Frequently asked questions

Here are some of the questions we are asked most. If you cannot find your answer here, please reference the Vinoshipper knowledge base. We are always happy to answer your questions at customerservice@vinoshipper.com.

New clients

Getting started with Vinoshipper 

  • To get started, click here. You will fill out this short form with your business information and will immediately receive your login information. Our team will review your account and reach out with further information to get you started. this short form

  • Yes, Vinoshipper can be used anywhere! We provide you with the tool for online sales as well as a mobile POS for iPhone and iPad.

  • Yes, Vinoshipper has a robust club management system. The club management program has a number of features including a sign-up form you can place on your website, the ability to have multiple clubs (including Private Clubs), gift memberships, and club customization options. We offer several classes throughout the year about how to run a successful club.

  • Vinoshipper can help expand your reach to over 40 states. See all available states here.

    Alabama, Connecticut, Michigan, Montana, and New Jersey require label registration and/or extra contacts but our compliance team makes that process simple for you. We cannot help brands expand to Arkansas, Delaware, Mississippi, Rhode Island, and Utah.

  • Yes you can use our system however you like. Some of our producers use a separate POS for their tasting room business. Our most successful users use Vinoshipper for both their tasting room and shipping needs. Those producers see the value in having all their customer data and information in one system. And if you need even more robust customer lifecycle management software, we fully integrate with CompleteDTC, a robust CRM and POS system.

  • We have all the reports you need to manage your sales and customers as well as all the compliance reports you will require to manage your licenses. All our reports can be downloaded in Excel format for ease of use.

  • Once you have signed up, you will have access to the Integration page on your account where you can get the code for the shopping cart. It is a short piece of code that can be added to your current website. We offer a few different ways to add your cart depending on your needs.

Current clients

Producer questions

  • Click sign in on the Vinoshipper homepage. Click “Reset Password” and enter the email address you registered with. A reset link will be sent to your email.

  • Click the link provided in the email. If you are logged in, this will go directly to the order. If you are not logged in, log in to your account, and then click the link in the email to take you directly to the order.

    Print the packing slip, containing a list of all items in the order, and the UPS label.

    Pack the box and affix the label to the box. Select “UPS Pick Up” in the top right of your screen and the UPS truck will come, at no charge to you (M-F) or you can take the package(s) to UPS.

    If you have multiple open orders, you can do this it batches.

  • We have two layers of verification. When the buyer registers, our system verifies that they are 21 years of age or older. Additionally, UPS ensures that their drivers will physically hand the shipment to individuals who have definitively proven that they are 21 or older.

  • No, every account comes with the fully compliant catalog, shopping cart and club registration. There are no extra fees for these services.

  • Yes. And you can connect your account to Mailchimp to create a seamless connection.

  • No, we never use the customer data, that is for you.

Buyers

Customer order questions 

  • The email address you entered when you registered for our site is your login name. If you have forgotten your password, please click "Reset Password". We will email you a link to reset your password.

  • When your order ships you will be sent a tracking number. You can also log in to your account and look in Purchases. You will see the tracking number and status for the order.

  • Yes, it is state law.

  • UPS will make three consecutive business day attempts to deliver your order.

    • They won't specify the time of delivery but will specify the date(s).

    • If unsuccessful after three attempts, UPS will hold your order five days at one of their local distribution centers. It will then be your responsibility to pick it up.

    • After the five days, it will be returned to the winery. If the order is returned you are charged for the return shipping to the winery, and then the reshipping back to you.

    • An alternate delivery address or delivery date can be specified while the order is in transit. There is a $20 per package fee for the in-transit change plus any additional shipping charges.

    Alternatives to consider when selecting a delivery address.

    • Have it shipped to a business address.

    • Check out a local UPS store and ask if they will receive it for you (many charge $5-$10 per pack to receive it for you).

    • Set the order up for "Will Call" at the local UPS Service Center after it has shipped. Once it arrives, you will have five days to pick up the order at the appropriate local distribution center. There is no additional fee for this.

  • Email customerservice@vinoshipper.com with your name and order number. We guarantee delivery of your order so if there is an issue, we will either refund you or provide a replacement order at no cost to you.

  • No. Due to the special nature of wine products, there are some special rules affecting returns/refunds.

    • If the product delivered was not what was ordered, the product can be returned.

    • If the product delivered is found to be faulty, it will be replaced or refunded.

    • If you just do not like the product, or you ordered the wrong product, it cannot be returned. This is because once it has left our possession, we cannot validate the condition of the product.

Expand your business today

Expand your brand's reach with Vinoshipper. Get approved in 24 hours, with no sign-up fees or monthly payments. We are always here to help.