Total Wine Return Policy

We aim to make returns simple and clear so every customer feels confident after a purchase. Our guidance explains how we handle orders, account activity, and product issues across our stores in the United States.

These terms were last updated on February 1, 2024. They summarize conditions for items, delivery, receipts, and refunds so you can find the right steps quickly.

We encourage you to read the information closely and reach out if you need help with an order, a credit, or a service question. Our team is ready to assist with events, purchases, or any concerns about goods and costs.

Understanding the Total Wine Return Policy

We explain how to navigate returns, refunds, and credits for purchases from our stores. Most items qualify for a standard 30-day return window. This gives customers time to check products and decide if they meet expectations.

Our guidance covers orders placed in-store and online. We outline the conditions for eligible items, required receipts, and how credits are issued to cards or accounts. If a product is damaged or does not match the description, we will help you secure a refund or exchange promptly.

Keep your receipt or order number for faster processing.
Bring items in original packaging when possible.
Contact customer service for questions about delivery, fees, or special cases.

We value your business and aim to make this process clear and fair. If you need more information about a specific purchase, our team is ready to assist.

General Eligibility for Product Returns

Here we clarify eligibility rules so customers know how to prepare items for a successful return. This helps avoid delays and ensures fair treatment for every purchase and account activity.

All returned items must be in their original packaging to be eligible for a full refund or exchange. Please read packaging, documentation, and any seals before sending products back.

Original Packaging Requirements

Items must arrive unused and in original containers. Include manuals, labels, tags, and the receipt or order number when you visit our store for processing.

Condition of Goods

We cannot accept goods damaged by misuse or improper handling. If a product is defective or damaged on delivery, we will assist with a prompt refund or exchange after verification.

Keep your receipt or order number to speed up service.
Bring all original packaging and documentation with the item.
Contact customer service if you need more information about eligibility.

Timeframes for Returning Your Purchases

Our timeline guidelines explain how long you have to return items and qualify for a full refund. Most products are eligible when returned within 30 days of the original purchase date.

Please read the conditions for items that need special handling. Some products qualify for an extended 90-day window to give customers extra flexibility.

Initiate your return within the stated time to avoid delays in processing credits to your card or account. Keep your receipt or order number handy to speed service.

30 days for most items to receive a standard refund or exchange.
90 days for select products with extended eligibility.
Contact our team for specific order information or if delivery affected the item condition.

We aim to make returns simple and convenient so your experience with our store remains positive. If you need more information, our customer service is ready to help.

Items Excluded from Our Return Program

Some purchases cannot be returned because of safety, licensing, or final-sale rules. We list exclusions so customers can check conditions before completing an order.

A spacious wine shop interior showcasing a wide variety of wine bottles organized neatly on wooden shelves. In the foreground, focus on a prominent display of wine bottles labeled with red tags indicating exclusions, such as opened bottles and seasonal items. The middle ground features a store employee in a neat professional attire, thoughtfully arranging the display while examining a wine bottle. The background reveals rows of wine bottles under warm, inviting lighting, creating a cozy atmosphere. Soft shadows are cast along the polished wood floor, adding depth to the scene. The overall mood is informative and engaging, reflecting a welcoming atmosphere for customers while emphasizing the exclusions from the return policy.

Non Refundable Gift Cards and Memberships

Gift cards, e-gift cards, and Wine Club memberships are non-refundable and not eligible for exchange. Please review this information before you complete a purchase or add a membership to your account.

Other items may also be final sale for quality or safety reasons. Examples include special-order products and opened computer software. These exclusions protect product integrity and comply with store rules for certain goods.

Special-order products that are made or sourced to specification.
Opened software, digital downloads, and sealed items that are unsealed.
Alcohol-related memberships and stored-value cards are non-returnable.
Products affected by delivery, improper handling, or altered condition.

If you have questions about a specific item or order number, contact our service team for more details and clear policy information. We will verify whether an item falls under these exclusions.

Returning Products Without a Receipt

When a receipt is unavailable, we use clear steps to assess eligibility and issue store credit. A valid government-issued ID is required to process any return that lacks the original sales slip.

Please bring your ID and the items in their original condition when possible. This helps our team match your purchase to an account or prior order and speeds service.

We follow these guidelines to protect customers and prevent fraud. If we can verify the purchase, we will offer store credit based on the current amount for the product.

