Customer Service

Do you have questions about an order, our shipping terms, or our policy on returns and Pre-Arrival purchases? We've pulled together a list of to helpful topic areas to help you quickly resolve questions you may have about purchasing items in the Dall'Uva Shop. Please select from the list below.

If you can't find the topic you need, you can contact us using our online E-mail system.

CUSTOMER SERVICE TOPICS

ORDERING

Orders can be made securely online using Visa, Mastercard, Discover, American Express, and PayPal.

Credit card authorization must be obtained before an order is processed.

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BUYING ALCOHOLIC BEVERAGES

Dall'Uva does not sell alcohol to persons under the age of 21.

By using our website & placing an order with us, you swear and affirm to us that you are over the age of 21, and that the person receiving your shipment of alcoholic beverages from us is over the age of 21.

The State and Federal laws around selling alcohol to persons under 21 are very strict, and for the safety of our customers & compliance with these laws, we maintain a zero-tolerance policy on sale & delivery of alcohol to persons under the age of 21. If you misrepresent your age in order to provide alcohol to a person under the age of 21, we will inform the authorities and take legal action.

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SHIPPING AND HANDLING

Shipping restrictions on wine (state laws)

Any wine sold to you by us is sold in California, and title to the wine passes to you, the buyer, in California. The buyer is solely responsible for the ensuing shipment of wine. By placing any wine order with Dall'Uva, you authorize Dall'Uva to act on your behalf to engage UPS to deliver your order to your selected destination. We make no representations concerning your legal right to ship or receive wine into any state outside California. The buyer is responsible for compliance with their State Laws regarding wine import and taxation (if any). Our sales obligation is fulfilled when the purchase leaves our warehouse under UPS way-billing to your requested destination. Title to goods shipped has then passed to the buyer, and the buyer is responsible for risks of loss or damage in accordance with UPS policy and procedures. We would specifically point out to you that UPS does not accept claims for weather-related damages (heat or freezing). (As interstate shipping laws are constantly changing, you may want to check with the appropriate agency in your state or county. See here for more information.)

NOTE:  If we cannot ship wine to the destination you request due to that state's liquor laws, you will be notified during check-out.

Accepting Delivery

All deliveries require the signature of an adult over the age of 21. By purchasing wine from Dall’Uva you are accepting the responsibility that the wine will be delivered to someone of age 21 or older. WE’RE DEAD SERIOUS: DO NOT ORDER WINE IF IT IS NOT GOING TO BE DELIVERED TO AN ADULT 21 YEARS OF AGE OR OLDER.

How we ship your order

We ship your wine & items via common carriers such as UPS, FedEx, and GSO. A shipment notification will be sent to you by email when your order is shipped. Standard (ground) delivery takes 3-10 days depending upon where you live.  The shipping time is quoted to you when you check out, and depending upon your state.

During the cooler spring, fall and some winter months, our standard Ground Shipments are shipped on Monday through Friday.

When available, 2 Day Shipments are only shipped Monday, Tuesday and Wednesday.

Our Expedited Shipments are only shipped Monday, Tuesday, Wednesday and Thursday. While we know it is sometimes expensive, we highly recommend Expedited Shipping if you are on the East Coast to ensure quality, particularly during times of very hot or very cold weather.

At Dall'Uva, we take very special care of our wines for you, and we store it in temperature- and humidity-controlled warehouse. We also use special packaging for shipping wine.

As a result, your wine will be shipped separately from any other items that you order (like books, maps, etc). That means that if you order wine with other items, you will receive 2 more more shipments separately.

When we ship your order

Wine orders received by 3PM Pacific Time (6PM Eastern) typically ship the next business day, weather permitting. Orders received after 3PM will ship the business day after that, weekends and holidays excluded.

If any of your items are not available for immediate shipment, you will be contacted. You can then choose to either hold shipment until all of the items are available, or we can help you substitute the item with an alternate suggestion.

In the rare case when a wine or item sells out and our website has allowed you to purchase it anyway, we will contact you with our apologies and our recommendation for a substitute vintage, comparable varietal or item, or the option to cancel the order completely.

NOTE: In the case of extreme weather conditions (hot or cold) we may delay the shipping date of your wine order to ensure quality & protection of your wines. You will be contacted if this is the case.

Where your order can be shipped

We cannot ship to PO boxes or APO/FPO addresses.

We can only ship within the US. However, we cannot legally ship wine to some states. To see where we can ship wine, check your state.

Sorry, we do not ship to Canada or overseas at this time.

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RETURNS, REFUNDS & PRE-ARRIVAL ORDERS

If there is an error in an order on our part, contact us within 30 days of receipt of the product and we will work it out as quickly as possible.

