FAQs

Frequently Asked Questions

How do I create an account?

To create a new account with Zachys: 

  • Go to zachys.com and click on the “My Account” icon (look for the outline of a person next to the shopping cart image) in the top righthand corner of the webpage.  

  • Click “Create Account” from the two drop-down options.  

  • Enter your name, email address and password. You may also use your social profile to create an account. 

  • Click the “Register” button to submit your credentials.  

Please note that Zachys communicates important order status information using the email address you enter, so make sure it’s one that you use and/or access regularly. 

 

How do I log in with an existing account?

To log in with an existing Zachys account: 

  • Go to zachys.com and click on the “My Account” icon (look for the outline of a person next to the shopping cart image) in the top righthand corner of the page.  

  • Click “Login” from the two drop-down options.  

  • On the following page, enter your email address and password, or select the social media profile, associated with your account. 

  • Click “Sign In”.  

I forgot my password. How do I retrieve it?

To reset your password if you’re locked out of your account: 

  • Go to zachys.com and click on the “My Account” icon (look for the outline of a person next to the shopping cart image) in the top righthand corner of the page.  

  • Click “Login” from the two drop-down options.   

  • Click “Forgot Your Password?” just below the address and password fields.  

  • You will be directed to a new page where you will need to enter the email address associated with your account.  

  • You will receive a password recovery email

  • Click “Reset Password” in the email. You’ll be directed to a password reset page

How can I join your email list?

It’s as simple as clicking this link

Delivery Tips

A 21+ adult signature is required when your wine is delivered. Common carrier delivery companies will make three attempts to deliver your package. For packages that are undeliverable after that, common carrier companies charge the merchant a return fee in addition to the original charges. Because of this, packages that are returned as undeliverable will incur a $30 non-refundable returns fee. In addition, the return process itself can take a week or even more depending on the method. If a package needs to be rerouted, that is at the common carriers’ discretion and can take several days in addition to incurring a fee.

For these reasons, we strongly advise that you have your purchases delivered to a workplace or a location that has an adult available to accept your package during the day. Zachys also offers complimentary storage for 90 days after purchase if you need to check your calendar and get back to us to schedule delivery.

Delivery Instructions: Original Wooden Cases and Cartons

Original wooden cases and original cartons, when available, are not included with the delivery of properties automatically. They can be arranged for delivery upon request at $12 per case/carton for shipping, in the domestic US. If interested, please email us when placing your order or when speaking with a customer service associate.

Shipping and Delivery Restrictions

We arrange delivery of wine to most states. When you checkout, our system will provide you with a list of available options.

We are only able to arrange for delivery of liquor and spirits within New York State at this time.

If you have questions, please contact us.

Delivery Rates

Delivery rates vary based on where a package is shipped, the quantity of bottles in the order, and the size and weight of the order. Rates are also based on method. You will be provided with all the methods available to your zip code during checkout.

More information about local delivery rates and our Door to Door Delivery Service can be found here.

Can Zachys ship internationally?

Zachys may arrange for delivery in certain overseas countries. Please contact us for any details.

I have a special request or special instructions for my order. What should I do?

No problem, there is a “Special Instructions” box in the Delivery Method section of the Checkout process. Be as specific as you can in this box so our Customer Service representatives can assist you. Zachys will do our best to fulfill special requests but makes no guarantees.

I have a Promotional Code or a Discount Code. Where do I enter it?

To redeem a promotional code or discount code on the website, you will enter this on the bottom left of the Cart Screen, then choose “Apply Promo Code”. You will see confirmation that the code has been accepted when the button turns green, and a message appears at the top of the Shopping Cart. If there was a typo in the code entered or the code is invalid, the button will turn red. Some promotional codes are only available for orders on the web, and must be entered into the website to be redeemed.

The weather is warm or cold in my area right now and I am not sure if I should ship. What should I do?

If you think it may be too cold or warm in your area, we advise you to either choose an expedited delivery method or take advantage of the Zachys complimentary storage option, for 90 days post purchase. We will hold your purchase in our temperature controlled warehouse until you are ready to receive your purchase. Travel protection does not cover damage caused by heat or extreme cold.

I have placed an order. Where can I find my tracking information and past purchase history?

If you log into your account, click “My Account” in the upper right corner, then “My Orders” in the navigation on the left. Click “View Order” next to the order,

I requested to pick up my order at your Retail location. What are my next steps?