Have a government-issued ID ready at the store.
Provide any order number, card used, or account details to help locate the purchase.
Expect credit to be issued to your store account when a receipt cannot be produced.

Our service team is available to answer questions about timeframes, delivery issues, or special cases. We aim to make this process fair and straightforward for every customer.

State Specific Regulations for Alcohol Returns

Because state statutes differ, return options for alcoholic items depend on where you bought them. Laws can limit returns to cases of spoilage, contamination, or mislabeling. We follow those rules and local requirements at each store.

Before you bring back a bottle, check state-specific information and your order number or receipt. Some states allow broader exchanges, while others permit returns only when a product is unfit for consumption.

Rules vary by state; eligibility for returned products is not uniform.
We comply with all local regulations to protect customers and our service team.
Contact your store for exact conditions, time windows, and required documentation.

Our staff can confirm how your purchase and account credit will be handled. We aim to give clear guidance so you know what to expect when returning wine or other alcohol-related items.

California and Georgia Store Requirements

Laws in California and Georgia limit accepted alcohol returns to specific, proof-backed situations. We accept items only when a product is clearly spoiled, unfit for consumption, or sold in error.

When you visit our store, please bring purchase information such as your order number, receipt, or account details. Our staff will inspect the product and confirm whether conditions meet state rules.

These state requirements protect public safety and product quality. They mean we cannot offer a general exchange or refund for taste preferences or unopened items unless one of the legal conditions applies.

If shopping at a California or Georgia wine store, know returns are limited by law.
We accept returns only for spoiled, unfit, or mistakenly sold products.
Have your receipt or order number and a valid ID ready to speed service.
Our team follows these rules strictly to comply with local statutes.

Wisconsin Alcohol Return Guidelines

Wisconsin law limits alcohol exchanges to clear cases of spoilage or contamination. We can accept items only when a product is unfit for consumption under state rules.

Please confirm your order and selection before you leave the store or complete delivery. We cannot accept returns for taste preference or other reasons in Wisconsin.

If you believe a product is spoiled, contact our service team within days of your purchase. Provide your order number and any delivery or receipt information so we can review the condition promptly.

Returns allowed only for spoiled or contaminated products per state conditions.
Bring the product, purchase number, and any account or receipt details to help verification.
We investigate complaints quickly and work to resolve issues that meet state criteria.

We value our Wisconsin customers and follow local statutes to protect safety and quality. Contact us for clear guidance on how we handle eligible products and what information speeds processing.

Michigan Contamination and Damage Rules

In Michigan, we accept alcohol back only when the bottle or its contents are demonstrably unsafe.

If a product is spoiled, contaminated, or the container is damaged, bring the affected item to our store for inspection.

Our team will verify the condition, check your order number or purchase information, and confirm eligibility under state conditions.

If the damage renders the contents unsanitary, we may offer a cash refund or an exchange at the time of service.

Keep the product and any packaging to help our staff assess the issue quickly.
Bring your receipt, order number, or account details when available.
We follow Michigan law to keep products safe and stores compliant.

Eligible Condition	Proof Needed	Likely Outcome
Spoilage or contamination	Product and visible evidence	Cash refund or exchange
Damaged container	Item and packaging	Replacement or refund after inspection
Unclear condition	Order number or receipt	Further review; possible store credit

Kansas Twenty Four Hour Return Window

If a bottle is damaged, Kansas requires customers to act within 24 hours of purchase to request a remedy. We ask that you inspect any wine right after delivery or when you leave the store.

Please contact us immediately if you find a defect. Provide your order number, purchase information, and any visible evidence so we can review the conditions quickly.

Check the product at pickup or upon delivery to meet the legal time limit.
Call or visit the store with the order number and receipt when possible.
We will document the issue and follow state rules while helping you resolve it.

Issue	Action	Deadline
Spoiled or contaminated wine	Bring item and receipt for inspection	Within 24 hours
Damaged container	Contact store with order number	Within 24 hours
Unclear condition	Provide photos and information for review	Within 24 hours

Processing Your Refund Method

We process refunds using the original payment method tied to your order. This means your credit card, check, or other account will be credited to match the purchase path.

All items must be returned in original condition and packaging for a smooth refund. Meeting these conditions helps us verify the order number and speed approval at the store.

