Frequently Asked Questions

 

Shipping Questions

Order Questions

Return Policy Questions

Customer Service Questions


 

Shipping Questions


Can you ship to my state or country?
Currently, we CANNOT ship to the following states: Arkansas, Delaware, Kentucky, Massachusetts, Mississippi, Montana, New Jersey, Oklahoma, Pennsylvania, Rhode Island, South Dakota, and Utah. We also do not ship internationally.Customers in Alabama, please note: all shipments to the state of Alabama can only be shipped to licensed ABC stores within the state. Customer is responsible for getting the proper permit from the state to allow wine to be shipped in their name to a local ABC store where the customer can claim the wine. Please note that customer will be responsible for any additional taxes levied by the state that must be paid upon pick-up of the wine. PasosBestWines.com will not release any package intended to be shipped to Alabama until the shipping address has been verified as one of a legally licensed ABC store and we have received a copy of the approved permit from the buyer.

 

What will be my shipping cost?
As you shop PasosBestWines.com, place bottles or cases in your shopping cart. Once you are on the shopping cart page, you can estimate your exact shipping rates by inputting your state and zip code of your destination address. Shipping rates will also be displayed during your check-out process before placing your final order. All shipping rates – including discounted shipping --include a $5.00 handling and materials charge to cover the costs of packaging materials and preparing each shipment for delivery.

 

Can I waive the REQUIRED adult signature on my package?
The adult signature requirement cannot be waived on any delivery of wine shipped by PasosBestWines.com. We understand that at times it can be inconvenient to stay at home to sign for your package but under strict state laws & regulations PasosBestWines.com and our shipping carriers UPS and GSO are REQUIRED to collect an adult signature at the time of delivery from an adult at the actual shipping address. This means your neighbor cannot sign for the package next door. There are no exceptions. These measures are very important in making sure no minor is exposed to the alcoholic contents of the package. If an adult is not available to sign for the package at the shipping address, UPS will make three (3) attempts to deliver. After the three (3) attempts, the package will be returned back to our warehouse. If possible, we recommend using a commercial or business address to receive your delivery, as it increases the chances that there will be an adult present to sign for and receive your package.


Can I reschedule a Delivery Attempt with UPS or have it sent to a different address?
It is the Customer's responsibility to be present at the time of delivery for an adult signature. If you're expecting a package, but you've missed the first attempt at delivery, you do have options. The UPS InfoNotice® lets you know there was an attempted delivery, but no one age 21 or older was available to sign for and accept the delivery. Whenever possible, we encourage you to use a commercial business address to assure the fastest delivery time.

Delivery Options:
Using your InfoNotice, you can reschedule the delivery of your package. Just log on to My UPS and enter your InfoNotice number in the Tracking field on the ups.com home page or the Tracking page. Or call 1-800-PICK-UPS® (1-800-742-5877) and talk to a customer service representative.

With either of these options, you can request that UPS:

  • Hold your package for pickup at a UPS operating facility
  • Deliver your package to another address
  • Deliver your package on a different day
  • Return your package to the sender

(A fee is assessed for all delivery change requests except Hold for Pickup and Return to Sender. Your payment card will be billed only upon the redelivery of your package.)

Or you can choose to have UPS attempt another delivery. UPS will make up to three delivery attempts. After the third delivery attempt your package may be returned to PasosBestWines.com.

UPS MyChoice Delivery Option:
Sign up for UPS’ free MyChoice service. This is a free service offered by UPS which will allow you to get delivery alerts by e-mail or text message the day before the delivery attempt, as well as let you track, re-route, and reschedule your package deliveries.

Learn more about UPS MyChoice and sign up immediately for this free service.

If you do not reschedule or reroute your shipment, and subsequent attempts are unsuccessful, your order will be returned to PasosBestWines.com. The Customer will be required to incur the cost of shipping and handling, regardless of the Customer deciding to cancel the order.

 

Can I use DHL or FedEx to ship my wine?
Due to strict state laws and regulations for alcohol shipping, we only have shipping agreements with GSO (Golden State Overnight) to ship within California and to parts of Arizona and Nevada, and with UPS to ship to the rest of the country. We cannot ship with any other carrier at this time.

