Frequently Asked Questions
Who are you?
Think of us as your online wine shop around the corner! We have compelling wines that carry meaning. When you’re on the hunt for a good bottle (or palette) of wine you gotta do a little research, but we do it all for you. From tasting notes to tech sheets and recipes, we’re your one-stop shop for all things wine! We are Ron Burgundy in the sense that we’re kind of a big deal.
Why am I not receiving your emails?
Ctl. Alt. Delete. Jk that probably won’t work in this situation, but what will work are the following things:
Check your spam folder. If the “thieves” are emailing you, then they might be getting automatically sent there. Select any email from us and mark as ‘Not Spam.’
Login to your account and make sure you’re doing a little pickin’ and choosin’ and decide on when (and how often) you want to receive emails about our incredible selections.
How does your Refer-A-Friend Program work?
To encourage having your people call our people, we’ll give you a code that you, ideally, will share with your crew. When they realize how rad we are, and decide to jump on the bandwagon, you both will receive a $15 credit!
What if I’m not ready to have my wine shipped?
It’s super common to have commitment issues, so we’re happy to keep your wine safe and sound in our temperature controlled warehouse- especially during seasonal weather extremes. Once the climate decides chill out for a little we will ship at no additional cost. If, however, weather is ship-friendly, we will charge $10/month/case to store your wine in our warehouse.
What if I need to cancel my order?
It’s going to break our heart big time if this happens, but if you must, email firstname.lastname@example.org and our team will be happy to help.
So I ‘m dying to get my hands on the wine featured in my email, but you guys already sold out. How can I get it?
Don’t get salty yet. Add said wine to your ‘Cellar List’ so that we can do some wine stalking and email you when we can get more of it- whether we’ve tracked down more or because of someone else’s cancellation.
Do you insure my shipments?
Are there bubbles in Champagne?! We couldn’t carry the burden of shipping you uninsured wines, tbh. To protect both our clients and ourselves, we insure all shipments automatically. The cost is 1% of the subtotal of your purchase, and passed on to you. Just like we don’t condone empty glasses, we think it’s always best to have your wine insured, but if you’re not interested, please un-check the ‘Shipping Insurance’ box on the checkout page.
Can I buy a gift certificate?
Of course! Sharing is caring, and we’re happy to mail a gift certificate to the #blessed recipient with a redemption code as well as place the credit directly in to their online account.
Can I send wine as a gift?
YAAAAAAS! We’re having an Oprah moment: You get a gift and you get a gift! Just type out your message in the box at checkout since we can’t read minds, and we’ll work our office magic by printing out said message on some thick paper and include it in the shipment. Invoice for the gifted wines sold separately aka we’ll be sure not to throw it into the shipment.
How do you guys choose which wines Cellar Thief features?
Our last name is Ever and first name’s Greatest so we’ve been able to develop partnerships with friends in the industry to serve you unique wines with just as unique stories and prices. We support those that show us the passion behind the wine and choose ones to share that we think would translate well with all of you!
I am low-key obsessed with my wine and dream of Cellar Thief marketing them to their clients. How can I accomplish this?
We ‘re all about this, but before we swipe right we think we should get to know each other a little better. Shoot us an email us at email@example.com with two truths and a lie and someone from our end will be in touch. (Come to think of it, maybe no lies this time!)
I want one of your insanely talented and beautiful sommeliers to select my wines for me. Do you have a wine club that I can be a part of?
What’s the only thing better than wine club? Several wine clubs! Depending on what you’re in need of, and how quickly you drink, we can accommodate for monthly or quarterly options at three different price points: $89, $149, $229. Holler and let us know if you want Rad Red, Winning Whites, Bad A** Bubbles, Roses, or want to join the Dinner Club (1 red, 1 white, 1 bubbly). Pinkies out for that last one!
What if I don’t like a wine that I’ve purchased either because the wine is flawed or because it doesn’t sit right on my palate?
It’s your lucky day! We have this thing called ‘Palate Guarantee’ and it goes a little something like this: if you open a wine and it doesn’t meet your expectation or it tastes flawed, stick that cork back into the bottle and contact firstname.lastname@example.org to return the opened bottle and any additional bottles of the same wine. Once we get the wines back in our possession, we will credit your account.
Where I can find the most updated tracking information on my order?
We’re not a regular wine retailer, we’re a COOL wine retailer. Because we’re so cool, we make it so that you can track your packages from your account- Log in and click the tracking link that will direct you to the carrier page for updated tracking information.
How quickly can I expect to receive my wine?
It’s a process and entirely depends on the shipping method you selected at checkout and the location you are shipping your wine. For ground shipping, you can expect to receive your wine within 3-7 business days. As soon as your wine leaves our warehouse you will receive an email with the tracking information. Additionally, this information will be posted to your account. We recommend opening a bottle you currently have and chill-axing until you receive your shipment.
What if I need to ship to AK, AL, OK, MS, UT, or HI?
Hate to break it to ya but these states are tough! This is a kind of it’s-not-you-it’s-me situation… We can’t ship to MS or UT, and we offer shipping solutions for AL, OK, IL, TX, and HI, however, the carrier into these states has longer-than-average delivery windows. Tracking information for these three states will be available once they have made it into your state and have been transferred to a local carrier. You should probably just move to California…
How much does it cost to ship my wine to me?
Trust us when we say we have a good thing going on. Shipping costs are calculated at checkout with our really fancy technology. We have integrated a live API feed from FedEx, UPS, and GSO so you are getting up to date shipping fees based on quantity of bottles being shipped, the location they are being shipped to, and the method with which you chose. We pass the shipping fees directly on to you so we can keep the price of our wines as low as possible, because we’re, like, really smart.
Is it possible to expedite my shipping?
If you have the need for speed you can totally expedite shipping! It is an option during checkout, but if you forget to do so, please email email@example.com and we will be happy to assist you.
Is it possible to ship one order to several addresses?
As much as we want to be the genie that makes all your wishes come true, we don’t have the ability operationally to make this happen yet. What you can do if you need wine shipped to different addresses is place a separate order for each address.
What happens to my wine if I’m not home to accept the wine shipment?
Our recommendation is to always ship your wine to a business address so that someone (that’s at least 21 years old) is available to sign for and accept your shipment. Here’s the thing, all shipping carriers will attempt to deliver your wine three times before it is finally returned to our warehouse. If that happens, we gotta charge you a re-shipment fee.
Is it possible to make changes to my shipping address or shipping date?
We will do our very best to re-route your package for you. Please email us as at firstname.lastname@example.org
How do I update my billing information?
Easy! Log into your account and update credit card and billing information. If technology isn’t your strong suit or you’re having issues, shoot us an email at email@example.com
Do you charge sales tax?
Yep! We are obligated to collect sales tax on all orders based on state tax regulations of the shipping address used. Orders placed for pickup will automatically be charged California sales tax.
What is a Pre-Arrival wine?
It’s kind of what it sounds like! Pre-arrival wines mean that we’re showing them to you before the wines have made it to our warehouse- most of the time because they’re still in transit from Europe. At the time of our offer we will indicate a shipping window during which you can expect your wines to ship to the address you designated at time of purchase.