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Frequently Asked Questions

Consumer Questions | Winery Questions

My Account

Ordering, Paying & Shipping

Contacting VinoShipper

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My Account

What is my Login/Password?

The email address you entered when you registered for our site is your login name. If you've forgotten your password, please click "Reset Password". We will email you a link to reset your password.

How do I update My Account information?

Should you need to make changes to your contact information,

  • Click the "Sign In" button in the top right corner of the VinoShipper home page.
  • Enter your login and password information in the appropriate fields and then click "Submit".
  • Once you're signed in, click on "Edit" next to Profile. Update your information accordingly and click "Finish".

How do I find my previous purchases?

To access a list of the wines you purchased previously, after you've logged in, click on the "Purchases" link on the upper toolbar. This will give you the option of searching for your previous purchases by date.

I've lost my password. What do I do now?

  • Click the "Sign In" button in the top right corner of the VinoShipper home page.
  • Then click "Reset Password". This will take you to the Password Reset page.
  • Enter your email address that you registered with.
  • A link to reset your password will be emailed to you.
  • When you receive the email, click on the link enter your new password.
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Ordering, Paying & Shipping

What are my payment options?

VinoShipper accepts VISA®, MasterCard®, Discover®, and AmericanExpress® credit cards.

Do you keep my credit card information on file?

We don't keep your credit card number in our system. You will need to enter it each time you place a new order.

How do I know if my order has been completed?

You will see an order confirmation on screen and a copy of your order will be emailed to you.

How do I know that my credit card information is secure?

This Web site has security measures in place to protect the loss, misuse, and alteration of the information under our control. When you place orders or access your account information, we use a secure server. The secure server layer (SSL) encrypts all information you input before it is sent to us. All of the customer data we collect is similarly protected against unauthorized access. A complete description of our security measures can be found at our privacy policy.

How do I track my order?

When your order ships you will be sent a tracking number. You can also login in to your account and look in Purchases where you can click on the tracking number for the status.

How do I ship to another location?

During Checkout you will be asked to enter a Shipping Address, add the alternate address you wish to use. Remember that there must be a person over the age of 21 there to receive it. Please note, there are some States that do not allow direct shipments. We will let you know if your shipment is possible prior to completing the order.

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Why does someone over the age of 21 need to sign for my order?

Under law, we may ship wine only to people aged 21 and above in states that allow wine shipments to consumers. Should you not expect to be home when your order is anticipated, you have a couple of options. Someone age 21 or above (they'll have to show valid identification) can accept it on your behalf or you can arrange to have it shipped to another location, such as your work location, should you work outside out of the home, or to a neighbor's.

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).
  • You can sign up for their free MyChoice service which can help determine the delivery time.
  • 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 shipper.
  • An alternate delivery address or delivery date can be specified, but UPS will charge for this service.
Alternatives to consider when selecting a delivery address.
  • Have it shipped to your place of work.
  • Check out a local UPS store and ask if they will receive it for you.
  • Set the order up for "Will Call" after it has shipped. Once it arrives, you will have five days to pick up the order at the appropriate local distribution center. There is no additional fee for this.
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Where can wine, mead or cider be shipped?

  • The rules and regulations for shipping wine varies by state. See List here.
  • Please refer to the specific winery or wine page to confirm if the wine can be shipped to your destination state.
  • International shipments are not available at this time.

What are the Special Shipping options?

There are some special processing rules for some areas.

1 Alabama (12 bottle minimum)

All wine orders to Alabama have to be processed manually. Read below for steps to order wine in Alabama. Please contact us with any questions.

  • Register as a buyer here. This verifies your age for us.
  • Fill out this authorization form from the Alabama ABC.
  • Find a state store for your wine to be delivered to here and list it on the authorization form.
  • Send us an email with your authorization form and your order.
  • Once we receive your order information we will contact you for credit card details.
2 California (12 bottle minimum)

This process is only necessary for buying wine from wineries that don't have a California permit. Our shipments to California have to ship via our California warehouse. There will be a shipping fee to our warehouse and one for the final destination. Please contact us with any questions.

  • Register as a buyer here. This verifies your age for us.
  • You won’t be able to place your order online, so please call or email us the wine (with quantities) you wish to purchase.
  • Provide us with your credit card information (number, card, expiration and billing address). For your security, this is best done over the phone.
  • Get us your shipping address in California by phone or email.
  • We bring the wine to our California warehouse and then ship to your California address.
  • There are two charges to your credit card. One for the wine shipping to our warehouse in California and one for the shipping charge to your California address. It's approximately $25 to ship a case of wine within California.
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3 Virginia

Wines can only be shipped in Virginia if a Virginia Winery has a direct shippers permit.