Our store address is: 16 East Parkway, Scarsdale, NY 10583. Please bring your order number and driver’s license for pick-ups. If you are sending someone other than the person named on the order, you must let us know ahead of time, and that it is ok to release your order to them by contacting via email at clientservices@zachys.com

The hours of operations for pick-ups are:

Monday – Friday: noon-7pm

Saturday: noon-7pm

Directions to the store can be found here.

I purchased wine and requested you store it until I was ready. I’m ready now, what do I do?

TContact us at 914-874-8000 or clientservices@zachys.com with the wine you’d like prepared for you. Please allow 48 hours for the wine to be prepared for pick up of shipping. Please provide your account number and the name on your account when you contact us.

What do I have in storage with Zachys?

Contact us at 914-723-5798 or info@nyfws.com with the name on your account and we can provide you an inventory of the wine we currently have in storage for you.

I received a bill from New York Fine Wine Storage. What is this?

New York Fine Wine Storage is an affiliate of Zachys and manages its fine wine storage facility. When you store with Zachys, the wine is sent to New York Fine Wine Storage to be stored in a temperature-controlled, secure warehouse. After the complimentary storage period of 60 days, New York Fine Wine Storage will send you a bill twice a year for the coming six (6) months. If you remove the wine from the storage before the end of the six month period, your bill will be adjusted.

What is the protection fee? What does it cover?

In return for payment of the protection fee, purchased wines will be protected solely against breakage, loss, theft or fire as covered by Zachys insurance while stored in Zachys warehouse and during shipment to your declared point of destination.

I would like to send a gift. How can I do that?

That’s great! Once you have chosen your items and added them to your cart, simply login to your account, and add a new delivery address for the person receiving the gift.

In the Delivery section of checkout, choose Yes, this is a gift. Options will appear allowing you to add a Gift Message and Gift Wrap for your chosen bottles. Please be advised that for safety reasons, the box itself cannot be wrapped. Our warehouse will carefully package your gift to safeguard against breakage in transit.

How can I contact you?

You can contact us at:

Email: clientservices@zachys.com

Phone: 1-866-627-2348

Retail Store in Scarsdale, New York: Call the main number in New York and press “0”.

Via Live Chat during business hours, in the lower right corner of the website.

For Auction Buying and Consigning: auction@zachys.com or consignments@zachys.com

For more information, visit our Contact Us page.

Where can I update my address, email address, and credit card information?

If you log into your account, click “My Account” in the upper right corner, then

I’d like to start filling my cellar, but I have questions. Can I speak with someone for guidance and assistance with my purchases?

Yes. Please call 914-874-8000 and press “1” followed by “2” to speak to a specialist or click here for more information on how to consignments@zachys.com.

I have wine in my cellar I’d like to have valued or appraised.

Great! Zachys will often put auction estimates on your collection free of charge. Zachys also does fair market value and retail replacement appraisals for reasons of estate tax, divorce, or insurance. If you’ve got an inventory done, send it to us at consignments@zachys.com . If not, email us and we can talk about next steps.

I am considering selling my wine collection. How can I get more information?

Email us at consignments@zachys.com and one of our specialists will be in touch. You can also click here for more information.

I am moving and I need help packing up my wine cellar and potentially storing it during the transition. Can Zachys provide this service?

Yes. Please contact us at 914-723-5798 or info@nyfws.com to obtain a quote and other related information.

I am throwing a party. Can Zachys help me with wine pairings for my event?

Yes. Please call 914-874-8000 and press “1” followed by “2” to speak to a specialist.

Do you have Events and Tastings I can attend?

Yes! We have Tastings weekly and many exciting Events and dinners throughout the year. Our Tastings and Events webpage is located here. If you’d like to be added to our Events and Tastings email list, click here . Simply update your preferences regarding what types of emails you’d like to receive to include Events and Tastings.

I’d like to visit the Zachys Retail Store in Scarsdale. Where are you located and what are your hours?

We are located at 16 East Parkway, Scarsdale, NY 10583.

Our store hours are Mon-Fri 10am-8pm, Sat 9am-8pm, Sun 12pm-5pm.

I’d like to receive the Zachys Gazette in the mail.

If you’d like to receive the Zachys Gazette in the mail, you can email customer service and provide your full name and address. However the fastest way to receive your Gazette is to join our email list and update your preferences regarding what types of emails you’d like to receive.

