Customer Service: FAQs

Below are frequently asked questions about GarysWine.com. If your question isn't answered here, please feel free to contact us at info@garyswine.com or call 888-99-GARYS (888-994-2797).

Ordering

Payment Options

Returns, Cancellations and Modifications

Shipping and Delivery

In-store pickup

Ordering

How do I know if my order was received?
If the order has been received by us you will first get an automatic confirmation by email, letting you know the items ordered and the total. We will then proceed to process the order, discussing with you any questions regarding vintages or availability before charging it to your card. You will receive a second email to let you know when your order is ready to be picked up, or when it has been scheduled for shipping or local delivery.

Can I order wine as gifts? Is gift wrapping an option, sending a card, etc.
If you want to include a card, please let us know in the comments section of your order what the card should say. For gift wrap, also let us know in the comments section and we'll contact you with options. If we are shipping the order we are somewhat limited as to gift wrapping, due to the requirements of certified wine shippers, but we'll do the best we can.

Do you offer mixed case discounts?
We offer a 20% discount on purchases of 12 bottles or more of 750 ml. wine. Items that are already on sale will count toward your 12 bottles but are not eligible for further discount. Be sure to sign up for our emails to find out about special promotions and future sales.

Are prices on the website the same as in-store or in ads?
We make every effort to ensure that our website reflects our best prices. In the event of a discrepancy, please contact us at info@garyswine.com or call us at 1-888-99-GARYS (888-994-2797).

Do you accept orders over the phone or via fax?
Yes, absolutely! For local delivery or pickup, you may call the store closest to you (Bernardsville: 908-766-6699; Madison: 973-822-0200; Wayne: 973-633-3900). For orders to be shipped, you may call 888-99-GARYS (888-994-2797). Orders may be transmitted to us by fax, but you must begin by telephoning the store nearest you. If you are not local, call 888-99-GARYS (888-994-2797).

How will you handle my order if an item isn't in stock or you only have a limited supply?
We will first attempt to get more of the item from our supplier. If this is possible but will take some time, we will contact you to give you the option to wait or take another course of action. If we cannot get more, we will contact you to give you the option to replace it, fill the rest of your order without those items, or cancel the order altogether. In any case, you will not be charged for anything until you approve the continuation of your order.

Are pre-sales & futures charged at time of purchase?
Yes. Paying ahead of time is the only way for you to be guaranteed a certain quantity at a certain price. Otherwise, you run the risk of the price going up once it reaches the shelf, or its having completely sold out before arrival.

Can wine be held without payment?
Yes, for up to 24 hours. After that, if we continue to "hold" the item any longer, it is with the understanding that it may be sold to a paying customer who requests it.

Is it possible to get wines or other products not listed on your website?
Feel free to call us at 888-99-GARYS (888-994-2797) if there is a wine or wine accessory that you cannot find on our website. We will be happy to order it for you, if possible, even if it is not listed on our website or we don't carry it as part of our regular stock. You may email us at info@garyswine.com and we will make every effort to get you the product.


Payment Options

What payment options are available with Gary's Wine & Marketplace?
Online orders will need to be paid for with a card carrying the Visa, Mastercard, American Express or Discover logo. Gary's Wine & Marketplace Gift Cards may also be used online, as described below.

Are gift certificates available and are they redeemable online?
Yes. Gift cards are sold on our website in many denominations. If you wish to use it for a purchase online, you may enter the gift card number from the back of the card into the comments section. You will also need to enter your credit card information in order to complete the technical requirements of the online processing system, but your card will not be charged unless the amount on the gift card will not cover the entire order. If you're going to pick up your order from one of our stores, you may present the gift card upon checking out.


Returns, Cancellations and Modifications

What is Gary's return policy?
We do our best to give you great service. If you are not satisfied with your order for any reason, please contact us as soon as possible by phone at 888-99-GARYS (888-994-2797) or via email at info@garyswine.com. We will work with you to remedy the problem. If necessary we will send you a return label to affix to the original packaging with instructions on how to arrange for a FedEx pickup.

Can I modify or cancel an order after it has been submitted?
Yes. Either reply to the automatic confirmation you receive by email, letting us know what changes you'd like to make, or email us at info@garyswine.com. If you cancel the order after it has already been fulfilled, however, there will be a restocking fee of 10%.

Please contact us as soon as possible, and within 24 hours of placing the order. Outside of this time window there is a chance that your order is already on its way to you!


Shipping and Delivery

Which states do you ship WINE to? And do you ship internationally?
We currently ship to 39 states and the District of Columbia. We do not ship to the following 11 states: AK, HI, KY, MA, MD, MN, SD, TX, UT, WV, WY. Shipping wine to those states is prohibited either by the law of that state or the law of New Jersey. Regulations concerning the shipment of wine have been changing often lately - if we cannot ship to you now, please check back periodically, because it is possible that the laws will have changed. We do not ship internationally.

