FREQUENTLY ASKED QUESTIONS

ABOUT


MEMBERSHIP


SALES EVENT


RETURNS


PAYMENT


CREDITS


GIFT


SHIPPING


ABOUT


What is invino?

invino, the first ever private soration: none;"ales site for wine, is an online shopping destination centered around great wine at outstanding prices. We offer Members everything from 100-point cult wines to undiscovered gems; from Cabernet and Chardonnay to Charbono and Alicante Bouchet. The hand-selected offerings come from literally everywhere, matching or better than the lowest price online (and prices up to 70% off retail). We work directly with top wineries, partnering to bring delicious, authentic, terroir-driven wines to our Members - every day of the week.

How can I become a member of invino?

Registering is fast, easy and free. Simply click here to create an invino account.

What is a Captcha?

A CAPTCHA is a series of letters and numbers, here to prove you're human; a program that can generate and grade tests that humans can pass but current computer programs cannot. For example, humans can read distorted text, but current computer programs can't. To complete registration, simply enter the text that appears in the Captcha graphic in the box below; it is case indifferent.

Who sources the products I see on the site?

The invino Sourcing Team is made up of a group of industry insiders and respected, passionate wine experts, with an average of 30+ years working with wine (including award-winning Sommeliers and Master of Wine candidates). The Sourcing Team connects with their vast list of close industry contacts to secure beloved wines for Members.

What are Insider Points? How does this rating system differ from other ratings I see?

The 100 point scoring system has been a wine industry standard for wine reviewers because it is easy for consumers to evaluate and understand.

Our ratings methodology follows the same tradition, but with a twist: we rate wines based on their peer tier by the price offered Inside. Because our Panel often tastes and subsequently rates wines that are older vintages or at a substantial discount to their retail price, our ratings may differ from a publication. For instance: a $35 bottle of Pinot Noir that we offer for $20 would be rated by our Panel against other bottles of Pinot Noir that sell ~ $20.
This is a simple and equitable way to help determine if a wine is worthy of presenting to Members, the wine's accurate quality-price ratio, and what each wine offers for the future based on when the wine is accessed.

I'm a supplier/producer and would like to see my products offered on invino. Whom can I contact about this?

Contact one of invino's sourcing directors at

sourcing@invino.com. What is your privacy policy?

Our Members' safety and privacy are our utmost priority at invino. Member data will never be sold to third-party marketers. For more information, please visit our privacy page.

Membership

What are the benefits to being an invino Member?

Access to private wine sales events and accessing unrivaled value. But even more so, the entire invino team is based in the heart of wine country, surrounded by some of the greatest vineyards and wines in the world.

What is Premier Membership?

Premier Members are the most loyal invino Members; our little "thanks" is a series of private offerings, preview access and the first look at what's Inside. This access is based solely on order history, and upgrades occur on a weekly basis.

What is inClub?

inClub is the first-ever, wholly personalized wine club. Tailored to your preferences, inClub shipments are hand-selected by our Panel based on individual selections and your personalized invinome. The inClub is based on an algorithm twenty years in the making, the pet project of an internationally renowned Master of Wine. To learn more about inClub, take the invinome quiz, or to join inClub, check out

inClub. Do I have to join in order to place an order?

Yes. Because invino offers near-unbelievable prices, we keep the prices private to protect the price from the public sphere.

Can I invite my friends to join?

Wine is social - so we love building the invino community with your friends and family*. Our little way of saying "thanks" is a $20 credit into your account whenever your invited friends make their first purchase; just click on

Invite Friends

and follow the steps - just make sure your invitee uses the link sent in the email to create their account. When one of your friends makes a first purchase, your credits will post to your account when your friend's purchase is en route. You can view your credits by logging in to My Account and clicking on the My Credits tab.
*Invite a Friend is not available to members of the same household. You will still be able to send an invite, but no credits will be applied to your cart.

How do I change my password, email address or shipping/billing address?

You can modify any or all of these details by going to My Account and clicking on Account Information.

What do I do if I forget my username or password?

Click "forgot your password?" on the sign-in page, enter your email address, and a password recovery email will be sent to the email used on sign-up. If you still have problems signing in, give us a call on our toll-free number, and we'll reset your password in a snap.

How can I provide feedback?

We love hearing from our Members! Contact memberservices@invino.com, or send us a Twitter Direct Message (@invino_buzz) or a Facebook message.

How can I unsubscribe from the sales event email notifications?

