Customer Service

Have a question about our products and services? Below you'll find answers to many frequently asked questions.

• Which currency do you charge in?

  All prices are listed in Canadian Dollars.

• How to place an order

  Orders may be placed via our website and by telephone.

  Ordering Online

  • Browse our selection of wines and wine accessories and add desired items to your shopping cart.
  • When you have finished adding items to your cart, proceed to checkout. During the checkout process, you will be prompted for personal, delivery, and billing details.
  • Review and submit your order. Prior to submitting your order, you will have an opportunity to review your purchase and account details. If the information you have entered is correct, select the "Submit Order" button. Once your order has been submitted, you will receive an e-mail confirmation containing all the details of the order such as items purchased, the price breakdown, payment method, and delivery information.

  When you place an order with WineOnline.ca, you effectively create an online account with us. You may log in to your account at any time to view the status of orders and to view your entire order history with WineOnline.ca. Also, by logging in to your account on your next visit, you can quickly put together orders and checkout with only a few clicks.

  Placing Orders By Phone

  To place an order by telephone, please contact a WineOnline.ca representative at (416) 538-0212 or toll free at 1-877-714-9463.

• Who can place a wine order?

  To place and/or receive a wine order, you must be 19 years of age or older and must present two pieces of valid government issued identification upon receipt of your order. Additionally, liquor may not be sold or supplied to a person who is, or appears to be, intoxicated. Please be advised that there are substantial penalties under the Liquor Licence Act for breach of these laws.

  Drink Responsibly

  WineOnline.ca urges you to always drink responsibly and moderately and to never drink and drive.

• Our refund policy

  Wine can be returned within 30 days of purchase for store/website credit.

• Accepted payment methods

  WineOnline.ca accepts the following payment methods: Visa, MasterCard, American Express, cheque, money order, and cash.

  Please be advised, that in compliance with Ontario liquor regulations, we are unable to deliver private orders until payment has been received in full.

  Cheques and Money Orders should be payable to WineOnline.ca and should be delivered to:

  WineOnline.ca
  166 Ossington Avenue
  Toronto, ON
  M6J 2Z7

• Delivery methods, schedules and rates

  With the exception of Private Order wines, all WineOnline.ca products are shipped anywhere in Ontario within 4 business days. As products may originate from various locations, items may ship separately when ordering multiple items.

  Delivery Rates

  To determine how we calculate delivery, click here.

  Delivery Methods and Schedules

  Product Type	Delivery Method	Arrival Time
  Wine: Regular Stock	Canada Post Expedited or Other Courier (downtown Toronto)	1-4 business days
  Wine: Private Ordering	Canada Post Expedited or Other Courier (downtown Toronto)	1-12 weeks, as noted
  Glassware	Canada Post Expedited	2-4 business days
  Books	Canada Post Expedited	2-4 business days

  Additional Delivery Notes:

  • If you are not available to receive a delivery, your wine will be redirected to the nearest Canada Post location. Additionally, a card will be left in your mailbox informing you that a delivery attempt was made, and it will include the address of the Canada Post depot where your goods may be obtained.
  • Government regulations require that individuals receiving wine orders are 19 years of age or older and are not intoxicated. Delivery agents are obligated to ask for proof of age (requiring two pieces of government issued identification with proof of age) and a signature of receipt.

• Missed Deliveries

  If you are not available to receive a delivery, your wine will be redirected to the nearest Canada Post location. Additionally, a card will be left in your mailbox informing you that a delivery attempt was made, and it will include the address of the Canada Post depot where your goods may be obtained.

• Tracking your order

  After placing an order, you may track its status by logging into your online account. The status of an order will be either Pending (order submitted), Approved (payment received), Delivery In Progress, or Delivered. Orders are updated several times daily.

  If you require additional information regarding the status of an order, please contact us by telephone at (416) 538-0212 or e-mail service@wineonline.ca.

• Accessing your account online
  Once your account has been created (i.e. after you first order has been placed), you may login by going to the Account Services page and entering your username and password.
  
  Upon a successful login, you will have access to your account holder details and order history.
• Retrieve forgotten password

  To retrieve your account login details click here.

  You will be required to provide your email address. If a matching account is found, your login details will be sent to the email address provided.

• Buying Restrictions

  You must be of legal drinking age to purchase and/or receive beverage alcohol. Other restrictions may apply.

• Cancelling orders

  If you would like to cancel an order, please phone (416) 538-0212 or e-mail service@wineonline.ca as soon as possible.

  While we will do everything we can to accommodate your request, our order fulfillment and delivery processes are designed to get your orders on their way quickly and efficiently. Therefore, we cannot change or cancel your order once it has entered the delivery process.

• Receipt of damaged goods

  While receipt of damaged items is a rarity, on occasion bottles and glassware may arrive broken. Rest assured, WineOnline.ca will promptly replace or refund your order. If your order arrives damaged, you may either:

  • Refuse the delivery. In such instances, the package will be returned to WineOnline.ca. Please notify us of the damaged items and we promptly replace or refund your order.
  • Accept the delivery. If you accept the delivery, you may enjoy the unbroken items immediately and we will replace or refund the damaged items. In such instances, we ask that you notify us at your earliest convenience.
• Website security

  Customer security and confidence in our services is very important to us. To this end, we take great care to protect the privacy of your personal and billing details.

  WineOnline.ca employs several layers of security technology to help ensure the confidentiality of transactions across the Internet. All confidential or otherwise sensitive information is transferred and stored in encrypted form.

  To ensure maximum security, we encourage you to always use a current web browser with 128-bit encryption (one of the highest levels of browser security available today) while shopping on our website.

  To determine your web browser encryption level, view a secure page (as noted by the https in the address bar) and place your mouse over the LOCK ICON on the bottom-right of the page. If your encryption level is less than 128-bit, it is suggested you update your web browser.

  To receive a free Internet Explorer, Netscape, or Firefox web browser update, please visit:

  Internet Explorer Update | Netscape Browser Update | Firefox Update

• Reporting website errors

  If you notice a typo, a faulty link or other error on our website, we would be grateful to hear from you. Please send comments regarding our website to service@wineonline.ca.

Contact WineOnline.ca

Have a question or comment? Let us know.

Telephone Service Available

Monday-Friday: 10am-6pm (EST)

Phone: 416-538-0212
Toll Free: 1-877-714-9463
Facsimile: 416-538-8015
Email: service@wineonline.ca

WineOnline.ca
99 Atlantic Ave, Suite 100
Toronto, Ontario, Canada
M6K 3J8