Does VinoShipper ship outside of the United States?

Maybe, but we only do this for full case orders (12 bottles). Email Customer Service with your request and we can provide you a quote. But be prepared, the shipping will be expensive!

Why is my order being held up because of weather?

As you know, wine can be damaged by exposure to extreme weather, such as extreme heat or to freezing temperatures. When wine is at risk of being damaged, the winery may place a temporary hold on orders being shipped to states affected by such extreme weather conditions. To track the shipping status of your order, go to refer to the tracking number on the email confirmation you received.

In general it is recommended that you order your wine to be shipped via an expedited service. The less time your wine spends in transit, the less the chance of it being damaged. We apologize for this inconvenience, but such is the dynamic nature of wine.

What if I want to return wine?

VinoShipper is committed to you having a positive experience when ordering wine from us. Due to the unique "living" nature of wine, there are some special rules affecting refunds. Go to our Return Policy.

Contacting VinoShipper

How do I contact VinoShipper?

You can contact us at (866) 678-VINO [8466] or at customerservice@VinoShipper.com.

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Winery Questions | Consumer Questions

Fees Charged

My Account

Listing A New Wine

Order List

Shipping

My Sales

State Compliance

Payment

Fees Charged

How much of the revenue generated on VinoShipper for my wine does my winery receive?

Our fees are dependent on if a sale is on a winery's permit or through the VinoShipper network.

  • 4.75% + .75¢ per Bottle
    For sales in a winery's home state or sales using the winery's direct ship permits.
  • 8.75% + .75¢ per Bottle
    For sales within VinoShipper's network.

Our fee covers credit card fees, age verification services, compliance checking and order tracking. Your winery nets over 90% of the wine's selling price.

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My Account

How do I register my winery at VinoShipper?

It is easy to register your winery and wines to be sold on VinoShipper. Click on the link "Sign Up as a Winery" on our home page to start the process and follow through the steps.

  • "Sign-In Info" — This is where you enter your email and preferred password. Remember to write down your email address used to register (in case you have more than one) and the password. You will need these to log onto the system the next time. Also be sure to read the site use agreement and click on the check box next to it and to the box giving us permission to send you updates that will enhance your sales.
  • "Winery Registration — Be sure to fill in all of the boxes as they required information. Your license information will be kept private.
  • "Winery Description" — The information you input here will be what the public sees when your wine is pulled up in searches. Be as descriptive as you possibly can. We want our customers to have a rich sense of why your winery is special. Our editors will review and approve your text. With regard to uploading your logo, our system will automatically resize it to fit the screens of our customers' different Web browsers.
  • "Winery Contacts" — With our integrated marketing/shipping/payment system, VinoShipper could end up interacting with at least three people at your winery. The "Primary Contact" is the person at your winery who oversees the relationship with VinoShipper. The "Order Fulfillment" contact is the person to whom orders for your wine will be routed electronically. The "Contact for Website" is the person we will work with to link the VinoShipper Web interface with your website.
  • "Summary" — This page captures all of the information you previously entered.

After you click on the "Finish" button, you will be taken to your My Account page. This will summarize all of the information you just entered. Note that by clicking on the "Edit" button next to "My Profile" you can make changes whenever they are necessary.

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How do I update my contact information?

  • Login to your account.
  • Once you are logged in to your "Account" you will see "Winery Information" with an "Edit" button next to it.
  • Click the Edit button.
  • This will take you to a page that lets you select which subject area you wish to edit.
  • Click edit for the appropriate section
  • Make your changes.
  • Click on the "Save" button.
  • This will then return you to your "Account" page.

I've lost my password. What do I do now?

  • Click the "Sign In" button in the top right corner of the VinoShipper home page.
  • Then click "Reset Password". This will take you to the Password Reset page.
  • Enter your email address that you registered with.
  • A link to reset your password will be emailed to you.
  • When you receive the email, click on the link enter your new password.
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Listing A New Wine

How do I list a new wine?

Click on the "List A New Wine" under Wines on the top navigation bar This will generate a form that you fill in for each wine you wish to have listed on VinoShipper. Note that after you have entered all of the information you can click on the "Preview this Wine Listing" button to preview what your listing will look like once it goes live.

