Order help
Let’s work through the order question.
A missing piece, a delayed delivery or a question about fit can leave you unsure what to do next. Call Mike at (925) 944-1084 with your order confirmation number and a description of the issue so the showroom can help you work out the next step.
- Direct
- (925) 944-1084Monday–Friday, 9:30am–5:30pm
- Toll free
- 800-616-WINEAvailable during normal business hours
- michael@winehardware.comHave your order confirmation number ready
What we cover
Bring us any of this
Have your order number handy and tell Mike where you need help. A model name or photo can make the problem easier to explain.
- Orders
Where is my order?
To check an order, call Mike with the confirmation number and any delivery notice you received. You can work through the shipment question with the showroom.
- Warranty
A unit that stopped holding temperature
Cooling and refrigeration warranties are handled by the manufacturer directly. We tell you who to call and what they will ask for.
- Parts
Missing or damaged pieces
Keep the kit name and a photo of the missing or damaged part handy. Email Mike with your order number so the showroom can help you work out what is needed.
- Fit
It does not fit the room
Before making changes, take a photo and note the dimensions that are causing trouble. Call Mike to compare them with the product and work through the fit question.
- Returns
Returns and restocking
Custom wine racks and wine cabinets cannot be returned. Pre-approved returns on other items carry a 20–25% restocking fee.
- Billing
Card and tax questions
The merchant name is Wine Hardware of Walnut Creek. For help understanding the order total, call Mike with the quote and delivery address to review any tax question.
How we handle it
Help with the order, and clear terms
24 hrs
Business-hours reply
Call or email the showroom with your order number and question.
1973
Founded
Mike joined in 2001; he and Cari became owners in 2014.
30 days
Ship or cancel
If your order cannot ship within 30 days, you may cancel it.
100%
Satisfaction guarantee
We guarantee 100% customer satisfaction, and we work the problem until it is right.
How to get help fast
Four details that help us understand the request
Everything below is on your confirmation email or the label on the carton.
Find the order number
It is on your confirmation email and your receipt. If you cannot find it, your name and the approximate date will do.
Name the model
WhisperKOOL Extreme 5000ti, VintageView W Series, Transtherm Ermitage. The exact model tells us which manufacturer to call.
Send one photo
Photograph the damage, serial plate or carton label relevant to the request. The store or manufacturer may need additional details to assess it.
Tell us what would fix it
Tell Mike what you need to resolve: a part, a delivery question or help with the next call. The details give the showroom a place to begin.
The fine print
Policies, in plain English
Read these before ordering or returning an item. If a term leaves you unsure, call Mike with your order details to talk it through.
Guarantees
We guarantee 100% customer satisfaction. If something we sold you is not right, tell us and we will work the problem until it is.
Returns
We do not accept returns on custom wine racks or wine cabinets. All warranty issues need to be dealt with through the manufacturer directly. There is a 20–25% restocking fee on pre-approved returns.
Shipping
Our shipping policy is based on the weight of the product and its destination. Orders received on weekends and holidays are processed the next business day. If your order cannot be shipped within 30 days of the order date, you will be given the option to cancel it.
Pricing
Our prices are competitive. Call us with any pricing question, particularly if you are buying a whole cellar's worth at once.
Payment
Online checkout is unavailable during beta. Contact the showroom to confirm payment arrangements for an order or project. The merchant name shown in the existing payment policy is Wine Hardware of Walnut Creek.
Sales tax
For a clear picture of the order total, call Mike with your delivery address before ordering. Review the applicable sales tax, products and delivery charges with the showroom.
Cards we take
- Visa
- MasterCard
- American Express
Your statement will read Wine Hardware of Walnut Creek.
Prepare your request
Tell us what is wrong
Have the order number, model and a few sentences about the problem ready. Call Mike at (925) 944-1084 or email michael@winehardware.com to get help. This beta form does not email the store.
For help with an urgent order question, call Mike at (925) 944-1084, weekdays 9:30am–5:30pm.
Still stuck
Questions we get asked
My cooling unit stopped working. Who do I call?
Call us first, on (925) 944-1084. Warranty claims go through the manufacturer, WhisperKOOL, Wine Guardian, CellarPro or CellarCool, and we know the questions their technicians ask, so you go into that call prepared.
Can I return a rack kit I ordered by mistake?
Ordered the wrong kit? Call Mike before sending anything back. Returns must be pre-approved and carry a 20–25% restocking fee. Custom wine racks and wine cabinets cannot be returned.
Do you deliver outside California?
To plan delivery before you buy, call Mike with the item and destination. Shipping depends on the product and address; large items need a freight discussion. Review any design and installation work separately with the showroom. Wine is showroom pickup or local delivery only.
Where is my freight delivery?
Call Mike with your order number and the delivery notice or tracking details you have. The showroom can help with the order question; confirm the delivery arrangements before making plans to receive it.
Do you install what I buy online?
In the Bay Area, ask and we will quote it. Elsewhere we support your installer with drawings, cooling calculations and parts.
How do I pay?
The existing payment policy lists Visa, MasterCard and American Express. This beta site does not take payment; call the showroom to confirm payment arrangements and the quote for your order or project.
Still need a person
Bring the order question to Mike.
Call (925) 944-1084, weekdays 9:30am–5:30pm. Have your order number and model nearby so you can work through the issue with the showroom.
Elsewhere on the site
Where people go next
Shop
Cooling, racking and refrigeration
WhisperKOOL, Wine Guardian, CellarPro, VintageView, Transtherm and more.
