Customer Service FAQ

For order assistance call  1-844-989-9463 Ext. 1

Delivery

I want delivery of an item that I can see is available for pick-up in a store, but I can't order it for delivery. What can I do? 

Most of our deliveries come from 2 locations, so when you see “Available For Delivery” the inventory is at those stores. Sometimes the other stores will show an item is available for pick up. If you want that item delivered, the fastest way to get it is to call us at 1-844-989-9463 ext 1. We can arrange to deliver from the store that has the inventory, and possibly the other items you are looking for from the same store. In some cases we may have to split the shipment resulting in a delivery charge. If part of your order is over $200 delivery will still be free for that portion.  

Do you have free delivery?

We offer free delivery on orders over $200 before taxes, with some exceptions. Our free shipping offer does not apply to all areas of the province. A shipping charge may be calculated at check out when the delivery address and postal code is entered. When you've made your selections, simply click on Check Out and we'll take you through the process. You can expect your wine to arrive within 3-5 business days! Please note that you must be of legal drinking age to accept the delivery of wine. Wine shipments will NOT be left unattended by couriers.

How much is delivery if my order is under $200 (before tax)?

Our standard delivery (3-5 business days) is $24.99.

Where do you deliver to?


We offer delivery throughout the province of British Columbia, we are not able to ship outside the province.
In some rural areas home delivery is not offered, and packages will be required to be picked up from a drop station, please speak with our customer service team for further details.
We do not offer shipping to a PO BOX.

How can I best manage my deliveries?

We use a variety of carriers, if your delivery is being done by Fedex (you will see this in your shipment notification) we strongly suggest you sign up for Fedex's delivery management systemThis will allow you many options such as receiving text message updates, being able to change delivery date, choosing a pickup location if you will not be home at the delivery time and more. https://www.fedex.com/en-ca/manage-my-deliveries.html

How do I check the status of my order?

You can check the status of your order by logging into your account or by referring to your tracking emails for updates.

I missed my delivery, what do I do next?

If you missed your delivery, a door tag will be left. You can arrange up to two additional attempts which are arranged upon request. If you miss your first delivery, you can call FedEx’s customer service line at 1-800-463-3339 or Purolator at 1-888-744-7123. Alternatively, the order can be picked up at the location provided on your door tag.

How long does delivery take?


The following guidelines apply to standard/Free delivery: For the lower Mainland approximately 2-3 Business Days, all other areas are typically 3-5 business days. Delivery estimates are provided for your convenience and cannot be guaranteed.
For Expedited service please refer to your tracking email or contact our customer service team at 1-844-989-9463 Ext-1.

Returns

Can I return unopened bottles of wine?

If for any reason you are not satisfied with your purchase, or you receive any product you believe to be defective, we will do all we can to arrange for a replacement or store credit.

Returns must be made within 60 days from the purchase date and must be accompanied with a valid receipt in order for the return to be processed.

Unopened product must be in resalable condition and defective product must be at least ½ full.

Approved refund will be processed to the payment method as displayed on the original receipt. A return made with a gift receipt will be refunded to an Everything Wine gift card.

Gift cards are not refundable. 

There is no limit to the value or amount of product that you may return. Although, if the value of the product being returned is equal to or exceeds $1500 before taxes there will be a 10% restocking fee applied at the time of the return. 

It is BC Liquor Board policy to provide your name, contact information and a reason on all returns.

If you have any questions, please call 1-844-989-9463 or email info@everythingwine.ca

Return processing time can be around 10-15 minutes if you bring your return to one of our stores or up to 3-5 business days for online orders from the time the returned order is received. Credit card or Debit processing times will vary by financial institution.

I think the bottle I bought is defective, can I return it?

Defective products can be returned within 60 days of the original purchase date. Bottles must be at least half full for the return to be issued. 

If you ordered for delivery, please contact our E-Commerce team by phone at 1-844-989-9463 ext 1 or by e-mail at ordersmx@everythingwine.ca to discuss your options.

Can I return empty bottles for recycling?

