Frequently Asked Questions & Answers
Need a little help? Explore answers to some of the most commonly asked questions from customers like you. From inquiries about your account to shipping information, limited-release lottery and everything in between, quick answers are just a click away.
Will I receive a confirmation number when creating an account?
How do I update my personal information?
Can I save my favorite products and recipes?
Can I save a store to my account?
How do I close my account?
Orders & Products
What if I can’t find what I want to purchase?
How do I place an order?
What methods of payment are accepted?
Are my purchases subject to sales tax?
Can I edit my order after it’s been placed?
Can I place an order to be sent as a gift?
I was able to place an order, and see a hold on my credit card, but I can’t see my receipt and haven’t received a confirmation. Now what?
How long will it take for my order to ship and be delivered?
My item was damaged or lost during shipment. Now what?
I received the wrong item(s) in my shipment. Now what?
When will I receive my Bordeaux Futures order?
How long will it take to receive a response from customer service?
What do different vintage statements mean?
Available Vintage: Products with a specific vintage year available for sale.
Multivintage: Products with more than one vintage year available for sale, i.e., 2020 and 2021 vintages. If placing an order for a product that states multivintage, you aren’t able to choose a specific vintage to buy.
Nonvintage: A product that doesn’t have a vintage or the product is a mixture of different harvest years.
What is FW&GS Pickup?
What products are available to order at my local store?
How quickly will my FW&GS Pickup order be ready?
How do I know when my FW&GS Pickup order is ready?
Why did some of my items or my entire order get canceled?
Can I add to my order after it’s been placed?
How long will my order be held if I don’t pick it up right away?
What do I need to pick up my order?
Can someone else pick up my order?
Can I purchase gift cards online?
How do I check my gift card balance?
How do I redeem gift cards online?
Am I able to return gift cards?
Shipping Information & Fees
What shipping costs will apply to my order?
How will my order be delivered?
How can I check the status of my order?
Returns & Exchanges
What if I’m not satisfied with my purchase?
What are special order products?
Where can I ship my special order?
How do I know my special order is in stock and available for delivery?
How long will it take to receive my special order?
When will I be charged for my special order?
Is there a minimum purchase requirement needed to place a special order?
How are special orders delivered? Will there be a tracking number available?
What are the shipping costs for special orders?
If I change my mind and want to cancel a special order, can I get a refund?
What if I’m not satisfied with my special order, can I return it?
What is the Limited-Release Lottery?
Why did the PLCB develop and implement the Lottery?
What products will be made available through a Lottery?
What prices apply to the products made available through a Lottery?
How will available Lottery inventory be distributed?
Who can participate in a Lottery?
Each Lottery conducted by the PLCB will be open to individual consumers and licensees in Pennsylvania.
In order to be eligible to participate in any Lottery, individual consumers must sign up for or have an existing customer account at FWGS.com with billing information on file through a Quick Checkout Profile. Only Pennsylvania residents who are at least 21 years of age, have provided a verifiable Pennsylvania billing address, and have designated a valid Fine Wine & Good Spirits store address for pick up are eligible to participate in a Lottery.
Licensees must sign up for or have an existing customer account at FWGS.com with billing information on file through a Quick Checkout Profile. Only Pennsylvania retail licensees whose licenses authorize the resale of wine or spirits for on-premises consumption and whose licenses are active/operational may participate in a Lottery. Licensees whose licenses are in a revoked, have a history of revoked status or canceled status are not eligible.
May I create or use multiple accounts for purposes of entering a Lottery?
May I register an account on behalf of someone else?
When can I sign up to participate in a Lottery?
How do I submit an entry for a particular product code drawing conducted as part of a Lottery?
How many entries may I submit during the same Lottery?
Each individual consumer may enter a maximum of one time per each product code drawing conducted as part of a Lottery. Any individual consumer who submits, or is suspected of submitting, multiple entries for the same product code drawing may be disqualified.
There is also a limit of one entry per household or billing address for each product code drawing conducted as part of a Lottery. If more than one entry is submitted for the same product code drawing by different individuals living in the same household or sharing a billing address, the PLCB may either disqualify all entries or accept only the first entry received from that household or billing address.
Each licensee may enter a maximum of one time under each license that it holds per each product code drawing conducted as part of a Lottery. Holding a secondary permit, such as a Wine Expanded Permit, does not entitle a licensee to submit any additional entries. Any licensee who submits, or is suspected of submitting, multiple entries under the same license for the same product code drawing may be disqualified.
How many items may I purchase during the same Lottery?
Individual consumers will be permitted to purchase a maximum of one item per household during the same Lottery, regardless of the number of product code drawings conducted or entered.
Licensees will be permitted to purchase a maximum of one item per each license that it holds during the same Lottery, regardless of the number of product code drawings conducted or entered. Holding a secondary permit, such as a Wine Expanded Permit, does not entitle a licensee to purchase additional items.
How will the drawings be conducted?
The PLCB will use a random drawing process to select the winning entries relative to each product code drawing conducted as part of a Lottery. For any Lottery, the drawings for the product codes having the smallest number of bottles available will occur first, and will be followed sequentially by drawings for offerings having larger allocations. Moreover, the drawings for any multi-bottle package product codes will occur prior to any drawings for single bottle product codes. In addition, licensee drawings will be conducted prior to individual consumer drawings.
Any remaining entries submitted by a winning entrant will be removed from subsequent drawing pools as the drawing process progresses.
All drawings will be witnessed by an independent third party.
The PLCB will review each entry prior to the drawing process to confirm the eligibility of the entrant and the entry. The PLCB will also review all winning entries following their selection to verify the eligibility of the entrant and the entry. The PLCB may make determinations as to ineligible or disqualified entries at any time, and the PLCB’s decisions relative to such matters will be final and non-appealable.
What happens if my entry is selected?
What happens if my order is unable to be processed?
If the order of a winning entrant is unable to be processed due to expired or invalid payment information, or if the payment is otherwise declined, the winning entrant will be disqualified. Providing valid and accurate payment information is solely the responsibility of each entrant.
It is strongly recommended that lottery participants verify that their billing information is accurate and up-to-date whenever submitting an entry for a Lottery.
It is also strongly recommended that lottery participants take extra care to supply a valid email address and exercise any other necessary steps to ensure that emails sent by Fine Wine & Good Spirits can be received. The PLCB is not responsible for any issues arising from sent email notifications being blocked, diverted, deleted or otherwise not received.
What happens if my entry is not selected?
What happens when items are broken, damaged or lost?
Is it permissible to resell items purchased through a Lottery?
Items offered for sale to individual consumers through a Lottery are not intended for resale. The sale of alcoholic beverages without a license is strictly prohibited under Pennsylvania law.
Items offered for sale to licensees may be resold by the purchasing licensee only to the extent authorized by the particular type of license held by that licensee.
What happens to individual consumers or licensees who violate the terms and conditions?
How does the PLCB have the authority to limit participation to in-state residents and licensees?