Unfortunately, the unexpected can, and sometimes does, happen. Ninety-nine percent of deliveries go smoothly, but if your package is missing here is some information to help you locate it.
If the package is lost or late: Call FedEx first (1-800-463-3339). They will have information about the packages last location and may ask questions regarding the delivery area which we would not know. Sometimes they are able to locate a package when it has been delivered to the wrong address, left with a neighbor, left at a management office, or when it has been inadvertently scanned as delivered but is still en route. It may take 1-2 business days for FedEx to start and process an inquiry, but it usually takes 3-4 business days for the case to be completed/closed. In our experience, FedEx has been able to locate most packages thought to be missing.
If the package has been stolen: If a porch pirate has come across your loot and helped themselves, the options are few as FedEx has completed their obligation of delivering to the address. At this point it is theft and you can file a police report and/or, if you happen to have a doorbell camera and video of the incident you can upload it to social media (and other apps such as Neighbors / Ring or Next Door) and put that person on blast.
In regards to delivery days, we do not offer Saturday or Sunday delivery options. FedEx may deliver on those days, but it is not a guarantee. We cannot promise something they may not be able to deliver (literally 😉). You may find individual service details at: FedEx Ground, FedEx 2Day, and FedEx Standard Overnight.
Once the package is picked up by FedEx from our work shop, it is in their hands to deliver. We cannot be held responsible for lost or stolen packages. Other FedEx resources are Delivery Manager and ways to prevent stolen packages.
We ship internationally through the United States Postal Service, but once the package goes through customs it is the responsibility of the addressee’s postal service to deliver the package. We cannot guarantee delivery times due to customs delays and the logistics of delivery in different countries. Also, the recipient will be responsible for the costs of duties/taxes assessed by the local government upon delivery. We do not have control or the ability to determine what those fees will be.
USPS International address validation is currently supported for CA, GB, AU, DE, FR, NO, ES, SE, IL, and IT only. For additional delivery information, you will need to contact the country of delivery’s local postal service. For additional International tracking info, input your tracking number here.
If the order is damaged during transit, it will be replaced immediately, free of charge. To process the replacement, we will need to receive photos of the damaged package (cardboard shipper box) and item. These are needed for us to file a claim with the shipping vendor.
Transit times do not include the day the package is shipped, weekends, weather delays, postal strikes, or holidays and is not a guaranteed for standard shipments.
If the package contains wine or is valued over $500 USD, a signature is required for delivery.
If you have any questions regarding shipping or need assistance, please contact us.