Last updated: June 6, 2026

Overview

Monthly Sommelier takes care in preparing and coordinating wine gifts, wine gift baskets, and wine subscriptions so they arrive in appropriate condition and presentation. This policy explains how damaged, missing, delayed, undeliverable, substituted, or otherwise disputed orders are reviewed, and outlines situations where refunds, replacements, credits, or other resolutions may not be available.

Products may include wine, packaging, gift basket components, personalized messages, subscription selections, and related presentation materials depending on the product selected. Because many orders are prepared for a specific recipient, delivery address, delivery date, or subscription schedule, eligibility for a refund, replacement, credit, or other resolution depends on the order condition, delivery outcome, product type, alcohol-related requirements, and supporting documentation.

Damaged or Missing Items

If an order arrives damaged, defective, or missing items, the issue must be reported by the purchaser or recipient within 5 days of delivery.

Clear photos of the damaged item or items, the original packaging, and the full gift presentation are required so customer service can properly assess the issue. For wine-related damage, photos should show the bottle, label, seal, packaging, and any visible damage where safe to do so.

Once the required information is received, customer service will review the claim and respond as soon as reasonably possible. Where appropriate, customer service may offer a replacement, store credit, refund, partial refund, re-delivery, or other resolution based on the order condition, delivery outcome, product type, alcohol-related restrictions, and supporting documentation.

Refund Eligibility

Refunds, replacements, credits, or other resolutions may not be available in the following situations:

• Delivery issues caused by incorrect, incomplete, or outdated purchaser, recipient, billing, or delivery information
• Recipient unavailability, refused delivery, restricted access, failed building entry, or missed delivery attempts
• Failed age verification, lack of required adult signature, or refusal to provide valid identification where required
• Change of mind after an order has been placed
• Personal taste or preference related to a wine selection, varietal, style, vintage, producer, or subscription selection
• Customized or personalized elements, including personalized messages, once preparation or fulfillment has begun
• Substitutions made in accordance with our substitution standards
• Orders marked as delivered where proof of delivery has been obtained
• Delays or delivery issues caused by weather, traffic, carrier disruptions, courier delays, building access limitations, security procedures, public emergencies, alcohol delivery restrictions, or other circumstances beyond our control

Substitutions made in accordance with our substitution standards are not considered defects when the overall selection style, value, and intent of the gift are maintained.

Substitutions

Because wine availability can change, substitutions may be made when necessary. In all cases, we ensure the overall selection style, value, and intent of the gift are maintained, using our judgment to deliver a balanced and thoughtfully prepared wine experience.

Wine substitutions may occur because of supplier availability, vintage changes, delivery timing, product availability, regional restrictions, fulfillment requirements, or other operational factors. Substitutions do not automatically qualify an order for a refund, replacement, or credit when the substitution standard has been followed.

Returns

Orders are prepared specifically for each customer, recipient, delivery date, or subscription schedule, and many items cannot be reused or resold. As a result:

• Wine, alcoholic products, opened items, used items, or partially consumed items cannot be returned
• Gift baskets, prepared gifts, and subscription orders may not be eligible for return once prepared, fulfilled, shipped, or delivered
• Customized or personalized elements, including personalized messages, may not be eligible for return
• Refused deliveries are treated as undeliverable orders and may not be eligible for refunds
• Orders affected by failed age verification or missing adult signature where required may not be eligible for refunds

Re-Delivery and Re-Shipping

If an order cannot be delivered due to customer or recipient circumstances, re-delivery or re-shipping may be offered at the purchaser’s expense.

• Re-delivery or re-shipping fees depend on the product type, destination, delivery method, delivery partner, timing, and applicable alcohol-related requirements
• Wine gifts, gift baskets, or subscription orders may require replacement, repackaging, or reprocessing, and customers may be charged for associated costs when items cannot be reused or resold
• Re-delivery is not guaranteed and depends on product condition, delivery availability, recipient availability, age verification requirements, and applicable delivery restrictions

Shipping and Delivery Coverage

MonthlySommelier offers delivery within Canada. Delivery options, timing, fees, and availability are confirmed during checkout based on product selection, recipient address, subscription details, and operational availability.

Same-day delivery may be available for eligible wine gifts within the Greater Toronto Area (GTA) and the Greater Vancouver Area. Availability is confirmed during checkout based on product selection and delivery address.

Delivery dates, delivery windows, shipping times, and transit times are estimates unless expressly stated otherwise in writing by MonthlySommelier.

Office, Building, and Managed Property Deliveries

For offices, institutions, apartments, hotels, condominiums, gated communities, hospitals, and managed properties, delivery may be completed at a reception desk, mailroom, concierge, security desk, front desk, loading area, or other location accepted by the building, courier, carrier, or delivery partner.

Once delivery is completed to an accepted building location, the order may be considered delivered even if the recipient collects it later from building staff, security, concierge, reception, or another authorized location.

Alcohol and Restricted Items

MonthlySommelier sells wine only. Orders containing wine are subject to applicable alcohol laws, delivery rules, age verification requirements, recipient availability, adult signature requirements, and local delivery restrictions.

By placing an order containing wine, the purchaser represents that they and, where applicable, the recipient are of legal drinking age and that the order complies with applicable laws. Delivery may be refused if age verification, valid identification, adult signature, recipient availability, or other alcohol-related delivery requirements are not satisfied.

Orders affected by failed age verification, refusal to provide identification, recipient ineligibility, restricted delivery locations, or alcohol-related delivery limitations may not be eligible for refunds, replacements, credits, or re-delivery.

Cancellations and Order Changes

Orders begin processing shortly after payment is submitted. Customers should contact customer service promptly after placing an order if an address change, correction, cancellation, subscription update, or other change is needed.

• Once an order has shipped, been prepared, entered fulfillment, or been sent for delivery coordination, address changes or cancellations may no longer be possible
• Changes cannot be guaranteed once preparation, fulfillment, subscription processing, or delivery coordination has begun
• During peak periods or holidays, additional notice may be required and changes may not be available
• Subscription changes may depend on the renewal date, processing status, product availability, and subscription management rules shown through the Services

Subscription Orders

Wine subscription orders may be prepared and processed according to the subscription schedule selected or managed through the Services. Once a subscription order has entered processing, fulfillment, or delivery coordination, cancellation, address changes, product changes, or delivery changes may not be available for that order.

Customers are responsible for keeping subscription billing details, delivery addresses, recipient information, delivery instructions, and contact information accurate and current. MonthlySommelier is not responsible for delivery issues, failed deliveries, missed deliveries, or renewal issues caused by outdated, incomplete, or inaccurate subscription information.

Events Beyond Our Control

We are not responsible for refunds, replacements, credits, re-delivery, or other resolutions related to delays, non-delivery, failed delivery attempts, service interruptions, product availability issues, supplier issues, alcohol-related restrictions, weather events, carrier disruptions, courier delays, public emergencies, or other circumstances beyond our control.

Questions or Support

For assistance with an order, delivery issue, subscription order, damaged item, missing item, or other concern, please contact customer service through the contact methods listed on this website. Additional delivery-related questions may also be answered on our FAQ page.