May I make additions and/or substitutions to my shipment?
Absolutely! Members can make additions or substitute wines in their club shipment by replying to their release email, emailing us at firstname.lastname@example.org, or calling us at 707-963-5783. We ask that any substitutions are of equal or higher value to the shipment created for the club.
How do I know when a shipment is coming?
We communicate what is in the club shipment and when it is coming via email. We will send out the club email one to two weeks before we charge for the shipment. The shipments are then packed by our staff and are shipped out about 2 weeks after charging for the order, weather permitting. Members will receive an email with a tracking number for their shipment.
What is the cancellation policy?
Customers who cancel their club membership prior to receiving at least two club shipments will be responsible for reimbursement of all discounts and perks received during membership (tastings, events, etc). All cancellations must be received in writing via email and must be received at least 2 weeks prior to the scheduled ship date in order to be applied to the upcoming shipment.
Can I put my membership on hold?
Members may suspend shipments for a maximum of half of the yearly club allocation. Please contact us and we will be happy to assist you.
What happens if I miss my delivery?
We are only able to guarantee the quality of the wines up to the first delivery attempt, so members need to contact us if a delivery is missed so we can discuss alternate delivery options. We will be happy to hold shipments if members are out of town or are unable to accept their shipment. If the club shipment is returned for any reason, the return and reship fees would be the full rate charged by the common carrier to Casa Nuestra Winery.
Can I pick my release up at the winery?
Absolutely! Members who pick up their shipments are usually local, however if members are out of state and want to pick up their shipment while they are visiting the Napa Valley, please let us know before we ship the wine. We will hold your shipments at our winery, so please submit an appointment request when you want to pick up your wine.
What if it’s hot out when you ship the club wines?
We and our shipping provider watch weather patterns during warmer months and use temperature controlled trucks to hubs across the country to assure wine quality during the shipping process. These hubs are not available in all parts of the country, and the transport from the climate-controlled hub to your delivery address is not temperature controlled, so the wine may still be subjected to heat damage. In extreme conditions, we will suspend shipping to specific areas until the risk is mitigated. You may choose to override our shipping policy, but we will not accept returns or provide refunds for spoiled wine that was not shipped according to our shipping policy.
Please contact us if there is concern regarding specific shipments. We recommend that members in states with extreme weather switch to or join one of our semiannual wine clubs to avoid holds on your shipment during the summer months.
What if I received a damaged bottle?
While we make every effort to ensure your wine arrives in the same pristine condition as when it left the winery, we cannot control what happens to your shipment in transit. We do use post-consumer packing products as part of our commitment to using environmentally friendly products instead of using styrofoam. We guarantee the condition of the wine up to the first delivery attempt, so please make every effort to have someone 21+ to sign for delivery. If a bottle is damaged during a shipment, please email us photos or call us so we can resolve the issue.