How can we help you find your bottle?

When will my order ship?

Standard orders leave the warehouse within two business days of payment. You'll get a tracking link the moment the carrier scans the box.

Why is my state on a hold list?

Wine shipping is regulated state-by-state. We're cleared in 38 states today; everywhere else is paused until our compliance review wraps. We'll refund any blocked order within 24 hours.

Will my wine get too hot in transit?

Every order ships in a temperature-buffered carton. From May through September we add a frozen gel-pack at no charge if the forecast crosses 80 °F at either end of the route.

Can I change my shipping address after I check out?

Yes — until the box is scanned by the carrier. Open the order from /account/orders and tap 'Edit address'.

Who has to sign for the package?

An adult 21+ with a valid ID. The carrier will reattempt three times before returning the box to our warehouse.

What if a bottle arrives broken?

Open a damaged-shipment ticket below — include a photo of the box and the bottle. We'll reship or refund within one business day.

How do I refill an empty cellar slot?

Open the cellar from /account/cellar, tap the empty slot, and pick a bottle. Refills ship as part of your next order — no extra trip charge.

Can I pause my monthly Hundred box?

Of course. From /account/subscriptions, hit 'Skip a month' or 'Pause indefinitely.' We'll never charge you while paused.

When does the monthly Hundred box ship?

Boxes ship the second Tuesday of each month. You'll see the tasting notes in your account three days before that.

Do you install the cellar?

We offer white-glove install in major metros for a flat fee — selectable at checkout. Outside those zones we ship a self-install kit with a 20-minute setup.

Can I swap a bottle in this month's box?

Yes — until 11:59 PM the Friday before ship day. After that the order is locked so the warehouse can pack on time.

How is the monthly Hundred box selected for me?

Your palate profile feeds our wine team's shortlist. They review every box before it ships — no algorithm-only picks.

How do I add a new staff seat to my venue?

Go to /b2b/staff from a manager seat and send an invite. Seats activate the moment they accept; billing pro-rates from that day.

What's included in the monthly tier?

Tier-specific shipment volume, by-the-pour service training, marketing collateral, and a quarterly portfolio review with our wine team.

Can my venue request a specific producer?

Always — file a B2B feedback ticket below with the producer name and we'll source it within two cycles when possible.

How are sell-through rebates calculated?

Pour scans from your tap system flow into /b2b/reporting nightly. Rebate cents are paid on the next month's invoice.

What's the cancellation policy?

Thirty days notice from the next billing cycle. We don't charge for the wind-down month if all crates are returned within ten days.

Can I get a custom tasting event?

Yes — open a B2B ticket with proposed dates and headcount. Our events lead replies within two business days.

I didn't get my magic-link email.

Check spam, then resend. If it still doesn't arrive, it usually means the email on file has a typo — file an account ticket and we'll fix it.

How do referral credits work?

You earn credit when a referee places their first order. Credits stack and apply automatically at checkout.

How do I update my card?

From /account/billing — tap 'Update payment method.' Stripe handles the form so we never see your card.

Can I download an invoice?

Yes — every paid order has a PDF invoice button on /account/orders.

Where do I delete my account?

Open an account ticket. We'll confirm by email, anonymize your record, and keep only what tax law requires.

Why was my charge declined?

Most often the card issuer flagged it as out-of-pattern. Update the card or call your bank — we don't store the decline reason.