Help Center

We currently do not have a customer service phone line. All order questions or inquiries must be through our "contact us" page or emailed to "customerservice@topshelfwineandspirits.com". Both ways go to the same email :)

All other mediums (social media DM's, phone calls, other emails) will be overlooked.

SHIPPING INFORMATION

Shipping destinations:

• We ship all over the United States except the following states:
• Alabama
• Alaska
• Arkansas
• Kansas
• Kentucky
• Mississippi
• Rhode Island
• Tennessee
• Utah

• We do not ship to PO boxes or APO/FPO addresses
• We do not ship outside of the United States

Shipping times:

*Shipping dates do not include processing time and are based on business days, so please exclude weekends for the estimate. Please reference your confirmation email of which shipping option you chose when checking out.

• All orders are processed within 1 to 5 business days
• Delivery estimate is how long UPS will take to deliver your package once it is picked up from our warehouse.

Holiday Shipping Times (December - January):

*Shipping dates do not include processing time and are based on business days, so please exclude weekends for the estimate. Please reference your confirmation email of which shipping option you chose when checking out.

• Holidays exempt from normal shipping dates: Orders placed in December through January require an additional 5 to 7 business days to process the order.
• Our warehouse is closed December 24th, 25th, 31st & January 1st. Please exclude these dates and weekends for the estimated processing time

• Currently, we are working on integrating a system to email customers for purchased out-of-stock items in the near future so we do not experience this again. We are working on emailing back individuals who have purchased out-of-stock items and giving full refunds for the inconvenience. We truly appreciate your patience!

Shipping costs:

• Shipping costs are determined by UPS, not Top Shelf Wine & Spirits
• Rates vary depending on distance, weight, shipping option, and handling

TRACKING

The journey of your item:

1. Your order is placed.

2. We process all orders in the order of purchase, exempt 1 and 2-day delivery options. 

3. Once your order is processed, you will receive a tracking number from UPS. Your order is being packaged at this time! Please allow 1-5 business days for your item to get packaged. *Please copy and paste the tracking number into UPS' system to track your order. You do not need to download any apps to track. 

4. Packed item awaits UPS driver for pick-up.

5. Once UPS driver picks up your item, it gets taken to the UPS warehouse and gets scanned. From here on out, you should see movement of your package on the tracking link.

6. UPS handles all deliveries. Once the package is in their hands, Top Shelf Wine & Spirits cannot edit, change, or speed up the delivery of your order. 

7. The package gets delivered.

8. Enjoy!

Shipping times:

*Shipping dates do not include processing time and are based on business days, so please exclude weekends for the estimate. Please reference your confirmation email of which shipping option you chose when checking out.

• All orders are processed and packaged within 1 to 5 business days, then shipped out
• Delivery estimate when checking out is how long UPS will take to deliver your package once it is picked up from our warehouse
• Express shipping options must be placed by 3:00pm PT to get shipped out within 24 hours.
• We cannot guarantee any shipping or delivery dates

Holiday Shipping Times (December - January):

*Shipping dates do not include processing time and are based on business days, so please exclude weekends for the estimate. Please reference your confirmation email of which shipping option you chose when checking out.

• Holidays exempt from normal shipping dates: Orders placed in December through January require an additional 5 to 7 business days to process the order.
• Our warehouse is closed December 24th, 25th, 31st & January 1st. Please exclude these dates and weekends for the estimated processing time
• We cannot guarantee any shipping or delivery dates

For Christmas Day Delivery:

• The following are estimated time frames and not guaranteed: 
• Ground shipping / Qualified Free shipping: Orders should be placed before December 10th.
• 3-Day Shipping: Orders should be placed before 12:00pm PT on December 20th.
• 2-Day Shipping: Orders should be placed before 12:00pm PT on December 21st.
• 1-Day Shipping: Orders should be placed before 12:00pm PT on December 22nd.
• UPS is closed to pick up the orders from our warehouse December 24-25th. Please exclude these dates in the shipping timeframe.

For January 1st Delivery:

• All orders must be placed before 12:00pm PT on December 30th. Please select 1-day shipping for 100% guarantee delivery (unless if your item is out of stock).
• UPS is closed to pick up the orders from our warehouse December 31st - January 3rd. Please exclude these dates in the shipping timeframe.

• Currently, we are working on integrating a system to email customers for purchased out-of-stock items in the near future so we do not experience this again. We are working on emailing back individuals who have purchased out-of-stock items and giving full refunds for the inconvenience. We truly appreciate your patience!

