7 Commonly Asked Shipping Questions
We love engaging with you. From our tasting rooms to social media, it’s great hearing and seeing the excitement around Silver Oak. Over the holidays and continuing into our recent 2014 Napa Valley Cabernet Sauvignon release, we received a lot of questions about our shipping policies. Here are those most frequently asked—and their answers! Our Customer Care team loves hearing from you, but we hope this resource will save you a call or an email.
Where do we ship?
We wish we could send Silver Oak to every fan across the world, but direct-to-consumer (DTC) shipping laws for wineries vary from place to place.
Alcohol shipping is not federally regulated, so we abide by the laws set forth by each state. While most states require certain licenses to ship there, there are some states that prohibit DTC wine shipments altogether. Please refer to our list of states we ship to—and keep in mind that the laws are always changing. We will do our best to keep you informed and updated.
Duties and taxes are required by every country, but how those duties and taxes are calculated vary—and aren’t determined by Silver Oak. For example, in some countries, duties can be 100 percent of wine value, and in other countries, you can only make personal purchases (no gifts) of up to six bottles. Also, laws can be different within countries—like Canada. (You can see how shipping quickly becomes tricky.)
If you’re looking to place an international order, please contact our Customer Care team at (707) 942-7137 or firstname.lastname@example.org. They can provide you with the specifics for your desired destination.
When does my order ship?
Orders are processed within 24-48 hours of receipt. Our warehouse team packages and ships orders on Mondays, Tuesdays and Wednesdays with delivery dates on Wednesdays, Thursdays and Fridays. Our Customer Care team is available during operating hours (Monday through Friday from 8am to 5pm PT), should you need assistance with tracking a package or delivery.
How can I track my order?
You will receive two emails after placing an order. The first is an order confirmation email. The second email is sent once your order has been shipped. This email will contain a tracking number so you can monitor the status of your shipment.
If your order is a gift and you provide the gift recipient’s email address, they will also receive an email once their package has been shipped. Don’t worry, though. They won’t see the contents of the package, the sender’s name or the price paid. Their email will look something like this.
What happens if I’m not home when delivery is attempted?
Please use the FedEx tracking number in your shipment confirmation email to check the status of your package. In most cases, if no one over the age of 21* is home to sign for the wine, FedEx will leave a door tag.
*A person 21 years of age or older must be able to produce identification and sign for the wine delivery.
We recommend shipping to a business address to facilitate delivery. We also do not deliver to P.O. Boxes.
What arrives in my shipment?
Along with your order, there will be an envelope sent with your shipment. Inside, there will be a packing slip and gift message, if applicable. The packing slip is not a receipt. It will list a description of the product but the amount paid will not be included.
If I’m sending a gift, what options do I have?
During checkout, if you select the “Is this a gift?” option, the gift sender’s name and gift recipient’s name will both be printed on a branded card along with your message.
We do not offer gift wrapping at this time.
What if I want to order a vintage not available in the Shop?
If you’re looking for a specific vintage to commemorate a special moment, please contact Customer Care at (707) 942-7137 or email@example.com. We have library wines available (in various bottle sizes)—many of which are not listed in our online Shop.
You can also purchase merchandise seen in our tasting rooms through Customer Care! The team really is your one-stop shop for all things Silver Oak—and Twomey.
Our warehouse team packages and ships orders on Mondays, Tuesdays and Wednesdays with delivery dates on Wednesdays, Thursdays and Fridays.
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