Customer Service Contact Information
PO Box 1409, NY, NY 10028
info@nycwine.com

General Questions
What is NYC Wine?
Where can I use NYC Wine?

Placing an Order
How do I place an order?
What happens after I submit my order?
How do I know that the wine store/winery received my order?
What do I do if I don't receive an email order confirmation?

After Placing Your Order
How do I change or cancel my order after I have placed it?
Who should I call to check on the status of my order?
What if I have a confirmation email from the wine store/winery but they have no record of my order?
What do I do if there is something wrong with my order?

Navigating the Site
How do I browse wine stores?
How do I use the advanced search?
How do I save favorite wines?
How do I use the order history?
How do I order for a future delivery time?

Payment and Pricing
What is the fee for using NYC Wine?
How is the wine pricing determined?
Is there a minimum to order?
Can I save my credit card information?
When is my credit card processed?
Is my credit card information secure?
How much should I tip for delivery?
How do I redeem a promotion code/coupon?

Managing My Account
I forgot my username/password, what do I do?
Can I have a corporate NYC Wine account through my firm?
Can I have two NYC Wine accounts with the same email address?
Can I have multiple delivery addresses associated with one Account?

Wine Store Questions
Why I am getting a message that a wine store does not deliver to me?
Where did all these wine store and winery ratings and reviews come from?
Why isn't my review showing up on the site?
How do I share my opinion about a particular wine?
How come you don't have wine store “X” listed on NYC Wine?
What can I do to help get my favorite wine or wine store on NYC Wine?

Pick Up Orders
How does a pick up order work?

STEP 1: Create an Account or Sign In if Registered - Click the link to Sign In or Register at the very top of any webpage on NYCWine.com.  If you are not logged in you will be prompted to register when you attempt to place an order.  You should enter your billing address as your primary contact information for your account.  A different shipping address may be entered in the checkout process.  We do require a date of birth from all registrants in order to verify legal drinking age as required by law.  A valid drivers license is also required at time of delivery.  Returning Users After logging in please confirm your delivery and billing information and click on the "Submit Order" button.

STEP 2: Find Wine(s) - The easiest way to find a wine is to use the search box on the top left side of NYCWine.com.  If you are looking for Champagne, Prosecco, Cuvee or another type of sparkling wine select "Bubbly" from the search field labeled "All Colors".  To see wines available for free delivery you should leave this box checked, however, to see a full list of all available wines you should uncheck the box for free delivery.  You can always remove items from your shopping cart before you finalize an order.  You can also click on a particular wine store and view the full wine list from that store.  Use the Google Maps feature on the Wine Store Page in order to find the wine store nearest to your location. 

STEP 3: Add Wine(s) to Shopping Cart - To add a wine to your order, click on the "Buy Now" button next to the wine you want.  You will then either be taken directly to the wine store website to complete your order or you will be taken to your shopping cart on NYCWine.com.  If you are redirected to the wine store website follow the instructions provided to complete your order.  On the NYCWine.com website you will need to select the quantity of wine bottles you would like to order and then click "Add To Cart".  At this point, you will be prompted to Register or Sign In if you have not already done so.  After you sign in you or register you will be taken to your Shopping Cart displaying the wines you have selected and you may update the quantity of wines in your Shopping Cart, Continue Shopping or Check Out.  You can always return to the Shopping Cart by clicking the link that says "Shopping Bag" at the top of any page on the website.

STEP 4: Select Delivery Options and Check Out - During the check-out process on the Billing and Shipping Information page you will be able to enter a message for a gift card or special instructions for delivery, including requesting a delivery at a specific date and/or time.  We can guarantee delivery on specific date if requested in writing.  However, we cannot guarantee delivery at an exact time of day, but will make every effort possible to fulfill specific requests.  On the final page of the order process you will be able to review your complete order, update your order, or submit your order. To submit your order you will confirm your desired delivery option and select a payment method of Cash or Credit Card.  All UPS/FedEx orders must be paid by Credit Card. The options for delivery are Same Day delivery, Next Day delivery and Overnight via FedEx or UPS.  The details for the delivery methods are as follows: 

