For your convenience, we have curated answers to the most common questions regarding payment, delivery, and shipping. We value your time and have ensured this page provides clear, concise information. Should you have any further inquiries, our customer support team is always available to assist.
Contact
If you have any questions regarding delivery or other general inquiries, you can contact our customer service team via:
- Email shop@genuwinecellars.com
- Chat that is visible at the right corner of our website
- Go to the “Contact” page and fill out the form.
Whether you require assistance with creating a custom wine cellar design, please visit our design service page and complete the form.
En ce qui concerne les heures auxquelles vous pouvez contacter le Centre d'assistance, notre équipe est disponible pour vous aider pendant nos heures d'ouverture habituelles.
Ces horaires peuvent varier en fonction de votre emplacement, mais généralement, notre service client est disponible du lundi au vendredi de 8h30 à 17h00 CST (heure centrale, UTC/GMT -6 heures).
Ordering in Genuwine Cellars
No, it is not necessary to register online to complete your order. You can complete your purchase as a guest without creating an account on our website.
Lors de votre commande en ligne, vous devrez saisir votre adresse de livraison, vos informations de paiement et vos coordonnées, telles que votre adresse e-mail et votre numéro de téléphone.
Veuillez nous contacter à l' adresse shop@genuwinecellars.com .
Oui, vous pouvez annuler votre commande si vous changez d'avis ou de préférences. Pour ce faire, veuillez nous contacter au plus vite à l'adresse e-mail suivante : shop@genuwinecellars.com ou via les coordonnées disponibles sur notre site web.
When your order has shipped, you will receive an email notification from us that will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you have not received your order within 14 days of receiving your shipping confirmation email, please contact us at shop@genuwinecellars.com with your name and order number, and we will investigate it for you.
Yes, you will receive an order confirmation once your order has been placed.
You will receive notifications at every step of the order process, including when your order is shipped and when it is out for delivery. These notifications will typically be sent to the email address or phone number you provided when placing your order.
If you have any questions or concerns about your order, please don't hesitate to contact our customer service team for assistance using this email address: shop@genuwinecellars.com or the online chat button at the left corner of our website.
Une fois votre commande expédiée, vous recevrez un courriel de notre part contenant un numéro de suivi vous permettant de suivre son acheminement. Veuillez prévoir un délai de 48 heures pour que les informations de suivi soient disponibles.
Si vous n'avez pas reçu votre commande dans les 14 jours suivant la réception de votre courriel de confirmation d'expédition, veuillez nous contacter à l'adresse shop@genuwinecellars.com en indiquant votre nom et votre numéro de commande, et nous examinerons la situation pour vous.
Votre commande peut être soumise à des droits et taxes d'importation (TVA comprise), qui sont perçus une fois que l'envoi arrive dans votre pays de destination.
Genuwine Cellars décline toute responsabilité quant à ces frais s'ils sont appliqués ; ils relèvent de votre responsabilité en tant que client.
Si vous souhaitez modifier votre commande, veuillez contacter notre service client dès que possible à l'adresse e-mail : shop@genuwinecellars.com ou via le chat disponible sur notre site web.
Notre équipe fera de son mieux pour répondre à votre demande, mais veuillez noter que des modifications pourraient ne pas être possibles si votre commande a déjà été traitée ou expédiée.
At Genuwine Cellars, we are dedicated to taking care of you and your product, ensuring your satisfaction and the longevity of your investment. Every Genuwine Cellar's design comes with a lifetime warranty. Our warranty does not cover damages caused by user neglect, misuse, and/or misapplication. All products are intended for interior use only. Genuwine Cellars cannot be held responsible for fading or discoloration due to sunlight exposure or the use of household chemicals like ammonia or bleach. Due to the handcrafted nature of our products, some color variation is normal. This warranty does not extend to products not produced, including cooling units, accessories, and third-party workmanship. If you have any concerns with your product, please do not hesitate to contact us.
Expédition
Oui, Genuwine Cellars livre partout dans le monde. Nous sommes heureux de proposer la livraison internationale à nos clients situés hors des États-Unis et du Canada. Veuillez noter que les délais et les frais de livraison peuvent varier en fonction de votre lieu de résidence et des produits commandés. Pour toute question concernant nos options de livraison internationale, veuillez contacter notre service client à l'adresse shop@genuwinecellars.com.
