An extension of our passion for making a difference, we’re committed to providing the best customer experience possible. While we’re here to answer any questions you may have, we’ve created this list of frequently asked questions to help you during your online visit.
Require additional help? Please email us at: help@vinofina.com.

Q: How do I email or call your CUSTOMER CARE department?

We’re happy to assist you and provide a few methods for you to reach us:

CALL US at 877.424.3390, 9-5 Monday through Friday Pacific Standard Time

We are closed on major Holidays and will have a special announcement on our customer service line when this is the case.

SEND US AN EMAIL

You can send our Customer Care Team your specific question to: customercare@vinofina.com

Q: What is VinoFina?
A: VinoFina pairs two of the world's great joys: wine and social good. We are the first wine retailer to give back on EVERY wine purchased. VinoFina enables its Cause Partners (charities big and small) to expand its donations with extraordinary ease. A one-of-a-kind wine pairing experience, VinoFina offers access to a portfolio full of outstanding wines from celebrated wineries and boutique producers. Pairing each great wine with causes consumers believe in, every bottle contributes to making a difference for good.

Our Cause Partners communicate the VinoFina program to their membership to help support their organization. Email communications from VinoFina will only occur in the cases where a Cause Partner Member has opted-in to V-Channel (VinoFina’s Newsletter) or purchased directly from VinoFina.

Q: How do I specify which non-profit or charity I want my wine purchase to support?
A: Every bottle purchased at VinoFina contributed to making a difference. To specify a non-profit or charity you want your order to support, you may either make your selection during the Checkout process by selecting your Cause Partner or enter a specific promotional code. Promotional codes are typically received through Email marketing communications.

Either process ensures that the order created is associated with your specified nonprofit or charity.

Q: Can I support multiple non-profits or charities at a time?
A: Like most of us, you probably have more than one cause you support. For that reason, VinoFina partners with non-profits and charities in all sectors, enabling you to make a difference across many areas. At this time, our store only allows one specified non-profit or charity to benefit from a transaction. While we think it’s important to support as many causes at a time as possible, we continue to develop our online store to satisfy this need.

Q: My favorite non-profit or charity is not listed on VinoFina; what do I do?
A: The number of worthy causes today is immense. While we’re actively working on forming partnerships with non-profits and charities of all sizes, we welcome recommendations for causes who could benefit from our unique fundraising programs. To make a recommendation, complete our Recommend a Non-Profit form; we’ll contact your suggested organization without delay.

In the meantime, your wine purchases can benefit many other great causes. Explore our current Cause Partners and select a favorite or learn more about a new organization.

Q: How are the contributions established for each wine?
A: We work directly with wineries and our distributor partners from around the world to gain access to wines that are of highest quality and value. With each wine’s cost varying, VinoFina is dedicated to making the greatest contribution possible. While every wine in our wine shop makes a difference to a non-profit or charity, each week, we highlight a special Wine & Charity Pairing. A specific wine we’ve sourced, paired to support a specific charity, this wine gives a greater contribution.

Q: Is this a secure site?
A: VinoFina is a secure site. We respect your privacy and consider security an extremely important issue. We will never share your personal information with outside parties, our site uses Digicert SSL 256 bit encryption technology and we do not store credit card information on our web server. We are an affiliate member, recognized by the following groups:

McAfee Secure http://mcafeesecure.com

Age Verification http://www.idology.com

Q: What forms of payment do you accept?
A: Major debit and credit cards including Visa, American Express, and MasterCard are accepted.

Q: Do you charge sales tax?
A: Yes. State sales taxes will vary depending on your billing location.

Q: Does VinoFina ship my order?
A: Wine purchased through VinoFina are generally shipped by us directly. As a wine retailer, your wine purchased is facilitated directly through us. In some states, out of state wine retailers are not permitted to ship directly to consumers while out of state wineries are. In those states, we will partner with the wineries to ship the wine to you.

Q: Where will my order ship from?
A: All orders shipped from VinoFina are from our Sonoma, CA warehouse location.

Q: Can you ship to my location?
A: Due to various state laws, wine retailers are restricted from shipping wine directly to some states. With state laws ever-changing, we recommend checking back frequently to check with us for states shipping status. We cannot ship outside of the U.S., to U.S. territories such as Puerto Rico, or to Military and A.P.O. addresses. Check out FreeTheGrapes.org to learn more about unfair state shipping regulations and what you can do if your state doesn't accept direct shipping from America's wine retailers..

States with zip code restrictions on wine shipments

Local laws prevent us from shipping to certain zip codes in the states below. Information regarding zip codes that are not currently serviced by VinoFina will appear at the time that orders are placed.

Alaska
Florida
Idaho
New Hampshire

States with additional regulations

Connecticut & New York: State regulations prohibit wine and food from being shipped in the same package. Gifts & Baskets ordered that include both food and wine will be sent in two separate packages.

Texas:  Texas state law prohibits us from shipping wines containing more than 16% alcohol.

Q: Can you ship to a P.O. box?
A: We are unable to ship to P.O. boxes. An adult, 21 years or older, must be present to sign for each shipment; UPS and FedEx do require proper identification. To avoid unnecessary delays and complications during transit and delivery, we suggest that you use your business address, or make arrangements for an adult to be present at the delivery location.

