Help
Help
If you have any additional questions, comments or concerns, please contact our customer service team.
Email us: acacia.info@acaciavineyard.com
Call us: 707.226.9991
Our normal business hours are: 9:00 am to 5:00 pm (Pacific) Monday through Friday
Guarantee
We measure success by the satisfaction of our customers. We want to bring you the best products at the fairest price, backed by the best service possible. In our experience, that's the only way to create relationships that stand the test of time.
ORDER/ACCOUNT INFORMATION
• Complete Order Process
• Change My Order
• Add / Remove Items in Shopping Cart
• Check the Status of My Order
• View My Order
• Billing (Including How Tax is Calculated)
• Order Confirmation / Invoice
• Cancel Order
• Order Not Received
• Order History
• Change Username/Password
• Update Personal Information (DoB, Credit Card/Address etc.)
CLUB INFORMATION
• Club Benefits
• Join Wine Club
• Put Membership on Hold
• Cancel Membership
• Purchase Wine Club Membership
SHIPPING
• International / Domestic Shipping Territories
• Shipping and Delivery
• Delayed Shipping
• Expedited Shipping
• Shipping Destinations
• Shipment Tracking
• Packaging Options
• Weather Related Issues that Affect Shipping
• Delivery Signatures
• Winery Pickups
RETURNS
• Standard Return Policy
• Items Not Returnable
• Bad/Damaged Merchandise Upon Arrival
• Credits and Refunds
GIFTS
• Giving Wine as a Gift
• Gift Club Memberships
• Gift Certificates
LEGAL PURCHASE AGE POLICY
• Legal Purchase Age
• Legal Purchase Age Verification Process
• Unable to Verify Legal Purchase Age
USING THE SITE
• Terms and Conditions
• Privacy Statement
• Entering the Site and Age Verification
• Using the Shopping Cart
• Minimum/Maximum Order Quantities
• Enabling Cookies
• Opting Out of Promotional Messages
• General Difficulties Using the Site
ORDER/ACCOUNT INFORMATION
Complete Order Process
To place an online order with us, please follow these simple steps.
Login or create an account with us. While not required, logging in or creating an account allows you to receive special discounted pricing as you are shopping. Should you decide not to login or create an account, you may order as a guest.
• Place items in your shopping cart by clicking “add to cart” next to a product
• Visit your shopping cart and select “Checkout”
• If not already logged in, you may login, create a profile, or continue as a guest
• Enter your shipping information, including whether you are shipping this to yourself or to someone else
• Select your shipping method
• Enter your billing information
• Confirm your order
Change My Order
Once an order is submitted, it may be in a state that can be changed. Please call 707.226.9991 ext 2 or email and a customer service representative will be pleased to assist you.
Add / Remove Items in Shopping Cart
To add a product to your shopping cart, indicate the quantity you would like of that item and press the “Add to Cart” button.
To remove an item from your shopping cart, begin at your shopping cart page. Check the “Delete” box next to the product and select the “Update Cart” button. The item(s) you selected will no longer appear in your cart and the item subtotal is revised.
View My Order
You can view your active order(s) by logging into your account on any Acacia Vineyard Wine Shop page and clicking on “Order History” in the upper right side of the page.
Check the Status of My Order
In your Order History, if the order has shipped, the shipping carrier and tracking numbers for your shipment will be displayed next to the order status. If you have any questions about your order, please call 707.226.9991 ext 2 or email and a customer service representative will be pleased to assist you.
Billing (Including How Tax is Calculated)
All orders have three elements: a product total, shipping & handling, and taxes (where applicable).
• Your order product total will comprise the sum of your wine and non-wine product totals after any discounts.
• Shipping and handling is charged based on weight less any promotional discounts
• Taxes are calculated based on the wine and non-wine products in your order, shipping destination, and shipping and handling charges. In some cases, different tax rates may be applied to wine and non-wine products, as well as to shipping and handling.
Your credit card will be charged once your shipment has left our warehouse.