You can unsubscribe from invino emails without losing your account; you'll find an unsubscribe option on every email we send, and even if you choose to unsubscribe, you can still log in to your invino account to browse and shop anytime.

Sales Events

How Do Sales Events Work?

We launch sales events on a regular basis after the previous offer is closed. Each sale lasts between 24 and 96 hours, and we'll let you know via an email notification what's new Inside. You'll always find a wide range of wine offerings; in general, we offer 2-4 new wine sale events each day, including Popup Shops, Large Formats, and Cellar Collections of our favorites.

How long can I keep items in my shopping cart?

We will hold your selections in your shopping cart for fifteen minutes. If you don't purchase within this timeframe, it will be removed and made available to other Members. An alert will appear on your screen when your cart is about to time out.

What does it mean for a product to be "On Hold"?

"On Hold" means that a product is in another Member's cart, but has not yet been sold out; so there's a chance the item may be available after the cart expires.

What is inStock?

inStock is invino's latest innovation to provide the best Member-preferred pricing again and again. inStock shows which wines from your order history are available again to order. If there's more, there will be a "buy now" button next to the name of the wine. A live view of what's available Inside, it's more of what you love, just a click away. To order through inStock, simply go to Order History and click "Add to Cart" next to the wines you'd like more.

Returns

What is the invino Palate Guarantee™?

At invino, it's our mission to share the world's best wines at the guaranteed best values to be found online. Wines that are well known (and loved) and new discoveries alike. While we work hard at providing our Members with as much information as possible, to make selections that best fit their personal tastes, the reality is we cannot assure every bottle will be enjoyed. For that reason, we offer our Members our Palate Guarantee™.
If for any reason you experience a problem with the quality/taste of a bottle, we invite you to please email us at memberservices@invino.com within 30 days of your purchase for an instant credit to your account. Simply provide the details of how the wine did not meet your satisfaction, and we'll take it from there. Your Insider Credits will then be available to use on any future wine you'd like.
In the event you have unopened bottles to return, we will happily send you a return label and will process the same form of Insider credits (minus the cost of shipping and tax) .
A unique guarantee, it's all to support our mission for our Members to further explore and discover new and exciting wines.
Following wine-trade traditions, all bottles seven years or older are purchased at the buyer's risk.

How long does it take to process a refund?

Returns will be processed as soon as possible after the returned bottles arrive at our headquarters. Please allow up to 2 weeks after transit.

Payment

What is Good Company Wines?

Good Company Wines is the parent company of invino. Charges on your credit card statement will be under the Good Company Wines name.

What forms of payment are accepted by invino?

invino accepts payments from Visa, MasterCard, Discover and American Express.

Can I buy over the phone?

It's fastest and easiest to order online; if you have any trouble, give us a call at our toll free number (800-518-2127), and we'll be glad to assist in any way.

Is it safe to use my credit card to make purchases on invino?

Yes - without a doubt. Using our secure server, your information is fully protected. For more details, visit our privacy page.

Can I change my credit-card information?

Yes. To update any account information, including your credit card on file, simply go to your account page and click "change credit card."

When will my credit card be charged?

Your credit card will be charged through our secure system within 24 hours of purchase.

Can I use credits toward my purchase?

Absolutely! Credits may be used to purchase any wines, accessories, and other offerings on the site; credits, however, may not be applied toward any shipping offers or sales tax, or be combined with other offers.

Will I be charged sales tax?

Sales tax is currently applied only to shipments made in California and New Hampshire.

Credits

Do my credits expire?

Credits will not expire unless specified during a specialized promotion; if they are in danger of expiring, we'll let you know via email.

I referred a friend who then placed their first order. Why don't I see my $20 credit yet?

The invite your friends process is based on the friend using a specific invite link to sign up for invino. If they did not use that link to sign up, they will not correctly register as one of your invitees. We can access this information offline, however, so if you don't see your credit within 10 days of your friend's purchase, email us at memberservices@invino.com.

Gifts

Can I include a gift message or gift wrapping with my order?

Every product on the invino site includes a gift message and a customized invino card; just select "This order is intended as a gift" at checkout, and type your gift message in the space provided.
Gifting options are often product-specific or shop-specific; look for messaging that specifies that a product includes gift wrap or gift wrap options.

Can I return an order that I received as a gift?

Yes. Simply call our Member Services team and we'll process the return according to our Palate Guarantee process.

Do you offer gift cards?

We offer eGift Cards for any amount.

Shipping

What is consolidated orders?