Les frais de livraison de votre commande seront calculés et affichés lors du paiement.
Votre commande peut être soumise à des droits et taxes d'importation (TVA comprise), qui sont perçus une fois que l'envoi arrive dans votre pays de destination.
Genuwine Cellars n'est pas responsable de ces frais ; s'ils sont appliqués, ils relèvent de votre responsabilité en tant que client.
All orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
Wine Racking
Usually ships within 5-10 business days.
Cooling Units
KoolR ships within 1-2 business days.
Wine Guardian ships within 25 business days.
Cellar Doors
Mechanical Doors ship within 60 business days.
Should you have any questions relating to lead times on a specific order, please contact shop@genuwinecellars.com
Nous ne pouvons pas effectuer de livraison aux boîtes postales. Vous devrez fournir une adresse physique.
If you are not available to sign for your order at the time of delivery, the courier will usually attempt to deliver the package again on another day. If they are unable to deliver after several attempts, the package may be held at a local pickup location for you to pick up at your convenience.
If you have any concerns about the delivery of your order, please contact our customer service team at shop@genuwinecellars.com for assistance.
We offer several delivery methods for your purchase, including shipping through FedEx and Day and Ross. These trusted delivery partners allow us to provide reliable and efficient delivery services to our customers. The specific delivery method that will be used for your purchase will depend on a number of factors, including the size and weight of your package, your location, and the shipping speed you select. If you have any questions about the delivery options available for your purchase, please don't hesitate to contact our customer service team for assistance.
Yes, you can specify a preferred delivery date for your order. Once your order has been shipped, the courier firm will contact you directly to arrange a specific delivery date and time.
Si vous possédez un compte FedEx et souhaitez l'utiliser pour l'expédition de votre commande, veuillez contacter notre service client à l'adresse shop@genuwinecellars.com . Nous ferons notre possible pour répondre à votre demande et vous indiquer la marche à suivre. Veuillez noter que cette option n'est pas disponible pour toutes les commandes et que certaines restrictions peuvent s'appliquer.
Once you have placed your order, you should receive an order confirmation email to the email address you provided during the checkout process. This email will include details about your order, including the products you have ordered, the total cost, and the estimated delivery date.
You will also receive updates on the status of your order as it is processed and shipped. This may include additional emails or notifications to let you know when your order has been shipped when it is out for delivery, and when it has been delivered.
If you have any questions or concerns about the status of your order, please don't hesitate to contact our customer service team for assistance.
We accept returns up to 30 days after delivery. If the item is unused and in original condition, we will refund the full order amount minus the shipping costs. We are unable to accept returns on items that have already been assembled.
In the event that your order arrives damaged in any way, please email us as soon as possible at shop@genuwinecellars.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please don't hesitate to contact us at shop@genuwinecellars.com
You can get more details about our Refund policy by visiting this address: https://genuwinecellarsreserve.com/policies/refund-policy
Si vous souhaitez modifier l'adresse de livraison de votre commande, veuillez contacter notre service client à l'adresse shop@genuwinecellars.com dans les plus brefs délais. Nous ferons notre possible pour répondre à votre demande, mais veuillez noter que la modification de l'adresse de livraison peut s'avérer impossible selon l'état de votre commande et les conditions du transporteur.
Nos articles sont expédiés de Winnipeg, au Canada. Nous disposons d'un entrepôt à Winnipeg où sont stockés nos produits et où nous traitons et expédions les commandes. Pour toute question ou préoccupation, n'hésitez pas à contacter notre service client .
Genuwine Cellars Custom Design
Genuwine Cellars offers customization services for our products. We understand that every customer has unique needs and preferences, so we offer a range of customization options to help you create a product that meets your specific requirements. If you are interested in customizing one of our products, please contact our customer service team at shop@genuwinecellars.com to discuss your options.
To begin your journey with custom wine cellar solutions, please visit our website at genuwinecellars.com. We look forward to collaborating with you to create a wine cellar that reflects your style and needs.
Paiements
We accept a variety of payment methods to make it as easy as possible for you to complete your purchase.
Currently, we accept major credit cards such as Visa, and Mastercard, as well as digital payment methods such as Google Pay and Shop Pay.
We use a secure payment processing system to ensure that your payment information is kept safe and secure.
If you have any questions or concerns about payment options, please don't hesitate to contact our customer service team for assistance.