Customer Care

Welcome to Terroir Wine Merchants Customer Care Help Desk. If you do not find the information you are looking for, please email Customer Care with questions or call us at 650.293.7339. You can also browse the sections below for information about shopping at Terroir Wine Merchants.

Out of Stock Items - policy

Though we continually monitor inventory to ensure product availability, there are times when products may be out of stock. If that occurs, wine representatives are available to suggest comparable substitutions. In cases where a 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. Your credit card will not be charged until we ship your order, and you will not be charged for out-of-stock items.

Terrroir Wine Merhcants Guarantee and Return Policy

At Terroir Wine Merchants, your satisfaction is very important to us. If you are dissatisfied in any way with your purchase, please contact us within 30 days of your purchase date by emailing Customer Care. We would like the opportunity to correct the situation. We are committed to delivering your product in excellent condition and in a timely manner.

Merchandise Damaged in Shipping

It is unusual to receive a damaged product from Terroir Wine Merchants. However, in the event you do experience a problem with a shipment, please contact us within 30 days of your purchase date by by emailing Customer Care. We may require you to return any unopened bottles to us for quality control information and will determine this once contacted. At our discretion we may offer a replacement, a discount, a refund or an account credit to be used for a later purchase.

Dissatisfaction with the Quality/Taste of Wine Received

At Terroir Wine Merchants, we are proud to offer great values on Burgundy's best wines. Our goal is to help you choose the wines that you will enjoy.

While ratings, testimonials and reviews may influence your decision, the ultimate judgment is yours. Although we work toward providing you with as much information as possible to help you make a selection you will enjoy, we cannot guarantee that you will like the taste of every bottle of wine you select. However, in the event you do experience a problem with the quality/taste of a bottle, please contact us within 30 days of your purchase date and provide the details of your problem. If you would like to return an order for taste reasons, we will issue a refund or account credit, less a 25% restocking fee upon receipt of the returned package.

Following wine-trade traditions, all bottles ten years or older are purchased at the buyer's risk.

Terroir Wine Merchants guarantees quality products and service. Order processing time is contingent upon credit card authorization, and does not include weekends or holidays. If for any reason you are dissatisfied with your order, please contact us within 30 days of your purchase by by emailing Customer Care.

Discount error - promo code entered but not applied

Some specially priced items may be ineligible for additional discounts, and therefore may influence whether a promotion code or coupon takes effect on an order. These items include on their description pages a note that reads "(not eligible for promo code or case discount)."

If your promotion code or coupon requires a quantity or dollar amount be met to take effect, any specially priced ineligible products do not count toward those totals.

Also please note that only one promotion code or coupon can be used per order.

Changing or canceling an order before it ships

You may change or cancel your order if it has not been shipped. Please email Customer Care and telephone us at 650.293.7339. The window between order placement and shipping is usually less than 3 hours.

Tracking your order status and delivery

Once your oreder ships we will email you the UPS tracking number. For local Bay Area deliveried, a Customer Care represenative will email you to arrange a delivery time and date.

Vintage substitution

We will never substitute a vintage without your permission.