Customer service and FAQ's
Virgin Wines US
Attn: Customer Service
PO Box 281
Montoursville, PA 17754
We're not about to leave you hanging.
At Virgin Wines, we're just as passionate about taking care of our customers as we are about choosing great wines. Whether you're shopping online, by phone or by mail, you can count on our customer service team to be genuinely helpful.
Want Virgin Wines help and advice? Find it here:
- Check out our FAQs. Helpful.
- Call us, toll-free - 1-866-426-0336. Receive one-on-one assistance, from a human (no machines, we promise).
- Hours: Monday through Friday: 8am to 11pm (ET), Saturday and Sunday: 8am to 8pm (ET). Open holidays except Christmas Day & New Years Day.
- Email us. Anytime - firstname.lastname@example.org. We'll respond within 24 hours.
Thanks for shopping with us!
Frequently Asked Questions
These are our member's most frequently asked questions. If your question is not addressed in an answer below, please contact us by phone toll-free at 1-866-426-0336, Monday through Friday 8 am to 11 pm Eastern or Saturday and Sunday from 8 am to 8 pm Eastern, or via e-mail.
- Q. Can you ship wine to my state?
A. We currently deliver to the following U.S. states: AZ, CA, CO, CT, DC, FL, ID, IL, IN, LA, MA, MI, MN, MO, NC, ND, NE, NH, NJ, NM, NV, NY, OH, OR, SC, TN, TX, VA, WA, WI, WV and WY.
- Q. Why can't you ship wine to my state?
A. Each state determines its own laws regarding the sale and distribution of alcoholic beverages. So, we must abide by every state's individual wine shipping laws (it's as complicated as it sounds!) The list of states allowing wine shipping is ever-growing, so as soon as a state becomes available for shipping, you can be sure we'll start the process to add it to our list.
- Q. What if I can't be home during normal business hours
to receive my wine shipment?
A. The signature of an adult 21 or older is required by law to receive a wine shipment. If you'd like, you can have your wines shipped to your workplace (just remember: you or someone over 21 will still need sign for them). To change your shipping address, e-mail us or call us.
- Q. Can my order be delivered on a particular day or
A. Unfortunately we're not able to offer this service. (Believe us, we would if we could.)
- Q. Can I ship wine as a gift?
A. Sure. Just make sure that the recipient is over 21 and lives in a state where we offer delivery. Enter the recipient's address as the delivery address when you place your order. Indicate that the order is a gift during checkout - you'll have the option to include a short gift message and make sure prices aren't displayed on the receipt. As always, someone over 21 will need to sign for the wine when it arrives.
- Q. Why didn't all of my bottles arrive with my order?
A. We aim to pack all orders as efficiently as possible to ensure that your wines reach you as quickly as possible. On occasion, your cases may be packed separately. All cases should arrive within the normal delivery time, but if you have any concerns, email us or call us.
- Q. I received different wines from those I ordered. Is
A. Because we specialize in boutique wines (big-flavored wines made in tiny quantities, typically by small estates), we take the chance that we'll run out of the wines we write to you about. Occasionally, we do. Luckily, this can be a great opportunity to explore something new.If we do run out, we'll choose another handcrafted wine of equal or greater value. It'll be as close as possible in style to the original wine offered, and we'll make sure it comes from an equally passionate winemaker. Chances are you'll simply discover a new favorite (or at least customers frequently tell us that's the case). Remember, with our 100% money back guarantee, there's no risk. If you're ever not impressed with a wine, just let us know.
We currently ship to the following states: AZ, CA, CO, CT, DC, FL, ID, IL, IN, LA, MA, MI, MN, MO, NC, ND, NE, NH, NJ, NM, NV, NY, OH, OR, SC, TN, TX, VA, WA, WI, WV and WY. In accordance with state laws, all orders are processed and fulfilled by licensed entities in the industry and applicable taxes are paid.
State laws on wine shipping aren’t always straightforward but are under constant review and the list of states allowing wine shipment is ever growing. As soon as a state becomes available, you can be sure we’ll add it to our list!
By federal law, you must be at least 21 years old to order and receive wine. When you place an order you will be asked to confirm that you are 21 or older. Federal law also insists that someone at least 21 years old must be present to sign for the package.
If no one is available to sign for the package during normal business hours at your shipping address, we recommend the order is shipped to your business address. Alternatively you can utilize the FedEx ‘Hold at Location’ service (see below for details *).
|Delivery State||Orders entered by 5:00pm ET on the day below are usually processed, packed and shipped the following day.||Once the order is shipped, you can expect a first delivery attempt within the timeframe below|
|IL, MN||Monday & Wednesday||1–2 Days|
|OH, WI||Wednesday||1–2 Days|
|DC, LA NC, ND, NE, SC, TN, VA, VW||Monday & Wednesday||2–3 Days|
|ID, NH, NM, OR, WY||Monday & Wednesday||3–4 Days|
|CO, CT, FL, MA, NJ||Monday||3–4 Days|
|NV||Monday & Wednesday||3–5 Days|
|CA||Sunday & Wednesday||4–5 Days|
|WA||Monday & Wednesday||4–5 Days|
|All other states||Please call|
For Home Delivery orders, we strive to obtain a first delivery attempt via FedEx on Friday or Saturday, whenever possible.
