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.
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 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. If you call after business hours and our representatives are unable to answer your question, a message will be forwarded to our main office and a supervisor will get back to you on the next business day.
Our shipping charges are calculated based on weight, destination and delivery method. To view the shipping costs, please sign in to your account and fill your shopping cart with the items you wish to purchase. During the checkout process you will be provided with the shipping options and their prices before you enter any billing information.
For customers shipping to CT, DC, DE, MD, NJ, NY & RI, Ground Shipping is FREE for orders over $199.99.
Ground shipping, as well as standard overnight shipping, does not include Saturday delivery. If you need an item to arrive on a Saturday, please select optional Saturday delivery at checkout.
Unfortunately, we are unable to ship internationally at this time.
3. How long will it take before my order is shipped? What service is used to ship packages?
Orders placed with DrinkUpNY are expected to ship within four business days, though we make every effort to ship your order earlier. If you expect your overnight order to be shipped on the same day, please contact us before placing the order at firstname.lastname@example.org to confirm. If you place an order for Saturday delivery, the order must be placed before 2 PM EST on the preceding Friday. All customers who select the overnight or Saturday delivery option may be contacted for order verification. We will not be able to ship your order until we receive a response.
Orders are shipped via UPS. They will email you a tracking number for your order once they have picked up and scanned the package. An adult signature is required for all packages. Due to FAA regulations, we are unable to provide overnight shipping for items that contain 70% ABV or higher.
We do not ship on weekends or government holidays, though sometimes we do process orders at night and on weekends. If you receive a "Shipping Confirmation" email from us after 5PM EST or on a weekend or holiday, it means we have processed and packed your order, but UPS will ship it on the next business day.
Due to recent state regulations, we are no longer able to offer shipping to Massachusetts, Nevada, Texas, Utah or West Virginia. Orders placed with a MA, NV, TX, UT or WV 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. International customers who are purchasing gifts for friends and family in the US must pay through a "confirmed" PayPal account. We are not able to accept credit cards for international transactions.
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. Although your order will not be shipped, a valid shipping address must be entered.
Most In-Store Pickup orders are ready within one business day. You will receive an email from us when your order is ready to be picked up.
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 your 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 $12 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. I won't be home when my order is due to arrive. Can I change the delivery date?
If your order has not yet been shipped, we will be happy to hold the package at our facility and postpone the shipment date at no extra charge. If the package is already in transit, we can postpone the delivery date for up to ten days, but must charge an additional $12 for each package. This is not a charge imposed by DrinkUpNY, but by our couriers.
13. What is your return policy?
Please contact us by phone or email before attempting a return. All refund requests must be called in within 20 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.