Order Confirmation / Invoice
After completing an order, you will receive an order confirmation email containing the details of your order and the amount that will be charged to your credit card. You may also see the status of your order and your order invoice by logging in to your account and clicking “Order History”.
Cancel Order
Once an order is submitted, it may be in a state that can be cancelled prior to it being shipped (orders cannot be cancelled after shipping). Please call 707.226.9991 ext 2 or email and a customer service representative will assist you.
Order Not Received
There may be several reasons why you did not receive your order. These include weather holds, no one of legal purchase age present to sign for your shipment, or a delay with the shipper. We suggest the following steps:
• Check the order status. Log into your account on any Acacia Vineyard Wine Shop page and click on “Order History” in the upper right side of the page. If the order status for your order shows “In process” we are still preparing the package for shipment and it has not left our warehouse. If the order shows “Shipped” the order is in transit.
• Track the shipment. You may use the carrier and tracking numbers to locate the shipment status with the carrier.
• At any time you may call 707.226.9991 ext 2 or email us and a customer service representative will be pleased to assist you in finding the status of your order.
Order History
You can view your order history by logging into your account on any Acacia Vineyard Wine Shop page and clicking on “Order History” in the upper right side of the page.
Change Username/Password
You can change your username and password by logging into your account on any Acacia Vineyard Wine Shop page and clicking on “Edit Profile” in the upper right side of the page. Once you have made your changes, click “Save” to save the changes.
Update Personal Information (DoB, Credit Card/Address etc.)
To ensure that you don’t have any interruptions to your orders or shipments, we recommend you review your account profile several times a year. You can change your name, address, email address, username, and password by logging into your account on any Acacia Vineyard Wine Shop page and clicking on “Edit Profile” in the upper right side of the page. To update your date of birth in your profile, please call 707.226.9991 ext 2 and a customer service representative will be pleased to assist you.
CLUB INFORMATION
Club Benefits
Acacia Vineyard wine clubs offer something for any wine lover. In addition to periodic wine shipments of hand-selected wines, wine club members receive:
• Print and online newsletters
• Members only exclusive offers and promotions
• Invitations to special release events and winemaker dinners at the winery or in your area
• 20% discount off wine and merchandise online or at our Visitor Center
• Access to purchase older vintages at the winery or online
• Complimentary tours and tastings at the winery
Join Wine Club
To join our wine club, please click here and complete a membership application, or call 707.226.9991 ext 2 to speak with a customer service representative.
Put Membership on Hold
Club members may put their membership on hold for up to six months. Please call 707.226.9991 ext 2 or email and a customer service representative will be pleased to assist you.
Cancel Membership
We ask that all Wine Club Membership Cancellation Requests be sent in writing (for both yours and our record purposes). There are three ways that Written Cancellation Requests can be sent in:
1. Email. Simply Click here and send a cancellation request to our customer service department.
2. Fax. Send a faxed copy of a cancellation request to the following number: 707.226.1685
3. Mail. Send a physical copy of a cancellation request to the following address:
Acacia Vineyards
c/o Wine Club Department
2750 Las Amigas Road
Napa, CA 94559
Purchase Wine Club Membership
To purchase a wine club membership for yourself or as a gift, you can call 707.226.9991 ext 2 and a customer service representative will assist you. You may also sign-up online by going to the Wine Club section of our website CLICK HERE.
SHIPPING
International / Domestic Shipping Territories
Currently, Acacia Vineyard ships to most states within the United States, including Alaska and Hawaii. Currently Acacia Vineyard does not ship to international destinations.
Shipping and Delivery
Acacia Vineyard offers four choices of shipping for your orders:
• Ground
• 2-Day
• Overnight
• Priority Overnight (only available in California)
Orders placed by 12pm Pacific Time will usually ship the next day, provided there are no compliance issues to resolve with you. Upon leaving our warehouse, you will receive a shipping confirmation email with tracking numbers, if applicable. Our carriers are UPS and FedEx.
Delayed Shipping
At this time we do not offer delayed shipping except when we institute a weather hold for wine delivery quality.
