Shipping & Customer Service
IMPORTANT:
SHIPPING DEADLINES FOR THE HOLIDAYS
Canadian residents
Place your orders by December 18th to ensure Christmas arrival and December 22nd for New Year's.
US residents
Place your orders by December 14th to ensure Christmas or NYE's arrival.
Ensure your gifts arrive in time—don’t wait!
Customer Service - Our Goal
At Rosehill Wine Cellars, we are committed to providing the highest level of service to all our customers. This means before, during and after your sale, you can contact us one of our specialists by phone, e-mail, or by appointment at our Toronto location.
How to contact Rosehill’s Customer Service Specialists:
By Phone: 1 888-253-6807
E-mail: csr@rosehillwinecellars.com
Problems or Questions About Your Order
Please contact Rosehill Wine Cellars with any problems you may be experiencing with your product(s) in the first thirty (30) days.
After thirty (30) days, please phone the manufacturer directly. They provide the warranty on the product and have technical staff to answer your questions.
Warranty
All warranties are offered directly by the manufacturer, and are generally list on our product pages. Please ensure you complete your warranty card (if applicable) and mail to the manufacturer or use the provided online registration link. Please refer to our specific product pages on our website regarding the specific product for warranty information.
Delivery/Shipping/Receiving your Order
Receiving your Order
Please inspect your order carefully including contents, condition and verify you received the correct merchandise.
If the exterior of the packaging appears to be damaged, please note this on the couriers' waybill when accepting the product. Carefully unpack and inspect all merchandise. Please do not damage or throw out the manufacturer's packaging. All the original packaging must be retained and returned if a problem exists.
Please contact us if you have any issues. If the product is damaged, we will send you either a new product or replacement pieces. We will expedite replacement parts quickly, and we do not need to wait for our settlement with the shipping company.
For most products, if the box(es) appear damaged, advise the driver and mark “Exterior Damage” adjacent to your signature (on signature line) but accept the shipment. Refuse a particular box only if it appears to have VERY extensive damage.
If contents are damaged, then contact our support team to report the damage within 24 hours. It is often cheaper and faster for us to send you needed parts than for you to refuse the shipment. While we do not anticipate damage, all our shipments are insured as we want to ensure safe arrival.
Returns – Conditions of Sale
Return / Exchange / Cancellation Policy / Conditions of Sale / Pick Up Orders
If you are not happy with your purchase, Rosehill Wine Cellars offers a money back return policy. We want you to buy with confidence, knowing that we will support you if there is a problem with your merchandise.
Special order products such as any made to order wine racking lines LiquidSystems, certain VintageView offerings, Premier Cru & Redwood Racking, custom pouring systems like vCanter and any special order cooling systems cannot be returned or exchanged. We will always mention when an order is non-refundable or eligible for return.
You may return or exchange an item within a period of thirty (30) days from original date of purchase. You must return the item with prepaid shipping, as we do not refund shipping costs. Items being returned to our Toronto location must be marked as "Goods Returning”. Shipping credits on Wine Cabinets or other products will be charged back as well, customer is responsible for the full cost of original shipping.
The item must be unused, in its original box and with the original packing materials. If the above conditions are not met, Rosehill reserves the right to refuse the return. All returns are subject to “up to” a 25% restocking fee. Some products are subject to the maximum 25% restocking fee due to the policy of the manufacturer.
For your protection, please ensure the package when shipping it back to us. Rosehill cannot be responsible for lost or damaged packages.
Prior to shipping anything back to us, please contact us, csr@rosehillwinecellars.com or your customer service representative at 1-888-253-6807 for a return authorization code. Items returned without prior approval may be refused.
STORE PICKUP ORDERS
Pick up orders will be held for a maximum of three weeks. Credit card may or may not be processed prior to pick up, and/or only a deposit will be charged in advance. As part of our fraud prevention policy, please be prepared to show your personal identification upon paying and picking up the item(s).
