Frequently Asked Questions

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.

Regarding the hours you can contact the Help Center, our team is available to assist you during our regular business hours.

These hours may vary depending on your location, but typically our customer service team is available Monday through Friday from 8:30 am to 5:00 pm CST — Central Standard Time, UTC/GMT -6 hours.

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.

When placing an order online, you will need to input your shipping address, payment information, and contact information such as your email address and phone number.
Please contact us at shop@genuwinecellars.com.

Yes, you can cancel your order if you change your mind or preferences. To initiate a cancellation, please contact us as soon as possible using this email address: shop@genuwinecellars.com or the contact information provided on our website.

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.

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 look into it for you.

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country.

Genuwine Cellars is not responsible for these charges if they are applied and are your responsibility as the customer.

If you would like to make a change to your order, please contact our customer service team as soon as possible using the email address: shop@genuwinecellars.com or the chat box provided on our website.

Our team will do their best to accommodate your request, but please note that changes may not be possible if your order has already been processed or shipped.

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.

Yes, Genuwine Cellars does ship around the world. We are happy to offer international shipping to customers outside of the United States and Canada. Please note that shipping times and fees may vary depending on your location and the specific products you are ordering. If you have any questions about our international shipping options, please contact our customer service team for assistance at shop@genuwinecellars.com

Shipping charges for your order will be calculated and displayed at checkout.

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country.

Genuwine Cellars is not responsible for these charges if they are applied they are your responsibility as the customer.

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

We are unable to ship to P.O. boxes. You will need to provide a physical address.

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.

If you have a FedEx account and would like to use it to ship your order, please contact our customer service team at shop@genuwinecellars.com for assistance. We will do our best to accommodate your request and provide you with instructions on how to proceed. Please note that not all orders are eligible for this option, and certain restrictions may apply.

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

If you need to change the delivery address for your order, please contact our customer service team at shop@genuwinecellars.com as soon as possible. We will do our best to accommodate your request, but please note that changing the delivery address may not always be possible depending on the status of your order and the shipping carrier's policies.

Our items are shipped from Winnipeg, Canada. We have a warehouse located in Winnipeg where we store our inventory, and this is where we process and ship orders. If you have any additional questions or concerns, please don't hesitate to contact our customer service team for assistance.

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.

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.