Frequently Asked Questions

How do I join?

Registration is free. Click here to sign up.

Are there shipping and handling charges?

Every Club W Experience order of 6 bottles or more includes shipping and we’re glad to handle you! On orders less than 6 bottles shipping is always a flat $6 per order.

Will I be charged sales tax on my Club W Experience?

Depending on your ship-to zip code you may be responsible for paying applicable state and city sales taxes on your Club W Experience. Our system will add the applicable taxes, if necessary, and offset taxes with your Club W account credits if available.

When will my Club W Experience be delivered each month?

If you join between the 1st and the 14th of the month your Experience will ship on the 15th. If you join between the 15th and the end of the month your Experience will ship on the 1st of the following month. Based on your address, delivery times range from 1 day to 1 week.

What if I am going out of town and need to temporarily suspend my membership?

Sign in to your account. Click on the Account link in the upper right-hand corner. On the left-hand side of the screen click on Orders & Experiences. You will see a Skip A Month button toward the upper right. Click on Skip A Month and click Confirm. You will see a notification at the top of the screen indicating your next shipment date. If you need to skip more than one month please contact support and they will be glad to help you.

Are there states where Club W cannot deliver wine?

Yes. Currently we are unable to accept orders that are delivered to addresses in AK, AL, AR, DE, HI, KY, MA, MS, OK, PA, RI, SD and UT. If you live in one of these states and want to send a gift or shipment to an address outside of those listed above, that’s okay. Please check back with us as we are always expanding our reach.

Do you ship internationally?

No.

What is a Palate Profile?

A Palate Profile is a simple questionnaire that helps Club W choose wines uniquely matched to your tastes. After you complete the initial Palate Profile we continually refine it based on your Personal Wine Ratings for each bottle.

How do I rate a wine I’ve received as a part of my Club W Experience?

The easiest way is from the Club W mobile app, available in the summer of 2012. You can also rate the wines directly from the Club W web site. Sign in to your account. Click on the Account link in the upper right hand corner. On the left-hand side of the screen click on Orders & Experiences. Click on the Show Shipment Detail link at the bottom of the page and you will be able to use a five-star rating system to rate each wine.

How do I track the wines once they ship?

Every month you will receive an email with a tracking number. You can also view the tracking number for all orders from the Recently Shipped section of the Orders and Experiences page in your account. First, sign in. On the left-hand side of the screen click on Orders & Experiences. Click on the Show Shipment Detail link at the bottom of the page and you will see your tracking number. Clicking on the tracking number link will take you directly to the tracking results page for the carrier.

What if I want to change the wines in my current Experience?

Sign in and you will see a banner across the top of the page that reads “There are 3 bottles in your box. Your next order is scheduled to process on...” Click on the down arrow to the right and your current selections will be displayed. You can edit the selections from this upper menu or you can go directly to our wines page and make changes there. Please note that all changes must be made before your designated process date (the 1st or the 15th of the month).

How many bottles can I order each month?

Our monthly wine Experiences start with 3 bottles a month but you can order as many additional bottles as you like

When I really enjoy a wine from a previous month how do I order more?

Sign in to your account and click on the down arrow next to the Wines link at the top of the page, then on Still Available. If you see the wine there, we still have bottles available and will be glad to add it to your next delivery.

When will my credit card be charged?

Your credit card is not charged until your wine ships, usually on the 1st or the 15th of the month depending on when you signed up.

What if a bottle arrives damaged?

Contact us and we will get you squared away immediately.

What if I don’t like a bottle in my Experience?

We guarantee our wines to be tasty. If for any reason you are unhappy with a selection contact us and we will get you something you like.

How can I change my shipping address or other account information?

Sign in, click on Account, Settings and Preferences and scroll down to the bottom of the page.

How do we select the 12 wines we offer each month?

We have a team of world-class wine curators with credentials like crazy. They have helped create wine lists for restaurants like Thomas Keller’s Per Se and The French Laundry and now for you. They choose wines from boutique vineyards that represent exceptional value and are uniquely matched to your Palate Profile.

How does the Club W Rewards program work?

Each time you refer a friend to Club W and they sign up for an Experience we will credit your account $26. These credits are added to your account $13/month for 2 months so long as the person you referred stays a member for the full 2 months. The person referred also gets an instant $13 credit for their first delivery! There is no limit to the number of rewards you can earn so start spreading the news!

Does Club W offer flash sales?

No. Our wines are already one of the flashiest deals you’ll find online.

Is Club W a retailer?

Club W is not a direct retailer. We are an online community that connects wine lovers directly to boutique vineyards.

What is a QR code?

It’s like a bar code and we stick one on every bottle. You can download an app from your smart phone that lets you scan the code and takes you directly to the Curator Insight video for that wine. And soon, the Club W mobile app will allow you to scan QR codes and a whole lot more!

Do you have a mobile app?

Our mobile app will be released in the Spring of 2012 and will allow you to review account details, place orders and scan QR Codes.

Who can accept a shipment from Club W?

Someone who is at least 21 years or older must be available to sign for each shipment. When providing us with a shipping address please take this into account as the law prohibits us from leaving the package without a signature.

Can you deliver to a P.O. Box?

No.

What happens if we can’t deliver to the address you provide?

There are usually a couple of reasons why we can’t deliver to an address. First, we can’t ship to a P.O. Box. Also, please be sure that the address you provide is complete, meaning that is has all of the following information if applicable:

  • Company Name
  • Suite or Floor
  • Apartment Number
Please make sure you are shipping to an address where someone 21-years or older will be available to sign for the package. We will try to deliver your wine up to three times but if we have to re-route the delivery you may be responsible for a small service fee.

There appears to be a $1 charge on my credit card from Club W. What is this?

This is a part of the process of authorizing your card to be used on the Club W site. The $1 is never actually charged to your card.

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