*In the event of an invalid/incorrect address is provided, we are not responsible for notifying the customer. Orders with invalid/incorrect addresses will not be processed. Please double check the recipient address to see if it includes street number, street name, apartment or unit number (if applicable), city, state, zip.

*Orders with 6 or more bottles will not be processed. Although we will try our best to get to every customer about this issue, we are not responsible for notifying the customer.

Shipping costs:

• Shipping costs are determined by UPS, not Top Shelf Wine & Spirits
• Due to age restrictions on alcohol, we are legally required to ask for an adult signature upon delivery. UPS charges extra for this action
• Rates vary depending on distance, weight, shipping option, and handling

Payments

You can select your preferred payment method at checkout.

• We accept secure payments through Shopify Credit Card processing via Credit Cards, Debit Cards, PayPal, & Top Shelf Wine & Spirits Gift Cards . 
• We do not accept Venmo, Zelle, or checks

RETURNS AND REFUNDS

Your 100% satisfaction is important for us:

• Due to the fact that our items are consumable, we do not offer returns or refunds once the order has shipped. 
• Once your order is successfully delivered, we cannot provide refunds. 
• If a product gets damaged or was faulty upon a delivery - we offer 100% refund. Please submit a claims form through our "claims submissions" page found at the bottom left corner.
• Please note that customers are responsible for shipping costs of returned items in the event of a failed delivery.
• If the refund or cancellation is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.
• We cannot offer refunds or cancellations for orders once the customer has made a fraud claim against us. 

GIFTING

We offer personalized gift messages with your order! Please select "gift message" option for $4.99 while adding your item to the cart. 

If you choose the gift option without any personalized message, we will provide a card that says "Enjoy!" or "Cheers!" with the order.

Please double check all spelling and grammar as we will not modify your message.

*Gift notes will only be printed when provided in the "gift message option" box.

**We will automatically refund orders that only have a gift message in the order but do not have any bottles.

Do you offer gift wrapping?

• Currently, we do not offer gift wrapping

I don't want prices shown!

• You MUST choose "gift message" to have the prices of your items removed, otherwise our shipping team will not know it is a gift and will pack the receipt in the box

Can I add an emoji?

• Our printers are not programmed for emojis, so it may appear dark, have a line behind it, or not printed.

Gift Cards

• We only offer e-cards at this time
• You do not need to pay for shipping insurance for e-cards
• Provide the recipient's email on the "contact" submission box when checking out

CANCELLATIONS

• We cannot cancel orders that are already in transit. 
• We cannot cancel orders with a tracking number.
• If the refund or cancellation is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after (2-5 business days)
• We cannot offer refunds or cancellations for orders once the customer has made a fraud claim against us. 

**We cannot guarantee all cancellations as it is based on how quickly customer service will get to your email, please allow an extra 2-3 business days to ensure we will get to your inquiry!**

We will NEVER make transactions made by you on our behalf! All purchases and payments must be submitted by YOU through our checkout process. 

Please check if the payment is pending, or if it went through. If the payment is pending, you should be getting your money back within a few business days as long as you did not place an order with us. If it did go through and you did not purchase from us, please contact your bank and dispute the charges.

*All orders marked as fraudulent on our system will not get processed and the money will get refunded.

**Payments from our company will show on your statement as "TOP SHELF WINE & SPIRITS SAN MARCOS, CA". If it says a city other than San Marcos, it is a different company or site. 

CHANGING YOUR SHIPPING ADDRESS

Go to your confirmation email or your account page, and reference the order # you'd like to edit the address of.  As long as your order has not been processed yet, you may edit the address there. 

If the order has been processed and you recieved a tracking number, please call UPS once you see movement on your tracking. You may either:

• Make minor shipping changes (i.e. add an apartment or unit number, spelling errors)
• Ask to be held at a nearby UPS location for pick-up

UPS or Top Shelf Wine & Sprits will not be able to make any major shipping changes once a tracking number has been created for your order.

**The customer is responsible for providing the correct shipping address upon checkout**

DID YOU RECIEVE A DAMAGED ITEM OR ARE MISSING ITEMS?

We are so sorry to hear that, it is never fun to experience something like this. Please take a photograph of the box it got delivered in (if you're missing an item) and/or the incorrect/damaged bottles. We require photographic evidence to proceed with claims.

Please fill out the form the claims submission form found at the bottom of our website (or click HERE for the link) so we can look into it for you!

Incorrect Bottles:

If you received an incorrect bottle, we may require you to return the bottle(s) to us using a prepaid label. In this case, the bottle(s) must be returned to us unopened. In the event an opened or empty bottle is returned to us, we will send an invoice to you. 