An additional 2 delivery attempts are made the following week – from Monday for FedEx Ground (commercial addresses) and from Tuesday for FedEx Home Delivery. After 3 attempts your package will be held at your local FedEx terminal for a further 10 business days. You may call FedEx to arrange collection from the terminal during this period.
* FedEx offers an option to ‘Hold at FedEx Location’ (HAL), a convenient choice for when you can’t be there to accept delivery. This service is available both for FedEx Home and FedEx Ground (commercial addresses) packages. It is simple to use. Once you receive your FedEx tracking number, you can select the Fedex location where you wish your package to be held. The next delivery attempt will deliver your package to this location where you can collect it.
- Q. What type of payment do you accept?
A. Visa, Mastercard, American Express and Discover.
- Q. How much do I pay for delivery?
A. Delivery is $19.99 for your first case (12 bottles). It's $14.99 for each additional case purchased within the same order.
Explorers Club Membership
PLEASE VISIT OUR EXPLORERS CLUB PAGE FOR FULL DETAILS
- Q. When will my next Explorers Club shipment arrive?
A. We will reserve an Explorers Club case for you approximately every three months. We will email you before your case is shipped, so you know your case will soon be on the way. Check out the shipping policy on our Terms and Conditions page for more information.
- Q. Is there a membership fee for the Explorers Club?
A. Nope, there's no membership fee. And, we offer a 100% money-back guarantee. So, if you're not completely satisfied, you can cancel at any time.
- Q. What will I pay? How much will I save?
A. Because we buy direct, we can offer you boutique wines, without the boutique premium. You'll pay $139.99 for 12 bottles, plus $19.99 shipping and applicable tax. You always save at least 20%.
- Q. Will you tell me about each case before you send it?
How will I know when it's on the way?
A. Every 12 weeks, we'll email you with the full details of your next case. That email is your heads-up that your case will soon be on the way. You'll always have plenty of time to decide whether you want to take it.
- Q. If I like a wine I received in my club shipment, can
I order more?
A. Of course. Go online or call us. Just keep in mind that many of our limited-quantity, small-estate wines do sell out quickly. If that happens, our customer service team can definitely help you select a wine you're likely to enjoy just as much.
- Q. What if I'm on vacation when my next case is
supposed to arrive? Or, if I have too much wine?
A. No problem. There is no commitment. You can delay delivery or skip a case altogether. Just go to your account online, call us or email us.
- Q. One of the wines in my upcoming case doesn't appeal.
Can I switch wines?
A Sure. You can change any number of wines within your case. Just go online, give us a call or email us. Our wine advisors will help you choose something else.
- Q. You've delivered my Explorers Club case. I don't
want it. What do I do now?
A. We never want to receive wine you don't want. So, just call us, and we'll take care of it, at no cost to you.
- Q. I've ordered before. Do I already have an online
A. Nope. Unless you've gone through the account creation process, you do not have an online account. If you want one, it takes just a few moments to create your account as you go through the checkout process.
- Q. What are the benefits of creating an online account?
A. Creating an account allows you to store shipping addresses and credit cards for use on future purchases, making your future shopping experiences even more convenient. Additionally, you'll be able to view the history of your online orders.
- Q. What if I don't want to create an online account?
A. No problem. If you never created an online account, you're under no obligation to do so. If you have created an online account and would prefer not to use it for a particular order, you can checkout as a guest - just select the "guest" option when prompted for your log-in and password at checkout. Or, give us a call and one of our customer service representatives will be happy to place your order for you.
- Q. How do you protect my information?
A. We use SSL (Secure Socket Layers) software. It's the safest way to send information over the internet. Additionally, your credit card information is encrypted, and only the last 4 digits are displayed in the order confirmation.
- Q. Can I change my address or payment online?
A. Yes you can update your shipping address, payment information and shipping week along with other great functions to make your shopping experience even more convenient.
- Q. Can I manage my wine plan online?
A. Sure. You can switch to an all-reds, all-whites or mixed selection anytime. Please note that if you do change from, say, a mixed-case to an all-reds case, you will continue to receive an all-reds case until you switch your case preference back to "mixed." You can also store a list of your favorite wines, update your wine preferences, keep track of your orders, and re-order any wine you've enjoyed in the past (as long as we still have it!).
- Q. I lost my password, what do I do?
A. Click the "Forgot Your Password?" link below your Login. Enter the email address on your account and click submit. The email to reset your password will be sent to you automatically. In the email, you'll be prompted to click a link to a reset page, where you can reset your password.
- Q. I'm trying to login and getting a message that my
password isn't recognized, what do I do?
A. Our passwords are case-sensitive and require at least six characters (hey, we like security). So, if your password isn't working, check two things. One: is the password you're entering at least six characters? Two: are you entering the password exactly as you created it? If the answer to both questions is yes and you're certain that you've already created an online account, use the "Forgot Your Password" link to reset your password.
- Q. Can I track my order?
A. Absolutely. Log into your account online and click the FedEx link. You can also track your order using the link in your shipment notification email. Or, if you prefer, give us a call, and one of our friendly customer service team will help you out.
- Q. Where did you get my name?
A. Like other major direct mail businesses, we occasionally rent names from authorized suppliers of lists who follow strict consumer data protection protocols. It's possible we got in touch with you in this way.