Expedited Shipping
If you prefer your shipment to be sent in a different manner than you originally requested, please call 707.226.9991 ext 2 or email and a customer service representative will be pleased to assist you.
Shipping Destinations
All shipment destinations are checked against state and local regulations to ensure that we may ship to that location. A signature of someone who is at least 21 years old is required to receive any wine shipments, but this may be someone other than the person whose name is on the shipment. We recommend shipping your wine to a business or an address where a person at least 21 years old may sign for the shipment during normal business hours.
Shipment Tracking
After a shipment has left the warehouse, an email with the tracking numbers will be sent to the email address provided on the order. These tracking numbers may be used with each carrier to track your shipment. Please refer to each carrier’s web site or customer service center for tracking the shipments.
Packaging Options
Our wine is packaged in shipping containers that vary in size depending on the quantity or weight of a shipment. These packages are designed to withstand normal transit conditions. Should you require special packaging requirements, please call 707.226.9991 ext 2 or email and a customer service representative will be pleased to assist you.
Weather Related Issues that Affect Shipping
Occasionally, exceptionally warm or cold weather will prompt our shipping team to delay a shipment to an affected area to ensure that the wine shipments are not subjected to adverse travel conditions. Should a weather hold occur, we will contact you in advance with an estimated ship date from our warehouse.
Delivery Signatures
All wine shipments require a signature upon delivery by someone who is of legal purchase age. We encourage all customers to ship their wine to a location where a person who is of legal purchase age is available to sign for the wine during normal business hours. If several shipment attempts are made and no one is available to receive the shipment, it will be returned to our warehouse and may be rescheduled for delivery by calling the customer service center. Shipping charges will apply to the rescheduled shipment.
Winery Pickups
At this time, we do not offer shipment pickups at the winery via online orders. If you wish to order wine and pick it up at the winery, we ask that you call us directly and we will be happy to assist You can reach us at (707) 226-9991 ext 2 or Toll Free at (877) 226-1700 ext 2.
RETURNS
Standard Return Policy
Your satisfaction is very important to us. If you receive an item that is not to your satisfaction, please contact us within thirty (30) days of your date of purchase at 707.226.9991 ext 2 or email and a customer service representative will assist you. Certain items may not be returned once opened.
Items Not Returnable
Acacia Vineyard stands behind our wine products and non-wine gift merchandise. Non-wine merchandise may be returned subject to our Standard Return Policy. Wine products may be returned subject to our Bad/Damaged merchandise policy. Please contact a customer service representative if you have any questions or concerns regarding any of your items purchased from Acacia Vineyard at 707.226.9991 ext 2 or by email.
Bad/Damaged Merchandise Upon Arrival
At Acacia Vineyard we are immensely proud of our wine quality. Should you experience an issue with your shipment, please contact us within thirty (30) days of your date of purchase at 707.226.9991 ext 2 or email and a customer service representative will assist you. In certain cases we may pick up any un-opened items and return them to our warehouse for our quality control program.
Credits and Refunds
Your satisfaction is very important to us, and we realize that sometimes a credit or refund of your order is the right thing to do. Credits and refunds to your account are made directly to your credit card.
GIFTS
Giving Wine as a Gift
Wine and accessories are a great gift for any occasion for family, friends, and corporate partners. If you would like to give an item as a gift, you may select “I am shipping this to someone else” during the checkout process, and may also include a gift message. This message will be displayed on a card that will be included in the shipment.
Gift Club Memberships
Wine club gift memberships are a terrific may to introduce others to the wonderful array of Acacia Vineyard wines. Gift memberships may be purchased for durations 6 months, 1 year or indefintely. Either you or the gift recipient will have the opportunity to extend the membership before it expires. To purchase a gift membership please call 707.226.9991 ext 2, email, or sign up online (CLICK HERE) and select the Gift Membership box on the application form.
