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Help & FAQs


Engraving

How long does the engraving process take?

Due to COVID-19 issues, our engraving program is experiencing significant delays, and in some instances, we have to suspend engraving options. When engraving is available on your product, please be mindful that there may be additional delays in fulfilling engraved products.

What can I engrave?

When you select a product to engrave on ReserveBar.com, you will be able to engrave only a certain number of lines and characters per line, which varies upon the product chosen.  Please note that we are not able to engrave direct or implied profanity, emojis, accents or foreign characters.  

Please proof your engraved message prior to placing your order. Once an order is placed we cannot change the engraving.

Would you like to have your corporate logo engraved for a unique corporate gifting experience?

If so, please contact our corporate office for pricing information.  A member of our concierge team can be reached at 203-514-4890 or submit a request HERE.  We require the logo be sent to us in black and white EPS format, but if you do not have that format, contact us and we will see how we can assist you.

I made a mistake when I typed in my engraved message -- how can I correct this?

You can double check the engraved message on the order confirmation email that is sent out immediately upon placing an order.  If you made a mistake when typing the engraved message, please call or text our customer support team immediately at 855-443-8144 or submit a request HERE.  

Please note that we are not responsible for errors in engraved messages due to misspellings made by our customers when the order was input into our system.  Our team of engravers are not responsible for proofing the customer messages.  This would slow down the engraving process.  The message engraved on the bottle is what is printed on the packing slip.  The packing slip is generated when the order is processed.

The engraved message on my bottle is wrong.

We have highly trained professionals performing the engraving on our products.  However, sometimes mistakes do occur.  If you receive an engraved product and the engraving is either wrong or messy, please take a photo of the engraved message and submit a request to our customer support team by clicking HERE or call or text to 855-443-8144.

We are not responsible for mistakes that were made when the order was input.  We encourage our customers to check their order confirmation email once the order is placed to ensure that their engraved message was entered correctly.  If, when placing an order for an engraved bottle, you make a mistake, please contact us immediately.  Please note that we cannot guarantee an engraved message can be changed once an order has been placed.  

If your bottle is engraved incorrectly due to an error made when you placed the order, you will not be eligible for a replacement.  In order to receive a bottle engraved correctly, you will need to purchase a new bottle.  If this occurs, please contact our support staff for assistance.

 

Shipping

Can you ship to a post office box?

We are unable to ship wine, champagne and spirits to P.O. Boxes.

Can you ship to a military base?

Due to security restrictions, we are unable to ship to military bases.

 

Tracking

How can I track my order?

Once your order is prepared to ship, you will receive a shipping notification that contains a tracking number. If you do not receive this email, please check your spam folder.

The tracking information will link to FedEx, UPS or local couriers. Please note that you will not see movement on the tracking number until it has been scanned into the local shipping facility. Once this has been done you can check the tracking number to see when your package will arrive.

Please note that often packages will not register movement until later in the day. If your package was completed for shipment after 3 pm, tracking may not register until the next business day.

We offer Ground Shipping and have a 3-5 Business Day (Monday-Friday) delivery window except for engraved bottles. Orders containing engraved bottles have a delivery window of 7-10 Business Days. If a product is out of stock when you place the order, it usually takes approximately 1-2 additional days to prepare the shipment. We will contact you if your order contains an item that is either out of stock or backordered.

All orders marked for Overnight or Two-Day delivery must be entered by 12:00 PM in order to be processed the same day. Overnight orders are guaranteed for overnight delivery only if placed before 12:00 PM in the state of delivery. All express orders placed after 12:00 PM may be shipped the next day for arrival at the destination the following day. Regular ground shipments with a 5-7 day delivery window will be shipped the same day if the order is placed before noon in the state of delivery. If placed after 12:00 pm, shipping will occur the following business day (M-F), although we do try to ship the packages as swiftly as possible.

NOTE: Both ground and overnight shipments are picked up and delivered M-F. Overnight and ground orders placed on the weekend or holiday will be processed the following business day.

If you would like to confirm the shipping window, please reach out to our customer service team by submitting a request HERE.

Once your order is prepared to ship, you will receive a shipping notification email which contains a tracking number. If you do not receive this email, please check your spam folder. Please note that at the present time, due to COVID-19 impacts on logistics and shipping companies, there can still be significant delays from when your product is prepared for shipment and the time it reaches its final destination.

 

Payment Questions

How can I pay for my order?

