The Exchange – FAQ (Frequently Asked Questions)

Frequently Asked Questions

Note there are two types of Exchange orders: subscription and one time offers. Some of the answers below are for subscription subscribers.

How can I skip a shipment?

You can skip a shipment by emailing [email protected].  The wines we order on your behalf take up to three months to arrive. Therefore, if you want to skip the next shipment you need to let us know around the same time you are receiving your current shipment.

I’m currently signed up for one subscription but I want to switch to another subscription (i.e. switch from Mixed to All Reds, Discovery to Black). 

Just email [email protected] and we’ll make the change for you. The change will need to be made close to the beginning of the three month order cycle. In short, you need to request the change before or just after your current case arrives and we’ll make sure the NEXT case is your updated case selection.

How can I cancel?

You can cancel your subscription by emailing [email protected]. The cancellation will need to be made close to the beginning of the three month order cycle. In short, you need to request the cancellation before or just after your current case arrives. We know this isn’t ideal but the wines we order on your behalf often take up to five months to arrive and we operate on a quarterly delivery cycle. We place the order for your next case long before you have received the latest case.

What if there is a bad bottle?

You can only get a credit if the bottle is faulty (corked, oxidized, etc), not just because you don’t like the wine. If a bottle in your case is bad or off, let us know at [email protected] within a month of receiving the bottle and we will work with the wine agency to credit your account. Note that the LCBO has strict rules when returning corked/ faulted wine to agents, LCBO or retail stores, the bottle must not be poured out or discarded because in order to accept a return, the agency will need the faulted bottle in their possession to return to the LCBO as all faulted products are tracked back to the supplier. The LCBO also restricts agents to a 6-month window.

What if I don’t like a bottle?

The wines were all carefully chosen by some of the top wine critics in the country so we can guarantee the quality of each wine you receive. However, not everybody likes the same things. If you did receive a wine that is not to your taste, please keep an open mind and treat it as a learning experience. Wine also makes great gifts so you can pass the bottle along to someone who you think will enjoy it. If the wine is faulty, please let us know at [email protected].

What if I really like a bottle and want more?

If you fall in love with any of the wines, we have made it easy for you to buy a entire case. Just go onto the wine’s page on WineAlign and click the Buy a Case Now button. Please note that many wines are in limited supply and may sell out quickly.

What if there is a broken bottle when I receive the case?

Although seamless to you, the way program works is that you pay to ship your wine to your house. Shippers (i.e. CanadaPost) will not take responsibility for any damages and insuring the replacement cost of the wine would be too expensive.

That being said, we’re here to help if there is a broken bottle. Please take a picture of the broken bottle and email it, and the wine’s details to [email protected] within a week of receiving the case and we will credit your account for the bottle amount.

I got my wines, now how do I add them to my cellar?

Simply go to the Exchange Account Activity page and click on the link to automatically add all of your wines to your cellar. The Account Activity page also lists all of your transactions, statements, shipping information and more. Click to enlarge the image below.

I’m going to be away when my next delivery is to arrive, what can I do?

If you are going to be away for a couple of weeks during the time of your next delivery, you can contact us at [email protected] to delay delivery. The case will then be delivered to you when you return. Or, you can re-route your shipment to an address that will be able to receive it on your behalf. Just log in and edit your shipping details and send us an email.

Why can’t I pick the wines I receive?

Our wines are selected and agreed upon by a group of some of the country’s top critics so we guarantee their quality and value and are confident you will enjoy the selections. The purpose of the Exchange is to be adventurous, to try something new and discover new grapes and new regions. There’s an incredible world of wine out there!

How does delivery work?

One of the advantages of The Exchange is that the wine is delivered directly to your home or office. Deliveries will be made via FIL Delivery or CanadaPost. The package will need to be signed for by someone not intoxicated and of legal drinking age. For these reasons, we suggest getting the package delivered to your office. More details on Shipping Fees & Covid19.

What are the charges on my credit card?

