Door Delivery, delivery persons leave your item at the first enclosure (front door, porch, basement, garage). AFTER ORDERING, please expect a phone call directly from the shipping carrier. This call will take place most likely a day or two from delivery of your wine cooler. On this phone call you will be notified of the delivery date and time.
Delivery past the first enclosure and/or up or down stairs inside your home are not included, that would be considered White Glove Delivery. If you'd like to add white glove delivery, a pop up box will appear after adding the product to cart, giving you the option to add to your existing order.
White Glove Delivery
Wine cellars and other heavy items receive our White Glove Delivery service. 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. The charge for this service is separate from standard delivery charges and stair charges may apply for locations with 5 or more steps.
How To Track Your Shipment
Wine Cellar HQ has selected only the best and most efficient shipping companies when it comes to delivering your wine accessories and wine cellars to their destination. We will follow up via email once your order ships, which will include a tracking number and the link to view your real time tracking information.
Shipping to: Hawaii, Alaska and Puerto Rico
Standard Delivery shipping rates do not apply to any orders shipped to Alaska, Hawaii, Puerto Rico, or islands off the US (i.e. Martha's Vineyard, Kiawah Island, etc.). Please contact Our Sales Department at (888) 589-1833 or email us at info@winecellarhq.com to obtain an accurate shipping quote prior to ordering.
Broken or Damaged Items
We understand that many of our products are fragile and may be damaged in transit. In such cases, please contact Customer Care Department at (888) 589-1833, 9am-5:30pm EST Mon-Fri and a Customer Care representative will assist you.
Backorders
Wine Cellar HQ is dedicated to ensure that the thousands of products we store in our warehouse are in-stock and ready-to-ship. However, sometimes demand outpaces supply and we fall short. Backordered items are still available for purchase online, and will ship as soon as they become available.
If an item is backordered, we try be as clear and accurate as we can on the item´s product page to give you estimated delivery dates. Please be aware that delivery dates on backordered items are approximate and subject to change.
In rare occasions, there are times when a shipment of backordered products is unexpectedly delayed from our vendors and your promised delivery date may change. If this happens, we will send you an email indicating which item has been delayed and its new estimated shipping date. If the new shipping date is unacceptable to you, you can contact our Customer Care Department at (888) 589-1833.
Please Note: Your credit card will not be charged until we confirm your order is in stock, or an agreed upon expected shipping date has been established and accepted. If any item in your order is backordered, you will only be charged for the items that ship.
P.O. Box & APO/FPO
Sorry, items cannot be shipped to P.O. Boxes and/or APO/FPO.
Return Policy
We want you to be completely satisfied with your purchase. If you are not satisfied with your order, please complete the following and return with the merchandise you are returning within 30 days of receipt for a quick exchange, refund, or credit. All returns and exchanges must be in original condition and include all components. Once your return is received and processed, you will be notified via email. You will be responsible for the cost to ship the item back to the warehouse.
Exceptions
The following items are not returnable: personalized items, custom wine cellars, custom wine racks, cooling units, opened audiovisual products (CDs, DVDs, etc.), opened computer software, books, food, plants or items that are damaged or abused.
Any merchandise missing the original Universal Product Code (UPC) cannot be returned.
Pricing & Availability
Wine Cellar HQ cannot confirm the price of an item until after you order. In the event of a pricing error, Wine Cellar HQ may refuse or cancel any orders placed for that item. We will notify you of any cancellations. Prices and availability are subject to change without notice.
Restocking Fee
A Restocking Fee of 20% will be charged on free-standing wine cellars, wine racks, large furniture pieces, cooling units and select items if they are being returned or refused upon delivery. These fees apply unless the item is defective or damaged, you received the wrong item, or the fee is prohibited by law. In instances of an item being defective please see the warranty section below.
Cancellation Fee
Some items may be shipped directly from the manufacturer. These items, if cancelled after 7 days may incur a 20% restocking fee.
Shipping & Handling Fees
Shipping & Handling will only be refunded if the item was defective, damaged, the wrong item was sent or the personalized product was made incorrectly.
Missing Item or Damaged Product Fee
A missing item or damaged product fee will be charged for any product missing the original box, packaging material, contents, accessories and/or manuals (i.e., any product not in "like new" condition).
Damaged, Defective or Incorrect Items
If your product is damaged, defective or incorrect (including Personalized items) please contact our Customer Care Department at (888) 589-1833 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.
Personal Items/Data
Please remove all personal items or data from any returned products. Wine Cellar HQ is not responsible for any personal items or data left in or on these items.
