Policy

Transit Timelines:
Orders are processed Monday through Friday, 9am to 4pm PST. Orders placed during processing hours may take up to two business days to ship. Order placed on weekends and holidays may take up to an additional 3 business days to ship.

Completed orders for express service placed during business hours ship within 24-48 business hours.

Customers requiring specialized delivery service are encouraged to contact our Customer Experience Team directly for assistance in placing the order.

Based on state availability, shipments are handled by UPS or FedEx. Unless designated by the customer, most orders are shipped via UPS ground service.

We cannot guarantee delivery dates, as transit times may change due to unexpected carrier delays.


Temperature Controlled States:

Shipments may take longer than usual to arrive due to the activation of temperature-controlled shipping for certain states. 

From April 1st through October 1st, packages to the Midwest and East Coast locations are shipped on a temperature-controlled truck on a Thursday to protect the integrity of your wine during its longer journey. Your tracking information will update once this truck hands your wine off to the carrier. 

Orders placed before 4pm PST on a Tuesday will be shipped on the Thursday temperature-controlled truck that week.
Orders placed after the cutoff time will ship the following week.

Ice Packs:
During the warmer months, ice packs are available to add to your shipment for an additional charge. Please note, ice packs cannot be added to any orders or sets that have a gift box.


Delivery Information:
Wine shipments require an adult (21 years or older) signature at the time of delivery. No wine will be delivered to a visibly intoxicated person, and any person unable to produce age verification forfeits their right to receive the shipment until identification is produced. In such circumstances, the order may be held in storage at a local depot until appropriate identification is produced, or it may be shipped back to us in original condition, restocked, and the purchase price refunded.

If a shipment is returned to sender, all costs associated with the returns due to unsuccessful delivery attempts will be charged to the customer.

Shipping charges include costs for third party transit and all product-handling costs. Orders are shipped following credit card authorization and settlement.

Reroutes & Cancellations:
If an order is rerouted due to an address change, a $40 handling fee will be imposed. For cancellation (intercept) requests, the handling fee and shipping costs will be charged.

Returns:
At DAOU, we are committed to the highest quality wines possible. By California and Federal law, we are unable to accept returns of alcoholic beverages unless the product is physically damaged Photos are required in order to start the claim process. 

Damaged Orders:
Despite our best efforts to secure wine shipments, wine bottles are fragile and issues arise from time to time. In the event your bottles arrive damaged, please contact our Customer Experience Team and we will rectify the situation quickly. 

Faulty Orders: 
We will happily replace with the same, or a similar substitute, any damaged or flawed wines purchased directly from the winery. However, we cannot replace DAOU wines purchased from other wine retailers or restaurants. As our corks are guaranteed TCA free, you may be asked to return the remaining wine and cork for testing and quality assurance purposes.