We do our best to make sure you or your gift recipient receive your wine successfully. A shipped email is sent to the email address on file when your package leaves us. This email includes your tracking number so you can follow your wine as it travels to you and you can track the status of your package on either the Loomis or Canada Post websites.
When packages are not successfully delivered and returned to us, it is most likely because you or your gift recipient were not available to sign for the delivery, or after the delivery attempt, it went unclaimed. You can check out our FAQ section on our website for more information.
If you fail to receive or pick up your package, it will be returned to the Kwäf warehouse. Please note: we cannot intercept a package that has been marked for return. When we receive a returned package, we will try to get in touch with you by email or phone to arrange the next steps. If the package was a gift, we will contact the purchaser, not the recipient.
After being contacted, the subscriber or purchaser has 14 days to confirm if they’d like the shipment sent again. If we don’t hear back, or if they change their mind about the purchase, we’ll issue a full refund minus a $10 restocking fee.
If a package is returned a second time or if return shipments become a repeat problem, we will require a $15 reshipping fee to send the package again.
After being invoiced for reshipping, a customer that’s indicated they’d like their package sent again has 7 days to remit payment, otherwise, they will be refunded for their purchase minus a $10 restocking fee.
If you have any questions or concerns, please don't hesitate to reach out.