You can make purchases using your American Express, Visa, MasterCard or Discover credit card, PayPal as well as Apple Pay.

Please note that we do not accept international credit cards at this time via our website.  If you are based internationally and wish to place an order to be shipped to family, friends or colleagues who reside or work in one of the many states where we are able to deliver, please submit a request HERE.
 

When will my credit card be charged?

Your credit card will be charged once you've successfully placed the order. If for any reason we cannot process your order, your credit card will be refunded.

At times we might run a special promotion that will require payment in advance of shipment.  If this is the case, it will be stated on the product page.

Please note that any orders placed using Apple Pay are charged at the time the order is placed.

This is a feature of this payment method and ReserveBar does not have control of the process.

My card was declined. How can I get my order to go through?

Due to our strict verification policy, which is in place due to a high rate of fraud for certain products, if we cannot verify that all your information is correct we cannot process your order. You will either have to contact your credit card company and have them rectify the situation or provide us with another credit card to be used for purchase. If all information is verified and satisfactory to our credit processing department, your order will then be processed.

Please note that we utilize a technology-based service to approve transactions. We apologize for the inconvenience caused in the event that one of our customer service representatives contacts you because your order is “flagged” as a potential unauthorized or fraudulent transaction. It may be just a matter of your transaction triggering an anti-fraud alert to us. We value your patronage and respectfully request that you allow our customer service to inquire further with you for additional information that will rectify the anti-fraud concern.  We hope that you understand that the process we employ helps reduce fraud and allows us to keep prices competitive for all customers.

How do I use Apple Pay?

Apple Pay is only available on mobile devices.  When you place your order using your iPad or iPhone, the Apple Pay option will appear at checkout.  

 

Returns


Can I return my purchase?

We do not accept returns unless it is with regards to the following: If it falls into one of these categories the customer must notify within 30 days of delivery.

  1. Damaged, Missing or Wrong Item: If you receive your order and they find any of the items to be damaged, not there, or not what you ordered.  We can either refund you or resend your correct items.  On some occasions the fulfillment center will ask you to ship the item back by providing a return label or call tag. 
  2. Mistake or Wrong Engraving: If you receive your engraved item(s) and it is wrong in any way we can ask the fulfillment center to re-do the engraving and send a new bottle(s).  In some cases, the fulfillment center will send a return label for the wrong item.  

 

Cancellations/Refunds


How long will my refund take?

Once a refund is agreed upon between the customer and our support agent, it will be processed immediately.  Please note, if you are sending a package back to us, you will be refunded once the package is tracked for return. Refunds sometimes take 24-72 hours to appear back in your account. This depends upon the bank card that was used and their policies.

 

Damaged/Missing/Wrong Product


I am missing products from my order.

If you receive your package and your order is not complete, contact us immediately HERE.

What if I receive the wrong item(s)?

All packages are checked for accuracy prior to delivery.  However, sometimes errors do occur.

If there is a mistake, please call or text ReserveBar customer support at  (855) 443 8144 or submit a request  HERE so that we can arrange to ship you the correct items at no additional charge to you.

My order arrived damaged.

We are committed to ensuring that your order arrives in pristine condition. If you believe your order is damaged or flawed, please call or text us at 855 443 8144 or submit a request HERE.

To ensure the swift handling of your concern, please upload a photo of the damaged bottle, as well as a photo of the package in which it arrived clearly showing the label and tracking number.

 

Other


I didn't receive an order confirmation.

Once your order is placed, an order confirmation email is sent out.  If you did not receive it, please check your spam folder. You can submit a request with our support team HERE to receive an additional copy of your order receipt, should you need one.

Please check your order receipt carefully for any mistakes in engraving and the accuracy of the billing address.  Please note that once the engraving process has begun, we cannot change the engraved message and you will be charged for the bottle with the error, as well as a newly purchased bottle.  If your bottle ships out to an incorrect address, you will incur an additional charge for reshipping the bottle. Any errors in the shipping address will cause a delay in the shipment.

How old do you have to be to place an order?

Yes, you need to be 21 or over to place an order with ReserveBar.com.

In order to remain compliant with federal laws that govern the shipment of alcohol, please ensure that there is an adult age 21 or over available to sign for the delivery at the shipping address you specify.  A valid ID may be required upon delivery.  By utilizing the ReserveBar platform, you are representing and confirming that both the ordering customer and the recipient are at least 21 years old.