Gift Certificates
Currently Acacia Vineyard does not offer gift certificates or gift cards, but you may send any item, including wine club memberships, as a gift. Please refer to our shipping pages for a list of states to which we may ship wine.
LEGAL PURCHASE AGE POLICY
Legal Purchase Age
Acacia Vineyard is committed to responsibly selling our products to only those individuals who are above legal purchase age. All wine is being sold by Acacia Vineyard, and may be sold and delivered only to a person who is of legal purchase age (21 years old). Each order from Acacia Vineyard requires you to represent to us that you are at least 21 years old and the recipient of any wine shipments is also 21 years old. At the time of delivery, any shipment containing an alcohol beverage product will require the signature of an adult with valid picture identification issued by a government agency to prove he or she is at least 21 years old.
Legal Purchase Age Verification Process
Acacia Vineyard is committed to responsibly selling our products to only those individuals who are above legal purchase age. Upon entering the Acacia Vineyard Wine Shop for the first time, we ask that all visitors verify that they are of legal purchase age for their country. In addition, every order placed through the Acacia Vineyard Wine Shop online or via our Customer Service Center is age verified. In some cases, we are not able to verify the age of the purchaser, and may suggest additional information to include in the order that will enhance our ability to verify legal purchase age. In some cases, we will ask a purchaser to call a Customer Service Representative to provide additional information before completing an order.
Unable to Verify Legal Purchase Age
In some cases, we will be unable to verify the legal purchase age of the purchaser. The best way to assist us in the age verification process is to ensure that the name and address of the purchaser is the same as a government issued identification (such as a driver’s license or passport).
If we are unable to verify that the purchaser is of legal purchase age, we will be unable to complete the order online, and suggest that you call 707.226.9991 ext 2 and speak with a Customer Service Representative.
USING THE SITE
Terms and Conditions
Use of the Acacia Vineyard Wine Shop is governed by our Terms and Conditions.
Privacy Statement
Please visit our Privacy Statement for more information.
Entering the Site and Age Verification
Acacia Vineyard is committed to responsibly selling our products to only those individuals who are above legal purchase age. Upon entering the Acacia Vineyard Wine Shop for the first time, we ask that all visitors verify that they are of legal purchase age for their country.
Using the Shopping Cart
To add items to your cart, please select “Add to Cart” next to a product. The items will appear in your cart on the right side of the site. To remove items from your cart, start from the shopping cart page by clicking on the “Shopping Cart” button at the top right of the screen. Check the “Delete” box next to the product and select the “Update Cart” button. The item(s) you selected will no longer appear in your cart and the item subtotal is revised. To update the quantity of an item in your cart, visit the shopping cart page, update the quantity in the quantity box associated with that item, and select the “Update Cart” button.
Minimum/Maximum Order Quantities
There are no minimum order quantities for any item, unless specifically noted next to the item. Maximum order quantities will be based on the individual shipping laws of the state that the wines will be delivered to. In some cases, limited-quantity wines may have a maximum order quantity that will also be noted next to the item.
Enabling Cookies
Our site uses cookies to enhance your shopping experience. To receive the full benefit of our site, cookies should be enabled in your browser. For more information on how we use cookies with our site, please visit our Privacy Statement.
Opting Out of Promotional Messages
One of the benefits of the Acacia Vineyard Wine Shop is receiving special offers and invitations to events that are customized just for you. Should you not want to receive these promotional messages, you may “opt-out” at any time by:
• Logging in to your account and updating your profile
• Selecting “unsubscribe” at the bottom of any of our online special offers and invitations
• Calling Customer Service at 707.226.9991 ext 2
• Request by email
General Difficulties Using the Site
Should you encounter any difficulties with the site, please call 707.226.9991 ext 2 or email and a customer service representative will assist you.
Acacia Vineyard encourages responsible drinking and therefore need to ask a few questions. This information will not be used to contact you in any way. Please do not enter this site if you are not of legal purchase age for alcohol in your country of access. By entering this website you accept the terms and conditions & privacy statement.
Enter your Email Address and your Username and Password will be sent to you.