We process refunds to the same credit card or payment source used on the order.
Once approved, refunds typically begin within 10 business days so you can track the credit.
We provide clear information on refund status and who to contact if you need help.

Method	Condition	Typical time
Credit card	Items must be in original condition	Within 10 business days
Check or store credit	Receipt or order number verification	Within 10 business days
Account adjustments	Delivery or store inspection may apply	Within 10 business days

If you need more information about a refund, our customer service team can help. We will check your order and provide the details you need to track the credit.

Expected Timelines for Credit Card Refunds

Once a return is approved, the timeline to see funds on your credit card is largely set by your bank. We process the refund promptly, and most credit card refunds post to your account within five business days after we complete processing.

A close-up view of a credit card being placed on a rustic wooden table, symbolizing the concept of a refund. In the foreground, the card is slightly angled, showcasing its glossy surface and intricate details. In the middle ground, a hand—wearing a smart business watch—gently holds the edge of the card, emphasizing a sense of deliberation and care. The background features soft out-of-focus elements like a faint cash register or a shopping bag, hinting at retail experiences. Use warm, inviting lighting to create a welcoming atmosphere, with a shallow depth of field to hone in on the card and hand. The overall mood should evoke professionalism and trust, suitable for the financial context of refunds.

We send the required information to your card issuer as soon as we finalize the order adjustment. The exact time can vary because banks have different posting cycles and internal review steps.

To help you track the credit, keep your order number and account details available. If you do not see the credit after five business days, contact your bank first. Then reach out to our customer service with the order number and any delivery or processing information.

Action	Who posts the credit	Typical time
Refund processed by store	Card issuer	Up to 5 business days
Bank review or delay	Customer’s bank	May add 1–3 business days
Missing credit	Bank then our store	Contact bank, then contact us

Handling Check Payment Reimbursements

If you paid by check, we handle reimbursements with secure procedures and clear timelines.

When we process a returned order that was paid by check, we will issue a reimbursement check within 14 business days. We mail the check to the address on your account or the order record.

Please allow extra time for delivery after we mail the check. Mail times vary by location and carrier.

Reimbursement checks are issued after we verify the order and conditions of the product.
We send checks to the address linked to your account or order number for security.
Keep your contact information current to avoid delays in receiving funds.
Allow several days for standard mail once we issue the check.
Contact us for information if your check does not arrive or if details need updating.

Condition	Action	Timeline
Check payment verified	Issue reimbursement check	Within 14 business days
Address update needed	Confirm account information	Before check issuance
Check not received	Contact customer service for next steps	Allow mail time, then contact us

For questions about a specific order or delivery of your check, please reach out to our store support team for prompt information and assistance.

In Store Processing for Online Orders

Bring your online order to a nearby store and our team will verify details face-to-face for faster service. We process most online items in person so you get clear information and timely help.

Please have your order confirmation, purchase number, and any account details when you visit. Those items let us confirm the order and check conditions quickly.

Visiting a wine store for processing speeds verification and often shortens the time to a refund or exchange. Our staff follow set steps to document the issue and update your account or payment source.

You can return an online order to any local wine store for in-person handling.
In-store checks allow immediate verification and faster processing of refunds or exchanges.
Bring the order confirmation, number, and any relevant documentation to help our team.
Our staff will provide the information you need and complete processing within days when conditions are met.

Contacting Our Customer Service Team

If you need help with an order or account, our support team is ready to assist by phone or email. We handle questions about purchases, credits, and policy information for total wine shoppers across the United States.

Email Support Options

For non-urgent requests, email lets us review order details and reply with documentation. Send messages about damaged items, billing, or general policy information and include your order number and account contact.

We respond with clear steps so the wine customer knows what to bring to the store or how to proceed with online adjustments.

Telephone Assistance

For immediate help, call our main telephone number at 1-800-614-4283. A representative can assist with your order, verify your number, and update account details.

For concierge sales support, use telephone number 855-841-2752 to speak with a dedicated specialist. Keep your order number and account info ready to speed service.

Contact Method	Purpose	Number / Info
Customer service	Order help, refunds, account questions	1-800-614-4283
Concierge sales	Special orders and personalized assistance	855-841-2752
Email	Policy information, documentation, follow-ups	Include order number and account details

Final Thoughts on Your Shopping Experience

We want every shopping experience to end with confidence and clear next steps. We hope this guide clarified our approach and helps you feel secure when you shop with us.

