- Frequently Asked Questions
Q. How are the selections picked that you send me?
A. We have experienced and trained wine experts personally taste-testing each of our wines before hand picking the best monthly selections for you.
Q. Where do your wines come from?
A. They are sourced from the finest wineries across the US, and throughout the world, including France, Italy, Argentina, Chile, Australia, South Africa, Spain, Germany just to name a few.
Q. How do you get such good deals on wine?
A. We’ve developed close relationships with wineries and distributors worldwide through our fulfillment allowing us to negotiate on your behalf, passing that savings on to our members.
Q. Can I change my Wine Preferences as I learn more about what I like and what I don’t like?
A. We are a wine tasting club, allowing you this unique opportunity to learn, taste and experience wines from all over the world. What you can do is request all Red or all White or a blend of both and can make those changes right in your back office.
Q. What is the proper way to serve wine to my guests at a wine party?
A. Tulip shaped glasses or glasses that curve in allows for the best enjoyment when tasting wines. Reds at room temperature and Whites chilled to keep the vibrancy of the experience rich.
Q. Do you deliver to rural areas outside of towns and cities?
A. Our contracted fulfillment is with UPS so if you currently receive US Postal services most likely we can deliver directly to your door.
Q. What if I decide I don’t want to be in the club anymore?
A. You may cancel at anytime and we will discontinue your wine deliveries from the date of cancelation.
Q. How do I know if it’s a good wine?
A. Every individual has a unique palate and taste preference and what may be good for one may not be the preference of another. Read the tasting notes that come with each shipment and familiarize yourself with what your true preference is and where those wines come from.
Q. What’s the best way to store my wine deliveries?
A. Wine is best stored horizontally in a rack as the horizontal position best addresses sediment and long standing cork dryness issues.
Q. I have questions regarding compensations, where can I find answers?
A. There are several places that you can find these answers regarding the Business Opportunity compensation plan in your back office. First we recommend you watch the compensation video (click here to view). We also have a 2 page compensation overview you can print (click here to download) that you can review with your sponsor and to help you understand more of the business opportunity that Direct Cellars is offering.
Q. What is… or Where is… my ‘Welcome Email’? Why is this so important?
A. Immediately after you enroll you are sent an email with a subject line that’s reads: “Congratulations on a Great Decision”. This welcome confirmation email along with thanking you for joining the club contains your information that you set up during your enrollment for quick reference to access your Business Management System (BMS) where you can locate all the tools to manage and track your business and much, much more! NOTE: If you didn’t receive your welcome email, please check your spam or junk folders as often emails with graphics are directed to one of those folders.
Q. Where can I find Marketing Tools? (Business Cards, Flyers, Banners, etc.?)
A. Log into your back office (BMS) and click on resources or you can download our free Direct Cellars mobile app (click for android | click for iphone). There you can find all approved templates and marketing tools to assist you.
Q. When is my wine being delivered?
A. Your tracking information will be sent to you within 14 BUSINESS days from UPS following your initial sign up. Also, tracking information can easily be found in your back office by clicking on the “orders” icon, order history and status. When your wine is shipped, your wine order status will change from ‘Posted’, to ‘Shipped (Track)’, and you can click on that link to be routed to your UPS package tracker. This will allow you to see exactly where your package is, and exactly when it will arrive.
Your MAP (monthly auto ship program) date is the monthly anniversary of your initial sign up. If you signed up on the 6th of any month, your MAP date will be on the 6th of every month thereafter. If you signed up the 28th, 29th, 30th or 31st, your MAP date will ALWAYS be on the 28th of the month.
Note: We CANNOT deliver to PO Boxes and your delivery MUST have an adult signature over 21. This is the law and cannot be waived under any circumstance.
UPS will attempt up to 3 deliveries, in addition to holding your package for 5 business days for you to pick up at said location.
Q. What states are we NOT permitted to ship to?
A. At this time we can not ship our wines to the following states: Utah, North Dakota, and there is a temporary hold on Oklahoma.
