GENERAL POLICIES
You must have a wholesale account to purchase and login to our website. Please go to create and account and follow the steps.
International Pricing Policy (IPP): Distributors/importers must sell at their best calculated price based on CIF and tax duties levy in the home country. These prices may differ from our retail prices listed in our site.
For retail sales, if applicable, a sales tax will be added to orders.
We make no representation to the legal rights of anyone to ship or import wines into any country outside of the republic of Georgia.
The buyer is solely responsible for shipment of alcoholic beverage products. By utilizing this service from wvinecellars.com, the purchaser is representing that he/she is acting in a fashion compliant with his/her local/state/country laws regarding the purchase, transportation, and delivery of wine.
ORDER POLICIES
For wine Retail orders, there is a minimum order quantity of 3 bottles.
Our in-house lead time is 3-5 business days for most orders.
COVID – NOTE
We are taking steps to make sure we can continue to serve our clients and maintain the health and safety of our team members as the world deals with COVID-19. As of right now all orders placed will still be fulfilled and shipped, however, processing time for any new orders are taking much longer than normal (approx. 4-5 business days longer) Currently we have no shipping delays to report from any of our shipping partners. But as you are probably aware this can change.
Until further notice, we will no longer be offering customer pickups at our locations. We take the safety of our staff and customers extremely seriously. We are listening to the recommendations of the WHO to protect our team members and customers. We have implemented several new requirements along with the CDC recommendations and our previous Workplace Health & Safety, and Food Safety standards.
Our sales and customer service team along with all other office staff are currently working from home. We are still available for support or any questions you might have.
Customers will receive an order confirmation by email after the order is sent to our and suppliers’ warehouse for processing. Please notify us asap if there are any changes or inaccuracies, otherwise the order will be shipped as is.
Shortages and back-orders: If an item on an order is not available, we will notify the customer by email. The customer can request a substitution or change to the order. If we do not receive a response within 1 business day, we will ship the order without that item.
INTERNATIONAL ORDERS
Wvinecellars.com is happy to work with International distributors/importers. Please complete our customer application and submit it with a copy of a government issued business or tax certificate.
International orders may be prepaid with a credit card or via wire transfer. Customers paying for the products via wire transfer will still need a credit card on file for shipping charges and small adjustments.
Wholesale orders can be picked up by your carrier at our warehouse, shipped to a freight forwarder, or shipped by sea or air freight cargo.
We will prepare the documents required to export the orders and distributors/importers are responsible to prepare cargo, customs and import paperwork in the destination country.
Retail International customers are responsible for verifying that the goods can be imported into their country.
For Wholesale International distributors/importers, we will provide if applicable Phytosanitary Certificates, Certificates of Analysis, food safety statements, etc., which has been previously arranged.
Customers assume complete risk and liability for any orders shipped outside of the the Republic of Georgia. After the goods/products have been delivered FOB or CIF (incoterms)We are not responsible for loss or damage to any international shipments.
SHIPPING POLICIES
We will evaluate your shipment once the order is in the warehouse and choose the lowest cost carrier either our parcel carriers or a set pallet rate. This is based on the weight and dimensions of the order.
Small orders will typically be shipped via DHL, FEDEX or UPS express and the rate will vary.
Each country code has a specific pallet rate which will be displayed at checkout. You will also see the corresponding lift gate charges for pallet shipments at checkout as well.
The pallet rate shipments will be shipped using a network of freight carriers, if you have specific carriers that you want or do not want to use, please call us at +3725.946.884. Please note that selecting a specific carrier may incur additional costs higher than the displayed pallet rate and may be a different transit time than that of the fixed rate carrier.
Shipping charges are added to all orders at the time that they are shipped. The charge will be added to the invoice and billed according to the default account terms.
Any additional shipping services requested by customers (including, but not limited to address changes, inside delivery, redelivery) will be added to the invoice and billed according to the account terms.
We are not able to bill direct to a customer’s FedEx or UPS account. The customer can arrange for their own shipping company to pick up the order, “Customer arranged shipping” should be requested when placing the order.
Orders are shipped “FOB: Origin”. Products becomes the legal property of the buyer once they leave our warehouse.
WILL CALL POLICIES (WHEN APPLICABLE)
Will call orders must be placed a minimum of 24 hours in advance.
Add-on orders are not able to be accepted at the time of the will call. Add-ons or changes to the order must be made more than 24 hours of the will call.
Customers arriving outside of the scheduled time slot will be helped as soon as possible but may have to wait for service.
SHIPPING DAMAGE AND DEFECTIVE ITEMS
The customer is responsible for inspecting orders upon delivery. Any items that are signed for as received in good condition, and then later reported as damaged, may not be eligible for a refund.
If you receive a damaged shipment:
Accept the shipment. Do not refuse or return it.
Note the damage on the delivery receipt (if shipped by truck) or with the driver (for UPS/FedEx parcels). Keep a copy of the document with the damage noted.
If you think there is damage, but cannot tell how much, write a note such as “1 box crushed, damage subject to further inspection”.
Take photos of the pallet/box before unpacking it.
Keep all boxes and packing materials until the claim is settled, they may be needed for an inspection.
Complete the Wvinecellars.com Order and Refund Form. Wvinecellars.com will file a damage claim on the customers behalf.
Defective items must be reported to Wvinecellars.com within 60 days of receipt, or no credit will be given.
Wvinecellars.com will issue a credit or ship a replacement for most defective products. If a manufacturer handles technical support and returns directly, the customer may be referred to the manufacturer for service.
WARRANTY AND RETURN POLICY
Wvinecellars.com has a six-month warranty against manufacturing defects on almost all of our accessory products. If you have a defective product, please contact our customer service department. We will refund, replace, or repair your damaged product.
If a customer receives a product that was not ordered, or otherwise shipped in error, Wvinecellars.com will pay the return shipping costs.
Damaged or defective items must be reported to Wvinecellars.com within 60 days of receipt to receive a refund.
Wvinecellars.com will accept products for a full refund within 60 days of receipt. The items must be new and in saleable condition, and the customer must ship prepaid to Wvinecellars.com.
Perishable products and opened food products cannot be returned for credit.
Any items that are drop shipped from our vendor to customers cannot be returned unless they arrive damaged or defective.
Complete the o Complete the Wvinecellars.com Order and Refund Form to report any issues or request a return.