TheWinebag.com

FAQ’s

Ordering Online

Is your web site secure?

Shopping with your credit card with TheWineBag.com is guaranteed to be safe and secure.

We take extensive steps to process thousands of Internet transactions securely and safely. Our secure server software (SSL) is the industry standard for securing credit card transactions over the Internet.

This software encrypts all your personal information into an unrecognizable code that is securely transmitted from you to us. When this encrypted information reaches our secure server, we translate it back to its original form and store it safely offline and inaccessible through the Internet.

To continue our commitment to your security, every credit card processed is run through an address verification process to verify that the card is registered to the billing address on the order.

We are dedicated to providing you with a secure, worry-free shopping experience.

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Payment Options

We accept Visa, Mastercard, American Express, Diners Club or Discover as forms of payment. It is our policy to not charge your card until we confirm that your order has shipped. We do, however, obtain an authorization on your card at the time of your order for the full amount of your order. Please note that this may appear temporarily as a charge on your account statement, but it is an authorization only and usually will go away after 24-48 hours.

We also obtain authorizations for the outstanding balance of your order if a) your order partially ships or b) the existing authorization is about to expire. Should the re-authorization not be successful, we will contact you for new payment information. If we are not able to obtain a valid authorization, we reserve the right to either cancel your order or charge your card for the outstanding balance of your order. If, after we charge your card as a result of not being able to re-authorize, you wish to cancel your order, please contact us and we will refund your card provided that your order has not yet shipped.

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Online Order Status (Tracking info and more)

When you place an order with us, you will receive a link that will allow you to track that order. Once your order ships you will receive another email with tracking information (if available).

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Confirmation of orders

After placing an order you will get a confirmation email within 10 minutes. If you place an order with us and don't get an confirmation email check your "junk" mail folder - it will probably be in there; otherwise, shoot us an email and we'll get you set up.

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Tax

You will only be charged tax if you are a resident of CA or FL. We are required by law to charge sales tax on orders shipped to CA and FL addresses, which is calculated and itemized during the online ordering process. No sales tax will be applied to orders shipped to addresses in other states.

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Shipping

Do you offer overnight delivery?

TheWineBag.com does not offer overnight delivery due to some of our products being subject to drop-ship delivery restrictions. However, we can offer expedited shipping upon request. Please email us at customerservice@thewinebag.com with questions about expedited shipping options.

CANADA ORDERS: Shipping Costs for Canada are calculated after order is placed in order to provide the most accurate shipping costs possible. A final order total including shipping is emailed to the customer for approval prior to final order processing. Credit cards are not processed until order actually ships, and orders do not ship until final order total (with shipping) approval has been obtained from customer.

DUTIES AND TAXES

International orders are subject to duties and taxes. The recipient is responsible for the payment of applicable duties, taxes and other fees. Gift orders may be assessed duty depending on the country. Please contact your customs office for information on duties, taxes and restricted items.

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Where we ship

Currently we only ship to addresses within the contiguous 48 states of the US. If you live outside the continental United States (ie. Canada, Alaska,Puerto Rico or Hawaii) we offer shipping at an additional fee.  This fee will be reflected in your order total. 

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Delivery times

We are not responsible for shipping delays that are a result of credit card/billing problems, product availability delays, or order changes made after the order has been placed. If your order is received, the inventory is in stock and your credit card information matches the information you supplied with your order, here is what you can expect:

UPS Domestic:

Ground - Your order will usually leave our facility within 2-3 business days from when you order it. 
 

IMPORTANT EXCEPTIONS: UPS and FedEx do not pick up or deliver orders on Saturday, Sunday, or major holidays. The days that UPS and FedEx are not picking up or delivering are NOT considered shipping days. When counting up your shipping days, consider this important information.

*We are not responsible for our shipper's performance. Once a package leaves our facility, it is out of our hands.  We will do all that is possible, however, to make sure that you receive your order in a timely manner. 

USPS Priority Mail- We ship some products via USPS priority mail, which, on average, takes three shipping days. USPS orders are usually shipped 2-3 business days after the order is placed. Priority Mail is not guaranteed by us or the Postal Service. There is no way to track or file claims for orders shipped with the U.S. Postal Service.