 

Do you offer any discounted shipping items?
YES! We offer 50% off UPS or GSO ground shipping rates on the purchase of any combination of four or more bottles of either our Wines of the Week or any of the wines from our Featured Winery of the Month. We also offer One Cent UPS or GSO ground shipping on the purchase of any mixed or solid 12 bottles or more of any wine on the PasosBestWines.com website.

All discounted shipping offers are for UPS or GSO Ground shipping only. All shipments include a standard $5.00 handling and materials fee that is not included in the overall shipping discount. Non-ground shipping selections on wines or quantities that may qualify for discounted shipping will not be eligible for discounted shipping and will be charged at current rates. Discounted ground shipping also does not include any additional packaging materials outside of our standard wine packaging materials included in the $5.00 handling and materials fee. Additional shipping and packaging materials, such as our Hot Weather Protection Package, are available for an additional charge. All discounted shipping deliveries will be shipped according to our regular schedule of Tuesday and Thursday pick-ups by UPS or GSO. All discounted shipping items will also receive only the standard insurance up to the first $100 of retail value. Additional insurance is available for these packages, at the current rates mentioned above. Because of the additional costs of shipping, discounted shipping is only available within the 48 contiguous United States and is only available in those states to which we can legally ship wine, as mentioned above. Discounted shipping is not available in Alaska or Hawaii. All discounted shipping deliveries require an adult signature for receipt.

 

I have a UPS account number, can I used that to place my order?
Unfortunately we cannot use any third party UPS account numbers. All shipments have to go through the PasosBestWines.com account number and its license because of the alcohol contents.

 

Do you ship to a business or a P.O. Box?
Due to an adult signature being REQUIRED at the time of delivery, UPS will only deliver to physical business and residential addresses only. UPS will not deliver to any PO/APO/FPO boxes. We recommend shipping to your commercial business address as this will lower your shipping costs and time of delivery.


If I place an order today, how long will the order take to be delivered?
Because of our unique business structure and the location of our PasosBestWines.com warehouse in Paso Robles, we do not carry excess inventory but instead pick up all wines ordered directly from the winery, to ensure they are kept in the best and utmost condition. We pick up wines to be shipped on Mondays and Wednesday and ship out wines on Tuesday and Thursday, unless otherwise noted. Please note this when selecting your choice of shipping method. If you need the wine sooner or later, Please make a note in the shipping comments and we will do our best to accommodate the requests.

A small percentage of items may require a longer acquisition and ship-out time due to wine and/or winery availability. On rare occasions, we may face an unforeseen delay in picking up your wine or shipping your order; in those cases, we will notify you by email as to our best estimate of delivery. All UPS and GSO transit times are only in effect after your order is shipped. Depending on your location, the shipment can take anywhere from 1-5 business days additional in transit. We cannot guarantee any shipments by a specific date, nor will we be held responsible for any shipping instructions or arrival date estimates given on an order. We will do our best to accommodate the Customer in any way.

You can calculate your estimated shipping time using this chart and input 93446 as the “Ship From” zip code.


Can you re-route the package once it’s shipped?
Yes. UPS will only re-route packages once to another address within the same US state. Just log on to My UPS and enter your InfoNotice number in the Tracking field on the ups.com home page or the Tracking page. Or call 1-800-PICK-UPS® (1-800-742-5877) and talk to a customer service representative. A fee is assessed for all delivery change requests except Hold for Pickup and Return to Sender.

 

My package was broken by UPS or GSO. What do I do now?
First, contact us right away via email or by phone at 805-369-2031 and report the package as broken or damaged. Retain the broken package and keep it in the condition in which you discovered it. We will contact UPS or GSO to report the damage. They may require photographic evidence of the damage to process the claim. Once we have received assurance from GSO or UPS that the claim is going to be processed, we will ship out another package to you immediately should the retail value of the damaged package be equal to or under the amount of insurance purchased for the package. UPS and GSO only insure packages up to the first $100 of retail value; additional insurance is available through PasosBestWines.com for the full value of your shipment based on its retail value. If the package is not insured, we will only refund your shipment or re-send you items up to but not over the amount of insurance covering the package. PasosBestWines.com reserves the right to select which items are to be re-sent for any non- or under-insured packages.

If the same product is not available, we will either offer you an alternative or refund of your money back up to the insured retail value of the package.