Yes. Up to 24 empty beverage containers may be returned per person, per day.
Empties that are being returned for a refund of the container deposit must be clean and labels need to remain recognizable so that staff are able to determine if the product was sold by an Everything Wine location. Bag-in-box containers must be intact (both cardboard exterior and interior plastic)

Can I return online orders?

For all online orders that are returned there may be a shipping charge if you are not able to bring the product back to a store depending on the item, the location the product was shipped to and size of the order. Everything Wine reserves the right to charge for return shipping.

For more information and to discuss your options for arranging a return, please contact our e-commerce customer service desk at 1-844-989-9463 ext 1.

In-Store Pick Up

Do you offer contactless pick up?

We offer curbside pickup, please contact the applicable store upon arrival and your order can be brought out to you.

What are your hours for curbside pick-up?

If you order 2 hours before store closing you can pick up the same day, otherwise you will be able to pick it up the next day. You can check our store hours here  https://everythingwine.ca/store/locator/index

Can I send someone to pick up my order for me?

Yes, for orders under $1000 you may send a 19+ year old member of your household to pick up your order provided they possess photo ID that reflects the billing address of the order. They will need to present the order confirmation email so please send it to them, or print the email and give it to them. Orders over $1000 must be picked up by the purchasing cardholder, and matching ID must be provided at time of pick up. 

When will my order be ready for pick up?

Orders placed 2 hours before closing will usually be ready within 2 hours, orders placed after that will be ready the next day. Check your pick up stores hours. 

How many days do I have to pick up my order?

We will hold all paid product for up to two weeks from the purchase date.  We will attempt to contact you to pick up your order, and if we do not hear back, we will cancel the order and provide a refund to the card used for purchase. 

Online Ordering and My Account

Do I need an account to place an order?

You may place an order using our Guest checkout or by setting up an account here. Create New Customer Account. Creating an account is encouraged as it makes it easier to track your orders as well as to easily re-order your favourites!

I am having trouble logging into my account, what can I do?

It happens! Multiple failed attempts can temporarily block you from logging in. The fastest solution is to reset your password here:: Forgot PasswordIf you continue to have technical issues, please contact our customer service team direct at 1-844-989-9463 Ext. 1,  and they can help you.

I need to change some information in my account, what should I do?

Please login to your account to make any changes. There you can change your shipping address, view previous orders, and see your favourites list. You can also see the status of your order and whether it has been shipped or is ready for pick up.

What methods of payment do you accept online?

We currently accept Visa, Visa debit, Mastercard and American Express.

What is the "FPT" charge on my invoice?

FPT refers to the refundable .10 cent deposit charged for each eligible container, customers will get their deposit back by returning their empty containers to any one of our retail locations or a recycling facility.

Why is there a second charge on my statement?

Everything Wine places a preauthorization on your card for the dollar amount of the order. Once the order has been completed and prior to any changes made and payment settled, the hold of funds will be removed. You may temporarily see what looks like two charges.

Why does it look like there is a second charge on my statement?

All orders are placed using a preauthorization. If an order has been cancelled at your request, the preauthorization will take up to a few business days to be removed. Any transactions utilizing Visa Debit/Debit cards may take up to a week to receive the credit to your applicable account. The timing of release/cancelation of preauthorization's vary between banking institutions. 

Products

I am looking for a product you don't carry, can you order it in for me?

If a wine is available with our suppliers, we are able to arrange special orders. Not all wines are available with our suppliers, but we are always happy to check availability of products. 

If the special order is for products we don’t normally carry, we require orders to be in case amounts. We can also order in large volumes of product, if you need a larger amount than what we usually carry in store.    

Products vary in lead time but typically take 2-3 weeks to arrive. If you have strict deadlines, we recommend ordering at least 3 weeks in advance.

The product I want is in stock at a different location, how can I order it for delivery?

On our website, when you select delivery, it automatically shows the inventory at our delivery hubs. If the product you’re looking for shows not in stock for delivery but is available at another store, please contact our E-Commerce desk at 1-844-989-9463 ext 1. Our phone staff can place the order for you.

How accurate are the inventory levels shown online?

We are usually able to fulfill 99% of online items but due to a high volume of orders and recent supply chain issues, some items may not be available. If we must remove any items from your order, you won’t be charged for them. If we remove items, it will not affect your free shipping or 5% case offer.