I'm having trouble uploading my wine label.

To upload the image label from your computer, click on the "Browse" button. Your label needs to be sized to 200 pixels square and cannot be larger than 1 megabyte in file size. If you are still having trouble, give us a call at 866-678-8466 or email your image to images@vinoshipper.com with your winery name and we will upload the image for you.

What if I don't have all of the information sought?

List the information you have. Leave blank those boxes for which you don't have information.

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Doesn't VinoShipper set the pricing?

Yes, we establish the pricing for your wine. However, it is our philosophy that as you have invested a great deal of time and thought into establishing your brand and creating your wine, we would be wise to have our price reflect your Manufacturers Suggested Retail Price (MSRP) or appropriate direct to consumer pricing. We want to be sure that our search engine places your wine into the proper categories where your most likely customers can find it.

Does VinoShipper review my wine listings before they are posted?

Yes, we review all of your wine listings before they go live on the site. We want to make sure that no grammatical or spelling errors sneak into the postings. If we have any questions about the intent of a listing, we will contact you directly.

VinoShipper help me with uploading new wine information?

Absolutely. Give us a call at (866)678-8466 and we'll be happy to work with you in having your wine posted on the site.

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My Order List

What is the Open Order List?

The "Open Order List" captures all of the orders customers have placed for your wine. You will find the link at the top of your "Account" page.

How do I search for orders?

Click the "Orders" link on the top navigation bar. You can see Ready to Ship, Ready for Pickup, and Completed orders.

Does this mean that I need to keep checking into the Order List page?

No, the Order List function is actually a backup system to the primary means we'll use for alerting you when you've received a new order. With the VinoShipper system, once a customer has completed placing their order, the system automatically sends an email to the person you registered to receive them during the signup process notifying them of a new order.

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Shipping

How does the VinoShipper system work?

Once the customer has completed their purchase, our system automatically generates an order alert that is sent to your company via email.

I just received the order notification from VinoShipper. What do I do now?

It's simple, really. Select the wines purchased by the customers and safely pack them for delivery. Go to your account, click on Orders > Orders List and select the order. From here you can print the packing slip and the UPS label. Affix the label to the shipping cartons and either take them to UPS for delivery or alert UPS that they should come to your distribution center to pick up the orders.

Why do you use only UPS?

We have integrated our order entry, shipping, and tracking system with UPS's. They provide a very sophisticated system that streamlines the process of shipping wines safely and legally while keeping the cost of shipping low.

How do I track shipments?

Once you print the shipping label the tracking number is added to your order and is also notified to the customer once UPS scans the label. This way both you and we can provide this information to customers.

How many tries will UPS make to deliver a wine?

UPS will attempt to deliver the wine three times. After the third try they will hold the order for five days and if delivery cannot be resolved they will return the wine to VinoShipper.com.

How do I know that someone age 21 or older will take possession of the wine once it's delivered?

We have two layers of verification. When the buyer registers our system checks their name and address against a national database to ensure that they are who they say they are and are 21 years of age or older. Additionally, UPS has a check and balance in place that ensures that their drivers will physically hand the wine shipment to individuals who have definitively proven that they are age 21 or older.

Where can wine, mead or cider be shipped?

  • The rules and regulations for shipping wine, mead or cider varies by state. See List here.
  • Please refer to the specific supplier or product page to confirm if the product can be shipped to your destination state.
  • International shipments are not available at this time.
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My Sales

How do I search for my completed sales?

The Sales History report presents all of your sales information in great detail.

How do I gain access to the names and contact information for the VinoShipper customers who have ordered my wine?

In your account click on "Customers" > "Customer List” on the main navigation bar.

State Compliance

How do I know that the wine shipments are compliant with direct to consumer shipping state laws?

VinoShipper owns the licenses for those states that allow retailers to ship wines direct to consumers. We are responsible for staying in compliance in these states, filing the necessary reports and taxes.

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Payment

Can I see what money my winery is owed by VinoShipper?

Your sales information is available any time you want on your Sales page.

When do I receive payment?

We make payments twice per month. For sales made between the 1st and the 15, we pay last day of the month, for sales made between the 16th and the last day of the month we pay the 15th of the following month. This give us time to ensure there are no issues related to the shipments prior to paying for the wine. Payments are made by direct deposit.

Can VinoShipper's sales information be imported into my accounting system?

Not at this time we will let you know when this becomes available. You can export all the sales data. See "Reports" in your account.

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