We can also offer you a 15% discount to keep the incorrect bottle. In the event that the incorrect bottle has a higher retail value than the one purchased, we will provide a $5 refund.

FAILED / REFUSED DELIVERY

In the event that an order is returned to our warehouse due to any of the following reasons:

- order refusal

- order cancellation

- lack of accepting order in any way

- UPS attempted delivery and no one or no persons above the age of 21 was home

The customer is liable for all shipping charges. The shipping charges in these cases are not refundable, and the customer is liable for any new shipping charges. 

Please contact us and choose "failed delivery" in the drop down menu in the 'contact us' forum. Please add your order number in the message.

*Top Shelf Wine & Spirits require someone of 21 years old or older to be at the shipping address upon delivery. UPS will attempt 3 times to deliver to your home. 

Please check your tracking link and see who signed for it. (We have experienced some customers where their neighbor signed for it so we recommend checking with them as well) Top Shelf Wine & Spirits cannot do anything on our end once the package is signed for and accepted. 

Please contact UPS to inform them of the issue- we hope you find your item!

Tracking number showing no movement for 5+ days:

This means your order has been either lost, or broken in transit. If you paid for shipping insurance on your order, it's easy! Just contact us with your order number and we will ship out a new one.

Please message us through our contact forum on our website or email us at customerservice@topshelfwineandspirits.com to recieve responses about your order, we'd love to help you! 

Currently, we do not have a Facebook page. If you have any social media inquiries, please DM us on Instagram :)

At this time, we don't have a customer service phone number. Please contact us through our "contact us" forum.

SHIPPING INSURANCE

We require all alcohol purchases to select shipping insurance. 

Top Shelf Wine & Spirits will cover:

• Damaged or broken bottles
• Missing packages in transit
• Incorrect items

Insurance does not cover:

• Shipping times
• Damaged or missing product packaging
• Failed delivery
• Rejected delivery
• Stolen packages

For insurance claims, please fill out 'claims submission' form located at the bottom left corner of our website. We require photographic evidence to proceed with all claims. 

ORDERS WITH PRE-ORDER ITEMS

Congrats! You're early in line to getting an item that hasn't been released yet. 

Why does my item say "shipped"? The tracking shows no movemet.

• Sorry for the confusion! It's not shipped until the release date written on the description page of the item. Our process is the following:

1. You place the order.
2. We process your order, which at this time a tracking number is created and you get an email saying that your order has shipped (if you have a pre-order item, it hasn't yet).
3. We hold on to your individual tracking numbers until the pre-order item comes in stock.
4. Once it's in stock, we pack your order and ship it out! Typically, there's a bunch of pre-orders in which case we can't ship all the orders out in one day. Once it hits the restock date, please allow 1-5 business days for your order to be shipped out.
5. The tracking will now show movement- it's heading your way!
6. UPS will show a delivery time frame. Please remember to be home to sign for the package.
7. Enjoy!

Can you ship out other items first, then ship out the pre-order item later?

• No. We will ship out your order as one shipment. So if you have items on your purchase that we currently have in stock, please wait for the pre-order item to be in stock and we will then ship out your order in one package. 

When will your item be in stock?

• The stocking date will typically be listed on the product description page :)

Currently we do not have that option on our site. If you live in San Diego, come on by! Our online inventory matches what we have in our store. 

PHOTOS VS ACTUAL BOTTLES

Although we try to keep up to date with photographs, we do not guarantee that the delivered product matches the product photograph. On the other side of the computer is a real-life human updating every photo, status, and description so although our team is awesome, we have to account for human errors as well! If you did in fact recieve a bottle completely different (i.e. the name on the bottle is different from the description) please submit a claims form HERE.

Tip: If you recieved a product with a different look, double check to see on the distiller's website to see if they updated their bottle look! Distillers are always changing the look of the bottle :)

*Packaging is not always included. This is due to the distributors that supply us with the product do not always provide us with the packaging. In addition, due to COVID the suppliers have had less production and shortages of supplies.

Our bottles are packaged in unbranded bubble wrap or pulp inserts! We try our best to make sure that each bottle is protected. The box that it is shipped in does not indicate that it contains alcohol- it's just a plain, cardboard box.

In the case that you recieve an order where the bubble wrap or inserts have a carrier name (UPS, Fedex, etc.) written on it, please contact us using the "Claims Form" as this indicates tampering with the package and we can make a claim with UPS and it would help us out!

What if my order has many bottles?

Orders with multiple bottles will be shipped essentially the same as any single package, with each bottle bubble wrapped or inside a pulp insert. If your order has over 12 bottles, we typically ship your order in 2 boxes or more.