Our offices are closed on weekends and government holidays. All emails and voicemails received after business hours will be answered on the next business day.
Sunday 4:00 PM - 8:00 PM Customer Service Call Center:
The representatives at the call center are available 24 hours a day, 7 days a week to answer your questions on shipping policy, as well as offer general information on our policies and procedures. If you need recommendations, information on product availability, or have a question about your order, please call during the office hours listed above to be forwarded to a supervisor. After business hours, the call center representatives will not be able to access this information. If our representatives are unable to answer your question, a supervisor will get back to you on the next business day.
2. How do I qualify for free shipping?
Ground shipping is free within the contiguous United States for orders over $99.99. If you are applying a coupon code to your order, the total must be greater than $99.99 after discount.Any applicable sales taxes do not apply to the $99.99 minimum. This offer does not apply to customers shipping to Alaska or Hawaii.
Free ground shipping and overnight shipping does not include Saturday delivery. If you need an item to arrive on a Saturday, please select optional Saturday delivery at checkout.
3. How long will it take before my order is shipped? What service is used to ship packages?
Orders placed before 4 PM Eastern Standard Time will be shipped within four business days, though we make every effort to send out your order the same day. We do not ship on weekends or government holidays. Domestic orders will be shipped through FedEx or UPS, and you will receive an email from the applicable company with the tracking number for your package. International orders are shipped via DHL. An adult signature is required for all packages.
Due to recent state regulations, we are no longer able to offer shipping to Massachusetts,Texas, or Nevada. Orders placed with a MA, TX, or NV shipping address will be canceled and we will issue a complete refund.
Due to our direct shippers permit with North Dakota, New Hampshire and Oregon, we are now able to ship to customers in these states.In compliance with these permits, we are required to collect local applicable sales tax.
All orders over $500 where the billing and shipping addresses do not match, including gift purchases, will require additional time for credit card authorization. Orders paid by electronic check or PayPal will be shipped after the funds have cleared.
4.How are your products packaged?
We will do everything in our power to assure that your package arrives safely. All orders are shipped in a sturdy cardboard box, with layers of foam cushioning protecting the bottles. Orders that include original packaging, or contain irregular-shaped bottles may be packed differently, but securely.
Unless mentioned otherwise, we do not include the original external packaging for our products. For certain items, we do offer an "Include Original Packaging" option, which will add an additional service charge to the product total. Please refer to individual item descriptions for more information. If a product you are interested in does not have the option to include the original packaging, and you wish to obtain it, please contact us before placing your order to verify that we can honor your request.
At this time, we are unable to offer gift wrapping services. The "Gift" option at checkout allows you to add a gift note at no extra charge.
5. How are gift certificates delivered?
Printed gift certificates are shipped via USPS. We also offer the option to have the gift certificate emailed to you or the recipient.Even if you wish to have the certificate emailed to you, a shipping address must be entered.
6. I want to pick up my order from your store. When will it be ready?
If you wish to pick up your order from our store, please select the "In-Store Pickup" shipping option at checkout. A valid shipping address must be entered, but your order will not actually be shipped.
In-Store Pickup orders are ready within 4 hours. You will receive an email from us when your order is available. In-store pickup orders placed after 8PM will be ready the next business day.
7. What happens to my order if an item is out of stock?
If an item in your order is out of stock, we will notify you via email with information on when it will become available. You are welcome to wait for the product to arrive, replace it with another item, or remove it from the order.We will adjust the total payment accordingly.
8. Can I add an item to my existing order?
Yes! If you wish to add an item to your order, please call or email us. Since we do not store credit card information in the system, we will need to process the additional payment over the phone.
9. Is there any discount for multiple bottle or case purchases?
Our prices are already heavily discounted, and are often at or below wholesale. We are unable to offer any additional discounts at this time.
10. What happens if I cancel my order, or there is not anyone over the age of 21 available to sign for the package?
If you order has not left our facility, we will cancel your order and refund the complete amount. If you wish to cancel your order after it has been shipped, we will refund your purchase, less two-way shipping fees and a 10% restocking fee.
If there is not an adult present to sign for the package, and three unsuccessful delivery attempts have been made at the recipient's address, the package will be sent back to us. You will be notified when it returns to our facility. If you do not wish to have your package reshipped, we will refund your purchase, less two-way shipping fees and a 10% restocking fee. If you want your order reshipped, we will contact you to process the payment for two-way shipping charges.
11. Can I change my shipping address after placing my order?
If your order has not yet been shipped, we will be happy to change the shipping address at no extra charge. However, to change the address while the package is in transit, there will be a $11 fee for each package. This is not a charge imposed by DrinkUpNY, but by our couriers.
Our couriers are usually able to change the shipping
address, but occasionally, an individual state's law may prevent them from
doing so. If the address is unable to be changed, or the new address is in a
different state, we must recall the package and reship it from our facility. In
this situation, customers will be responsible for two-way shipping fees.
12. What is your return policy?
Please contact us by phone or email before attempting a return. All refund requests must be called in within 30 days of the delivery date. If you suspect the product is spoiled, please put the cork back in and return the bottle to us with the wine or spirit still in it. We can't take back any empty bottles, so please don't dispose of it.
If we send you the wrong product, please contact us immediately and we will arrange a pickup and/or refund.
If you wish to return the product for any other reason, please contact us to arrange sending it back to our store. We will issue a refund less two-way shipping fees and a 10% restocking fee.
