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FAQs: Frequently Asked Questions

The Wine Insiders Team has two great passions: finding incredible wine, and providing you with a terrific wine-discovery experience. Our Customer Support team has compiled answers to our customers' Frequently Asked Questions. If you can't find the answer you need in the list below, please feel free to contact us for help.

What is Wine Insiders?

What is Wine Insiders?
Wine Insiders is a direct to consumer online wine shop. We ship our wines right to your door, bypassing big wine stores to pass our discounts on to you.
What is the Wine Insiders Club and how do I join?
Wine Insiders offers an easy way to have great wine delivered to your doorstep—the Wine Insiders Club. To find out more about our club membership offers and fees, visit our Wine Insiders Club page or read the additional FAQs below. When you join the club you’ll never run out of delicious wines!
How do I sign up for Wine Insiders email offers?
Wine Insiders shares daily email deals on wine. To get started, click here and enter your email address. Accessing the world's most valuable wine deals is just that simple!
How does Wine Insiders select the wines they offer?
We have an expert wine tasting panel that samples thousands of wines a year, only approving approximately 1 in 10 bottles, ensuring that you get delicious wine every time.

Our panel is made up of experts who are outstanding at choosing great wines from quality-driven producers from around the world. These are our panel members:
  • Brent Shortridge Brent began his career as a chemist with the legendary winemaker Andre Tchelistcheff. He is presently Chairman of the International Program for the Wine Institute in San Francisco. He has extensive experience in almost every aspect of the industry, from the cellar to the boardroom.
  • Sara Malone A gourmet cook, Sara has a keen understanding of the relationship between food and wine. She is also a Master Gardener who brings special insights to the importance of the grape-growing process.
  • Johanna Bernstein An active member of Women for WineSense, Johanna combines her love of wine with an appreciation for the fine arts. She has played a key role in marketing for the wine industry.
  • Philip Zorn Philip has been associated with such notable names as Sunny St. Helena, Gauer Estate, and Tria. He has a thorough knowledge of the winemaking process and is currently the consulting winemaker for 6 different brands.
  • Vincent Bouchard Descended from 8 generations of French winemakers (Bouchard Pere et Fils winery), Vincent presently works with 5 French cooperages and oversees the production of fine Porto at his 300-year-old estate.
What is your privacy policy?
Please see our privacy policy page.

What is the Wine Insiders Club experience?

What is the Wine Insiders Club experience?
Being a club member is like having a team of wine experts working for you, recommending only the best and offering you full bottles to taste entirely without risk. You'll enjoy some of the world's most remarkable wines without ever leaving home.

You'll have access to a continuing supply of expertly chosen wines with a Double Guarantee—any broken bottles will be quickly replaced, and any bottle that does not meet your approval can be exchanged for an alternate wine or a refund.
How often will I get wine?
Every 3 months you will receive a shipment of wines based on your club selection: all reds, all whites, or a mix.
How much does it cost to join?
There is no signup fee—only a recurring charge depending on the club and bottle amount you select.
What can I expect with my first shipment?
Choose your introductory case—reds, whites, or a mix of both—and we'll add a bonus of 3 bottles of Coastal Passage California Pinot Noir, valued at $89.97, absolutely free.

With your second shipment we'll include a 7-piece Corkscrew Set, valued at $59.99, with wine opener, foil cutter, pourer, collar, stopper, and more, all in a wooden gift box, free of charge. That's 15 bottles (including the 3 bonus bottles), and the wine opener set for just $89.99 with FREE Shipping.
Do I have to join a club to order wine?
No. You may purchase wine without joining our club. However, to enjoy our $89.99 Premier Club Package, you must become a club member. As a club member you are free to cancel, skip or postpone future quarterly shipments–just email us at
How do I skip a shipment?
Email our customer service team at and we will take care of your skip request immediately.
Is there a Satisfaction Guarantee on any bottles I don't like?
Yes. Our Double Guarantee states that we guarantee every bottle will arrive safely and deliciously. Any broken bottles will be quickly replaced, and any bottle that does not meet your approval will result in an alternate wine or a refund.

Restrictions apply. Please ask a Customer Service representative for more details. We reserve the right to deny Satisfaction Guarantee to any customer who abuses the policy.
How do I cancel my Club membership?
Simply email our customer service team at and we will take care of your cancellation immediately.

