Refund policy

Please read the following conditions. Your use of this site represents acceptance and acknowledgment of the provisions set forth by Top Shelf Wine and Spirits.

All sales are final. No customer-requested returns are accepted in any way as mandated by California Law. If a cancelation is issued, the order will incur a 10% fee.

We will not offer any refunds or reshipments of any items for orders that have been shipped past 30 days. All order issues/claims must be submitted to us within 30 days of shipment.

Shipping Delays/Failed Deliveries

• In the event that an order is returned to the shipper due to any of the following reasons:

The customer is liable for all shipping charges, including an additional return shipping fee. Initial and return shipping costs are non-refundable, and will be subtracted from the total amount of the order. Refunds are processed within a calendar month of the returned delivery date to Top Shelf Wine and Spirits. If shipping costs exceed the item costs, no refund will be issued.

*If the delivery box is damaged, please accept the delivery and email us with a photograph of the delivered package. We will reship the damaged goods at no additional cost. All refused packages (even if the courier personally notifies you the items are damaged upon delivery) will incur a loss in shipment fees.

• We do not offer refunds on shipping costs as Top Shelf Wine and Spirits is not responsible for any carrier shipping delays. If the customer decides they no longer want the order while the package is in transit, the customer is liable for all shipping charges.
• Top Shelf Wine and Spirits will not provide any refunds for orders that have been submitted with the incorrect shipping address. Once in transit, we cannot reroute the package. Address changes are not guaranteed once the order has been placed. Please double check all information prior to checking out. 
• Top Shelf Wine and Spirits is not liable for any packages that have been stolen. All orders deemed delivered by the courier will not be reshipped or refunded. No refunds or reshipment will be issued even if a courier claim is approved for a lost package that has been delivered.
• To claim a lost package in transit, a full 7 days must have passed since the last scan or update on the provided tracking link. 
• Custom orders (i.e. custom labels, engraved bottles) that return to our warehouse due to a failed delivery will not be refunded. However, the customer can pay an additional shipping fee (returning fee & reship fee) to have the bottle reshipped within 30 days of original order shipment. 

Damaged Goods

• Damages to any cosmetic defects are not covered. Original packaging is dependent on supply and not guaranteed on every purchase (unless stated). Photographs of the listed item are not guaranteed to match the delivered product as many products update cosmetic looks frequently.
• Any quality issues with the liquid inside the bottles or packaging gimmicks (e.g., light-up features, voice recordings) must be addressed directly with the manufacturer. Top Shelf Wine and Spirits does not guarantee quality control for these aspects but will cover bottle breakages that occur during transit or delivery (see below for more details).
• If the bottle seal is broken but the seal is not fully opened and/or there was not significant leakage, a partial refund will be issued of 10% of the bottle. If the seal is completely off the bottle but the bottle shows no damage, no refunds will be provided as it could have been opened by the customer.
• Damaged corks are considered a manufacturer error. Please contact the manufacturer directly for this issue.
• In the event of a missing or broken item upon delivery, Top Shelf Wine and Spirits requires photographic evidence of the original packaging and items. Refunds or replacements will not be process without photographic evidence. For missing item orders, we require a photograph of the box it got delivered in. For broken, damaged, or incorrect items we require photographs of the bottles that clearly show the breakage (Chipped or non-leaking bottles do not qualify for reshipments or full refunds). Depending on the evidence, the customer may be required to return the bottles to receive a refund, store credit, or reshipment. A return label will be provided for free in this case.
  • Reshipments will be sent out via the shipping method purchased on the original order and will not be upgraded to faster shipping. If a return is required, the reshipment will be sent out once the bottle arrives back at our warehouse.
  • Customers must specify whether they would prefer a reshipment or a refund for their broken items. If no preference is stated, a reshipment will be sent by default. Once a reshipment has been dispatched, no refunds will be issued.
• If a reshipment of the customer's original order is returned to the warehouse due to a failed delivery, the cost of shipment will be deducted from the total amount of the order. In case of the shipping fees exceeding bottle cost, no refund will be issued. Top Shelf Wine and Spirits does not offer second or third reshipment options.
  
• Top Shelf Wine and Spirits does not cover any recipient-caused damage (example: customer dropped the bottle).
  
• If orders are broken or missing in transit, customers can choose between a refund or a complimentary reshipment. Reshipments will be sent out via the shipping method purchased on the original order and will not be upgraded to faster shipping.

 

Incorrect Goods

• Top Shelf Wine and Spirits will require photographic evidence to proceed with any claims. (If the bottle has been opened and/or liquid is missing from the bottle, no refunds or reshipments will be issued.) 
• In the event the product received is not what was ordered, Top Shelf Wine and Spirits will ask for the incorrect item(s) to be returned & delivered to our warehouse via a prepaid return label prior to sending refunds or replacements. All returned bottles must be unopened/undamaged for any refunds or reshipments. Customers may be offered a 15% discount on the retail price of the incorrect bottle to keep. We do not offer discounts of more than 15% off incorrect bottles. If the ordered item is out of stock, a store credit for the amount of the purchased item will be provided in place of a reshipment.
• Refused packages due to incorrect goods will not be refunded until the package has been received and processed at the warehouse. If the package is lost or damaged during its refused delivery return, Top Shelf Wine & Spirits will not issue any refunds or reshipments. We recommend accepting the package to ensure we can assist you.
  
• Gift messages that were not paid for will not be included in the shipment and cannot be refunded as it was not paid for.
• Missing bows will be refunded, not reshipped.
• Top Shelf Wine and Spirits does not guarantee the product photographs look like the delivered product as manufacturers are constantly changing the looks of their bottles. Please always rely on the product title and description when purchasing. 

Corporate/Event Orders

• In the event a cancelation is requested prior to shipment, a 30% cancelation fee will be issued on total amount of the order.
  
• If we placed a special order for your event and the bottle count is reduced prior to shipment, a 15% fee will apply to the refund amount for the reduced number of bottles.
• No cancelations are accepted once the order has been shipped.
• The policies set fourth under "Failed Deliveries" and "Incorrect Goods" within Top Shelf Wine and Spirits' refund policy applies.

 

No refunds or replacement bottles will be issued once a claim or dispute has been placed on your order.

 

For any questions or inquiries, customers must email [email protected] or fill out our Contact Us page. 

Top Shelf Wine and Spirits reserves the right at any time to modify any information on this website without notice. If you disagree with any of the content of this website, please do not use this website. 

Order fulfillment and customer service is operated by a licensed ABC retailer, Vista Wine & Spirits