Terms and Conditions

If you do not agree to these terms and conditions, you must cancel your order with us prior to shipping or within 1 business day - whichever is sooner. No restocking fee will be applied to orders canceled within that time frame.

OUR SHIPPING PHILOSOPHY

 

We try hard to ensure that you receive the best service possible from our trusted couriers. However, shipping is a complicated process and we are at the mercy of mother nature. Please be aware that we will delay shipping if we feel that there is a chance your package may freeze or over-heat. If we delay the shipping of your package, we will do our best to inform you with as much notice as possible.

 

  • We ship in discreet, recyclable packages.

  • Packages are bomb proof (not tested with real bombs), with a <0.1% breakage rate.

  • Signature is required and couriers are required to verify your age because it’s alcohol.

  • We cannot leave packages at your doorstep (it's illegal - because it’s alcohol).

  • Receive an email with your tracking number the day it is shipped.

  • Reshipping fee = Base shipping fee of $15 + any applicable surcharges.

  • Prefer not to have your package reshipped? Missed your delivery twice? We will keep the package and credit your account for the amount paid for the package, less the return shipping charges and a $10 restocking fee.

  • Orders cannot be cancelled or refunded. All sales are final.



WHAT HAPPENS IF I GET A BAD OR OFF BOTTLE?

 

Oh no! That’s no fun. We’re sorry. Bad bottles are an unfortunate reality of the wine world and they do occur. If you do get a bad or off bottle as part of your package, let us know within 30 days of delivery and we will ensure that a credit is applied directly to your account.

 

CAN I CANCEL MY ORDER?

 

Once you have selected and paid for wines from Vivino, orders cannot be cancelled or refunded. All sales are final.

 

WHAT HAPPENS IF MY WINE ARRIVES DAMAGED?

 

Our custom built polystyrene packing rarely allows for a broken bottle. However, now and then due to shipping or weather, bottles do arrive damaged. Should your shipment arrive in pieces, please email the wine’s details and a photo of the broken bottle to ca.orders@vivino.com within 7 days of receiving your shipment, we will happily work out a solution with you.

 

IS THERE ANYONE THAT I CAN SPEAK TO IF I HAVE ADDITIONAL QUESTIONS OR CONCERNS?

Please feel free to contact the Vivino Customer Service Department by email at ca.orders@vivino.com and we will be happy to help.