Frequently Asked Questions

Macy's Wine Shop wants to make shopping for wine easy. If you need help and can’t find an answer below, feel free to contact our Customer Service Center.

ABOUT MACY'S WINE SHOP

What is Macy's Wine Shop?

Macy's Wine Shop is our online wine shop, a convenient way for you to shop for wines that can be shipped directly to your door.

Where is Macy's Wine available?

Macy's Wine is currently available in select states. Check our Shipping Policy to see if we ship to your state. We’re constantly adding new states so check back often.

What wine can I shop for on Macy's Wine Shop?

Wines from esteemed winemakers from around the world are available on Macy's Wine Shop. You can shop for varietals and blends from regions you love and trust.

Why can’t I find the wines I get in my local store?

The wines in the Macy's Wine Shop collection are unique to the Ship experience, but we are always adding to our selection, so check back for new wines in the future.

Can I shop for Macy's Wine Shop bottles in my local store?

Not at this time. Our special Macy's Wine Shop collection is exclusively available online.

Can I shop on Macy's Wine Shop and pick up in the store?

Not at this time. Our Macy's Wine Shop collection can only be shipped to you.

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ACCOUNT INFORMATION

Do I need to have an account to purchase?

Yes, you must have an account to place on order on Macy's Wine Shop. You can create a new one or use any existing account.

Can I use an existing account to purchase?

You can shop using any existing account. If you do not have one, you can create a new one through Macy's Wine Shop.

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ORDER INFORMATION

Can I buy a single bottle of wine?

At this time, all orders need to contain at least 3 bottles of wine.

How can I check the status of my order?

There are several ways to check the status of order. 

• Confirmation emails – After you place an order, you will receive an order confirmation email with shipping details. Once your order has been processed, you will receive a shipping confirmation email and it will contain tracking information. You can refer back to these emails as necessary.

• My Account – Log into My Account and track the status of your package in the My Orders section.

• Phone – You can call our Customer Service Center at (855) 966-2224, Monday through Friday from 9am-8pm (ET) to track the status of your order.

It may take up to 48 hours from the time of your purchase for tracking information to be available.

How can I cancel my order?

If your order has already shipped, it cannot be cancelled. 

To cancel an order that has not yet shipped, call our Customer Service Center at (855) 966-2224 or email support@macyswineshop.com. Please note, Customer Service has limited time to make changes to orders because they are processed immediately.

Why was my order rejected?

The most common reason orders are rejected is an error with the credit card information provided.

Will I be charged sales tax?

Depending on which state you ship to, you may be responsible for paying state and city sales tax.

How do I request a refund?

If you are unhappy with an order, please call our Customer Service Center at (855) 966-2224, Monday through Friday from 9am-8pm (ET), excluding holidays, or email support@macyswineshop.com.

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SHIPPING INFORMATION

Where does Macy's Wine Shop ship to?

Please check our Shipping Policy to see if we ship to your state.

Is a signature required?

Yes. Someone 21 or older must be available to sign for the shipment, but due to COVID-19, this requirement may be relaxed in your state.

How do I make sure I get my order?

Someone 21 or older must be available to sign for the shipment. 

We have a higher delivery success rate when shipping to offices. To ensure you receive your wine shipment without difficulty, we recommend that you ship to an address where there is always someone 21 or older available to sign for the shipment.

Can I ship to a P.O. Box?

No. In accordance with the law, no alcohol may be shipped to P.O. Boxes.

Can I ship internationally?

No. We can only ship within the continental United States.

How much does shipping cost?

Shipping charges are calculated by weight, not distance. The charges are as follows

3-5 bottles = $14.95
6+ bottles = Free

*Free shipping is not available on voucher purchases and certain promotional offers unless stated otherwise in the terms of the voucher or offer.

When will I receive my package?

Orders are processed within 1 business day and generally delivered in 2-3 business days.

How can I track my order?