HOW IT WORKS

  • Order what you want, when you want it.
  • Incur just one shipping fee up to 12 bottles.
  • Store the wines in our temperature controlled warehouse at NO added charge.
  • Release your wines, when you want them.

Cool, right?

+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

It's So Simple!

At checkout, select 'Consolidated Orders' from the shipping dropdown options.

The flat rate shipping charge will be applied to your first order. Subsequent orders, adding up to a total of 12 bottles, will all consolidate under this initial order and as such, will not incur shipping charges.

All wine selections with shipping included (of course!) ship free of charge!

More to Know:

Once you place an order and use the Consolidated Orders option, your future orders' default shipping selection (up to the 12-bottle point) will be Consolidated Orders. Hence: nothing to do or remember!

Your order(s) will be processed and the inventory will be held for you at our warehouse until such time you decide to release it for shipment.

When ready to receive your wine(s), simply access your account profile screen and 'Release' the orders you want shipped then

*Note: in the case where more than 12 bottles are available to ship, a minimum of 12 bottles can be released at a time.

There is no time limit to storing your wine with us; stay as long as you like.. *Orders stored beyond one year (365 days) may be subject to additional storage, fees (though we'll be in touch long before then)

That's it! Easy. Smart. Cool.

+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

Have further questions or suggestions? Please feel free to reach out here: memberservices@invino.com.

* While we are happy to continue to offer our Local Pick Up option, at this time we are not able to consolidate Local Pick Up orders.

How long will it take for my order to ship?

Subject to inventory availability, orders placed before 1 PM PST will be processed and shipped the same day. Orders placed after 1 PM PST are shipped the next day.

During cold or warm weather shipping months, wine delivery may be delayed by a few days to a week or more to ensure safe delivery.

Residents of: AL, AR, KY, MS, NH, PA, due to strict direct shipping laws in your state and the need to clear all transactions through a third party, orders may face additional delays. Our third party distribution partner picks up from our warehouse one day per week, so ship times will be extended anywhere from an additional two days to two weeks.

Can I have a product shipped internationally?

Unfortunately, at this time we're unable to ship outside the United States.

Can I track my order?

When your order is en route, the carrier will send an email to your invino account's email address to inform you the estimated date of arrival for your wine.
*Please note: Many shippers send an automated shipping notification immediately after the order is processed; this gives an inaccurate date of arrival. Please wait until your shipment is en route before acting based on the carrier's estimated arrival date.

How much does shipping cost?

Shipping wine can be a complicated and pricey endeavor, so the invino shipping department subsidizes shipping costs to deliver the best shipping price for our Members. That means that for all orders $50+, shipping is $5 in California and $10 in the rest of the states year-round; an added handling fee may apply in certain states. *Note: during the warm weather months, special packaging shipping options are highly recommended (but not required), which call for an added fee.

Can I expedite shipping?

Yes - simply select your shipping option of choice at checkout, including 3 Day Select and Next Day Air. Please note that normal processing time as described above still applies.

Can I request an alternate or postponed shipping date?

Absolutely. Simply use the calendar feature to specify the date you'd like your wine to ship, and we will store the wine in our temperature controlled facility until your chosen ship date.

Should I ship to my home or work address?

We highly recommend shipping to a work address to ensure that someone 21 years or older will be available to sign for the shipment.

Do you offer cold and warm weather shipping options for wine?

We offer warm weather shipping during the summer months; this will be activated as soon as our shipping team deems it appropriate, and we'll notify you during checkout when that time occurs. If you have any concern about the safety of your wine, specify under "Special Shipping Instructions" to hold your order in our temperature-controlled warehouse until the date you see fit.

Can I have an order shipped to a P.O. Box?

Unfortunately, no; because of the alcohol regulations, someone 21 years or older must be available to sign for the shipment, so we do not deliver to P.O. Boxes.

Will I have to sign for my package?

Yes. Due to alcohol regulations, someone 21 years or older MUST be available to sign for the wine shipment. For this reason, we strongly recommend shipping to a business address.

How do I select local pickup?

We offer local pickup options for Members to our Sonoma office. A Member of our shipping team will call you to notify you when your local pickup shipment is ready. Location for local pickup is as follows:

  • Sonoma Headquarters: 19698B 8th St East Sonoma, California 96476
    Office is located in the third building, the first door on the left.

Don't see what you're looking for?

Send us your question:

Send an email to memberservices@invino.com

Last updated on June 10, 2013