Please read the terms if you have questions; our team supports every wine customer and will help you find the right solution quickly. We value feedback and use it to improve service for all shoppers.

Thank you for choosing Total Wine & More. We look forward to serving you again and making each visit easy, fair, and dependable.

FAQ

What is our store’s return policy for alcohol and related items?

We accept returns on most unopened, undamaged alcoholic beverages and related products within the timeframe specified by each state. Items must be in original packaging and in resalable condition. For full details, please see the state-specific sections below or contact our customer service team.

What are the original packaging requirements?

We require items to be returned in their original boxes, with labels and seals intact. Products missing caps, foil, or original wrapping may not qualify for a refund. If packaging is damaged during delivery, keep all materials and notify us immediately.

What condition must goods be in to qualify for a refund?

Goods must be unopened, undamaged, and free from signs of consumption. Bottles that are leaking, heavily scuffed, or altered will be evaluated and may be denied. We inspect returns to ensure they meet resale standards.

How long do we have to return purchases?

Return windows vary by state and by product type. Most locations allow returns within 30 days of purchase for unopened items, but some states have shorter windows. Please check your receipt or call our support line for the exact timeframe that applies to your purchase.

Which items are excluded from our returns program?

Certain items are not eligible, including opened beverages, perishable goods, and products sold as final sale or clearance. Memberships, promotional bundles that include nonreturnable items, and some specialty orders may also be excluded.

Are gift cards or membership fees refundable?

Gift cards and membership fees are generally nonrefundable. If you believe you have an exceptional circumstance, contact our customer service for a review and possible store credit options.

Can I return products without a receipt?

Returns without a receipt are handled on a case-by-case basis. We may offer store credit at the current selling price or verify the purchase through your account if you used a loyalty profile or provided payment information.

How do state regulations affect return rules for alcoholic beverages?

Alcohol laws vary widely by state and can limit return options. Some states restrict refunds for opened containers or require returns within a strict time period. We follow local regulations and adjust our procedures accordingly.

What are the specific requirements in California and Georgia?

In California and Georgia, returns must comply with state law; most unopened items qualify within the stated window. Some stores in these states may require returns to be handled in-store rather than by mail. Contact your local store for precise instructions.

What are the guidelines for returns in Wisconsin?

Wisconsin has specific rules for alcohol returns, including strict resale standards. We typically accept unopened items in original packaging within the state’s allowable timeframe. Damaged or tampered products may be refused.

What rules apply in Michigan for contaminated or damaged items?

In Michigan, we replace or refund products that arrive contaminated, spoiled, or damaged in transit. Keep all packaging and provide photos when you contact us so we can process the claim quickly and comply with health and safety regulations.

Is there a 24-hour return window in Kansas?

Certain Kansas locations offer a 24-hour window for returns on select items, especially for sealed products with visible defects. Check your receipt or call the local store to confirm whether this short window applies to your purchase.

How will we process your refund?

Refunds are issued to the original form of payment when possible. If you paid by cash, we may offer cash or store credit depending on the purchase amount and store policy. Returns without a receipt often receive store credit.

How long do credit card refunds take?

Credit card refunds generally post within 5–10 business days after we process the return, though your bank may take additional time. If you do not see the credit after two billing cycles, contact our support team and your card issuer.

How do we handle reimbursements for check payments?

For purchases made by check, we typically issue a check refund or store credit. Processing times vary by store, and identification may be required. Contact the store where you made the purchase to arrange reimbursement.

Can we process online order returns in-store?

Many stores accept in-store returns for online purchases. Bring your order confirmation, ID, and the items in original packaging. Some returns may require manager approval or follow a specific in-store process.

How can customers contact our customer service team?

We offer multiple support channels. Visit our website for the local store number and email address. For fastest service, use the phone number on your receipt to reach the store where you purchased the item or our central customer service line.

What email support options do we provide?

Email support is available for nonurgent inquiries, claims, and documentation of damaged goods. Include your order number, photos, and contact details so we can resolve your issue quickly and accurately.

How can customers get telephone assistance?

Call the phone number printed on your receipt or the store locator page to reach your local store. Our representatives can verify purchases, explain state rules, and guide you through the return process in real time.