Frequently Asked Questions
When will I receive my order?
When you receive your order will depend on what level of service you have chosen for your package(s), and whether your selections require a transfer (see more below). Ground service can take up to five business days from the time your package is assembled. Please note that we do not process orders over the weekend.
I have a question, can I talk to someone on the telephone?
Due to the current volume of business, we are only using phone correspondence to assist customers with pre-existing orders. I do apologize for the inconvenience. However, we are very attentive to emails and are happy to assist further if you require.
Do you offer free or flat-rate shipping.
For a limited time, we are offering free ground shipping nationwide on qualifying orders when you purchase full cases (12 Bottles Solid Cases or Mix & Match) of selected 12 Ship Free products. Learn more about our 12 Ship Free program
We do not offer flat-rate shipping.
How are delivery rates calculated?
All deliveries are handled by FedEx. Our delivery and handling rates are based on the weight and number of bottles in your order exclusively.
Do you ship internationally?
Unfortunately we are only able to deliver within the contiguous United States.
How long does FedEx Ground Shipping take?
We ship from New York. Ground Shipping can take up to 5 business days from the time it leaves our warehouse.
Can I have multiple delivery addresses?
Unfortunately our system currently is unable to process orders to multiple delivery addresses. Each delivery address requires a unique order.
Does the box include a receipt or just a packing slip?
We only include packing slips (no pricing) and gift messages (if applicable). Your receipt will be emailed to the email address you enter during checkout.
Do you have a minimum purchase?
We require a minimum purchase of $75 in order to ship. If you are placing a local/curbside pickup, there is no minimum purchase.
Can I place my order over the phone?
All orders must be placed via the website. We do not take phone orders.
Why won’t my discount/coupon code work?
If a discount/coupon code is not working, it is most likely expired, invalid, or fraudulent. The Saratoga Wine Exchange does not work with Groupon.
Can an order be held until the weather changes?
Yes. You will be asked during the checkout process whether you want to ship ASAP, or to hold for a specific date up to 3 months in the future. We are unable to hold for more than 3 months.
Why do some items require a “transfer”?
We are not able to stock all 30,000+ items that we offer in our warehouse. Ones that are stored in off-site facilities require a transfer time to arrive for packaging.
Do you ship with ice-packs?
Cool packs are available during checkout for a nominal fee.
Having trouble tracking a shipment?
Your confirmation email has a FedEx tracking link that will activate once FedEx has scanned your shipment and placed it on their truck. If the link is not working, the package has not yet been scanned. If you cannot find your confirmation email, please check your spam folder.
FedEx keeps missing me, what do I do?
FedEx will make 3 attempts to deliver to your location. They will then hold the shipment at a local facility for up to 5 business days where you can collect it. You can contact FEDEX (1800GOFEDEX) at any time during transit with your tracking details and request for them to hold your shipment, free of charge, at a local facility.
Can I send an order as a gift?
Yes! During checkout, look for the “This order is a gift” check box. Selecting this will prompt you for a gift message to be included on the order packing slip. Item prices are not shown on the packing slip.
If you are sending a Pre-arrival order as a gift, you will also be asked for the recipient’s email address during checkout. Once the order is placed, the gift recipient will receive an email notification that you have ordered them a gift and it explains our Pre-arrival program’s longer lead times and process. Once the items reach our fulfillment facility, the gift recipient will be notified and will receive a FedEx tracking number once it is in transit.
Can I send orders as a gift to multiple addresses?
You can send a gift order to multiple addresses by selecting the “Want to send multiple gifts?” check box at checkout. Once selected, proceed with your order and on the payment information screen you will see the "Place my order and continue with my next order" option selected. Complete your order and you will be taken to your next order that you can send as a gift
Long Term Pre-arrival Definition: Ordering wine directly through us from our supplier partners in Europe in advance of the item’s physical arrival in the US. Long Term Pre-arrival sales ensure you’re getting the best possible price and that you have also secured the product before it hits the normal retail supply chain. The lead time for Pre-arrival goods is generally 4–8 months, sometimes longer based on supply chain and the logistics of transporting goods overseas. Before and after arrival the logistics company that handles the importing of the product will satisfy all customs needs and ensure that we are fully compliant with all federal and state regulations. The expectation, from our team, is to communicate to the customer the location of their purchase every step of the way.
How do I shop for Pre-arrival wines on SaratogaWine.com?
Why should I buy Long Term Pre-arrival?
Since the product is being sourced directly from producers or suppliers, the prices can be significantly less expensive than traditional sourcing methods. Additionally, the selection available from Pre-arrivals is much broader, and since they are coming directly from the wineries and Chateau’s the provenance is without comparison.
When will my order arrive?
Projected arrival is between 4-8 months; however, it may be longer as noted above.
Discounts and coupons
There are no additional discounts or promotions available on Pre-arrival orders.
Free shipping promotions cannot be applied to Long Term Pre-arrival orders.
How will I know when my Pre-arrival item is ready to ship?
We will contact you when your order is ready to ship. You will also be notified via email when you will need to select a shipping date.
How can I tell what items are Pre-arrival?
Pre-arrival items can be viewed by selecting the "Pre-Arrival" filter. Pre-arrival selections are notated by a red Pre-Arrival banner on each product listing, search results pages, and product pages.
What happens if I have multiple orders, both Pre-arrival and a regular order?
When you add Pre-Arrival items and regular items to your cart, our system will separate your orders into two carts that you can manage at checkout by selecting "Switch to this order".
If I notice a price change on an item I purchased after my order is placed, is my order subject to change?
No, unfortunately. Prices can fluctuate on Pre-arrival items because of financial exchange rates, market trends, or supply issues. Your order will be processed at the pricing listed at the time of purchase and can not be modified to reflect lower or higher prices at a later time. In our experience, prices RARELY go down over time, so rest assured we are passing the best savings onto you at the point of your purchase! Keep in mind that these items won't arrive at your door for 4-8 months or longer, so a lower price tomorrow could be a huge price increase by the time the wine arrives and we wont charge you any more if that was the case.
What if I change my mind about a Pre-arrival item after the order is placed?
Once an order is placed, we cannot make any changes to it, nor can it be canceled at any time. You will be directed to agree to our Pre-arrival order policy at checkout.
If my wine is packaged in a wooden crate, from the wine producer, do you ship my order in the OWC?
Original Wooden Cartons (O.W.C.), when available, are not included with the delivery of your order automatically. All wine shipped by our domestic shipping partners must be packed in industry standard shippers to insure safe conditions during transit. Bottles cannot be shipped in their original wood or original cardboard cartons, as they would end up getting destroyed in transit. However, if you are interested in receiving the original wood cartons, please include the request with your order, and they can be shipped separately for an additional fee.
*If you desperately want/need your wine shipped in the O.W.C. there are private couriers you could hire to hand deliver your item and all handling liability will be passed on to them.
Pre-Arrival Returns, Refunds, and Terms and Conditions
Refunds, returns and/or exchanges for pre-arrival orders will only be accepted in the case of an error in shipping or receiving by Saratoga Wine Exchange and their staff. Otherwise, all sales are final.
We procure our wines from well established companies and we pay for refrigerated shipping from Europe all the way to our doors. We offer a cold pack upgrade and will hold items due to extreme weather conditions, ensuring your item is handled with care and reliability throughout its journey.
“Corked” wines account for approximately 3% of all wood/bark cork wines production and we cannot control this naturally occurring issue. This risk and liability exists on domestic and overseas purchases alike, however with pre-arrival purchases there is not a quick and timely way for the distributor to return and refund bad bottles, ergo, our firm stance on all sales being final.