Our first priority is customer satisfaction. We constantly strive to give you quick, easy and stress-free shopping that respects your precious time. It is our mission to achieve the best shopping experience for you, and satisfy all customers with our excellent wine storage products.

To that end we will do everything that we can to ensure that you are happy with your purchase. Typically, this customer satisfaction happens naturally since we sell great products, choose outstanding prices, ship orders promptly, and quickly respond to questions.

This policy is your assurance -- and our commitment -- that if any issue comes up, we will do our best to resolve it to your satisfaction.

COMMON PRODUCT QUESTIONS

Do I put the racks together myself?

Racks are shipped mostly pre-assembled but will require some basic user assembly in order to set the racks up. We recommend the use of a cordless screwdriver or drill fitted with a phillips bit for most assembly.

How long does it take to assemble a rack?

Small racks should take less than 10 minutes to assemble. Large racks can take up to 30 minutes per rack to assemble. Please see the user instructions that come with your rack for step by step direction.

What are your racks made out of?

All lattice-type racks are made from clear, knot-free Premium Redwood or Ponderosa Pine. Tops and solid bin components are "knotty" grade and may contain non-structural, quarter-size knots. Pine has a soft natural white/yellow color and is very consistent, where Redwood varies from dark red to pinks with swirls of white, yellow, and brown.

Do you make racks to custom sizes?

We have such a large selection of standard sized racks that in most cases we can recommend an existing rack that will fit your needs. If you require additional modifications that cannot be filled by a standard rack, you may request shop customization by calling our toll free number or emailing cellardesign@wineracksamerica.com.

Do your racks come finished or unfinished?

Most of our racks are available unfinished or with our custom water-based stain. Many do-it-yourselfers stain the wood to match existing colors in the room, paint them, or apply a clear coat to beautify and seal the wood. We recommend always using a water-based stain or seal on your wine cellar racking, as it will not introduce harsh or damaging odors into your cellar space. Any of these treatments work fine, stain is a matter of personal preference.

Should I anchor my rack to the wall?

YES! Your rack can be very heavy when fully loaded. To avoid tipping, attach your racking to a wall. Use your own technique or follow these simple instructions...

(1) Put the rack where you are going to want to leave it. Shim the front edge of your rack so the back is even with the wall. Locate a wall stud behind the rack. Drive semi-long wood screws through a back connector and attach the rack to the stud.

or...

(2) Shim even, then use "L" brackets (available at any hardware store) and attach them to both the rack and the wall in any out of the way spot.

Can I hang my rack on a wall?

We no not recommend hanging wooden wine racks on your wall. Our racks are designed as standing floor units. While feasibly you could hang a rack, please be aware the structural modifications that will be necessary will void the lifetime guarantee on the product.

Are the racks designed so the bottles tilt forward?

Racks are designed to hold your bottles evenly, not tilted. The corks will stay wet as the bottles sit evenly, and you won't have bottles sliding out of the rack!

COMMON SERVICE/SHIPPING QUESTIONS

Does your web site offer secure ordering?

Yes. Our shopping cart utilizes sophisticated validation code and industry standard 128-bit encryption that securely transfers your order information across the Internet.

How long does it take to receive my order?

It depends on what you are ordering. Most of the items we sell are processed and shipped within 2-3 business days of placing your order. Depending where in the United States you live you should receive your order 6-8 business days after the initial order date.

How can I tell how much shipping is on my order?

Place the product(s) you are interested in into the shopping cart by clicking "Add to cart". On the cart page, simply enter your zip code to see standard Ground shipping rates on the items in your cart. Click "Proceed" and follow the checkout process. During checkout you may be able to upgrade your shipping method from Ground to expedited 3-Day Air, 2nd Day Air, or Overnight

How is my order shipped?

Most orders are shipped via UPS Ground or UPS Air service. 99% of orders are delivered on time, within 3-5 days of the ship date. On the odd occasion that an order is too large for ground service we will ship via commercial freight or find a suitable alternative.

What if there is a problem with my order?

Wine Racks America has gone to great lengths to ensure that every order is delivered problem-free. On the odd chance that there is a problem with your order, contact us toll free at 1-888-373-6057 (Mon - Fri 7am to 5 pm MST), email support@wineracksamerica.com, or visit our contact us page and leave a note. Our goal is your total satisfaction, so rest assured that all support issues will be attended to in as timely a manner as possible.

What if I want to cancel my order?

To cancel an order please call 1-888-373-6057 or contact us as quickly as possible after the order is placed. Most orders are shipped within 2-3 business days of placement, so that is our window to make changes before it ships.

What is your return policy?

All of our products have a 30-day no questions asked money back guarantee.* You can return the product for any reason. The returned product must be undamaged and unfinished, in new or nearly-new condition, and in its original packaging. We reserve the right to refuse returns on items that have been clearly damaged or used extensively. We reserve the right to charge a restocking fee of up to 20% for any orders that have already shipped. Sorry, there is no refund for any shipping, handling, or postal insurance costs.

*Does not include custom made products. All sales on custom products are final. Wine Racks America may, at its sole discretion, repair or replace custom made items as stipulated in manufacturer's warranty.

Return Shipping

Customers are responsible for shipping costs on all returned merchandise.

How do I return a package?

To schedule a return call toll free 1.888.373.6057 or email support@wineracksamerica.com to receive your Return Authorization Number (RA#). Please clearly mark the return package with your RA#. Packages received at our warehouse without an RA# will be returned unopened to the sender. Please send all return merchandise to:

Wine Racks America
ATTN: Returns
360 N 700 W Ste. F
North Salt Lake, UT 84054