 

My order was automatically sent back to you by GSO or UPS. Why?
Most likely it was because there was no one available to provide an adult signature during the three attempts GSO or UPS makes to deliver your package. Please call UPS at 1-800-PICK-UPS® (1-800-742-5877) or GSO at 1-800-322-5555 and speak with a customer service representative for an explanation. You can also track your order on UPS.com or GSO.com by providing your order shipping tracking number.

 

Can you hold the shipment till a specific date?
Currently, we will only hold wine shipments for up to 90 days for our Paso’s Best Wine Club members. If you are not a Wine Club member and are worried that weather conditions may affect your wine during delivery, we recommend you upgrade to our Heat Protection Cold Pack packaging option (additional fee applies) and select the Three Day Select shipping to ensure that the wine reaches you in the best condition possible.

 

Can you guarantee the order by a specific date?
Because of our specific shipping model and because we use third party shipping companies to fulfill our product delivery, we cannot guarantee a specific date for delivery. However, we will do our best to come close. In most cases we hit our mark.

You can calculate your estimated shipping time using this chart and input 93446 as the “Ship From” zip code. By doing this, you can let us know a specific ship date to try and meet the date you’d like to receive the order. Please bear in mind that we only ship out packages from our Paso Robles warehouse on Tuesdays and Thursdays. This fact should be weighted into your shipping decision process.


Is it okay to ship wine in extreme heat or cold?
Yes. Usually, wine needs to be exposed to extreme heat or cold for more than 3 – 4 days for it to go bad. Most packages take between 1 to 5 business days to reach their destination. PasosBestWines.com will make every effort to lessen shipping time and keep the packages in proper condition while the wine is under our control. For example, an order placed on a Friday will be shipped on a Tuesday so it does not sit in a shipping warehouse over the weekend. Instead, it will be housed in our climate-controlled warehouse in Paso Robles before it is shipped.

If you are concerned about shipping time, you can also select Next Day, Second Day or Three Day Shipping to guarantee a shipment date. Also, PasosBestWines.com offers our Hot Weather Protection Packaging at a nominal fee for any quantity of wine shipped. We recommend selecting Three Day Shipping with the purchase of any Hot Weather Protection Packaging, as the cooling packs contained within the packaging are good for 3 to 4 days of cooling and heat resistance.

Please note that any one cent or discounted shipping offers provided by PasosBestWines.com only apply to Ground Shipping and do not include the Hot Weather Protection Packaging.

 

What type of packaging you use to ship wine?
We use UPS and GSO approved wine bottle shippers made out of 100% recyclable cardboard material. Additionally, during times of extreme weather or on longer-distance shipments, we occasionally will provide foam-core packaging within a 100% recyclable cardboard box to provide extra protection to the wine contained within. This foam packaging will be provided at no additional charge at the discretion of PasosBestWines.com.  

Additionally, we also offer Hot Weather Protection Packaging on all shipments for a nominal fee. The Hot Weather Protection Packaging included a sturdy foam core shipper within a double-strength 100% recyclable cardboard box with 1 to 3 24 oz. high density cold packs embedded within the foam-core to keep the wine as cool as possible during its delivery. Our Hot Weather Protection Packaging typically provides 3 to 4 days of proper temperature control to the wine inside, so for longer distance deliveries, we recommend selecting Three Day Shipping or less bundled with the Hot Weather Protection Packaging to ensure your wine has the utmost protection available during delivery.

 

Will UPS contact me before delivering so that I am available to sign for it?
Typically they do not contact the shipper as they have their own route for delivery. However, you can sign up for the FREE UPS MyChoice service and enroll in text or e-mail alerts which will notify you the day before the expected delivery.

Learn more about UPS MyChoice and sign up immediately for this free service.


How can I ship to multiple addresses?
We do allow the ability to ship to alternate addresses, however, you can only ship to a single address per order. If you’d like to place an order and have it shipped to a different address than the one you have on file, you can place your order and enter a different shipping address. If you already have multiple shipping addresses on file, just select the one you’d like to ship to. Otherwise, you can select “New Address” and enter a new shipping address.

You can manage your shipping addresses by logging into your account using the “My Account” link at the top of any page. Then select Address Book.

 

Are all orders automatically insured?
All orders are insured up to $100 of their retail value. Should the retail value of your purchase exceed $100, you will have the option of purchasing additional insurance at a rate of $2.00 per each additional $100 of retail value added (e.g. $2.00 for insurance on up to $200 retail value, $4.00 for insurance on up to $300 retail value). In the event of a lost or damaged package, please contact us immediately, and once the claim has been submitted and approved, we will either refund your order or send you replacement bottles up to the retail value insured.