Where can I follow Zachys on Social Media?

Stay connected with @zachys on Instagram , Facebook and Twitter

I’d like to reach out to Zachys regarding a Press opportunity.

For all media inquiries, please contact: Genna Cappellini at gcappellini@zachys.com .

What is your return policy?

Zachys accepts return of unopened product up to 90 days from the original purchase date. Within this window, you may bring product into the store for refund; a receipt is required in order to process an over-the-counter return.

If you are unable to return products to the store, you may arrange a return shipment to our warehouse with the help of a Customer Service representative at (914) 874-8000 or clientservices@zachys.com . Return shipping fees may apply.

lease note that a 10% restocking fee is applicable to all returned or cancelled orders. Restocking fees may be waived if you wish to receive a Zachys credit for your return.

Is this bottle corked or bad?

Corked or otherwise innately flawed bottles are always a possibility when it comes to wine, albeit an infrequent one. Zachys stands behind our product, and we are happy to accept return of open bad bottles within our 90-day return window. Given that our products are variable and perishable by their very nature, we are unable to guarantee wines that have been out of our possession for longer than 90 days, and therefore cannot make exceptions to the policy even in the event of bad bottles.

Please note that all bad bottles must be returned to Zachys for inspection by a manager before a refund or credit can be issued. If you are unable to bring the bottle into the store, a Customer Service representative can assist you with a return shipment. Simply recork the bottle as tightly as you can, and pack it safely in a box. Zachys will send you a return label at no additional cost to you. No restocking fees apply to bad bottle refunds once verified.

Do you have an affiliate program? How does it work?

Yes, we do! Check our affiliate page for more information regarding how to join and how it works.

I am interested in working for Zachys, what should I do?

Thanks for your interest in working for Zachys. We encourage you to visit the Zachys Jobs page of Linkedin for current openings. If you do not see a job available, you can email your resume to HR@zachys.com. We will certainly keep you in mind and contact you if a job becomes available that matches your background.

Didn’t find your Question?

If you didn’t, please let us know what additional questions you may have.

General Policies

Ordering

Note that it may take up to 3-5 business days to process your order from the time it was submitted. All orders will be acknowledged via an email sent to the email address listed in your account details after the order has been shipped. If an item has sold out, your order will be processed without that item, and the invoice will omit the costs for the out-of-stock item. If your order is time sensitive, please contact our customer service teams by email or phone (866-922-4971).

Order Cancellation/Return Procedures and Policies*

Orders that have been placed by the Buyer, but have not yet been processed for shipment can be cancelled without any penalty or fee.

Return Policy

Returned orders relates to any order that has been delivered to the Buyer and subsequently returned or declined by the Buyer. If items are being returned for reasons other than being damaged, the restocking fee for these orders is 10% of the sales amount. Returns are only accepted within 90 days of the purchase date, provided that the wine is a current vintage still stocked and sold by Zachys. If wine is returned without a receipt, we will only honor the lowest price the item has sold for in the last 6 months and will only issue an in-house credit on the Buyer’s account valid for one (1) year. Once the damaged bottles have been returned to us, we will issue you a refund, house credit or a replacement.

Special Orders

If a wine you are searching for is not currently in stock, Zachys might be able to source it for you, or it might be on its way already. Please contact our customer service teams by email or phone (866-922-4971) to inquire about the products you would like to acquire.

Do note that special orders, pre-arrivals and futures are bottle commitments made by Zachys on behalf of the customer looking to acquire what is not currently in stock. As such, Zachys may not accept returns or refund for special order, pre-arrival and futures products.

Important Notice - Place of Sale

Title to, and ownership of, all wine passes from seller to buyer in the state in which the sale occurs, and buyer takes all responsibility for the wine being transported from the state of sale to the buyer’s selected destination. By placing an order, buyer authorizes seller to act on buyer’s behalf in arranging for transportation of the wine at the buyer’s direction. Alternatively, buyer may choose to pick up the wine at seller’s location or make independent delivery arrangements. Sales tax will be applied based on the seller’s location. Seller makes no representation as to the legal rights of anyone to deliver or import any wines, alcoholic beverages or other goods into any state.

Buyer is solely responsible for the transport of wine and other goods purchased and for determining the legality and the tax/duty consequences of having the wine and other goods delivered to the applicable destination. All taxes, duties, and/or tariffs imposed at the time of delivery to the United States are the sole responsibility of the Buyer and must be remitted prior to the release of the wine.