• General Information - NYCWine.com connects customers with wine stores.  The wine store(s) that fulfill your order will charge your credit card, or accept cash on delivery and handle all wine deliveries.  NYCWine.com connects customers with wine stores, but does not sell wine directly, nor does it deliver wine ordered through this website.
• Same Day - Delivered that day if entered by 7PM in most cases.  Some locations may have different  hours.  Orders being delivered to a business location will be delivered between 2pm and 5pm unless otherwise requested.
• Next Day - Operates like the immediate option but with delivery times available for the next business day and with no ASAP option.
• Overnight - This is the only option available for delivery to addresses outside of the New York City area.  Also, we can only deliver to 29 states outside New York.  Please see our Shipping Policy for complete information.  

What happens after I submit my order?
Your order is sent electronically in an encrypted format to the wine store the instant you click "Submit."  Your order is then reviewed by the wine store to confirm all inventory is available, and there are no issues with any specific delivery arrangement requests.  A store manager will contact you in the event there are any issues and your credit card will not be charged until you confirm and approve any changes to your order as submitted on NYCWine.com.  The wine store is able to retrieve your credit card information from NYCWine.com through a secure, encrypted webpage that only the wine store owner or manager can access. 
How do I know that the wine store received my order?
Once your order is received and confirmed for delivery by the wine store the status of your order will change from Pending to Confirmed.  If you are not contacted by the store within 2 hours of submitting your order and the order still shows online as Pending, please contact the store directly and provide them with your NYC Wine Order Number. You can find the phone numbers for each wine store by clicking here. Once you click on "Submit" on the Check-Out Page you will see the NYC Wine "Thank You" page with a link to the My Account section where you will be able to view and track your Order History.  When you successfully see the NYC Wine Thank You page you can rest assured that your order has been sent electronically to the wine store.  To review your order, history at any time you can login to your account online by visiting the Sign In page and then click on the link in the My Account secion for "Order History".

What do I do if I did not receive an email order confirmation?

• Confirm that you are receiving outside email.
• Check any spam or junk mail folders in your email account.
• Contact the wine store listed on your order receipt. (Click Here for store contact info)

You can also always check the status of your order by viewing your Order History online or by calling the store directly.  If your order is still set at Pending after 2 hours there may be a problem with your order and it is a good idea to confirm directly with the wine store that the order was received and confirmed.  You can obtain contact information for all our wine stores by visiting the Wine Store List on NYCWine.com.


How do I change or cancel my order after I have placed it?
To change or cancel and order, please call the wine store directly. The wine store’s name that is handling your order can be found on the Thank You page displayed after your order has been completed, on the confirmation email sent to you, and by viewing the order in your Order History.  The wine store phone number can be found on the Thank You page after your order is placed or at any time by visiting the Wine Store List on NYCWine.com or by logging back onto the NYC Wine site.

Who should I call to check the status of my order?
Please contact the wine store to find out the status of your order. The wine store’s phone number is provided with your email confirmation and on the Thank You page displayed after a completed order.

Can I save my credit card information?
No, we do not store credit card information for security reasons and the protection of our customers.  Often there are storis in the news about all types of corporations that have their customer's credit card information stolen and we have taken significant precautions to make sure this never happens to our customers.   For that reason, NYCWine.com DOES NOT MAINTAIN any user credit card information on file or online after an order is complete.  This is for your security.  Unfortunately, it does mean that customers need to re-enter their credit card information each time they place an order.  The wine store that fulfills your order is able to retrieve your credit card information from NYCWine.com through a secure, encrypted webpage that only the wine store owner or wine store manager can access.  After your credit card has been charged your order is finalized and your credit card information is erased from our database permanently.

When is my credit card processed?
After completing the check-out process on NYCWine.com and clicking "Submit" your order is instantly sent to the wine store(s) that will be fulfilling your order.  Your credit card is processed by the wine store after your order has been confirmed and delivery has been scheduled.

Is my credit card information secure?
You can safely enter your credit card number via our secure server, which encrypts all submitted information and transmits and stores such information in an encrypted state. NYC Wine uses a leading SSL encryption, to ensure all credit card data is transmitted and secured securely.

How much should I tip for delivery?
It is customary in NYC that delivery people are paid anywhere between 10%-20% of the total order not including tax.  If a delivery fee is already included in your order you do not need to also tip the delivery person.

