Contact Info
Reservations
Phone: 877.283.5934
Email: experiences@theprisonerwinecompany.com
General Questions
Phone: 877.283.5934
Email: customerservice@theprisonerwinecompany.com
Wine Club
Phone: 866.255.7401
Email: wineclub@theprisonerwinecompany.com
Live Chat
Available online Monday-Friday 8:30am-5:00pm PST
Order Tracking, Shipping Info, and Other Details
We love all the states and territories - but unfortunately we’re currently unable to ship still (non-sparkling) wines to:
Alaska*
Arkansas
Delaware
Indiana
Louisiana
Maine
Mississippi
New Jersey
Oklahoma
Rhode Island
Utah
In addition to the above, we cannot ship sparkling wines to the following states:
Alabama
Arizona
Georgia
Illinois
Kentucky
Maine
Maryland
Michigan
Missouri
New York
North Dakota
Ohio
South Dakota
Texas
West Virginia
Wyoming
Our newest SALDO wines also cannot ship to Tennessee.
*Due to changing regulations in Alaska, we are unable to ship directly to addresses in Alaska starting January 1, 2024. Once we are able to ship again, we will notify those on our mailing list directly.
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.
To determine shipping rates for your state, add wines to your cart and enter your state for an accurate estimate.
We offer our wines for the suggested retail price on our site. You may sometimes see the same wines available from stores at slightly discounted prices due to their own sales& promotional decisions. When you buy direct from us, our prices remain consistent and we can assure its top quality, coming directly from our winery, while offering you the latest released vintage.
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.
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.
Your package is likely being sent back to our shipping warehouse, since no one was available to sign for the wine. Our team will need to re-issue a new order.
Please note: If it becomes necessary to re-route or re-send a shipment due to an incorrectly provided address or unsuccessful delivery attempts, a carrier fee of $25 will be applied to your new order.
Please reach out to customerservice@theprisonerwinecompany.com if you need help managing your order.
Once you place your order, it is promptly sent to our fulfillment team. Because of
our fast processing, we are typically unable to make address changes or additions. If a correction is necessary, we must recall the original order and issue a new one.
The same process applies for wine that is returned to our shipping warehouse.
In these cases, you will receive an updated invoice reflecting your requested changes, along with a $25 carrier fee. After the fee is paid, your revised order will proceed through fulfillment and be shipped to you.
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.
We accept American Express, Visa, MasterCard, Discover, and Diner's Club credit and debit cards; as well as Apple Pay, Google Pay, and Meta Pay options. We also offer ShopPay to make saving your card and shipping information fast and easy.
Club members can attach a preferred credit or debit card to their account anytime. Your payment options can be managed when logged in as a member.
