1)ORDER FULFILLMENT & TRANSFERS: While most items ship within 1-3 days, we can not physically stock the large amount of offerings we carry, and many items are held off site. Some items may need to be transferred into our inventory which may cause a delay in shipping by up to 1 week, and possibly beyond for pre-arrival orders. If your items are time sensitive, please reach out to us and let us know what date you need them by. If you do not reach out, we will assume your shipment is not time sensitive, and we will ship the items as soon as we can. If there is a significant delay, beyond 7-10 days, we will reach out to you with an estimated ship date. Please note that orders placed around holidays can be delayed further due to business closures at our supplier's warehouses and FEDEX closures. We do not process orders on weekends.
2)WEATHER SHIPPING DELAYS: By default, we do not ship where temps are above the mid-70s or below 20 degrees, especially if it is a longer than 1 day shipping time. Hot and cold weather can potentially damage wine. If temperatures are too warm or cold to ship, we will hold the wine free of charge in our temperature controlled space until it is safe to ship. We can however, ship in any weather with your approval. If you need the wine and can not wait, please contact us to proceed with the shipment or upgrade shipping. If you decide to ship in hot weather, you assume responsibility for any damage that can incur due to shipping in summer temperatures.
3)DELIVERY INSTRUCTIONS & UNDELIVERED SHIPMENTS: Someone 21 or older will need to be there to sign for and receive the package. If no one is there to sign, Fedex/UPS will make 2 more attempts to deliver, then it will be held at a location for pickup for a few days. If it is not picked up, it will be returned to us, and shipping will not be refunded. Extra shipping charges will apply to have the package resent to you. Any orders cancelled are subject to a 20% restocking fee.
4) SHIPPING WINE: If wine is shipped to you, we contract with a 3rd party carrier (FEDEX) who will ship wine that you have already purchased. Ownership of any wine that THE CELLAR D'OR sells changes hands at the time of purchase in the state of New York and is subject to sales tax in this state. By requesting that your wine be shipped to you, you are authorizing us to engage a common carrier to deliver your wine on your behalf. THE CELLAR D'OR is not responsible for any breakage, theft or damage of wine by said common carrier. In the case of a loss, theft, or breakage issue, we will work with you to recoup the loss and issue a refund. FEDEX will cover up to $100 of your package value, and in the cases of costlier shipments, your package will be insured. We make no representation to the legal rights of anyone to ship or import wines into any states outside of NY. You, the buyer, are solely responsible for shipment of alcoholic beverage products and assume all obligations for compliance with your state's laws.
5) SHIPPING CHARGES: We do not profit on shipping. All shipping charges cover the costs of styrofoam OR pulp wine shippers (these are custom shipping boxes we buy to keep your wine safe in transit), packing tape, 3rd party carrier charges, and nominal labor to pack and deliver your wine for shipment to the 3rd party carrier. Shipping charges are more on smaller quantity orders, as FEDEX has a base rate they charge for ANY size shipment. The more bottles you order to fill a case of 12, the better your cost per bottle becomes.
6) ORDER CANCELLATIONS: All order modifications must be submitted within 24 hours of order submission. Once an order has left our facility, it cannot be canceled.
7) ORDER HOLDS: We offer free holds for limited time during times when weather may be a factor in shipping. At checkout you will be able to choose if you would like your wines shipped or held for weather.
8) HOW LONG IS GROUND SHIPPING?: We are located in NY, from the time of pickup, ground shipping times are usually 1-2 days in the notheast and eastern seaboard, 3 days for southeast US, 3-4 days for midwest, and 5 days to the west coast. We have seen up to 7 days for more remote areas of the pacific northwest.
9) RETURNS: If you believe you have received flawed wine or an incorrect product, contact us within 7 days of the receipt of the order and we will arrange a return shipment of the wine. Upon arrival back at our facility the product will be subject to a staff evaluation. If it is determined that the wine is flawed or does not match the listing on the website, we will refund the cost of the product and associated shipping cost. If the product is sound and was originally shipped as listed on the order, you will be responsible for both the original and return shipping charges and a 20% restocking fee.
In the case of flawed wine, please do not continue to open and try bottles as we can only compensate for the 1st opened bottle. All bottles, opened and unopened, must be returned in order to receive a refund of the product cost and associated shipping charges. The refund issued to you will reflect the 1st opened bottle, as well as each unopened bottle that is returned.
If you have received a broken bottle, please send a picture of the item with your refund request in order to receive a refund for the product and associated shipping costs. If you have received a leaking or damaged seal, please contact us for options. Do NOT discard the product until a resolution has been communicated.
We fill orders based on the listing of the item not the image displayed. If there is a discrepancy over an image on our website, or you question the image, feel free to contact us prior to placing your order. We will not return or exchange an item based on its presented image.
All order modifications must be submitted within 24 hours of order submission. Once an order has left our facility, it cannot be canceled.
If your order returns to our facility due to unavailability of an adult signature or refusal at the shipping address listed on the order, it will be canceled and you will be refunded for the bottles returned less all associated shipping charges and a 15% restocking fee.