If you need to report the loss or damage of goods should be notified to Cavinona Inc immediately upon receipt. Failure to notify us in due time may result in denial of liability. Products returned can be subject to a 20% restocking fee at the sole discretion of Cavinona Inc. Cavinona Inc's business operations fees are not refundable on returned stock. Corked or otherwise defective wine will be exchanged at the sole discretion of Cavinona Inc. only if the bottle, including the defective wine, is returned to Cavinona Inc. within the allowable timeframe set out by the LCBO (6 months).

If our company is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to support your membership and offer to sell products to you.

We strive to ensure that every wine in your curated box arrives in perfect condition. However, in the rare event that a wine is lost, damaged or corked, we are here to assist you!

If you encounter a damaged or corked wine, please reach out to our customer service team immediately. We recommend contacting us via our customer service email or using our contact form on the website. When contacting us, please be sure to provide the following details:

1. Specify the wine in question: Please include the name or description of the wine that was damaged or corked.* This information helps our team identify the specific bottle and address the issue accordingly.
2. Description of the issue: Please provide a brief description of the problem you encountered, such as a broken bottle or a cork that has affected the wine's quality. Any additional details you can provide will assist us in understanding the issue better.

If for some reason you have not received your order, please contact us immediately so that we may assist and track the package. 

Our customer service team is here to assist and will promptly review your case and take the necessary steps to resolve any issue.We aim to ensure your complete satisfaction with each delivery.

*How to tell if a wine is corked?

Corked wines can occur in about 5% of the world’s wines, which means when the wine is tainted with a bacteria called Trichloroanisole (TCA). 

• A corked wine may have unpleasurable smells and tastes such as musty or like a moldy basement, wet cardboard/newspaper, or wet dog.
• If the wine is slightly corked, the smell and taste will be very flat, losing its fruit aromas.