Transportation Protection

As standard practice, a Protection Fee is added to all Zachys deliveries. The Fee is equal to 1% of the value of the items being delivered. In return for payment of the Protection Fee, purchased wines will be protected solely against breakage, theft or fire during delivery to the customer’s declared point of destination. Protection Fee coverage is equal to the value of the purchase price of corresponding wines. It covers the cost of replacement wines and standard re-shipment of those wines to customer. In the unlikely event that a customer’s re-shipment also experiences an issue, the next replacement and re-shipment are not covered by the first Protection Fee. Travel protection does not cover damage caused by heat or extreme cold.
In the case that you receive damaged merchandise, you must inform Zachys of any broken or damaged bottles within two days of delivery.
By waiving the Protection Fee, you release Zachys from any and all responsibility for breakage or loss that may occur to your order.

Privacy Policy

Privacy Notice

Zachys Wine International LLC, its affiliates, and subsidiaries (“Zachys”, “we”, “us”) holds the highest respect for its customers and commitment to your privacy.

This Privacy Notice applies to Zachys’ website ( www.zachys.com) (“Website”), and explains the Website’s data collection practices and usage. Before you navigate through this Website, we encourage you to read this Privacy Notice so that you can understand how this Website collects, maintains and uses your data. By using and browsing this Website, you consent to the data practices and terms and conditions of this Notice. If you do not consent, you should exit this Website.

To register an account with our Website, you must provide your email address and a password to access your Zachys' Website account. By registering an account with us, you agree that you will be solely responsibility for all actions related to your account, will maintain the confidentiality of your login information for your account and will prevent unauthorized use of your account. By registering with us you will automatically be added to our mailing list; however, you have the option to "opt-out". If at any time you would like to be removed from our list, simply email us and you will be removed immediately.

What information do we collect from you?

We use certain technologies and services to improve the functionality of this Website and your browsing experience. When you visit our Website, non-personally identifiable data may be collected with “cookies”. Cookies are text files stored on your browser or the hard drive of your computer or mobile device, or other similar technologies, to keep track of traffic and users to this Website, and improve the users’ access to the Website by identifying repeat visitors. Cookies can also enable us to track and target the interests of our users to enhance their experience on our Website.

Collected information may include non-personal data such as your IP address, location, times you access this Website and information about your computer/mobile device’s hardware and software. Our Website collects non-personally identifiable information via Google Analytics. This third-party service provided by Google collects the “digital footprint” of every user in order to analyze website traffic. This analysis is done in the aggregate and cannot be traced back to any individual visitor. You may prevent cookies from being placed on your device by adjusting your browser settings or by other means; however, this may impact your browsing experience on our Website. For more information on the Google Analytics privacy policy and how to opt out of Google Analytics, please go to Google’s help pages to learn about their privacy policies.

Zachys will only collect your personally identifiable information (“PII”) if you choose to voluntarily provide us with it. PII is information that can be used on its own or with other information to identify, locate, or contact a single person, or to identify an individual in context. For example, if you contact our office by email, you will be submitting personal information about yourself to us. Another example of PII collected by our Website is credit card or other financial information used in e-commerce transactions, which is encrypted by a third-party security provider.

We collect information entered by users such as email addresses, phone numbers, etc., as well as items in shopping carts, the website’s chat forum, purchase history and demographic information a user chooses to provide to personalize the user’s on-site experience, or to communicate with the user after their visit. Individual session behavior can include timing between activities on the Website as well as navigation through the Website. This data is managed by third-party providers. The users’ information collected by the Website is used to contact users about the products and services on the Website, for billing purposes and to fill orders placed by the users.

We do not knowingly collect or maintain personal information on individuals under 21 years old. The content of this Website is not intended for anyone under 21 years of age. If we learn that we have received data through our Website from an individual under 21, we will remove this information from our records. If necessary, we may also share PII in the course of a reorganization, merger, or sale.

If you are still not comfortable with releasing your credit card information via our Website, you may call 914-874-8000 to place your order.

We will not sell, rent, or disclose your information collected on this Website to third parties, except as provided in this notice. For example, we may use your information with third parties, on terms consistent with this privacy policy, to help us design services to support this Website. We may also respond to you regarding the reason you contacted us.