How do I redeem a promotion code/coupon?
Enter the promotional code in the BIlling Information section of the shopping cart check-out process using the field for "Special Instructions".  The applicable discount may not always be calculated in the final price shown on NYCWine.com even though the coupon is valid.  After submitting your order you should contact the store or NYC Wine Customer Service to confirm your discount is valid.  In the event there is an issue with the promotional code or coupon you attempted to use, you will always have the option of canceling your order even after you submit the order on NYCWine.com.  The wine store phone number can be found on the Thank You page after your order is placed or at any time by visiting the Wine Store List on NYCWine.com or by logging back onto the NYC Wine site.

What if I have a confirmation email from the wine store but they have no record of my order?
If you have an email confirmation, then the wine store did indeed receive your order. Please contact NYC Wine Customer Service  immediately by replying to your order email confirmation (help@nycwine.com) or by calling our customer service at 800-442-6472.   

What do I do if my wine arrives and there is something wrong with my order?
If you received delivery and there appears to be a problem with your order, please contact the wine store directly for an immediate resolution. The wine store’s phone number is provided with your email confirmation. Of course, NYC Wine  customer service representatives are always standing by to help. You may contact them through email by replying to your order email confirmation (info@nycwinedelivery.com) or by calling 800-442-6472.  The wine store phone number can be found on the Thank You page after your order is placed or at any time by visiting the Wine Store List on NYCWine.com or by logging back onto the NYC Wine site.

How do I browse wine stores for delivery?
You can find wine stores and their locations by using the Google Maps feature on the Wine Store Page in order to find the wine store nearest to your location or just browse the list of wine stores provided.  When you search wines and enter in your zip code the website will automatically find the wine store's closest to you.  The closest stores offering free delivery or the lowest delivery charges will always have their wines displayed first in the search results.

How do I use the advanced search?
The Advanced Search tool shows up at the top of the wine list and wine search results pages.  If you are looking for Champagne, Prosecco, Cuvee or another type of sparkling wine select "Bubbly" from the search field labeled "All Colors".  To see wines available for free delivery you should leave this box checked, however, to see a full list of all available wines you should uncheck the box for free delivery.  You can always remove items from your shopping cart before you finalize an order.  Note: We recommend that you enter your delivery zip code before using the Advanced Search.

• Specific Wine Store -  Looking for a favorite wine store? Enter the all or part of the wine store name into the keyword section under the advanced options. Next, select the button for "wine store" and press the "Start Your Order" button. This will bring up all of the wine stores that include your keyword in their title. For better results, be sure to include your delivery address to find out if the wine store delivers to you.
• By Favorite Wine - To search for your favorite wine, simply type the wine name into the keyword search and click the "Start Your Order" button. This will bring up all items that include your keyword. For the best results, be specific when entering your keyword. For example, instead of just typing "merlot" and getting a broad range of wines, type "Napa Valley Merlot" to narrow the search. Again, you should include your address in order to find the specific item in a wine stores that delivers to you.

How do I save favorite wines?
To save a favorite wine, find the wine you want to save and then click the Add to Favorites" button next to the wine.  You can also save any wines from any of the previous orders in your Order History as a favorite by clicking the "Add to Favorites" button.  Visit the My Favorites page to manage all of your favorite wines in one convenient location.  There is a link to "My Favorites" at the top of each page on NYCWine.com.

How do I use the order history?
To view all orders placed through My NYC Wine account, just click on "Order History" in the My Account section after logging in to NYCWine.com. All of your NYC Wine orders will be maintained here and will allow you to review wines that you have ordered in the past so you can submit reviews, add to your favorites, or review charges. How do I order for a future delivery time?
You may specify a delivery time by scheduling a time with a service representative or by making a note in your order .  During the check-out process on the Billing and Shipping Information page you will be able to enter a message for a gift card or special instructions for delivery, including requesting a delivery at a specific date and/or time.  We can guarantee delivery on specific date if requested in writing.  However, we cannot guarantee delivery at an exact time of day, but will make every effort possible to fulfill specific requests.  There are many factors outside of our control such as weather, traffic and orders from other customers that may interfere with an intended delivery time.
What is the fee for using NYCWine.com?
There is absolutely no fee for using NYCWine.com.  We do not add on any additional charges to the customer that you would not pay if you went into a wine store in person, called over the phone or ordered online.  If you find a lower price on a bottle of wine at a store than is posted on our website please let us know and NYCWine.com will honor the lower price.  All additional delivery fees are charged and collected by the wine store and are set by the wine store's policy.  No delivery fees are charged or collected directly by NYCWine.com.

