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FAQs

Hello! If you are looking for help, this is a great place to start. If you don’t find your answer below, reach out to us via live chat. We are here to help!

 

How do I create an account?

Go to Zachys.com and click on “My Account” at the top right of the page. You will have the option to either log in if you have an existing account, or to create an account. You can create an account by clicking the “Register” button under “Create an Account”. You will also have the option to use your Social Login to purchase with Zachys.

We communicate important order status information using the email address you enter in your account. Please keep it up to date so we can reach out to you with tracking information and order status.

How do I log in with an existing account?

By clicking “Log In” on the main navigation bar or “My Account” at the top right of the page, you can log in with an existing account using your email and password.

I forgot my password. How do I retrieve it?

If you have an account and you forgot your password, you can reset your password using the “Forgot Your Password?” link under My Account.

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 $10 per case/carton for shipping, in the domestic US. If interested, please note this in the Special Instructions 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.

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 CS@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?

Contact us at 914-874-8000 or CS@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: cs@zachys.com

Existing Orders: Call the main number in New York and press “1” followed by 1. 

General Questions: Call the main number in New York and press “0”.

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

To speak with a wine specialist for advice on what to order: Call the main number in New York and press “1” followed by 2.

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.

How do I buy a Gift Card or a Gift Certificate?

Gift cards are available on the website and can be emailed or mailed for you. We recommend you visit our Gifts 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 contact us.

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 by 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 would like to store my wine with Zachys for more than 3 months. What should I do?

Please contact us at 914-723-5798 or info@nyfws.com to obtain a copy of the agreement along with the rates.

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 cs@zachys.com . Return shipping fees may apply.

Please 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.

 

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