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Method of delivery

The majority of items are shipped via FedEx Ground, UPS Ground, or USPS Priority Mail.

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Returns & Exchanges

RETURN POLICY

We want to assure you that we want your repeated business...Therefore, we want to make the return of any items as convenient as possible. These details are provided as an outline to help you return the items in a manner that streamlines the return process and helps to assure a quick refund to your credit card.

The following items may be returned:

• Merchandise that has not been removed from its original packing.
• Merchandise that is still in new unused condition. "New and unused condition" means that there are no scratches, marks, or blemishes, no dirt or debris, or any other signs of use.
• Wrong items sent by TheWineBag.com (incorrectly filled item on customer order).

TheWineBag.com will not take back products under the following conditions:

• Used in any way (unless defective and or under warranty)
• Not in the original packaging - all tags and paperwork must be included and box must be in original condition.
• Orders over 30 days (unless for warranty repair only).
• Large orders: (Orders containing 15 qty or more of a single item or an order having an invoice total greater than $1500)
• Special Purchases, such as: Custom Logo Items, Inventory Sale Items, Custom Quotes, Special Discounts and the like. - Items not purchased from TheWineBag.com are not eligible to be returned.

Shipping Charges and Returns:

TheWineBag.com does not refund any shipping costs we may have incurred and/or charged a customer. Any returned "free ship" item would have TheWineBag.com shipping costs deducted from your refund. Customers are responsible for all "to" and "from" shipping charges associated with shipping warranty items to TheWineBag.com and back to the customer. Customers will only be refunded the shipping charges if the return is a result of a shipping error on our part. Otherwise, qualified refunds will be credited the purchase price, minus the actual shipping charges incurred in initially shipping the item to you.

30-Day Guarantee:

Customer satisfaction is our top priority. As one of the Internet's largest online Wine Tote, Picnic and Wine Backpack, and Picnic Basket retailers, every transaction must result in a pleasant, convenient and successful shopping experience. If it is not, we are happy to offer a refund on the return of any purchase that meets our return guidelines within 30 days of the shipment date.

We will make every effort to provide you with the support to help with any problems you may have with products purchased at TheWineBag.com. You can buy with the confidence that if you have selected the wrong product, or the product does not perform to your expectations, you may return it for a credit on your credit card, minus shipping charges within 30 days.

If you received free shipping when you purchased the items, the actual shipping charges TheWineBag.com incurred when initially shipping the item(s) to you will be deducted from your refund since TheWineBag.com must recover the shipping fees incurred to initially ship the items to you. The customer will also be responsible for return shipping charges.

All of our products are backed by our 30-Day Guarantee. If you want to return merchandise within 30 days from the date your order was initially shipped to you from TheWineBag.com, please follow the steps below to insure that your request is processed as quickly as possible. COD's are not accepted.

1. In order for us to process your return effectively, you must obtain a Return Authorization ("RMA") before sending anything back. Simply email us at customerservice@thewinebag.com to request a return authorization number. No returns, of any type, will be accepted without an RMA number.

2. Review the two lists above outlining the items that may be returned for a refund and the items that we will not take back. If the item you wish to return meets the expectations outlined by these two lists above, the item(s) may be eligible as returnable. The product must be in new, and unused condition with all original packaging materials, tags, and other documentation. All merchandise is visually inspected upon receipt for signs of wear prior to the issuance of any refunds, exchanges or credits. "New and unused condition" means that there are no scratches, marks, or blemishes, no dirt or debris, or any other signs of installation or use. We cannot accept a return of any item with any indication that it has been used. We do not sell used items and will not accept any item with any indication that it was used. In such cases, a refund will not be given to the purchaser.

3. Include a detailed note stating your RMA#, reason for the return, and the action being requested. Put this note inside the box with your return.

4. If you have it, please send a copy of your receipt as this gives us all of your contact information. If you do not have your receipt, make sure you include your name, address and phone number so we may contact you regarding any questions we may have.

5. You must return the items in the original manufacturer's box (if applicable). Do not mark on or damage the manufacturer's box or packaging in any way as this may make it impossible to process your return. If the returned item's box is written on the manufactures packaging, TheWineBag.com can not reuse or restock the item. Place the manufacturer's box inside another box for shipping. For security purposes, write your RMA# on the outside of the outer box (not the Manufacturer's box!) so that our personnel will accept the shipment when it arrives. Due to both security concerns and for quality assurance purposes our receiving personnel ONLY accept authorized parcels, so if you don't put your RMA number on the outside of the package our receiving crew will refuse your package.

