Customer Service

FAQs – Ordering

Ordering Info | Go to Section »

  • Can I place an order online?
  • Can I place an order over the phone?
  • Why have the items in my cart or shopping list changed since my last visit to the website?
  • How do I search for wines that are rated by publication or individual (Wine Spectator, Tanzer, etc.)?
Product Availability | Go to Section »

  • Why can I find an item in one store and not another?
  • Why can I not find spirits on your site?
  • Why do I need to select a store or state to shop from?
  • Why was an item cancelled from my order?
 
Payment | Go to Section »

  • Can I use my gift card online?
  • Is it possible to change or cancel an order?
  • What is "+ Deposit", "+ CRV", or "+ Recycle Fee" next to some items?
  • What types of credit cards do you accept?
Promotions, Special Offers | Go to Section »

  • Do you offer a case discount online?
  • How do I know what products qualify for discounts
  • How do I receive special offers and promotions?
  • How do I redeem my Promo Code or coupon?
  • Why does my store not accept coupons?
 
Ordering Info

Can I place an order online?

Yes. Wine, Beer, Spirits and More can be purchased on our website. Free in-store pickup is available in all stores, and shipping is available in select states. Find more shipping and in-store pickup information. (*Spirit sales where allowed by law.)

Can I place an order over the phone?

Yes. Please contact Customer Care at 1-855-330-6673. We have agents ready to assist you in placing an order on your behalf.

Why have the items in my cart or shopping list changed since my last visit to the website?

Product selection and availability is subject to current inventory and store selection. If a product you are looking for is not available, please contact Customer Care, or make another selection from available inventory.

How do I search for wines that are rated by publication or individual (Wine Spectator, Tanzer, etc.)?

Products that have been rated and reviewed are available through the filter labeled Rating Source, found within the left-hand navigation.

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Payment

Can I use my gift card online?

At this time, Gift Cards cannot be redeemed online. Gift Cards are accepted in-store at all Total Wine & More retail locations.

Is it possible to change or cancel an order?

Yes. If you would like to change or cancel your order, please contact Customer Care.

What is "+ Deposit", "+ CRV", "+ Recycle Fee," or "Spirits Tax" next to some items?

Total Wine & More may be required by state law to pass certain taxes or fees onto customers at the time of purchase. These fees are required by law and are not for profit.

• Deposit – Additional deposit (ex, Kegs)
• CRV – California Redemption Value
• Recycle Fee – Delaware & Connecticut recycling fee
• Spirits Tax – Washington State spirits tax

What types of credit cards do you accept?

American Express, Discover, MasterCard and Visa.

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Product Availability

Why can I find an item in one store and not another?

Product selection and availability are subject to current inventory and store selection. If a product you are looking for is not available, please contact Customer Care.

Why can I not find spirits on your site?

Product selection and availability are subject to current inventory and store selection. If your preferred pick-up location does not carry spirits, you will not be able to shop for spirits online.

Why do I need to select a store or state to shop from?

Product selection and availability are based on store inventory. If a product you are looking for is not available, please contact Customer Care.

Why was an item cancelled from my order?

We strive to keep our online inventory availability as accurate as possible, but sometimes an item will unexpectedly go out of stock. In these rare cases, the unavailable items will be removed from your order. You will receive an email notification when any items are removed from your order. Unfortunately, we do not have the ability to hold orders until inventory comes available due to the nature of our products. If you have a question about a cancelled item or order, please contact Customer Care.

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Promotions, Special Offers

Do you offer a case discount online?

Yes, case discounts are available for qualifying items purchased in-store or online. Discounts may vary by state and are automatically applied at checkout to applicable items.

In AZ, CA, DE, FL, MD, NC, NJ, NM, NV, SC, TX, VA & WA, discounts are available for WINE items (750ml and 1.5L sizes only) with a price that ends in "9."

In CT, discounts are available for WINE (750ml and 1.5L sizes only) and SPIRIT items (750ml, 1L and 1.75L sizes only) with a price that ends in "8."

How do I know if my coupon will work for my order?

Every coupon and promotion varies.  Please refer to the details or disclaimer included with your coupon for eligibility. 

How do I receive special offers and promotions?

We extend a variety of special offers, event notifications, coupons, limited time discounts and more to members of our email list. Sign up for our emails here.

How do I redeem my Promo Code or coupon?

Promo Codes can be entered during the Checkout process for special offers or discounts. Promo Codes are only valid on online purchases or orders placed over the phone. Coupons can be presented in-store at time of purchase. Please check your coupon offer to determine eligibility. Only one Promo Code can be used per order. Promo Codes expire at midnight (local time) on the Expiration Date. Promo Codes and Coupons are subject to their own individual terms, conditions and limitations and are subject to change. For Shipping-based promotions, you must select your Shipping Method and enter your Zipcode before applying the promo code.

Why does my store not accept coupons?

At present, all states except Georgia and Texas allow the use of coupons for alcoholic beverages.

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