FAQs 4

FAQs

When will I receive my order?

We aim to ensure that you receive your order as quickly as possible. Once your order is successfully submitted, we require one to two full business days (defined as Monday through Friday) for in stock items to process your order before it is left with our carrier (FedEx). Carrier pickup occurs M-F at 3pm local time. Orders received on weekends will not start processing until Monday. Once it is on its way to you, you will receive an email notification containing your tracking information, along with an estimated delivery date from our partner courier, FedEx.

While we always strive to have our orders delivered on time, we acknowledge that the unforeseeable is inevitable. External factors outside of The Bourbon Concierge’s and its carrier’s control, such as extreme weather conditions and technical failures, are bound to occasionally cause delays, and we ask for your patience and understanding when they do. We also cannot guarantee any delivery dates or times that our carrier partner will not guarantee themselves.

Feel free to contact us if you have any questions about your order’s status. Alternatively, if you already have a tracking number, please feel free to check the status via the FedEx website.

What if my order is damaged or contains broken, incorrect or missing item(s)?

In the event that there is a problem with your order, please contact us as soon as you are able. You must contact us within a week (7 days) of the order showing delivered in order for us to help. We will require pictures of the box, the packaging, and the bottle with clear pictures of the damage so that we can assist with resolution. Orders that were redirected by request of the recipient or were unable to be delivered to the original address due to availability of recipient or adult signature cannot be guaranteed for original package contents and are no longer the responsibility of The Bourbon Concierge.

What forms of payment do you accept?

All of our processing is done via PayPal. You may pay for your order with a PayPal account or pay using a major credit card (Visa, MasterCard, American Express, Discover) using PayPal. A PayPal account is not required in order to pay via PayPal using a credit card.

Is there a minimum order value?

No, there is no minimum order value.

Will I be charged sales tax?

Sales tax charges vary depending on the product being purchased and the shipping address you provide.

When will I be charged for my order?

You will be charged for your order at the time of purchase.

Is it safe to use my credit card online?

Yes. We do everything in our power to make sure that your information is secure. Moreover, we use one of the biggest payment processing platforms – PayPal – to handle credit card payments.

Where is the card security code located on my credit card?

On Visa, MasterCard and Discover cards, the three-digit number is located on the signature panel on the back of the card. For American Express cards, the four-digit number is located on the front of the card above the credit card number.

Which U.S. States do we ship to?

We currently do not ship to the following states: Iowa, Maine, Mississippi, New Hampshire, North Dakota, South Dakota, Tennessee, Utah, Vermont. We currently do not ship internationally. Please contact our concierge as we are conitinually working on expanding our shipping capabilities.

Which countries do we ship to?

At this time, we only ship within the USA, no other countries.

Do I have to sign for my package?

YES you must sign for an order when it is being delivered and show proof of your age if you order alcohol. (In some cases, you may need to show ID regardless!)

Do we ship to businesses?

Yes; we prefer to ship to a business address.

Do we ship to PO BOX?

No. Products cannot be shipped to a APO, FPO, PO Box or international.

Can I cancel or return my order? Do you accept returns or issue refunds?

All sales are final – we do not accept returns.  If you request a cancellation prior to the order being packed we will do our best to issue a full refund. Once your order has been packed but not picked up or dropped off we will do our best to issue a refund minus the shipping and handling cost. Refund(s) will not be issued for orders once they have been picked up or dropped off with our shipping carrier unless we are able to recover the package prior to transit starting. In that case a 15% restocking fee as well as the shipping and handling cost will be deducted from the refund. Refund(s) will not be issued for package(s) that are returned to us for any reason including failure to deliver due to no available adult signature or rejecting the package and the bottle has sustained damage. If the order is returned to us and is fully intact, you must contact us within thirty days of the last delivery attempt and pay for shipping in order for us to re-ship the order back to you. If you choose to not receive the bottle back, we can issue a refund minus the original cost of shipping, the cost of shipping back to us, and a 25% restocking fee.

Bourbon Concierge Shipping Protection must be purchased at the time of checkout in order to cover lost, stolen, or damaged/destroyed shipments.  This covers a full refund or replacement of the effected products.  Minor spillage/leakage, damage, cosmetic defects are all possible during transit and shipping protection does not cover these. We will address these on a case by case basis. Blantons products are known to leak and have fragile wax and are not eligible for any refund or return for minor issues as determined by The Bourbon Concierge team. The Bourbon Concierge is not responsible for any lost, stolen, or damaged packages that have been submitted as orders with an incorrect address, had a package hold request placed, a change of address requested, package rejected or any failed delivery attempts.  Once a delivery has been made and can be verified by proof of delivery with the carrier, shipping protection no longer applies. Packages that can be verified with proof of delivery are considered delivered successfully.

If you encounter a problem with your order related to shipment problems or errors in order fulfillment (such as a missing or broken item), you have thirty days from the time that you place your order to contact us in order for us to help. Please ensure you take pictures of the unfolded shipping label, shipping box, and products to ensure we can assist you as best as possible.

What happens if my item(s) leak?

Unfortunately, there is not much we can do to prevent leakage especially on blantons and vintage whiskies where possible leakage is always a risk. We do our best to make sure the cap is sealed well to prevent this. There are times when this happens, however the product has never been tampered with. We do not issue exchanges or refunds for minor leakage, but if you have an extreme case please let us know and we will see what we can do.

I have a problem with my order. Now what?

Please contact us via our Contact page, chat, email (info@thebestbourbongalaxy.com) or via phone at (651) 800-7486

Why has your price gone up on a specific product?

The whiskey market has seen incredible surges in demand over the past 4-5 years. We always try to stay aggressive on our pricing, however with demand outpacing supply we often find ourselves with increased cost to acquire the products that our customers are looking for. Unfortunately with that it means the prices increase as well. For some products that are much more rare than others this can happen very quickly.

 
I am unavailable to sign for my package, now what?

We recommend always shipping to an address such as a business that someone will be available at, however if you cannot do that or be available for signature, our carrier will attempt to deliver the package 3 times in accordance with their policies and after a third missed attempt will send the package back to us. You are able to use the tracking number to request the package get held at a local pickup location. We suggest opting to have the package held after a first missed delivery attempt

Please note that we cannot dictate delivery timeframes, that is solely based upon the carrier and their route. We are also unable to ask them to leave the package without signature as it is required by federal law to include.