Order Confirmation and Shipment:

As soon as your purchase a product and place your order, you will receive an automated confirmation email from us. Once the payment is processed, we will ship your product via standard curbside delivery. If you wish to do a garage or white glove delivery, additional fees will be applied and should be arranged prior to placing the order.

Please allow 1-3 business days to process your order. After processing, all products in stock ship out within 1-5 business days, unless otherwise noted. If the item you ordered is unavailable or on back order, we will void the pre-authorization and reach out to you via e-mail.

Purchases over $5,000 may take 5-7 days to ship. After the order is processed and shipped from our warehouse, you will receive a tracking number via email. With the tracking number you can track your package and get an estimated time of delivery. If you do not receive a confirmation email or a tracking number, feel free to contact us at info@vineyardscoolers.com.

Important Freight LTL Shipment

1. When the item reaches your city or a city near yours the dispatcher will call you to set up a future delivery date and time with you. The item will not be delivered until you set up this appointment.
2. You need to be at the delivery address during the delivery window to receive and sign for the item. 
3. The dispatcher will let you know what dates they have available. Delivery appointments can only be scheduled Monday thru Friday. The delivery times can only be scheduled in delivery windows of 8 am - 12 pm or 12 pm - 4 pm. Depending on the freight company the delivery window may differ. A fixed delivery time cannot be scheduled. Example 9:00 am. It can only be scheduled in a delivery window time frame. 
4. Please make sure the phone number you entered at checkout is a good number to contact you at.
5. Don't screen your calls until your item has been delivered. 
6. The item will be delivered via a lift gate truck with one delivery person. It will be placed at your door or the closet area near your door. Due to the large size, it may not be possible to be placed at your door. 
7. Be sure to keep all your packing materials including the pallet. If you decide to return the item you will need to have all the original packing materials.

For LTL shipping, please provide a phone number at checkout, so we can contact you to schedule your delivery.

 Damages:

Before accepting any package, be sure to thoroughly inspect your item for damages. If you notice any immediate damage, make note of it when signing for delivery. In the event that your package is damaged, please send 3-5 photos including multiple angles of the damage area to returns@vineyardscoolers.com. We will help with filing and processing the insurance claim on your behalf. 

Note that the option to report damage claims is only available for 5 days after delivery.

How to Handle Damages, Exceptions or Discrepancies at time of Product Delivery (Carton packaging appears to have some damage such as ripped, holes, large dents, open carton, or items are missing):

• Carton damage requires visual inspection of contents of the unit. 
• Vineyard's Coolers recommends IMMEDIATE inspection, with driver present, to verify damage. If contents are damaged, indicate damage on carrier’s paperwork and notify Vineyard's Coolers immediately. 
• IMPORTANT: Make notation on carrier’s paperwork such as: “Carton damage, subject to inspection” and list type of damage. 

Carton packaging has excessive damage with the exposed product:

• Refuse shipment
• Sign carrier paperwork: “Carton damaged and refused”
• Notify Vineyard's Coolers immediately.

30 Day returns and cancellation policy:

If you are not satisfied with an item that you purchased you can initiate a return within 30 days after delivery for a refund as long as the item is in its original condition and packaging. Items that have been used or modified in any way may not be returned. Refunds on cancelled orders will be issued back to the card that the order was placed on. Most products will not be charged a restocking fee, however some manufacturer's require that we charge a restocking fee of up to 25% and return shipping fee. If a delivery is refused or returned for any reason other than a damaged product, a restocking fee may be charged to the card on file and return shipping fee. Returns are accepted within the first 30 days of purchase but subject to restocking fee from certain manufacturers. All returns after 30 days will not be accepted. Return and cancellation policy may not apply on products that are made to order.

Cancellations & Refunds:

• All orders canceled are subject to an administration fee equal to 15% of the total order amount, whether or not your order has shipped. This is a fee that covers administrative and personnel fees.
• If your item is on backorder and you accept the backorder, we will hold your payment until the product ships. If you decide to cancel before a backorder arrives and is processed for shipping, we will not charge a fee.
• If you order has shipped, you (the buyer) will be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.
• All orders cancelled due to COVID-19 are subject to a 5% cancellation fee. 

If you have any further questions about the ordering and shipping process, feel free to contact us by email at info@vineyardscoolers.com