 

How do I reship an order that was returned to you?
When an order is returned to our warehouse after several delivery attempts at the address provided by the customer, we are always happy to reship the order. This will require an additional shipping fee. Please contact us and we will assist you with the reshipment arrangements.



Order Questions


What is the status of my order?
We ship all orders our of our Paso Robles warehouse on Tuesdays and Thursdays, so once your order is received, it will be shipped out on the next closest Tuesday or Thursday. On rare occasions, a small percentage of items may require a longer acquisition and/or ship-out time due to wine and/or winery availability. If we face an unforeseen delay in picking up your wine or shipping your order, we will notify you by email as to our best estimate of delivery. Once your order is shipped, you can easily track it on GSO.com or UPS.com using the tracking number you receive in your e-mail.

 

Can I add items to my existing order?
Because we only ship on Tuesdays and Thursdays, you may be able to add items if your order has not been processed before one of those days. Please call us at 1-805-369-2031 during the hours of 11 a.m. and 6 p.m. PST to edit your order. If you call outside of those orders, you can leave us a message with your name, order number (found on your e-mail receipt after you placed your order), the item(s) you’d like to add, and the best number and time to contact you. We will get back to you the following business day to accommodate your request as best we can. Additional shipping or restocking fees may apply to any edited order.

 

How do I redeem a Promotion Code?
To redeem a promotion code on a PasosBestWines.com order, enter the promotion code in the “Discount Code “field provided just below the list of items you've ordered in your Shopping Cart. Once you've entered the code, click the "Apply Coupon" to see the impact on your order total.

After clicking the "Apply Coupon" button, if you do not see an immediate discount, please double check the requirements of the code. The discount will not apply if the specific promotion terms and conditions are not met.

Note: Some specially priced items may be ineligible for additional discounts, and will include on their description a note indicating the ineligibility of the item. Only one promotion code can be used per order.

 

How do I change or cancel an order after I have placed it?
Once you have placed and confirmed your order, it is not possible to access it to cancel or make any edits to the order online. You must contact PasosBestWines.com by phone or e-mail to make any changes to your order. Cancellation or change requests should be made as soon as possible after placing your order. A representative will confirm your cancellation by phone or e-mail so please know that if you contact us by e-mail, your change or cancellation is not confirmed until we reply to your request.

While we try our best to accommodate order cancellation requests, the timing for such requests is critical. Once our warehouse has started to process your order, it is not possible to make any changes or stop the shipment. A restocking fee may be subtracted from your refund on cancelled orders.  



If I ship an order as a gift, will they receive an invoice in the box?
We include all gift notes free of charge. Specialty gift boxes are also available for an additional fee. Once the gift order is shipped the recipient will only receive the gift note so they know from whom the package came. No invoice will be included in the order. Please let us know at checkout in the Shipment Comments section if you’d like this to be shipped as a gift with a gift note.

 

What payment methods do you accept?
For fast and secure transactions, we accept all major credit cards listed: Visa, Master Card, AMEX, Discover as well as Paypal.

 

Will I get charged state tax on my order?
If the order is shipping outside of California, then there is NO tax. If the order is shipping within the state of California, then the order will be taxed the current state tax rate automatically during check-out.

 

I received the wrong item, what do I do now?
Please contact us via email or phone at 805-369-2031 right away and we do our best to correct the problem.

 

Do I have to buy a full case or can I order any amount of bottles?
You may purchase any number of bottles or cases. You can also mix and match bottles to make a full case or more. However, we do recommend you purchase a full case of 12 bottles either solid or mixed-and matched to take advantage of our One Cent Ground Shipping, or you can also purchase any 4 bottles of either our Wines of the Week or the wines from our Featured Winery of the Month to receive 50% off your standard GSO or UPS Ground Shipping rate.

 

My credit card keeps declining, what can be the problem?
Three major points that could be causing this problem – 1) Please confirm your billing address is correct. It must match the address where you receive your credit card statement. 2) The credit card company recently put a fraud detection security on the card. In that case, please call your credit card company to lift the hold. 3) The credit card has reached its credit limit. Please contact your bank or credit card provider if the problem still persists.