Once the package leaves the warehouse, you will receive an email notification with tracking information. You can also view tracking info in the My Orders section of your Macy's Wine Shop account.

Please note: It may take up to 48 hours from the time of your purchase for tracking information to be available.

What carrier do you use for shipping?

We ship via FedEx.

Why doesn’t my tracking number work?

Please allow up to 48 hours from the time of purchase for your tracking number to be emailed to you. If your tracking number is not live after this time, please email us at support@macyswineshop.com and we'll be happy to investigate.  

I missed my delivery – what should I do?

The carrier will attempt delivery for 3 business days. After that, you will need to contact the carrier to make arrangements for pick-up at their facility or to re-schedule delivery. If the package is returned to us, you will be issued a refund to your credit card, minus shipping costs and a $12 restocking fee. Shipping is non-refundable on returned orders.

Please note: Someone 21 or older must be available to sign for the shipment.

Is it safe to ship my wine during hot weather?

We ensure your wines do not receive heat damage during shipment. In the rare case that your wine is exposed to heat during shipment, contact support@macyswineshop.com and we will send a new shipment immediately.

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PAYMENT INFORMATION

What form of payments do you accept?

We accept American Express, Visa, MasterCard, and Discover credit and debit cards with a billing address in the United States.

How do I change my credit card information?

To update your credit card information, please call our Customer Service Center at (855) 966-2224, Monday through Friday 9am-8pm (ET), excluding holidays.

Where is the CVV number located on my credit card?

On Visa, MasterCard, and Discover cards, the 3-digit CVV number is printed on the back of the card immediately after the card's account number. On American Express cards, the 4-digit CVV number is printed on the front of the card above the card account number.

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RETURNS

How can I return my wine?

If you are dissatisfied with your most recent delivery, please email us immediately at support@macyswineshop.com or call our Customer Service Center at (855) 966-2224, Monday through Friday 9am-8pm (ET).

What do I do if my wine is damaged?

We use state-of-the-art shipping materials to minimize damaged shipments. However, accidents can happen. If your wine is damaged, please call our Customer Service Center at (855) 966-2224, Monday through Friday 9am-8pm (ET) or email support@macyswineshop.com so we can assist you.

How long does it take to process a refund?

Our Customer Service Center will process a refund within 48 hours. Once the refund has processed, it takes approximately 3-5 business days for it to be reflected on a credit card statement.

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CODES AND VOUCHERS

What are promo codes?

A promo code, or promotional code, is one way we offer our customers a chance to get a discount on products, subscriptions or even shipping. You can apply your promotional code during checkout to take advantage of the available discount. Please keep in mind that promotional codes do not cover taxes. Shipping costs are also only sometimes included, so please review the details of the specific promotional code.

How can I redeem a promotional code?

Please go to the specific link provided on your voucher email (typically www.macyswineshop.com/vouchers)

Enter your full redemption code in the box and your discount will automatically apply. Please enter the voucher redemption code with all the dashes, numbers, and letters included.

Make your selection and check out.

Promotional codes can also be applied to your order during checkout.

Please keep in mind that promotional codes and vouchers do not cover taxes. Shipping costs are also only sometimes included, so please review the voucher details.

Can I use my promo code with another promotion?

Currently you can only use one promotional code per order. However, promotional codes can be used on products that are on sale.

Why does the voucher redemption code say "invalid voucher?"

This error occurs when the voucher is either expired or has already been redeemed. To verify the voucher expiration date or confirm whether or not it has been redeemed, please email us at support@macyswineshop.com or call our Customer Service Center at (855) 966-2224, Monday through Friday from 9am-8pm (ET).

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CONTACT US

How can I get help immediately?

Email us at support@macyswineshop.com. Otherwise you can call our Customer Service Center at (855) 966-2224, Monday through Friday from 9am-8pm (ET), excluding holidays.

How can I reach Customer Service via normal mail?

You can send us physical mail at:

Macy's Wine Shop
2355 Westwood Blvd #791
Los Angeles, CA 90064-2109

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