What happens if the product I ordered online is out of stock?

We are usually able to fulfill 99% of online items but due to a high volume of orders and recent supply chain issues, some items may not be available. If we must remove any items from your order, you won’t be charged for them. If we remove items, it will not affect your free shipping or 5% case offer. 

Why aren't vintages listed on products?

Some products will have vintages, and we would love to have vintages listed on all our products. Unfortunately, we are unable to because the product codes which are used to verify product and are set by the BCLDB, do not always change between vintages. In addition, because we have multiple locations, vintages may vary between stores depending on how quickly the product moves. If you would like to know the vintage of a particular item, please contact your preferred store and we would be happy to check for you.

Wine Club

I don't see Wine Club on the site anymore, am I still a member?

Yes, if you are signed up for our wine club you are still a member and will still receive your shipments! We are working on a new improved version of our wine club and we will be communicating more about that in the near future. 

What is the Wine Club?

Our Wine Club is a specially curated selection of wines that is sent out every three months. We offer three different tiers, for every type of wine drinker. All selections are mostly red wines with a few whites and the occasional rose or sparkling. All tiers come with tasting notes and recommended food pairings. 

Seasonal: This selection is for the beginner wine drinker who is looking for safe, crowd-pleasing wines. It comes with 6 different wines, 2 of each for a total of 12 bottles.

Enthusiast: This selection is for the adventurous wine drinker who is looking for out of the box choices and varietals/blends that you may not see on a regular basis. It comes with 6 wines, 2 of each for a total of 12 bottles.

Vintage: This selection is for the distinguished wine drinker who is looking for expert picks they might not find anywhere else. It comes with 6 wines, 1 of each for a total of 6 bottles.

Can I customize the selection?

At this time, our Wine Club selection is set and not customizable. If you are looking for assistance to put together a selection of new wines, our knowledgeable staff would be happy to help you.

When are shipments sent out?

Our shipments are sent out every three months: March, June, September, and December. See below for each quarter’s cut off. Timing can change based on product availability.

Shipment Date and Ordering Cut Off:

March – cut off for ordering is January 31st

June – cut off for ordering is April 30

September – cut off for ordering is July 31st

December – cut of date for ordering is October 31st 

Gift Cards

Do you sell gift cards online and in store?

Yes. We have both physical and electronic gift cards. Physical gift cards can be purchased at any location and we offer e-gift cards on our website, which can be sent via text or e-mail and can be used in store or online. 

Can the digital gifts cards purchased online be used in store?

Yes! All you need to do is download the gift card from the email/text you receive and show it to the cashier, who can apply it to your transaction.

Can I use multiple digital or physical gift cards for one online order?

Our online store allows for one gift card per transaction. We can, however, accept multiple gift cards for in store purchases.

The person I sent a digital gift card to said they did not receive it, what can I do?

There are a few things that may have happened if someone did not seem to receive their gift card. First, we recommend for the recipient to check their junk/spam folder. If you sent the gift card to a business e-mail, it may have bounced as some business have strict spam filters that stop e-mails. We can resend the gift card as many times as needed. It can be sent to the same e-mail address or to a different one entirely. The gift card can also be texted to a mobile number.

If you send the gift card to a mobile number, the recipient may delete it, thinking it is not legitimate. We recommend letting the recipient know you are sending it via text so they know it is a safe message.

How do I check the balance of a digital or physical gift card?

To check your digital or physical gift card you can create an account, then on the account main page there is a Gift Card link in the menu on the left. You can enter your card information there and it will show you the balance. You can also visit any of our stores and they can check it for you. 

Tasting Bar

Are product tastings in the store free?

Yes, the tastings at the Tasting Bar are free! Every day between 2 and 6pm* you can walk up to our Tasting Bar and sample some delicious pre-selected wines for free.
* Tasting Bar will close at 5:30pm on Sundays at our Abbotsford and Vancouver Island locations for the time being.

Which products can I taste?

The products set up in the daily tasting bar are preselected options suggested by our experts and vary daily. Maximum of 3 samples per person.