 

Do you have a store location where I can pick up my wine?
PasosBestWines.com is an online store only. We can only ship wine via GSO or UPS and do not have a storefront location available for public pick-up of wine.

 

Why was a different vintage shipped than what I had ordered?
On rare occasions, a chosen vintage of a wine may sell out or be replaced by a new release after your order is placed.  Under most circumstances, we will not hold up an order and will simply automatically substitute the wine with the comparable vintage.  Please be assured that we will only substitute with a vintage for the same type, varietal and winery. If this does occur, we will do our best to contact you and alert you to the change before the shipment of the new vintage goes out. 

 

Why do I need to create an account to purchase wine?
To place an order on PasosBestWines.com, you will be required to create an account.  Because we are a retailer of wine, there are many regulations to which we must adhere, and this requires our sales and deliveries to be properly recorded.  Your account information is stored securely and encrypted for your protection. It is not sold or shared with anyone else under any circumstances.

To create the account, you will need to provide the following:

• Your Name
• Your Email Address (you will be asked to create a password)

In addition, you will also need to provide your address and credit card information to be used for billing verification purposes and to properly authorize the credit card and to verify that the customer is of legal age.

• Credit Card holder’s name, credit card number, expiration date and card security code
• The billing address and a valid billing contact phone number on file with the card
• Complete shipping name and address for delivery (including apartment numbers - include Company name, suite numbers, etc. if delivery is going to a business location)



A Valid Email is important! Order Status information is communicated by email.
We communicate important order status information through your PasosBestWines.com account.  We will email Order Confirmations and Shipping Confirmations along with tracking information.  If we encounter difficulty when processing an order, the information you provide on your account is used to contact you.



Return Policy Questions


What is PasosBestWines.com return policy?

If you receive a wine that is off-condition, damaged, or spoiled, please contact our Customer Service department by email or by phone at 805-369-2031 to arrange a return of the partially filled wine bottle. Returns and exchanges are valid if received within 30 days of the purchase date. Do not return the merchandise without contacting us. Please save the item, box and all of the original packing supplies. We can only accept returns and exchanges of damaged or spoiled items that are still in their original packaging. We regret that shipping charges are not refundable. Bottles determined to be spoiled, damaged, or off-condition will be eligible to receive either a re-send of the original bottle if it is available, or else an in-store credit for the original retail amount of the bottle or a refund of that original retail price. All bottles ten years or older are purchased at the buyer's risk and are not eligible for return or refund.

 

 How can I return my product?

To receive a RETURN AUTHORIZATION, please contact us  to receive proper instructions. We reserve the right to refuse any shipments without a clearly written RETURN AUTHORIZATION number.



Customer Service Questions


How and when can I contact Customer Service?
You can reach a customer service representative at PasosBestWines.com by calling 1-805-369-2031 between the hours of 11:00am - 5:00pm PST Monday through Friday. You can also contact us by e-mail 24 hours a day.

CUSTOMER SERVICE HOURS:
Monday-Friday: 11:00am - 5:00pm, Pacific time

HOLIDAYS:
We are closed on major Holidays and will have a special announcement on our customer service line when this is the case.

 

How can I edit or update my account information such as my shipping address?
You can update your PasosBestWines.com account information by logging into your account.  To login to your account, from the top of any PasosBestWines.com page, select the My Account or the Log In link. You will then be asked to enter your email address and your password to access your account information.

Once you have logged in and can access your page, you will see the listing of the items you can view and/or edit in the left-hand menu. You will be able to manage your billing and shipping addresses, view past orders and reorder (if the product is still available), change your password or update your e-mail address.

 

Out Of Stock Items
We continually communicate with our winery partners to monitor inventory and ensure product availability. We pride ourselves on being able to add new wines to our inventory quickly and also to remove wines or mark wines as sold out within hours of notification from our winery partners. However, there are times when products may become temporarily out of stock or, in some cases, no longer available before they can be marked as so on PasosBestWines.com. 

If an item does become unavailable, a PasosBestWines.com representative will contact you and can suggest comparable substitutions. In cases where a vintage substitution is necessary, we will email you before shipping and provide the option to select other items. If you decide not to make a substitution, we will ship available items minus the out of stock item(s) or cancel the order if you prefer to do so. You will not be charged for out-of-stock items.