Shipping Policy
Important Compliance Requirements
FedEx and other carriers we might occasionally use can only deliver wine to customers who are 21 years or older. Someone must be at the address to receive the package, carriers don't just drop a package and leave. They must ensure the person receiving the wine is 21 or older.
Re-shipping a Package
If a package gets returned to us after three failed delivery attempts, we can only re-ship the wine upon payment of a re-shipping fee to be determined based on shipping address and number of bottles. Shipping wine is extremely expensive, we are sorry about this, but we have no other choice. Please make sure there's always someone at the address you enter as your shipping address.
If you'd like to receive a refund for a package that was returned to us after FedEx made three delivery attempts, we can do that but we must keep a $20 refund fee; FedEx charges us a lot of money for returns, unfortunately, I can't stress this enough.
Re-routing a Package
If you'd like to re-route a package after it's been shipped, we can do so upon payment of a $20 re-routing fee. We cannot re-route a package across state borders. For any change of address, please contact us as soon as possible, ideally within 1-2 days from placing the order or we cannot guarantee we'll be able to reroute or change your order's shipping address.
Canceling an Order
If you'd like to cancel an order after it's been shipped, we can do so upon payment of a small cancelling fee – the amount depends on how big the order is. Carriers charge us a lot of money to recall a package en-route.
Heat/Frost damage
We are not responsible for heat/frost-related issues. for heat we offer ice-packs upon request. please let us know should you think that there could be heat-related issues. again, if we don't hear anything from you regarding weather issues, or if you don't request a hold due to the weather, we are not responsible for heat/frost damage.
Placed an order. What next?
1. You will receive an order confirmation email with your order summary.*
2. As soon as your order ships from the warehouse, usually within 2-3 business days, this applies to all shipping rates, you will receive a shipping confirmation email with your tracking information.
3. Please track your package using the tracking service.
4. The carrier will attempt delivery a maximum of 3 times. After 3 delivery attempts, your package will be sent back to our warehouse.**
*Please ensure your email address is correct, otherwise, you will not receive the order and shipping confirmation emails.
**If delivery is attempted 3 times with no success or if you fail to retrieve your package at the carrier depot by the stated deadline, the shipping fee will not be refunded to the customer.
Returns Policy
If you are not satisfied with your purchase, please contact us at (424) 414-2040 or via e-mail at hello@primalwine.com between 9 am and 5 pm Pacific Standard Time, Monday through Sunday, we would like to understand and try to solve your concerns. We can offer refunds only as store credit.
