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FAQ

Become a ReserveBar Partner:

Retail Stores

If you are a licensed retailer and would like more information about how to be a part of the ReserveBar network, please contact us at: info@reservebar.com.

Brands

If you are a spirits, wine or craft beer brand and would like more information about having your brand on the ReserveBar.com marketing platform, please contact us at:  brands@reservebar.com

Corporate Affiliations

If you represent a company with luxury or gift products and would like to discuss becoming a partner on our storefront, please contact rbconcierge@reservebar.com.

Gifting:

Assistance with Choosing a Gift

Our brands represent the finest in spirits, champagne and wine globally. Our aim is always to provide you with as much information as possible to help you make a selection that you or your gift recipient will enjoy. Please contact us at: rbconcierge@reservebar.com if you have any questions or if you would like assistance with choosing a product. If you do not see a product listed, please contact us, and we will be able to procure it for you.

Corporate and Bulk Orders

Our concierge service will work with you to select a gift that suits the occasion and your budget.  Please contact rbconcierge@reservebar.com so that we can help you with your gifting needs.  We are able to provide custom engraving and personalization for the perfect gift.

Giftware and Glassware

Select glassware and giftware may ship separately.  A ReserveBar representative will notify you by phone and email if, due to logistics, items in your order will be shipped separately.  Please note New York state law requires all gift items -- with the exception of glassare -- to ship separately.  Therefore all New York orders containing giftware other than glasses will always ship from an alternate location.  There will be occasions that, due to fluctuations in stock,  New York orders containing glassware may ship separately -- and if this is the case, you will be notified by phone and/or email.

Proposition 65:  CALIFORNIA RESIDENTS - PROPOSITION 65 WARNING: Consuming foods or beverages that have been kept or served in leaded crystal products or handling products made of leaded crystal will expose you to lead, a chemical known to State of California to cause birth defects or other reproductive harm.   This applies only to the Dartington Crystal "Bar Excellence" products which are handmade in England.  You may return this product for full refund within 30 days, if you wish.

 Order Issues:

Engraving

We have highly trained professionals performing the engraving on our products.  However, sometimes mistakes do occur.  If you receive an engraved product and the engraving is either wrong or messy, please take a photo of the engraved message and contact customer support immediately at support@ReserveBar.com.  

Missing Product

If you receive your package and your order is not complete, please take a photo of the package showing the tracking number and send to customer service at  support@ReserveBar.com.

Incorrect Product Received

If you receive your package and your order contains the wrong product, please take a photo of the product received in error as well as the package showing the tracking number.  Please send this to customer support support@ReserveBar.com.

Damaged Product Received

We are committed to ensuring that your order arrives in pristine condition. If you believe your order is damaged or flawed, please contact support@reservebar.com immediately so that we can address your concerns.

To ensure the swift handling of your concern, please include a photo of the damaged bottle, as well as a photo of the package in which it arrived clearly showing the label and tracking number.

When possible, we may request to have the damaged product returned to us so that we can determine how to avoid issues of a similar nature in the future.

Dissatisfied with the Taste or Quality of the Product Received

Due to applicable laws and regulations governing return of alcoholic products, we cannot accept any returns of product (except damage caused during shipment).

Returns:

How do I go about returning my product?

Once spirits, champagne or wine bottles leave the retailer’s premises, they cannot be returned pursuant to applicable law concerning alcoholic products.

If your product is damaged, the engraving is incorrect, or you have received the wrong product, please contact support@ReserveBar.com.

Please note that if there was an issue with your shipment where the engraving was incorrect or the product received was not the item you ordered, we will send you a return label for fedex or make arrangements for Fedex to collect the package from your office or home.  If the bottle(s) is/are not returned, your credit card will be charged for the cost of the bottle, plus applicable tax and shipping.  Opened bottles cannot be returned or refunded.

Order Placement:

What are the age requirements?

In order to remain compliant with federal laws that govern the shipment of alcohol, please ensure that there is an adult age 21 or over available to sign for the delivery at the shipping address you specify.  A valid ID may be required upon delivery.  By utilizing the ReserveBar platform, you are representing and confirming that both the ordering customer and the recipient are at least 21 years old.

What can I engrave?

When you select a product to engrave, it will allow you to engrave only a certain number of lines and characters per line depending upon the product chosen.  Please note that we are not able to engrave direct or implied profanity, emojis, accents or foreign characters.  If you are interested in having your company's logo engraved on a bottle, please contact rbconcierge@reservebar.com for pricing information.  We require the logo be sent to us in EPS format.

I would like to purchase a product that is not currently on your website.

 Please contact us at support@ReserveBar.com if you are interested in purchasing a brand or a specific brand product that is not yet featured on the ReserveBar site.

Can I place an order over the phone?

Typically, all orders must be placed through our website. However, if you are having trouble placing your order, someone from our customer support team will be happy to assist you.  Please call 855-588-1277 for assistance.

What are my payment options?

You can make purchases using your American Express, Visa, MasterCard or Discover credit card.

Please note that we do not accept international credit cards at this time via our website.  If you are based internationally and wish to place an order to be delivered to family, friends or colleagues within the contiguous United States, please email RBConcierge@Reservebar.com for assistance.  

My card was declined.  What do I have to do to have my order processed?

