To Order by Phone : 1-888-614-WINE

 
Frequently Asked Questions


Answers to your questions




How does Grand Wine Cellar store its wines?
How long will it take to receive my order?
Why can't I log in?
Why should I create an account?
Is it safe to use my credit card?
I see a charge multiple times on my credit card?
What is your Privacy Policy?
Do I have to order online?
What are my payment options?
Do you ship wine to my state?
What are my shipping options?
Can I cancel or modify an order after it has been submitted?
Can I return a product?
How do I know if you have received my order?
Does Grand Wine Cellar offer gift certificates?
How do I contact Grand Wine Cellar?
Can I obtain wines or other products that are not listed on your website?
Why was I asked to send in address verification?

How does Grand Wine Cellar store its wines?
Our 8,000 square foot warehouse in Syosset, New York is completely temperature and humidity-controlled at 55-57F (13-14C) with 70 % humidity year-round through the long New York summers as well as its unpredictable winters.

How long will it take to receive my order?
We make every attempt to get your order shipped to you as soon as possible. Most orders are shipped within 24 hours of ordering and many on the same day.

  • Orders within NY State: please allow 1-3 business days for delivery.
  • Orders outside the NY state area usually take 3-6 business days, depending on your shipping address, some orders could take longer.
  • Next Day Air orders placed after Friday 4 PM will be shipped on Monday for Tuesday delivery. Please call 888-614-9463 if you want to make a Saturday delivery at additional charge.

Why cannot I log in?
Are you sure that you have created an account with us? If you have indeed set up an account, but still cannot log in, you may be using an incorrect Username and Password. Click on Forgot Your Password?. Type in your email address, and click the Submit button. We will email you right away with your Username and Password.

If you continue to have problems, please contact us so that we can help you sign on successfully.

Why should I create an account?
Creating an account allows us to offer you more features and provide you with even better service. Once you have created an account you can:

  • Easily fill in your billing and shipping information when you place an order
  • Keep an address book with your shipping destinations to make shopping and gift-giving easy
  • Maintain a history of your previous purchases for your review

Is it safe to use my credit card?
Yes. We use the latest encryption technology to keep all your information safe. We guarantee that each purchase you make is protected and safe.

I see same charge multiple times on my credit card?
This usually happens with debit, check or bank cards if a transaction is declined or fails to process successfully. In this scenario your bank may hold the charge for upto 72 hours and releases it back to your account.We only charge once for the transaction that successfully goes through.

What is your Privacy Policy?
At GrandWineCellar.com, we are committed to respecting and protecting your privacy. We believe that our site should be a safe environment for everyone who visits and purchases. We are also committed to providing you the best possible online service and experience. For full details on our Privacy Policy, please click here.

Do I have to order online?
No. You can also order over the phone or by fax during our normal business hours (10 AM to 8 PM, Eastern time). We also invite you to come visit us at our store in Long Island, Syosset, NY.Our very knowledgeable staff would be happy to help you no matter how you customer service.

What are my payment options?
We accept American Express, Discover,Visa and MasterCard. You can also complete the order with the payment option as Phone/Fax and we will call for credit card information.

Do you ship wine to my state?
We do not ship the following states: Iowa, Indiana, Massachusetts, Maryland, Maine, North Dakota, New Hampshire, South Dakota, Texas, Utah. Non-wine items, such as accessories and glassware may be shipped to all states. Please accept our apologies if we are unable to ship to your area. For more information on state laws concerning shipments of alcohol, visit: http://www.wineinstitute.org/shipwine

What are my shipping options?
You will see the shipping options and price on the ShipSummary page. Email us our customer service for additional information regarding shipping options.

Can I cancel or modify an order after it has been submitted?
Yes. You can cancel or modify an order by calling us at (888) 614- WINE (9463) or by emailing customer service. Be sure to include your name, email address, order number (if available), the products you want to cancel or change, and all other information that could help us locate the order. With any cancellation or modification, please let us know as soon as possible. We charge 20 % restocking fee for all cancelled.

Can I return a product?
We strive to deliver high quality products, reliable shipping, and exceptional customer service. If you are not satisfied with your order for any reason, please customer service right away. We will do all that we can to make things right.
Please call and/or email before sending your return so that we can expect it. You can reach us by phone at (888) 614- WINE (9463) or by fax at (516) 496-4890. We charge 20% restocking fee for all returned orders.

How do I know if you have received my order?
After you place an order, you should see a "Thank You" page notifying you that you will receive an order confirmation via email. Additionally, in the My Account area, you should see the order on the Order History page.

Does GrandWineCellar.com offer gift certificates?
Grand Wine Cellar gift Certifcates may be purchased in denominations of $10, $25, $50, $100, $250, $500. To find out more , click here

How do I contact GrandWineCellar.com?
Just click here for all our contact information.

Can I obtain wines or other products that are not listed on your website?
Yes. Due to the vast size of our inventory, we cannot list everything in-stock on our Website. If you cannot find something on our website, please email your request and the quantity desired to our customer service, and we'll get back to you with a prompt reply.

Why was I asked to send in address verification?
Sometimes, when an order is placed with a discrepancy between the billing and the shipping addresses, or with a billing address outside the US, or the order is above a certain value, our ordering system will flag the transaction for manual review. In these circumstances, we request physical documentation of the billing address on the order in question to make sure that the order has been placed by the account holder. We hope you understand that when we have to take extra security measures such as this, we do it to protect you as well as Grand Wine Cellar.
Unfortunately, without this documentation, we are unable to complete the processing of your order. If we do not receive the requested documentation within two weeks of your initial order date, your order will automatically be canceled. If you can't provide documentation of the billing address on your order, you will need to cancel your current order and reorder using the proper billing address for your credit card. Once we receive and process your documentation, you should not need to provide it on subsequent orders.

 

If your question was not answered here, please email us at customer service.

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