Contact
Who do I Contact With Questions about Delivery and General Questions?
If you have any questions regarding delivery or other general inquiries, you can contact our customer service team via:
- Email shop@genuwinecellars.com
- Chat that is visible at the left corner of our website
- Go to the “Contact” page and fill out the form.
What are the Hours I can Contact with Help Center?
Regarding the hours you can contact the Help Center, our team is available to assist you during our regular business hours.
These hours may vary depending on your location, but typically our customer service team is available Monday through Friday from 8:30 am to 5:00 pm CST — Central Standard Time, UTC/GMT -6 hours.
Ordering in Genuwine Cellars Shop
Should I Register Online to Complete the Order?
No, it is not necessary to register online to complete your order. You can complete your purchase as a guest without creating an account on our website.
What Information Should I Input When Ordering?
When placing an order online, you will need to input your shipping address, payment information, and contact information such as your email address and phone number.
Please contact us at shop@genuwinecellars.com.
Can I Cancel My Order?
Yes, you can cancel your order if you change your mind or preferences. To initiate a cancellation, please contact us as soon as possible using this email address: shop@genuwinecellars.com or the contact information provided on our website.
How Do I Check the Status of My Order?
When your order has shipped, you will receive an email notification from us that will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 14 days of receiving your shipping confirmation email, please contact us at shop@genuwinecellars.com with your name and order number, and we will investigate it for you.
Do I Get an Order Confirmation?
Yes, you will receive an order confirmation once your order has been placed.
You will receive notifications at every step of the order process, including when your order is shipped and when it is out for delivery. These notifications will typically be sent to the email address or phone number you provided when placing your order.
If you have any questions or concerns about your order, please don't hesitate to contact our customer service team for assistance using this email address: shop@genuwinecellars.com or the online chat button at the left corner of our website.
How Do I Check the Status of My Order?
When your order has shipped, you will receive an email notification from us that will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 14 days of receiving your shipping confirmation email, please contact us at shop@genuwinecellars.com with your name and order number, and we will look into it for you.
Do You Offer Coupons or Discounts for Your Products?
Unfortunately, we do not offer coupons or discounts for our products directly to customers.
If you have any further questions or concerns, please do not hesitate to contact our customer service team for assistance.
Do You Charge Sales Tax?
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country.
Genuwine Cellars is not responsible for these charges if they are applied and are your responsibility as the customer.
I Would Like to Make a Change to My Order, How Do I Proceed?
If you would like to make a change to your order, please contact our customer service team as soon as possible using the email address: shop@genuwinecellars.com or the chat box provided on our website.
Our team will do their best to accommodate your request, but please note that changes may not be possible if your order has already been processed or shipped.
Do You Offer a Lifetime Warranty?
With respect to wine racking and wine cellar construction, Genuwine Cellars offers a lifetime warranty to the original owner.
Please note: The original owner must register their wine cellar directly with Genuwine Cellars within three months of purchase in order to obtain lifetime warranty.
Wine cellar cooling units, wine cabinets/fridges, wine accessories, humidor mechanical devices and other items are covered by the original manufacturer’s warranty. Third party warranty information is provided on, or linked from, product description pages.
For more details, please visit our “Lifetime Warranty” webpage or contact us at shop@genuwinecellars.com
Shipping
Does Genuwine Cellars Ship Outside the United States and Canada?
Yes, Genuwine Cellars does ship around the world. We are happy to offer international shipping to customers outside of the United States and Canada. Please note that shipping times and fees may vary depending on your location and the specific products you are ordering. If you have any questions about our international shipping options, please contact our customer service team for assistance at shop@genuwinecellars.com
Can You Provide Me with The Shipping Rates and Duties?
Shipping charges for your order will be calculated and displayed at checkout.
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country.
Genuwine Cellars is not responsible for these charges if they are applied they are your responsibility as the customer.
How Long Do I Need to Wait for The Order Delivery?
All orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
Wine Racking
Usually ships within 5-10 business days.
Cooling Units
KoolR ships within 1-2 business days.
Wine Guardian ships within 25 business days.
Cellar Doors
Mechanical Doors ship within 60 business days.
Should you have any questions relating to lead times on a specific order, please contact shop@genuwinecellars.com
Can I Ship to a P.O. Box?
We are unable to ship to P.O. boxes. You will need to provide a physical address.
What Happens if I am Not Available to Sign for My Order?
If you are not available to sign for your order at the time of delivery, the courier will usually attempt to deliver the package again on another day. If they are unable to deliver after several attempts, the package may be held at a local pickup location for you to pick up at your convenience.