Which states do you ship CHEESE and perishables to?
We currently ship cheese and other perishable products to 9 states on the North-Eastern Seaboard. We ship to CT, DE, MA, MD, NJ, NY, PA, RI, and VT. Due to the perishable nature of these products we limit our shipping area to those locations with guaranteed two-day shipping. It is important to us that you receive a quality product.


Do you have any minimums on orders for delivery?
There are no minimums for either shipping, picking up or local delivery; however local delivery orders less than $100 are subject to a $10.00 delivery charge - orders $100 or more will be delivered locally for free.

What is your local delivery area?
We offer local delivery to the following areas: Basking Ridge—07920, Bedminster—07921, Berkeley Heights—07922, Bernardsville—07924, Boonton—07034, 07082, Brookside—07926, Caldwell—07006, Cedar Grove—07009, Cedar Knolls—07927, Chatham—07928, Chester—07930, Convent Station—07961, East Hanover—07936, Essex Fells—07021, Fairfield—07004, Far Hills—07931, Florham Park—07932, Franklin Lakes—07417, Gillette—07933, Gladstone—07934, Green Village—07935, Hanover—07981, Kinnelon—07405 Liberty Corner—07938, Lincoln Park—07035, Livingston—07039, Madison—07940, Mendham—07945, Meyersville—07933, Millburn—07041, Millington—07946, Montclair—07042, Montville—07045, 07058, Morris Plains—07950, Morris Township—07960, Morristown—07960, New Providence—07974, 07975, New Vernon—07976, Parsippany—07054, Peapack—07977, Pequannock—07440, Pompton Lakes—07442, Pompton Plains—07444, Randolph—07869, Riverdale—07457, Roseland—07068, Short Hills—07078, Springfield—07081, Stirling—07980, Summit—07901, Totowa—07511, 07512, Verona—07044, Warren—07059, Wayne—07470, West Caldwell—07006, Whippany—07981. View Map (PDF)

Are shipments insured?
Insurance is included in the shipping cost.

When can I expect shipment?
We make every effort to process your order as quickly as possible. Most orders ship within 24 hours. Our default shipping method is FedEx Ground. For orders shipping to the New York Tri-State area please allow 1-3 business days for delivery, for the Midwest please allow 3-5 business days, and for the West Coast 5-7 business days.

What is your summer shipping policy??


Gary's Wine & Marketplace is committed to ensuring that our customers receive a quality product; this is of the utmost importance to us.

With regards to wine, excessive exposure to heat can seriously damage the quality of the wine, a particular concern during the hot summer months. Cheese and perishables as well.

As such, please note that any orders placed online may be held temporarily due to high temperatures:

-We will not ship any wine or perishable when forecasted temperatures are above 80 degrees in our area or the destination of the order.

-We will hold the order in our temperature controlled storage facility at no additional cost to you until it is safe to ship.

- If you wish to expedite shipping because it is time sensitive, please contact us at 1-888-99-GARYS and we will work with you to discuss the possible options.
We apologize for any inconvenience, but this is the best way to ensure that you receive a quality product every time.

What should I do if no one is available to sign for my shipment, or if the person isn't of legal age?
Many customers choose to have their order sent to their work address so that an adult is present to sign for it. If an order is sent to a home address and an adult is not present, FedEx will try to deliver twice more on consecutive business days. FedEx will furnish their telephone number on the door tags they leave so that the customer can call to arrange pick up of their package at the local FedEx facility if they like. FedEx will hold packages for five days if a customer tells them that they are coming to pick up their package. If the customer does not contact FedEx, or if the package is not picked up within the five day window, FedEx will return the package to us. We will need to charge shipping again for re-shipping packages.

No signature is required for non-alcoholic products however we recommend that in the case of cheese and other perishable products that someone be there to accept the order.

How can I track my order?
The Order Fulfillment email will contain your FedEx tracking number, which you can enter at FedEx.com to track your package. If you have further questions feel free to contact us at 888-99-GARYS (888-994-2797).


In-store pickup

How long does it take for an order to be filled and be ready for pickup? Is that the same for gift baskets?
Pickup orders are usually ready within 48 hours, often within 24. If there are any discrepancies with vintage or quantity, we will need to contact you, so this might take a little longer. If you need your order ready on the day you place it, or within any specific amount of time, please let us know in the comments section, by email or by phone. We will be happy to expedite it.

What do I need to bring when I pick up my order?
A customer should print out their Order Confirmation and bring it with them when they come to pick up their order, along with proper identification. If someone other than the customer is picking up the order, tell us in the comments section of the order form or email us at info@garyswine.com.

Is there a holding period for pickup orders?
Yes. We will hold wine for free for up to 1 month. After that, we will charge the owner's credit card a $20/month per case storage fee.