All credit card charges through the WineAlign Exchange will show up with the WINE prefix on your credit card statement. For every case that is processed through the WineAlign Exchange there will be three items on your credit card:

    • WINE – Deposit: We need a $100 REFUNDABLE deposit for every case to guarantee your commitment as we are ordering a case of wine on your behalf. This charge will occur up to three months before you receive your wine. The $100 also provides flexibility if you are owed money during the reconciliation phase as we can do a simple refund on your credit card.

    • WINE – Purchase: This occurs a week or so before your wine is delivered to your door. This is your whole-case purchase directly from an agency or winery and is your ‘deposit’ into your community cellar. The price of this case may be more than the price of your mixed-case ‘withdrawal’. Don’t worry if it is more as everyone pays the same amount for their final case. Any difference in price between your whole-case deposit and your mixed-case withdrawal will be addressed during the reconciliation.

    • WINE – Reconcile & Ship: This occurs when the wine ships out from your community cellar. It consists of a refund of your original $100 deposit, a squaring up of any difference in cost between the mixed-case of wine you receive and the whole-case you purchased, our $30 curation/storage/repackaging/handling fee plus the delivery costs. This will show up as a small charge or refund on your credit card. If your refund is in excess of your original deposit it will be sent as an Interac e-Transfer.

You can find more details of your order here: https://www.winealign.com/exchange/purchases .

Here’s a sample customer statement (click on image to enlarge).

When will I receive my wines?

You can expect delivery every three months. For example, if you received your first case in September, then you can expect the next case in December followed by deliveries in March and June.

Can I send a gift?

Absolutely! Just process an order like any order from Current Offerings. When you get to the Shipping details just make sure to click on the “This is a Gift:”checkbox (1) and enter the Shipping information for the gift recipient (i.e. their name and their address). As a bonus we will print whatever you have entered in the “Gift Message:” field (2), on a card and include it in their case.  If the gift isn’t anonymous then make sure to include your name in the Gift Message field.

I’m concerned about giving my credit card and personal information

We do not store or know your credit card number. We use a credit card processor with the most stringent level of certification available in the payments industry. To accomplish this, they make use of best-in-class security tools and practices to maintain a high level of security. In addition, we will not share your personal information. Please refer to our Privacy Policy in the Agreements section.

What does shipping cost?

We pass on the shipping fees with no markup. Charges will vary based on your location. Delivery fees average $20 in urban Ontario (Shipping Fees ).

What is a Referral?

You can invite your wine loving friends to join the WineAlign Exchange here. For everyone who joins The Exchange using your referral code you will receive free shipping on a future Exchange case. For example, if three friends join using your referral code you will get your next three Exchange shipments delivered for free (referrals have no cash value). As a bonus, your friends will also receive free shipping on their first case. We call that a win(e)-win(e).

What is the $30 Curation, Storage & Handling Fee?

This fee covers the costs of paying the critics to taste wines, the administration of the program, the receiving, storage, repackaging, and handling of the wines. And, to be completely honest, we have squeezed in a few bucks of profit so we can make contributions to our TFSAs, RESPs and RSPs like everyone else. Trust us, we’ve tried making retirement contributions by returning empties and it just doesn’t work.

How do I update my credit card information?

Go to the Exchange Update Credit Card page.

How do I update my Shipping information?

Go to the Exchange My Orders page and click ‘update’ under the Shipping Info column.

Where can I find more information about my order(s)?

Go to the Exchange Account Activity page and you’ll find your transactions, statements, shipping information and a link to automatically add all of your wines to your cellar.

Who can I contact if I have questions or concerns?

You can email us at [email protected] and someone will get back to you within one business day or sooner. Our hours of operation are Monday to Friday 9am to 5pm EST.

Why should I become a member of the Exchange?

 There are many advantages to becoming an Exchange subscriber.

• You’ll receive 12 bottles of wine of excellent quality and value every three months that have been curated by the country’s top wine experts.
• The case will be delivered directly to your home or office.
• The risk of purchasing an entire 12-bottle case of the same wine without ever having tasted it is gone.
• You will be able to try something new and to discover new grapes and new regions from around the world.
• Our selected wines are generally not available at your local liquor store and therefore not readily available to the average wine drinker.
• If you like a wine you can purchase more in a couple of clicks.

We KNOW you’ll enjoy the wines!