6. Returns must be sent prepaid and insured for the full price by a trackable carrier such as UPS, Federal Express, or other internationally recognized delivery service with tracking information. Returns must be sent to:

TheWineBag.com
3958 Talah Drive – Suite One
Palm Harbor, FL 34684

NOTE: please remember, we are not liable for lost or untraceable return packages that you ship back to us.

7. You must submit tracking numbers for every package shipped to our returns department by emailing us at customerservice@thewinebag.com .

8. TheWineBag.com must receive all items being returned within ten (10) business days of receipt of your RMA number and return instructions.

9. All refunds will be credited the purchase price, minus the actual shipping charges TheWineBag.com incurred when initially shipping the item(s) to you (not the shipping charges you incurred initially purchasing the items). If you received free shipping when you purchased the items, the actual shipping charges TheWineBag.com incurred when initially shipping the item(s) to you will still be deducted from your refund since TheWineBag.com must recover the shipping fees incurred to initially ship the items to you.

Refunds will be made in the same manner as the original purchase. You will be refunded the shipping cost if the return is a result of a manufacturer error or a shipping error on our part. Otherwise, refunds will be credited the purchase price, minus the actual shipping charges incurred in initially shipping the item to you.

Note: unless the return/exchange is due to a TheWineBag.com error, we can't refund shipping charges.

10. A return may void a multiple purchase discount.

11. Please allow up to 10-15 business days to process your return from the time it reaches our Returns Department Warehouse. All credit requests will be handled within 15 business days, but please note that it may take your credit card holder up to 30 days to apply your credit. Please note that we have no control over how long the credit card company takes to credit the refund to your account after we submit the data to them, but we do whatever we can to expedite the process.

Please note that special orders have no return policy. We do not sell used items and will not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser.

TheWineBag.com is not responsible for any item that is not returned in the manner set forth above. Please discuss any additional questions you may have with a customer service representative when you contact us for an RMA.

Defective Product Returns

We stand by the high quality of our products. If you received a defective item in your order, we want to fix the problem.

All defective products may be returned within 10 days of receipt for a replacement. TheWineBag.com will only give a replacement for a defective item. Refunds are not given for defective items.

If you receive a defective item, contact a Customer Service Specialist no later than 10 days after receipt at 1-727-741-0321 or email us at customerservice@thewinebag.com . NOTE: If you do not contact TheWineBag.com within 10 days of receipt, the return of the defective item will be treated as a warranty issue and will not be accepted as a defective item return.

After speaking with a Customer Service Specialist, just return the item, including all manuals and accessories in the original packaging, as directed by the Customer Service Specialist.  

Note: Include a detailed note stating:

• Your RMA number
• Reason for the return (detailed outline of what is wrong with the item).
• The action being requested - Replacement Requested.
• Write "Defective Item Return" on the note. Put this note inside the box with your return.


NOTE: please remember, we are not liable for lost or untraceable return packages that you ship back to us.

To return a defective item for replacement follow steps 1 through 7 as outlined in the 30-Day Guarantee above.

Received the Wrong Item(s)
We stand by the high quality of our warehouse order packing. If you received the wrong item in your order, we will fix the problem!

If you receive a wrong item in your shipment due to an error on our part, contact a Customer Service Specialist no later than 10 business days after receipt at 1-888-267-0804 or email us at customerservice@thewinebag.com .

NOTE: If you do not contact TheWineBag.com within 10 business days after receipt, the order shipment will assumed to have been correctly and completely filled.

After speaking with a Customer Service Specialist, just return the item, including all accessories in the original packaging, as directed by our Customer Service Specialist. 
Note: Include a detailed note stating:

• Your RMA number
• Reason for the return (details about what was received vs. what you ordered).
• The action being requested (replacement requested, or a refund).
• Write "Wrong Item Return" on the note. Put this note inside the box with your return.

NOTE: please remember, we are not liable for lost or untraceable return packages that you ship back to us.