Due to our strict verification policy, which is in place due to a high rate of fraud for certain products, if we cannot verify that all your information is correct we cannot process your order. You will either have to contact your credit card company and have them rectify the situation or provide us with another credit card to be used for purchase. If all information is verified and satisfactory to our credit processing department, your order will then be processed.

Please note that we utilize a technology-based service to approve transactions. We apologize for the inconvenience caused in the event that one of our customer service representatives contacts you because your order is “flagged” as a potential unauthorized or fraudulent transaction. It may be just a matter of your transaction triggering an anti-fraud alert to us. We value your patronage and respectfully request that you allow our customer service to inquire further with you for additional information that will rectify the anti-fraud concern.  We hope that you understand that the process we employ helps reduce fraud and allows us to keep prices competitive for all customers.

When will my credit card be charged?

Your credit card will be charged only when your bottle is shipped. If for any reason we cannot process your order, your credit card will not be charged.

At times we might run a special promotion that will require payment in advance of shipment.  If this is the case, it will be stated on the product page.

How is sales tax calculated?

The sales tax quoted at checkout is based on the shipping address you provide.   

Order Cancellation:

We will try to accommodate an order cancellation if you are canceling within one hour of order placement.  Please contact us at  855-588-1277 or support@reservebar.com.  Please note that customer support is available to take your call Monday - Friday from 9am to 9pm ET.  Cancellations requests received over the weekend or on holidays will be addressed on Monday or the next business day.  We will do our best to accommodate these cancellations.

 Shipping:

Where do you ship?

Please refer to the “ship-to” stes on the product page to determine if a product is available to ship to your location. 

Do you deliver internationally?

We are in the process of rolling out locations outside of the United States. We will provide notifications on the website once delivery to those locations is implemented. 

Can I postpone delivery? 

Unfortunately we are unable to guarantee that an order placed can be held for delivery at a date later than the regular shipping window. 

When will my order arrive? 

An order confirmation email with a tracking number will be sent to you after your order has been processed, packaged and sent for delivery. If you click on the tracking number, it will take you to a webpage where you can track your package. You can also sign up for email notification on this site. 

We offer Ground Shipping and have a 3-5 Business Day (Monday-Friday) delivery window except for engraved bottles. Orders containing engraved bottles have a delivery window of 7-10 Business Days. If a product is out of stock, it usually takes approximately 1-2 additional days to prepare the shipment. We will contact you if your order contains an item that is either out of stock or back-ordered.  All orders marked for express delivery must be entered by 12:00 PM in order to be processed the same day for overnight delivery.  Express orders are guaranteed for overnight delivery only if the order is placed before 12:00 PM. All express orders placed after 12:00 PM may be shipped the next day for arrival at the destination the following day.  

NOTE:  Both ground and express shipments are picked up and delivered M-F.  Express and ground orders placed on the weekend will be processed the following business day. 

Will adding giftware to my order affect the delivery date?

Please allow an additional 5 to 7 business days for handling to the shipping time, for a total of 7-10 business days.  Express orders will ship AFTER the handling time period. Note that the purchase of this item does not include a bottle. All spirits and wine bottles are sold separately.

Can I change the delivery address on my order?

You should contact as soon as possible if you need to change the delivery address in an order:  855-588-1277 or support@reservebar.com.  Please note that if a package is returned to the shipper due to an incorrect delivery address, you will be responsible for paying any return shipping charges (which includes the original shipping cost) as well as the cost to reship the package.  Orders shipped via express are automatically shipped back using the same method.

Once an order has shipped and it is in transit, we are, in most cases, unable to change the destination of the package but are sometimes able to make minor corrections to an address (example:  suite or floor number).  If we need to correct the shipping address, your credit card will be charged for the cost imposed by the shipping company for the address change.  You will be notified in an email of the charge.

Please note that any changes made to the shipping address after an order is placed may result in a delay of your order.

Due to shipping laws, we are not able to change the address to a different state from the one selected when your order was placed. 

What happens if no one is available to accept delivery? 

ReserveBar strongly recommends that you check the shipping address for your gift recipient and use, when possible, a business address for your delivery so that someone age 21 or older is available to sign for the package.

 Up to three attempts will be made to deliver your order. A door tag will be adhered to the recipient’s mailbox or door after each failed delivery attempt. The recipient may contact the delivery company at any time using the door tag number or the tracking number noted in your delivery confirmation e-mail to make alternate delivery arrangements.

 If a third attempt at delivery has failed and the delivery company has not been contacted, your gift will be held at the local delivery company office for up to 5 business days.  If the packaged is not picked up within that period of time, it will then be returned to the shipper.  Your card will be charged for the return shipping fee.  In addition, you will incur a charge to reship this package.  Please note that if the gift does not contain an engraved product and you decide not to reship the package, you will be issued a refund less the cost of the first shipment as well as the return shipment.   Engraved products are not eligible for return and we will contact you to make arrangements to have the product reshipped.

What do you charge for shipping? 

As in most answers, it depends. The final delivery charge depends on many factors, such as: the weight of and number of bottles, the destination address, the shipping option you choose. The delivery cost includes surcharges for Adult Signature, Home Delivery, Scheduled Delivery and any fuel surcharges charged by the delivery company at the time of the order.  The cost of delivery will be calculated at checkout.

Will my gift be delayed during inclement weather?

Weather delays may cause road closures or other logistical difficulties. Unfortunately, delays during inclement weather are out of our control. We apologize for the inconvenience that these delays may cause.