A good experience makes for a loyal customer, and customer loyalty is something we love. With this in mind, your order history will be reviewed as we go wild trying to make you a happy customer.

Refunds are posted to the credit card used for the purchase, as soon as the returned product has been received by our warehouse in acceptable condition. Since we cannot control bank processing time, please allow 1-2 billing cycles for the refund to appear on your credit card statement.

Pre-Arrival Purchases

To be clear, we only sell wines & items that we own and have arrangements with the producer or distributor to ship to us. In some cases, the wines & items are enroute to us and we offer "Pre-Arrival" reservations & purchases for high-demand wines & items. Therefore, payment is due on Pre-Arrival wines & items at the time of purchase.

We are wine enthusiasts ourselves, and we take the highest care of our wines when transferring from our producers and store them in temperature- and humidity-controlled spaces. That said, we will delay the shipment of any and all of our wines if we feel the temperature/season is unsafe. We’d rather that you receive your wine later, and perfect, than sooner and damaged.

While we guarantee the delivery of Pre-Arrival wines & items, many of the factors in the delivery are beyond our control. We do the best we can to estimate the expected arrival times of your Pre-Arrival purchase, but we cannot guarantee any specific arrival dates. Please keep in mind, delays can arise unexpectedly (labor strikes, FDA delays, etc.) and we are occasionally given inaccurate and/or incomplete information by our shipping agents.

If at any time you feel you need to cancel your Pre-Arrival order before it is shipped to you, you may do so. We will refund you the original purchase price less a 15% cancellation/processing fee.

Wine Returns

Returns are subject to a 25% restocking fee, unless there is an error on our side.

Undrinkable and "Corked Wines" – No Refunds

Because we do not produce or bottle any of the wines we sell, and since the character of wine changes with age, we cannot guarantee the personal "drinkability" of every bottle we sell. It is the industry standard for shops like ours, and it is our policy, that wines older than 10 years are purchased "as is" and at the buyer's risk as to the drinkability of the wine.

This policy includes "corked" wines (those tainted with TCA and smell of wet cardboard). This wine fault occurred during the maturing/bottling of the wine at the winery and is completely out of our control. Unfortunately, only the winery can solve a problem with "corked" wines.

We do not issue refunds on wines that are deemed undrinkable or "corked."

Please note: While we do everything in our power to ensure your wine is of the finest stock available in the world, WINE PURCHASED THAT IS OLDER THAN 10 YEARS IS NOT GUARANTEED IN ANY WAY.

Insurance Requirements

Because all wine purchased from us is sold in California and title passes to you (the buyer) in California, you are responsible for the shipment of your wine, including insurance. As a favor to our customers, insurance for breakage is including in your shipping costs at the time of your purchase. Please note, weather damage is NOT covered by this or any other insurance.

In The Event Your Shipment is Damaged

We will refund insured purchases only for the breakage of wine while in transit to you. We cannot refund shipments for any other types of damages, including the damage to labels, the failure or damage to corks and capsules, spoilage, and all other forms of damage — Shippers like UPS and FedEx explicitly do not cover these kinds of damages. If you receive wine bottles that have been broken during shipping, please contact us directly within 24 hours of receiving the parcel — broken bottles must be reported promptly, or the shipper will not accept the insurance claim. Note that weather damage is NOT covered by any insurance, and we will not be responsible nor will we replace bottles damaged by the weather.

Non-Wine Returns

All non-wine items (books, maps,glassware, sundry items) ship directly from our warehouse to you. A 15% restocking fee applies to any non-wine returns, as well as return shipping costs, unless the error is on our side.

Used glassware cannot be returned. If your glass has been used, it will show and we can not accept a return.

Breakage: Should a glass break in transport, please contact us immediately and we will replace the broken item. Please keep the broken glass for a possible return shipment to us, in the event we need it for insurance purposes.

Mis-Priced Products or Services

If we have made a mistake in the pricing of products or services listed on our website, or granted a rebate or refund in error, or simply made a typographical error resulting in incorrect pricing or charges, we have the right to refuse or cancel an order.

We don't expect this to happen, but we hope you can understand that a pricing, rebate or refund mistake is still a mistake, and we will need to correct it, even if we've already confirmed the order or charged your credit card. Of course, we will immediately issue a credit to your credit card account in the amount of the charge, or offer you a store credit if you prefer.

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CONTACT US

The best way to contact us is via our contact page. There you can contact us by email, or call us on our Customer Service line.

Please feel free to contact us by mail as well:

Dall’Uva LLC
PO Box 2089
Los Gatos, CA 95031

Cheers!

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