We require you to email us in order to cancel the club, so that we are able to get an understanding of what you didn't like about the Club. This allows us to strive towards creating a better customer experience.
Why can't I find the wines in other stores?
Our panel strives to find and import hard-to-find wines you don't find in your local store. We bring you selections acquired solely for our customers.
Why do all my wines say Bottled by Saddlehorn Cellars, Jenna or Bottled in San Martin?
We purchase wine from sources all over California, but our main bottling partners are located in San Martin.
I'm a Winemaker and would like to see my products offered on Wine Insiders. Who can I contact about this?
Please contact us and we will get your information to our Wine Panel.

What if I have a question about my account or my orders?

What do I do if I forget my password?
Click here to retrieve your password.
How do I change the name or email address on my Wine Insiders account?
Call 1-800-615-7304 or email us at
How do I skip a month?
Call 1-800-615-7304 or email us at
Is there a Satisfaction Guarantee on any bottles I don't like?
Of course! We stand behind our wine selections with this guarantee: If you are not entirely delighted with every aspect of the club, including the wine selections you receive, contact us and we will make it right. You may cancel your membership at any time.
Can I cancel my quarterly Insiders Wine Club shipments?
There are no obligations with this club. You may cancel at any time prior to your next shipment.
What are the different promotions that Wine Insiders offers?
We send a variety of offers every month through email and direct mail.

We continue to find new online partners to provide value offers.
Can I combine two promotions from Wine Insiders?
No. Unfortunately, promotions cannot be combined.
What other discounts can I get as an existing member?
Club members receive discounted wine in their club shipments, can order 12 or more bottles through our website and special promotions, and always receive free shipping.
When I really enjoy a wine from a previous month, how do I order more?
Visit our website or call 1-800-615-7304 to see if the selections you are looking for are still available.
How can I cancel my order?
Orders can be canceled by calling our 24-hour customer service hotline 1-800-615-7304 prior to your order shipping. Most orders ship within 24-48 hours of the order being placed.
Where can I find the status of my order?
Tracking emails are sent to you as soon as your order ships. You can track your package status from there until it arrives.
Will I be charged sales tax on my Wine Insiders orders?
Sales tax is charged based on the laws of the state you are shipping to.


How can I redeem a promotional voucher?
This depends on the type of voucher you receive. Some vouchers require you to visit the URL provided. If you were not provided with a URL, just visit our site and add the wines of your choice to your cart. Click on Proceed to Checkout to be taken to the Billing and Shipping screens, where you will find Voucher Entry Boxes on the right side, below the Order Summary. Enter your Voucher or Promo Code here.

To apply your discount, be sure to enter your full promo or voucher code as it originally appears. Check for capitalization and dashes.

Please keep in mind that the voucher does not cover taxes and cannot be combined with other promotions. Shipping costs are also only sometimes included, so please review the voucher details.
Why am I being asked for a credit card?
We collect credit card information with every order. This covers applicable taxes and shipping costs, and helps us verify that the purchaser is of legal age.
Can I use my voucher with an email promotion?
Unfortunately, discounts cannot be combined. You cannot use a voucher with another promotion, such as an email deal.
Can I use multiple vouchers on a single order?
Unfortunately, discounts cannot be combined. Only one voucher can be redeemed per transaction.
Why does the voucher redemption code say "invalid voucher?"
This error occurs when the voucher is either expired or has already been redeemed. Please contact us with your redemption code and we will check the voucher expiration date, and confirm if your voucher has been redeemed.
How can I redeem an expired voucher?
While we can help you with expired vouchers, they cannot be redeemed online. To use the paid value of your voucher, place an order on our website and respond to the order confirmation email with your expired redemption voucher code. We can issue a refund of the amount you paid for the voucher. Questions? Please contact our Customer Service team for more information.
I bought a voucher through Groupon or Living Social. Where is my wine?
After you purchase a voucher, there's another step: you must redeem the voucher by ordering wine directly from Please be sure that you are redeeming your voucher properly. We often find that customers are under the impression that a voucher purchase from Groupon or Living Social is an automatic wine purchase. This isn't the case. Once you purchase a voucher, you will need to pick your wines individually, or buy a sampler pack and pay the shipping and tax. After your order is submitted, you will receive an email confirmation which acts as your invoice.
When I redeemed a voucher, I was promised a new gift voucher to use towards future purchases. How do I get my new voucher?
Your free e-gift voucher is sent to you via email after your order is placed. If you did not receive that email, please check your Junk/Spam email folder. If you are unable to locate that email, please feel free to contact us for further assistance.
Why do the bottles displayed when I redeemed my voucher not reflect the bottles advertised when I originally purchased my voucher?
The images in our Groupon and Living Social ads are examples of the wines we sell. For voucher promotions, products are available while supplies last. Availability cannot be guaranteed since many wines sell out. Occasionally, the bottles in the packages differ from what was advertised at the time of your voucher purchase.