We share aggregated demographic information with our partners and advertisers. This aggregated demographic information is not linked to any personal information that could identify any individual person. We will provide users’ information when necessary to comply with the law, such as disclosures of users’ information to a law enforcement agency for the users’ safety or the safety of others, or when compelled by subpoena or other legal process.

From time to time our Website requests information via surveys or contests. Participation in these surveys or contests is completely voluntary and does not require making a purchase.

Third Party Links

This Website may include links to other websites. Also, you may arrive at our Website through a link on another website that is not operated by us. We are not responsible for the operation of any third-party website or the information they collect. We encourage you to review the privacy policies of every website you visit.

Security

Your financial information sent to us through this website is encrypted. and payments are processed by a secured third-party partner. Zachys has taken the steps to ensure your security If you would prefer to provide payment information over the telephone, you may contact us 914-874-8000 after placing your order on the website. Please note that no orders will be considered complete until payment has been submitted. To facilitate Zachys’ ongoing efforts to ensure the security of users’ information, Zachys reserves the right to alter the security methods utilized at any time.

Indemnification

By using our Website, you agree to indemnify, defend and hold harmless Zachys, its employees, officers, directors and agents from any losses, claims, costs, damages, or liabilities, including reasonable attorney’s fees, arising from your use of this Website.

Amendments to this Notice

This Privacy Policy is effective as of July 10, 2017 and will remain in effect except with respect to any changes in its provisions in the future, which will be in effect immediately after being posted on this page. We will periodically update this notice. Please review this notice to stay informed about Zachys’ current privacy practices. Your continued use of this Website after we post any modifications to the Privacy Policy will constitute your acknowledgment of the modifications and your consent to abide and be bound by the modified Privacy Policy.

Copyright

This Website is copyrighted by Zachys Wine International LLC, its affiliates, and subsidiaries. Redistribution of this Website or any of its contents by you without our express prior written permission is prohibited. All rights are reserved.

Governing Law

This notice shall be governed by the laws of the State of New York and/or District of Columbia, which shall also be the exclusive jurisdiction to adjudicate any lawsuit arising in connection with this Website.

Contact Us

Please email us if you have any questions about this Privacy Policy.

Accessibility Statement for Zachys

Measures to support accessibility

Zachys Ecommerce LLC (“Zachys”) is committed to making its website and online content accessible to people with disabilities.  To ensure the accessibility of Zachys Ecommerce Store, Zachys includes accessibility throughout its internal policies, integrates accessibility into its procurement practices and maintains a detailed audit program for ongoing enhancements.  Zachys endeavors to improve the accessibility of its website and applications and to ensure all of our websites and web applications conform to all Level AA success criteria of WCAG 2.1 and to Section 508 of the Rehabilitation Act of 1973 (Electronic and Information Technology Accessibility Standards, 36 C.F.R. § 1194), and other applicable accessibility standards, including those required by the Americans with Disabilities Act of 1990. 

Zachys welcomes your feedback on the accessibility of Zachys Ecommerce Store. Please let Zachys know if you encounter accessibility barriers on Zachys Ecommerce Store:

  • Phone: 1 (866) 922-4971
  • E-mail: clientservices@zachys.com
  • Visitor Address: 34 Midland Avenue, Port Chester, NY 10573
  • Postal Address: 34 Midland Avenue, Port Chester, NY 10573

Zachys strives to respond to all feedback within 2-3 business days.

Future Arrivals

Pre-Arrivals:

Pre-Arrivals (sometimes referred to as wine futures) are wines and spirits that are priced for sale but havenot yet arrived, whether that transit period be as short as a few days or, in the case of Bordeaux Futures, as long as a few years. Many pre-arrivals are “First releases,” but in some cases they can be wines that we have managed to secure in the secondary market. Most often they are premium wines that are in high demand and available in limited quantities. Zachys does not offer any Pre-Arrivals that are not confirmed to be sold by our suppliers. By purchasing a Pre-Arrival, one is guaranteeing a reserved part of our allocation of that wine and they will be among the lucky few that has access to the item upon release.

Placing Orders:

If your order contains one or more Future Arrival item(s), you will not be able to choose a delivery method until the wine arrives in our warehouse. Upon arrival, Zachys will store them in our temperature-controlled warehouse and contact you to schedule for delivery.

We communicate important order status information using the email address you have on file in your account. Please keep it up to date so we can reach you when necessary. If you have any questions, please email us with your inquiries.