If you have any concerns about the delivery of your order, please contact our customer service team at shop@genuwinecellars.com for assistance.
What Kind of Delivery Method is Offered with My Purchase?
We offer several delivery methods for your purchase, including shipping through FedEx and Day and Ross. These trusted delivery partners allow us to provide reliable and efficient delivery services to our customers. The specific delivery method that will be used for your purchase will depend on a number of factors, including the size and weight of your package, your location, and the shipping speed you select. If you have any questions about the delivery options available for your purchase, please don't hesitate to contact our customer service team for assistance.
Can I Specify a Preferred Delivery Date?
Yes, you can specify a preferred delivery date for your order. Once your order has been shipped, the courier firm will contact you directly to arrange a specific delivery date and time.
Can I Use My Own FedEx Account Number for Shipping?
If you have a FedEx account and would like to use it to ship your order, please contact our customer service team at shop@genuwinecellars.com for assistance. We will do our best to accommodate your request and provide you with instructions on how to proceed. Please note that not all orders are eligible for this option, and certain restrictions may apply.
How will I Know if My Order Has Been Received?
Once you have placed your order, you should receive an order confirmation email to the email address you provided during the checkout process. This email will include details about your order, including the products you have ordered, the total cost, and the estimated delivery date.
You will also receive updates on the status of your order as it is processed and shipped. This may include additional emails or notifications to let you know when your order has been shipped when it is out for delivery, and when it has been delivered.
If you have any questions or concerns about the status of your order, please don't hesitate to contact our customer service team for assistance.
What is Your Refund Policy?
We accept returns up to 30 days after delivery. If the item is unused and in original condition, we will refund the full order amount minus the shipping costs. We are unable to accept returns on items that have already been assembled.
In the event that your order arrives damaged in any way, please email us as soon as possible at shop@genuwinecellars.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please don't hesitate to contact us at shop@genuwinecellars.com
You can get more details about our Refund policy by visiting this address: https://genuwinecellars.shop/policies/refund-policy
How Can I Change the Delivery Address?
If you need to change the delivery address for your order, please contact our customer service team at shop@genuwinecellars.com as soon as possible. We will do our best to accommodate your request, but please note that changing the delivery address may not always be possible depending on the status of your order and the shipping carrier's policies.
If your order has already been shipped, we may not be able to change the delivery address. However, if your order has not yet been shipped, we may be able to update the delivery address in our system before it is processed for shipping.
Where are Items Shipped from?
Our items are shipped from Winnipeg, Canada. We have a warehouse located in Winnipeg where we store our inventory, and this is where we process and ship orders. If you have any additional questions or concerns, please don't hesitate to contact our customer service team for assistance.
Genuwine Cellars Custom Design
Do You Customize Your Products?
Genuwine Cellars offers customization services for our products. We understand that every customer has unique needs and preferences, so we offer a range of customization options to help you create a product that meets your specific requirements. If you are interested in customizing one of our products, please contact our customer service team at shop@genuwinecellars.com to discuss your options.
If you want to proceed with custom wine cellar solutions, please visit our website genuwinecellars.com
We will be happy to work with you to create a product that meets your needs.
What Do I Need to Do If I Want a Custom Product Design?
If you are interested in having a custom product designed, we recommend that you contact our team at shop@genuwinecellars.com to discuss your requirements. We have a team of experienced designers who can work with you to create a design that meets your specific needs and preferences.
Depending on the complexity of the design, there may be additional costs and lead times associated with custom designs. Our team will be able to provide you with more information on the design process, as well as pricing and lead times. Once the design has been finalized and approved, we will begin the production process.
Payments
What Payment Methods Do You Accept?
We accept a variety of payment methods to make it as easy as possible for you to complete your purchase.
Currently, we accept major credit cards such as Visa, and Mastercard, as well as digital payment methods such as Google Pay and Shop Pay.
We use a secure payment processing system to ensure that your payment information is kept safe and secure.
If you have any questions or concerns about payment options, please don't hesitate to contact our customer service team for assistance.
What Should I Do If the Payment Is Not Accepted?
If you are experiencing issues with payment not being accepted, there are a few steps you can take to try and resolve the issue:
- Check that you have entered the correct payment information, including your credit card number, expiration date, and CVV code.
- Make sure that your billing address matches the address associated with your payment method.
- Verify that you have sufficient funds available in your account to cover the purchase amount.
- If you are using a credit card, check with your card issuer to ensure that there are no issues with your card that may be preventing the transaction from going through.
If you have tried all of these steps and are still unable to complete your purchase, please contact our customer service team for assistance. We will be happy to work with you to identify and resolve any issues that may be preventing payment from being accepted.