What if I have a question about shipping?

How much does shipping cost?
Shipping Costs
  • 1-2 bottles – $9.95
  • 3-4 bottles – $15.95
  • 5-6 bottles – $17.95
  • 7-11 bottles – $19.95
  • FREE shipping on 12 or more bottles to the same address
Should I ship to my home or my work address?
Someone over the age of 21 must be available to sign for your shipment. Because of this, we have more success shipping to work addresses.

By law, all wine deliveries must be signed for by an adult over the legal drinking age (21+). Therefore, we cannot leave packages on your doorstep, and we cannot ship to P.O. boxes. Please ship to an address where an adult will be available to sign.
I won't be home to sign for delivery. Do I have other shipping options?
You must use a shipping address where an adult will be available to sign.
How can I track my shipment once it is en route?
Tracking emails are sent to you as soon as your order ships. You can track your package status from there until it arrives.

You can also create your own free UPS My Choice account, so that you can receive text message updates regarding your UPS shipments.
Can I request an alternate shipping date?
Call our Customer Service Hotline at 1-800-615-7304 to postpone your delivery, or use UPS My Choice to set up a specific delivery time if your package is already on the way.
How do I change my shipping address?
Call our Customer Service Hotline 1-800-615-7304 to change your delivery address, or use UPS My Choice to re-route your package if your shipment is already on the way.
What if I need to suspend my order?
Call our Customer Service Hotline 1-800-615-7304.
Who can accept a shipment from Wine Insiders?
Any adult 21 or older can sign for and accept your delivery.
What do I do if I missed my delivery?
Use UPS My Choice to re-schedule your delivery.
Are there states or zip codes where Wine Insiders cannot deliver wine?
We ship to all states except: Alaska, Alabama, Hawaii, Kentucky, Mississippi, Rhode Island, and Utah.
Can I have an order shipped to a P.O. Box?
No. All orders are shipped via UPS or FedEx and require adult signature at time of delivery.
Can I have a product shipped internationally?
No. At this time we do not ship internationally.

What if I have a question about payments?

How can I pay for my Wine Insiders club shipments?
We accept all major credit cards.
How do I change my credit card information?
To update your credit card information, please call 1-800-615-7304.
When will my credit card be charged?
Club shipments are processed at the beginning of each month that you are eligible for a shipment. Individual orders are processed within 24 hours.
Can I buy over the phone?
Yes. Contact our Customer Service Hotline at 1-800-615-7304.
How is sales tax calculated?
Sales tax is calculated based on the laws governing the state you are shipping to.

Some states require state and local sales tax, and some states require that we charge sales tax on shipping.

How do I purchase Wine Insiders gifts?

How do I give a Wine Insiders Club Gift?
To purchase a gift membership, visit the Club Gift page. There, you can choose from 3, 6 or 12-bottle subscriptions.
Can I receive a refund for a gift I purchased?
You can cancel your pre-paid gift membership and receive full credit for any unshipped gifts.

How do I return products?

How can I return my wine?
Take your return to your local UPS store, use UPS My Choice to arrange for UPS to pick it up, or call our Customer Service Hotline at 1-800-615-7304 to arrange for a call-tag to have UPS come and pick it up (service fees will be deducted from your refund).
What do I do if my wine is damaged or a bottle appears to be missing?
Call our Customer Service Hotline at 1-800-615-7304 to report the damage and we will reship any damaged or missing bottles at no charge to you.
What do I do if I don't like my wine?
We stand behind our products. If you are unhappy for any reason please call our Customer Service Hotline at 1-800-615-7304 and we will make it right.
How long does it take to process a refund?
Credits usually appear within 3-5 business days of processing the refund request.

Contact us

How can I reach Customer Service via email?
Just fill in our Contact us form. A Customer Service Representative will get back to you within 24 hours.
How can I call Customer Service?
Call 1-800-615-7304 to access our toll free, 24-hour hotline.
How can I fax Customer Service?
Send Customer Service-related faxes to 1-888-211-5112.
What is your mailing address?
You can reach our Customer Service team by mail at P.O. Box 8010, Aston, PA 19014-9801.