Frequently Asked Questions

Contact Info

Reservations:
877.283.5934 or experiences@theprisonerwinecompany.com

General Questions:
877.283.5934 or customerservice@theprisonerwinecompany.com

Wine Club:
866.255.7401 or wineclub@theprisonerwinecompany.com

Order Tracking, Shipping Info, and Other Details

To determine shipping rates for your state, add wines to your cart and enter your state for an accurate estimate.

Shipping times typically range from 2-5 business days in the continental US.

We keep you updated every step of the way! A confirmation email will be sent to you with tracking information. If you have any additional questions or concerns regarding your package, please contact us.

We are currently unable to ship internationally.

We love all the states and territories - but unfortunately we’re currently unable to ship to:

Alabama
Arkansas
Connecticut
Delaware
Indiana
Kentucky
Louisiana
Maine
Mississippi
New Jersey
North Dakota
Ohio
Oklahoma
Rhode Island
South Dakota
Utah
West Virginia

Someone 21+ years old must be home to sign for your wine shipment. We highly recommend having your package sent to a business address for signing, to ensure you get your wine with the first attempted delivery. Amid Covid, our preferred carriers have adjusted their protocol for your safety and provide contactless delivery. In other words, you’ll temporarily no longer be required to sign.

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 addresses. All deliveries require a signature by someone 21+ years old. 

Our preferred carrier of choice is FedEx. If you won’t be home or are unable to sign for the package for some reason, FedEx’s Hold At Location services allow you to arrange for pickup at one of their nearby partner locations, such as FedEx Stores or Walgreens, on your terms.

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 customerservice@theprisonerwinecompany.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.

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 contact us if your package has a damaged or missing bottle and we’ll coordinate replacing it.

We guarantee quality products and service. Your satisfaction is our first priority. We will replace or refund your cost for any bottle of wine that is damaged or flawed that was purchased through our website. Wines purchased through retailers must be returned to them. We ask that you return the unfinished portion of the original bottle for replacement. By law, we cannot accept returns of alcoholic beverages unless the products are corked or flawed. We are also unable to accept return of wine that was damaged due to adverse weather conditions during shipment, or wine that is ordered in error. Weather damage may include leakage, freezing, and/or corks pushing. Please be sure to check shipping destination weather conditions before placing your order.

To arrange for the return of corked or flawed products, please send an email to customerservice@theprisonerwinecompany.com.

If the original shipment was damaged or flawed, you will receive a full refund, including shipping and handling charges, or you will receive a full replacement order.

Billing Info: how do I pay for the goods?

Your credit card will be charged when the order has left our warehouse. 

Yes. Sales tax varies by state. Your total will reflect the sales tax applied to your shipping area during checkout.

While we continually monitor inventory to ensure our website's accuracy, there are occasions when certain vintages sell out or simply are no longer available. When that occurs, our Wine Specialists will replace the wine with a comparable vintage or varietals.