HWC Policy Changes and Updates
Due to the fast-growing numbers in the Huber Wine Club, we have had to streamline the way we handle our Wine Club Quarterly Selection and distribution. There will be a couple of small changes, which will not affect the vast majority of you. Read on for more information:
NEW SHIPPING POLICY FOR PICK-UP CUSTOMERS– Effective January 2012:
Effective immediately, wine selections for pick-up customers which are not claimed by the end of the last pick-up date will no longer be shipped to the customer automatically. HWC members who have selected the “Pick-up” preference will have a minimum of 2 weekends (and the weekdays in between) to pick up wine at the Winery. If at the conclusion of that timeframe the selection has not been picked up and the customer wishes to have their wine shipped, the customer must submit an email request to email@example.com and pay shipping charges in order to have the selection shipped.
An email confirmation of shipping fees charged to the Wine Club member’s account will be generated and the wine will be shipped to the shipping address on file. “Pick-up” Selections will not be shipped to Pick-up customers until after the end of designated timeframe for selection pick-up.
If the selection was not picked up during the designated time frame and the customer does not wish to have the wine shipped (or if shipping is prohibited by law), wine selections will be available for pick-up during regular winery hours for an additional 30 days past the last date for pick-up. Any “Pick-up” wine that is unclaimed after that point will be forfeited and no refunds or substitutions will be given to the client.
NEW POLICY FOR SHIPPING CUSTOMERS: Effective immediately, any customer who has selected the “Ship” preference for their quarterly selections may not pick up their wine at the winery. Wine selections for “Ship” wine selections will be processed in advance of “Pick-up” selections and will not be available to pick-up.
Customers who wish to change their preference from “Ship” to “Pick-up” for a particular quarterly selection must make an email request to firstname.lastname@example.org at least 48 hours prior to the date published for processing quarterly selections. Any changes made to the account within 48 hours of a quarterly selection being processed will not take effect for that selection. Those changes will be effective with the next selection. (ie: Changes submitted within 48 hours of processing the Spring 2012 selection will not take effect until the Summer 2012 selection.)
NEW Credit Card Processing Policy
All wine club memberships have a credit card on file that is charged each quarter for the selections. It is the responsibility of the member to ensure that the card on file is valid and has a current expiration date. We will do everything we can to let you know that your card is getting ready to expire, particularly if there is an upcoming shipment. However, due to the very high demand for the HWC wines, if the wine shipment is processed and your card is declined, you will not be guaranteed to receive wine.
HWC members will be permitted to pay at pick-up, using the payment option of your choice, during the established pick-up window only.
Once the quarterly pick-up is over, any remaining wine in inventory will be released to HWC members to purchase and then to the general public.
Wine selections are all processed within a two-day period, at a time stated in the quarterly newsletter, and invoices for paid wine selections are emailed to members at the email address on file. If you do not receive an emailed invoice
NEW Policy Regarding Failed Credit Card Authorizations and Expired Credit Cards
If a member’s account has 2 or more consecutive Quarterly Wine Selections where the credit card on file has been declined for any reason and the member does not pick up and pay for those shipments in person, the member will receive a direct email to request updated credit card information before processing any future orders. If the member does not provide updated credit card information prior to processing the next Quarterly Wine Selection, the membership will be cancelled. If the member wishes to reactivate after cancellation, there will be a $30 re-joining fee due and a valid credit card must be provided.
Any memberships with a credit card on file that will expire prior to the processing of the next Quarterly Wine Selection will be notified by email of the impending expiration. If the credit card is not updated prior to processing the selection, the account will be put on hold. If the Credit card is not updated prior to the next Quarterly Wine Selection, the account will be cancelled. If the member wishes to reactivate after cancellation, there will be a $30 re-joining fee due and a valid credit card must be provided.
NEW Policy Regarding Holding Shipments
Per the existing terms of the membership contract, if your account is set for “pick-up” and you do not pick up your wine within the established pick-up window, your account will be charged for shipping and the wine will be shipped to the address we have on file for you. If: 1) you live in a dry county or another location where shipping wine is prohibited by Local, State or Federal law, or 2) your credit card is declined for shipping charges, we will hold the wine here at the Winery for an additional 45 days past the last day at the end of the pick-up window. After that point, any unclaimed wine will be released. No refunds or substitutions will be given for unclaimed wine.
If your account is set for “ship” or if we ship your wine to you either at your request or after your failure to pick up during the pick-up window and the wine shipment is undeliverable*, it will be returned to the Winery by UPS. We will hold any returned wine shipments here at the Winery for an additional 45 days past the last day at the end of the pick-up window. After that point, any unclaimed wine will be released. No refunds or substitutions will be given for unclaimed wine.
*Wine is deemed undeliverable if :
1. Member has provided an incorrect or outdated shipping address or failed to update a new address;
2. UPS has attempted 3 deliveries unsuccessfullly; or
3. There is no one 21 or older available to sign for the wine at time of delivery.
REMINDER about Debit Card Processing
If you have provided a debit card to us for processing of quarterly wine shipments, please be aware that your bank’s policies may result in extra funds being held at the time of credit authorization. This additional amount generally shows on your pending statement as a duplicate charge in the same amount as your quarterly shipment. Typically the additional amount will drop off your statement within 2-5 business days but those funds are unavailable to you during that time. Should you see a duplicate charge for your quarterly wine shipment, verify that it is a debit card account (in particular, we have had this issue with PNC bank cards), then wait for 5 business days to verify that the charge drops off your statement. If, at that point the charge is still pending, please contact your bank for instructions.
REMINDER about changes to HWC accounts
Any changes to HWC accounts (email, shipping address, club preferences, shipping preferences, etc.) must be made in person or by emailing email@example.com. Changes submitted through our website “contact us” page, through voicemail or over the phone are not guaranteed to take effect in a timely manner.
In addition, any changes made to the account within 48 hours of a quarterly selection being processed will not take effect for that selection. Those changes will be effective with the next selection. (ie: Changes submitted within 48 hours of processing the Spring 2012 selection will not take effect until the Summer 2012 selection.), please email firstname.lastname@example.org to double check that: 1) we have your correct email address and 2) that your credit card was charged and your order processed.