Q. When should I expect my wine to arrive?
A. racking information can be found in your back office usually 2-3 business days following your initial sign up… or MAP (monthly auto ship program) date.
Your MAP date is the monthly anniversary of your initial sign up date. If you sign up on April 6, your MAP date will be every 6th of the month thereafter. If you sign up the 28th, 29th, 30th or 31st… your MAP date will ALWAYS be the 28th of the month.
Go to your back office, click on the shopping cart icon. Your order history will appear. Under status will appear ‘posted’ or ‘shipped/track’. If ‘posted’, your package is processing… if ‘shipped/ track’ is posted, click on it. This will take you to our UPS link, and notify you of your most recent invoices transit progression & exact delivery date!
Please remember… we CANNOT deliver to PO Boxes. Your wine delivery MUST have an adult signature (over 21, please). This is the law, therefore cannot be waived.
UPS will attempt 3 deliveries… in addition to holding your package for 5 business days for you to pick up at location.
Q. What do I do if one of the following occurs?
a. I’ve missed my delivery.
b. I need to change my Shipping Address.
c. I need to delay my delivery.
d. My package was damaged in transit.
e. I did not receive my delivery.
A. Please contact our Customer Service department at 239-4DC-WINE.
Q. Can I order or “reorder” specific wines?
A. The wine experts take great pride in hand selecting your wines of the month & choosing vintages that have a strong palate appeal to a wide variety of tasters. Some of our vintages are in such limited supply that reordering a ‘specific label’ is currently unavailable.
Q. What can I expect IF I Order:
TWO (2) BOTTLE ORDER:
1 Red & 1 White, 1 variety of each or
2 Reds or 2 whites, (2 varieties, 1 bottle of each)
FOUR (4) BOTTLE ORDERS:
2 Reds/ 2 Whites-(2 varieties, 2 bottles each)
4 Reds or 4 Whites-(2 varieties, 2 bottles each)
TWELVE (12) BOTTLE ORDERS (CASE ORDERS):
6 Reds/ 6 Whites – (4 varieties, 3 bottles each)
12 Reds or 12 Whites – (2 varieties, 6 bottles each)
Q. When and how do I receive commissions?
A. Our commission periods run from Thursday to Wednesday (midnight, EST). All compensation earned during that period is paid the FOLLOWING Friday. Funds are made available at 5pm, EST. Our unique payment solution (iPAY) is available to all representatives through their back office once you have a current balance of $25.00 or more. Then you can set up your personal eWallet that will allow you to transfer any earned commissions to a variety of locations i.e. direct deposit into your bank account, debit card or even request a paper check. iPAY solutions is a payment partner of Direct Cellars and can be contacted directly by calling 239-4DC-WINE, press 3 and follow the simple instructions to speak with a representative.
Q. I tried signing someone up and the screen said processing. I tried several times. Now my bank says
A. This is an AVS Mismatch error. It is imperative your BILLING INFORMATION FIELDS are filled in exactly as they are on the card provider’s statement. In addition, information such as suite numbers and apartment numbers are critical. Other causes of AVS Mismatch errors are missing middle initials. Titles such as Jr. or Sr. or a business name with LLC or Inc. that are used on the credit card can cause errors. Please include this information within the application fields.
Please be aware that multiple AVS Mismatch errors can create multiple incomplete transaction amount holds from your credit card provider. These incomplete transaction holds can take 3-5 business days to drop off, depending on your specific card provider. Accuracy in providing this information will eliminate most of these errors.
Q. Can you ship to Alaska, Hawaii or Puerto Rico?
A. Yes we can and do ship to Alaska, Hawaii and Puerto Rico, yet there are additional shipping charges for these destinations. Please contact our customer service department at 239-4DC-Wine for shipping quotes.
Q. Are there any states we CANNOT ship to?
A. Due to individual state laws, shipping to Utah & North Dakota and currently Oklahoma is prohibited. Please see your e-blasts regarding status updates.