Frequently Asked Questions
If you are in need of assistance or would like to talk to one of our Customer Service Concierges, please call 707-942-1540 or email us at firstname.lastname@example.org.
Our Customer Service Concierges are available during normal business hours: 8:30am to 4:30pm (PDT), Monday through Friday.
Order Tracking, Shipping info, and Other Details
On June 28, 2022, FedEx will require ID scanning for deliveries in the U.S. which require an adult signature. The ID scanning technology will electronically capture the recipient’s name and automate age verification. This new process eliminates the need for manual data entry of recipient information and improves the accuracy of recipient information.
When a recipient’s ID is scanned, the scanning technology will:
- Capture the recipient’s name associated with the ID and auto-populate the first initial and last name.
- Confirm the recipient is 21 years or older.
The software does not record any other personal data (e.g., driver's license number, phone number(s), birthdate, home address, etc.). However, capturing the recipient’s first initial and last name is part of the existing proof of delivery process for all signature deliveries and will be retained only as long as necessary.
For more information please refer to the FedEx website.
We love all the states and territories - but unfortunately we’re currently unable to ship to:
We offer $25 flat rate ground shipping on all orders up to 5 bottles, and complimentary ground shipping on orders of 6 bottles or more.
We also offer other shipping methods such as 2-day Air. For these methods, shipping charges are calculated when you check out. Shipping total includes product-handling costs. Shipping carrier is determined by the warehouse based upon shipping destination.
Standard delivery will arrive within 7 to 10 days, following compliance and credit card authorization. Delivery occurs Monday through Friday, excluding holidays. Orders placed by 5:00 PM Pacific Time will ship the next business day, pending compliance and credit card verification. Express shipping is not available for Saturday or Sunday deliveries. Double Diamond does not ship on major holidays or weekends.
In cases of extreme weather conditions (i.e., heat and/or cold), Double Diamond reserves the right to delay the release of shipments to ensure the highest quality of products at the time of arrival. During the summer, orders are shipped Monday through Wednesday, in order to ensure that your wine arrives with limited exposure to heat. All orders placed between Wednesday afternoon and Sunday will ship on the following Monday. It is our recommendation, that during summer months, customers add Cool Packs to their order and upgrade to 2-Day Air. If you have questions about which shipping method to use, please contact us at 707-942-1540.
Unfortunately, at this time we are unable to ship internationally.
Federal law requires a signature be obtained from an individual over the age of 21 for all wine shipments. Notes with a signature, left for the delivery companies, cannot be accepted as a replacement for an individual signing for the shipment. We recommend that orders be shipped to a business address for prompt delivery. We cannot guarantee the condition of any wine if delivery is not made on the first delivery attempt. Orders that are not delivered on the initial attempt may be held in a facility that is not temperature controlled.
Yes, we can ship to business addresses. In fact, it’s the most reliable way to receive your wine!
We are unable to deliver to PO Box or APO/FPO addresses. All deliveries require a signature by someone 21+ years old. State laws prohibit our shipping wine to hotels, motels, or licensed beverage facilities outside of California.
Don’t fret! After the 3-attempts the package will be held in the area for 10-days pending action, before it is returned to our facility. Someone 21+ needs to sign for the package. If you are unavailable, you can log on to the FedEx website or call 1800GoFedEx (say 'hold package') for pickup locations near you. Please note that a valid form of ID is required upon pickup. Once held, most locations require pickup within 5 business days (one calendar week) before it is sent back to us.
If you do need to ‘redirect’ the package to another location, such as a business address, where someone 21+ will be available to sign for the package, please reach out to email@example.com. Packages cannot be redirected between states.
Please let us know if you need help managing your order.
While we are unable to split a single order, you can update your shipping address at any time in your Account Settings.
If you cancel your order after it has been sent to our fulfillment center, a 25% restocking fee will be applied before a refund is issued. Please send an email to firstname.lastname@example.org if you need to cancel your order. Once the wine has been received at our warehouse, we will refund your credit card account for the cost of the wine less shipping, handling, and the 25% restocking fee.
We put the utmost care into packaging up and shipping your wines, but accidents happen from time to time, and there’s no use in crying over spilled wine. Please email us if your package has a damaged or missing bottle and we’ll coordinate replacing it.
You sure can! Be sure to add a Gift Note in the text box available, after adding wines to your shopping cart. If you need assistance with this or forgot to include the note, don’t hesitate to contact us at email@example.com
Your credit card will be charged when the order has left our warehouse.
Yes. While shipping is always included, sales tax varies by state. Your total will reflect the sales tax applied to your shipping area during checkout.
We accept American Express, Visa, MasterCard, Discover, and Diner's Club credit and debit cards; as well as PayPal, Apple Pay, Google Pay, and Meta Pay options. We also offer ShopPay to make saving your card and shipping information fast and easy.