Returns & Refunds Policies | Personal Wine

Guaranteed delivery dates

Orders placed after 2 a.m. will be processed the following business day. Once your order has been processed the guaranteed delivery dates are as follows, depending on your service:

Service Turn around Expect delivery by
(if ordered today)
Standard 6-8 business days 6/6
Priority 4-5 business days 6/3
Expedited 2-3 business days 5/30

On-time Delivery Guarantee

Priority & Expedited shipments are covered by our on-time delivery money back guarantee. If the courier's first attempt to deliver your order is after the guaranteed delivery by date, we will gladly refund your shipping costs. Some exclusions apply. Please see our Returns & Guarantee page for more information.

Shipping Restrictions

All alcohol shipments require an adult signature (21 or older) upon delivery. For more information, check out our shipping policies.

Shipping Prices

To provide you with the most affordable shipping possible, we calculate our rates in real time using the items in your order and shipping location.

To view shipping costs for your order build your cart and enter your address in the first checkout step.

FREE STANDARD SHIPPING ON ALL ORDERS
Policies

Returns & Refunds

General

Policies

The delivery of a custom-made and alcoholic product is a little bit different than your standard online purchase. If you have never ordered with us, please take a few minutes to read over our policies and procedures to ensure the smooth delivery of your product.

Our products are custom made to each customer's specification; this, in combination with the fragile and regulated nature of alcohol, leads to some unique logistical challenges. The goal of our policies is to give our customers the confidence to know their order will arrive safely and on-time, all at a fair and transparent price.

Hours of Operation & Turnaround Time

Personal Wine is open M-F 9 am to 5 pm Central Standard Time. Turn around time is only counted on Personal Wine business days.

(INSERT TURNAROUND TIME GRAPH HERE)
When will my order ship?

Our products are custom-made and handcrafted, thus production times vary. We provide you with a guaranteed date of delivery at the time of purchase so you can have peace-of-mind and not worry about when the product will ship.

Guarantees

No-Break Guarantee

If anything breaks, we give you the option to either receive a replacement product or a refund for the cost of the damaged goods.

If you have received a damaged product, send an email to success@personalwine.com including your order number and a photograph of the problem along with a clear description. We can take action to resolve the issue as soon as substantiation of your claim has been provided.

In the case that we need the damaged items returned, we will cover the return shipping cost.

On-Time Delivery Guarantee

We offer free and paid delivery options. Our free turn around method is designed to be efficient and economical.

Priority and Expedited turnaround options are perfect if you really need your order by a specific date, if you are purchasing a very valuable wine, or if you are shipping to a temperate climate. These paid turnaround methods are backed by our on-time money back guarantee. Your order will arrive on or before a specific date. Please note, the guaranteed delivery timeline starts the business day following your date of purchase.

If the courier's first attempt to deliver your order is after the guaranteed delivery-by-date, we will refund your shipping costs.

Please note the following exclusions:

• Free turnaround services like standard shipping and local pickup in Austin, Texas

• Any package containing alcohol legally requires the signature of someone 21 or older. If delivery is attempted on or before the guaranteed delivery-by-date but fails because no one is able to sign for the package then the shipment is not eligible for the on-time delivery money back guarantee.

• Delays caused by the courier or weather are not eligible for the on-time delivery money back guarantee.

Returns & Refunds

Customer Returns

We do not accept returns as each product has been custom made to the customer's specification. However, if you have an issue with your order please reach out to success@personalwine.com and we'll work with you to find a solution.

Undeliverable Packages

Packages that were returned to us as undeliverable are not eligible for refunds. The purchaser is responsible for return shipping fees and re-shipment fees (if desired). If the purchaser does not wish to pay for re-shipment, the order will be disposed of and is not eligible for refund or replacement. For this reason, we ask that you please be certain someone will be able to sign for your delivery at the shipping address you have selected before submitting your order.

If your order is returned as undeliverable, the card from your order will be charged for the return journey to Personal Wine in Austin, Texas. This new shipment charge is equivalent to the initial shipping fee on your order. You will then be sent a new invoice, reflecting the added return shipping charge.

Returned packages can be shipped back out immediately. Standard shipping rates apply. If your order is returned to Personal Wine, we will reach out via email as soon as possible. If you would like to speed up the process, email returns@personalwine.com as soon as you realize your order is being returned - please include your order number and a new address (if you want to have the order shipped back out)

Shipping

Delivery Prices

To provide you with the most affordable shipping possible, we calculate our rates in real time using the items in your order and delivery location. To view shipping costs, add items to your cart and enter your address in the first step of checkout. To return to your cart after viewing shipping costs, click “Back to cart” in the top right corner of checkout.

Where We Ship

We can ship non-alcoholic items to all 50 states in the United States. We don't ship anything internationally or to U.S. territories at this time.

We can ship wine to most of the United States, but inventory availability varies greatly from state to state. Please use our “Ship to” sort function in the top right corner of the website, to ensure you are viewing the most accurate inventory for your shipping location.

Additionally, we cannot ship packages containing alcohol to Military addresses or P.O. boxes. These locations will not hold alcohol under any circumstances. Use caution when shipping alcohol to a School, as many educational campuses ban alcohol deliveries on campus.

Shipping Confirmation Emails

You will be sent a confirmation email containing your tracking number when all or part of your order is shipped, it is your responsibility to monitor your delivery & ensure a signature is provided to the courier.

Signature Required

If your package contains alcohol, someone over 21 must be available at the time of delivery to sign for the package. FedEx will attempt to deliver your package on 3 consecutive business days.

Shipping Alcohol

If FedEx is unable to deliver the package after three attempts, it will be sent to the nearest FedEx hub. The package will be held at the hub for 3-5 business days before being returned to Personal Wine in Austin, Texas. Personal Wine is not responsible if FedEx returns your package after 3 attempts, instead of holding it for pickup first.

If you do not have anyone who can sign for the package at home, we strongly recommend shipping to a commercial address. Don’t have a business address that you can ship to? You can ship directly to any FedEx or Walgreens store across the nation. Put “FedEx - Hold at location” or “Walgreens - Hold at location” in the company field of the shipping address for your chosen location. Once your order arrives, you will have 5 business days to provide a signature and pick up your order. Please note, the name on the package must match the ID of the signee.

Rerouting Alcohol Shipments

FedEx may or may not be able to re-route your order, depending on restrictions locally. For this reason, we ask that you please be certain someone will be able to sign for your delivery at the shipping address you have selected before submitting your order.

You may be able to change the address of your package through FedEx Delivery Manager. Generally, re-route fees are lower when processed through FedEx Delivery Manager.

If you are unable to reroute your package via FedEx Delivery Manager, email your new address to deliverysuccess@personalwine.com. Re-routes processed through Personal Wine cost $18 per package.