Chestermere Liquor Delivery's Frequently Asked Questions

Welcome to our frequently asked questions page. Here, you will find answers to questions we commonly receive from customers. If your question isn’t listed, please contact us for an answer.

How is the shipping charge calculated? 

We calculate the shipping charge based on the distance between the shipping address and our fulfillment address

 

Can I waive an adult signature for my package?

An adult signature on all alcohol orders is REQUIRED due to very strict laws and regulations. Delivery services will require a legal adult to be present to receive all orders. They will not deliver to an address if there is no adult available to receive the package. 

 

Who do you use as your shipper? 

We have local delivery agents that support us with timely deliveries.

 

What is your handling time and how long does it take for my order to be delivered?

We are prompt with the deliveries and try to dispatch locally within a few hours.

 

Do you ship wine in extreme cold or heat conditions?

We are local, hence we can dispatch fast to avoid weather affecting the products. 

 

I received my package and my order was incorrect, what do I do?

If we shipped the incorrect product please email us at info (at) Chestermereliquor (dot) ca so that we can have the correct item sent out to you asap and pick up the incorrect items. 

 

Do I have to create an account to order?

You do not have to create an account to order from us. However, an account automatically gets created after you place your 1st order on our website. It allows you to check your order history, update your wish list and check out faster in the future.

 

What forms of payment do you accept?

We accept payments via all leading credit & debit cards. We accept credit card transactions from Visa, Mastercard, American Express, and Discover.

 

Are there restrictions on how much I can order?

You can order anywhere from a single bottle to 100 items at a time. If you need to order more than 100 items you will have to break your order up into multiple orders.

 

My credit card was declined, what is the issue?

If your credit card was declined upon checkout it may be a number of issues. Please confirm your billing address is correct and that you entered the credit card number and date. If your credit card still declined it may be due to the card's limit being reached or a potential fraud detection by your bank. If that is the case, please contact your credit card company.

 

Can I pick up my order?

You can contact us to pick your order from our fulfillment centre if that is what you prefer. 

 

Do you offer free shipping?

We offer free shipping for orders over $250

 

Does someone need to show ID for my delivery?

Yes, the law requires that all deliveries of products containing alcohol must be signed for by an adult.

 

I’m interested in purchasing a wine that you do not carry. Can you order it for me?

Depending on availability, we may be able to special-order a particular wine for you by the case only.

 

How can I get a copy of my invoice?

By logging into your account, you can access a copy of your invoice. Simply select the order number you require the invoice for. There is an option to print the invoice as well. 

 

Can I give the courier my authority to leave the parcel?

Due to the nature of our goods, we do not allow authority to leave requests.

 

What if I'm not at home when my order is delivered?

If you are not home at the time of delivery, we will try to call you. If there is no answer, then our delivery agent will take your package back to our local fulfillment center.

 

There is a problem with my order or I've changed my mind. Can I return it?

Please visit our Returns & Refunds page for information about our refund, return, breakage, and change of mind policies.

 

My order is missing items. What should I do?

Please contact us within 24 hours of receiving your delivery so we can investigate. Keep in mind that we may request photographs of how the package was received.

 

I've received a duplicate order. What should I do?

If this happens, please contact us immediately so we can arrange collection of the duplicate order. If you receive a duplicate order and fail to notify us, you will be expected to pay for the goods at their regular value.

 

My order is valuable. How do I know it will be delivered with care?

Each of our products, no matter the value, is inspected and handled with great care during the packing process, which first involves the bottle being inspected.

 

Why does my bottle/ box look different than it does on your website?

Products delivered may vary slightly from the image shown due to manufacturer or supplier product variations over time. If you have concerns about a product, please contact us prior to purchase, as aesthetic differences that do not involve damage will not be accepted as a valid reason for a return/refund.

 

How do you ensure that minors aren't making purchases?

We have strict procedures in place that are in line with our licensing and responsible service of alcohol requirements. All orders placed on our website require the individual to accept Terms & Conditions that they are over the age of 18 years. Upon delivery, our delivery agents also adhere to regulations that orders will not be left with persons under the age of 18 years and proof of age may be required before releasing the order.

 

How can I sign up for newsletters and updates?

You can sign up for our newsletter on the bottom right-hand corner of our home page and also subscribe to our social media channels for further updates.

 

Why is the wine I want out of stock?

The wine could be out of stock for many reasons, usually it is because our distributor is waiting for another shipment in which case when we update the site at the beginning of each month you may see the wine you are looking for available again. The wine could be out of stock because the current vintage is sold out and we are waiting for the new vintage to become available.

 

I am looking for an older vintage than I see on your website?

Chances are if you are looking for an older vintage and are not seeing it on our website it is because it is no longer available. Our distributors typically do not sell us a new vintage until the old vintage is sold out.