Q: Must I be present to sign for the delivery of my wines?
A: To prevent minors from buying or accepting alcohol purchases, an adult, 21 years or older, must be present to sign for each shipment; UPS and FedEx do require proper identification. This person may be an adult besides yourseld, but they must be 21 or older with an acceptable form of ID present at time of delivery. UPS and FedEx will not deliver to adults who are visibly intoxicated at the time of delivery in accordance with Federal law. To avoid unnecessary delays and complications during transit and delivery, we suggest that you use your business address, or make arrangements for a legal adult to be present at the delivery location. If after several delivery attempts the shipper returns the package to the winery, you will be responsible for the initial shipping fees. Should this occur, we will contact you and you can either cancel the order and receive a refund for your order less the initial shipping fees, or pay for a second shipment. If you have placed an order and are unable to have an adult present at the time of delivery, please call 877.424.339 to speak with a representative. In some cases we may be able to change the shipping address if the order is not in the final stages of fulfillment.

Q: Does VinoFina offer Expedited Shipping?
A: You may select either Standard or Expedited Shipping on all orders placed on our website. Standard Shipping covers ground service by either UPS or FedEx. Expedited Shipping in most cases covers 2-day Air or Overnight Delivery.

Q: How much does shipping cost?
A: We offer severely subsidized shipping on multiple bottle purchases with offers from our Cause Partners. In addition, if you spend $250 on a case or less of wine in our store, we will ship your wine for $5. Shipping fees will vary by location, provider and cause partner offer. Local pick up and delivery is available in the Bay Area.

Q:How do I track my order? A: You can check your order status by logging in to your account and going to your Members area. Your orders will be shown on the left hand side of the page; you can click on each one to view its status. We will also send you email updates when the status of your order changes. You will receive email notifications of tracking updates when each portion of your order ships.

Q: When will I receive my order?
A: Unless there is a shipping advisory, we ship your order within two business days of the date of purchase. If lack of inventory or other administrative reasons prevent us from shipping your order within the fourth business day it will be considered cancelled and you will receive a full refund. As soon as an order is shipped, we pass the tracking information on to you. For orders shipped via Standard Shipping, we ship via UPS or FedEx ground. Expedited Shipping in most cases covers 2-day Air or Overnight Delivery. Click below to see information on ground shipping by either UPS or FedEx.

FedEx
UPS

Q: What if the wine I purchase is out of stock?
A: As wine lovers ourselves, we are frustrated by online wine retailers whom complete wine orders, later to find out the wine is not available. For this reason, we offer an “Inventory Quantity” for every wine in our shop. This enables you to see what the wine level is before purchasing, reducing the likelihood of out of stock wine situations. Our inventory is NOT real time. It is updated daily.

Q: What is your returns policy?
A: Your satisfaction is very important to us.  We are committed to delivering your product in excellent condition and in a timely manner. If you are dissatisfied in any way with your purchase, please contact us within 30 days of your purchase date; we would like the opportunity to correct the situation.   Following wine-trade traditions, all bottles five years or older are purchased at the buyer's risk. 

Merchandise Damaged in Shipping

It is unusual to receive a damaged product from VinoFina. However, in the event you do experience a problem with a shipment, please contact us within 30 days of your purchase date. At our discretion we may offer a replacement, a discount, a refund or an account credit to be used for a later purchase. 

Returns and Shipping Charges

Returns for refund will be processed less the original shipping and handling charges, and return shipping and handling charges.

Q:Can I cancel my order?
A: We fulfill each order as quickly as possible, usually within two business days. However, if for any reason you need to attempt to cancel your order please email customersupport@vinofina.com with your inquiry or call 877.424.339 as soon as possible. If you refuse a shipment you will be charged initial shipping fees, a restocking fee, and the refund process may take up to three weeks.

Q: Whom do I contact if there is a problem with my order?
A: If you experience any problem with your order, please email us at customersupport@vinofina.com or call us at 877.424.339, and include your order number. We will do our best to have an answer or proposed solution to the problem within 1 business day.

Q: What type of packaging will my wine arrive in?
A: Because individual wineries sell, package and ship your wine, your wine will arrive in boxes and packaging that the winery uses for all other shipments. We ask that our winery partners use industry standard packaging to protect wine in shipment. If you believe your wine was shipped in unsatisfactory materials, please let us know by emailing us at customersupport@vinofina.com.

Q: What are weather holds and why is my order on hold?
A: VinoFina is dedicated to providing you with an exceptional experience. Because extreme temperatures may compromise the integrity of wine, we may elect to place a “weather hold” on any ground shipments during the summer and winter months. If your order has been placed on weather hold, the shipment may be delayed until conditions improve and it is safe to send your wine. VinoFina apologizes for these necessary but unfortunate delays and will do everything possible to communicate with you if and when these instances arise.

Q: Are there any options to getting my wine shipped to me if there’s a weather hold?
A: If a weather hold on your order is necessary, it could take upwards of 90 days for your wine to ship. To get your wine in the safest and most timely fashion, we recommend upgrading to Expedited Shipping.

Q: When do I find out that my order has been placed on a weather hold?
A: If any portion of your order is placed on Weather Hold, you will be notified via email right away.

Q: How much does expedited shipping cost?
A: Shipping fees will vary by location, provider and cause partner offer.

Q: What does the Expedited Shipping cover?
A: In most cases, the Expedited Shipping covers 2-day air or Overnight Delivery of your shipment. Depending on the date and time your order is placed, Expedited Shipments may take up to 5 business days to ship.

Q: Can I override a weather hold?
A: You can, but any and all guarantees of wine quality will be your sole responsibility. VinoFina will not grant refunds to any orders on weather hold that have been overridden. If you would like to pursue a weather hold, we recommend sending us an email to: customersupport@vinofina.com or calling us directly at: 877.424.339, 9-5 Monday through Friday Pacific Standard Time.