How is the wine pricing determined?
The wine stores are offer the same prices on the site as they provide in their stores.  In fact, some wine stores will offer you a discount on selected wines for NYC Wine customers exclusively, meaning ordering through NYCWine.com is often less expensive than ordering over the phone.

Is there a minimum to order?
No, but sometimes stores do have a minimum order amount for FREE delivery if you are outside of their neighborhood.  Each wine store determines its own delivery minimum.  The minimum  amount for FREE delivery and the delivery charge for orders under this amount are shown in the description of each store on the Wine Store Page. 

I forgot my username/password, what do I do?
Your username is the email address that you first registered with to create your account.  Please call us a NYC Wine Customer Service Representative if you have lost your email address or forgot which email address you used to register.  We will need to confirm a number of security questions about your account in order to provide a lost username to any customer.  To reset your password, click on the “Forgot Password" link on the homepage. You will need to enter your registered email address and a link to reset your password will be emailed to you. 

What if I have a corporate account through my firm?
If you are a NYC Wine corporate member, you can still use your company email address for your personal NYC Wine account, even if it's not linked to your corporate account.

Can I have two NYC Wine accounts with the same email address?
No. Since the email address serves as the login name for the account, you are only allowed to have one NYC Wine account assigned to an email address. To have another account, you need to register another email address.

Can I have multiple delivery addresses associated with one account?
You can set up a unique delivery address for each order.  Your account is connected to your billing address, not the shipping address.  To send wine to an address other than your billing address simply enter the desired shipping address into the "Shipping Address" fields when placing your order

Why I am getting a message that a wine store does not deliver to me?
The wine store service areas are determined by each individual wine store. When browsing by neighborhood instead of a specific address, there is a chance that a wine store does not deliver to your specific address. If you enter a specific address and zip/post code on Step 1, then you will be brought to all the restaurants that do deliver to you.

Where did all these wine ratings and reviews come from?
All of the wine ratings and reviews come from NYC Wine users, partners and reviewers from other sites who share content with NYCWine.com  If you have opinions about any wines on the site, be sure to rate and review them to help your fellow NYC Wine users! Selected reviews will be posted to the site.

Why isn't my review showing up on the site?
We're publishing reviews that we think are helpful and relevant to other NYC Wine users.  If you don't see your review posted after 24 hours please contact our editorial department at reviews@nycwine.com. Even if your review doesn't show up, your rating is always saved and factored into the Wine/Wine Bar's star rating on NYC Wine.

How do I share my opinion about a particular wine or wine store?
There are many opportunities throughout the ordering process to add your rating and review of a wine. Wherever you see a wines rating displayed, logged in users will be able to click on it to add a rating and write a review. Wine Stores cannot be reviewed.

How come you don't have My Favorite Wine Store listed on NYC Wine?
NYC Wine is a demand-based system designed to bring you a wide variety of the best wine stores in your area. If you know of another wine store that you think would be a good addition, just suggest it to them and pass along the store name to us.  We'll do our best to add them to our Web site.

Can I help get my favorite wine store on NYC Wine?
Of course! You can tell the manager of the wine store that you would love to be able to order from them on NYCWine.com.  We appreciate your help in getting the word out to neighborhood wine stores.  The more stores that join NYCWine.com the greater the selection will be for all our customers and the easier it will be to compare wine prices and delivery charges to make sure you are always getting the best deal possible on your wine purchases.

How does a pick up order work?
The ordering process is the same as a standard NYC Wine order - enter your starting address (where you'll be picking the order up from), choose from the wine stores available for pick up, add items to your order from the inventory (no need to worry about delivery minimums!), checkout and pay with your credit card, then go get your wine (that means no delivery tip necessary!).  Important : You will need to have your ID when picking up or accepting your order.