Shafer Vineyards :: Troubleshooting Problems with Your Order

Shafer Wines

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Or email info@shafervineyards.com

Troubleshooting Problems with Your Order

Click on the questions to reveal the answers.

Q. How can I change my user name and/or password?

A. Once you have logged in, please click the “my account profile” link at the top of the page. There you will find the fields where you can easily enter a new user ID and/or password.

Q. I can’t remember my user ID and/or password. How can I log in?

A. On the log-in page (the first page you see when you link to the Shafer wine story) you will see a link called “Forgot your user ID or password?” Please click that link. You will be instructed how to get your user ID and password emailed to you.

Q. I’m using a third-party shipper. When will I receive my wine?

A. Wines destined for third-party shipping will be transferred to the shippers after March 15, 2009. If you have not received your wine by April 1, 2009, please contact the shipper you selected for delivery information.

Q. Why can’t I find my complete ordering history on the Shafer wine store?

A. The Shafer store only tracks information regarding your online orders not older orders that were placed using our paper forms. If you have questions about your orders placed over the phone, via fax, or at the winery, please call the winery at 707-944-2877.

Q. I clicked on the link to retrieve my user name and password, entered my email address, and hit the submit button, but I haven’t received an email with my info. Why not?

A. This problem occurs when the email address you’re using is not the email address on your Shafer account. If you can still access your other email address, please try using it. If not, please call us and we’ll be happy to update your records: 707.944.2877.

Q. Why did my order fail?

A. The most common reason is that the address you have listed under "billing address" does not match the address on record with your credit card company. You may have inadvertently entered a work address, a second-home address or a shipping address that is not recognized by your credit card. In some cases a street name has been misspelled or a zip code entered incorrectly.

Other common reasons an order can fail:

you have entered an incorrect expiration date
you have entered a cardholder name not recognized by your credit card
your card has expired

Once you have updated your account information, try your order again. If it still does not go through, please call us at 707.944.2877 or send an email to info@shafervineyards.com. We can either help you complete your order online or we can simply take your order over the phone.

Q. After I placed an order for a few bottles from this release, I came back to the online store to order more and my allocation is gone. Why?

A. Shafer’s online ordering system is similar to the traditional printed order forms in that it’s designed for one-time use. Our wine is produced on a limited basis and this ordering method allows us to manage our allocations.

Q. Why is there no place to correctly enter my shipping information if I live outside the U.S.?

A. We apologize for this. For the moment the best way to place your order is to contact the winery directly. We are still working through some software challenges related to orders outside the U.S.

Q. I tried multiple times to get my order to go through and each time got an “order failed” response. After checking my credit card account online, I see numerous charges on my card for those failed orders. How do I get those charges off my credit card?

A. Our card processor automatically declines all failed purchases. What this means is that you will not be charged for those failed orders. What you're seeing online is that credit card companies “hold” funds pending settlement. Because those pending charges were declined on our end they will not settle. The “holds pending settlement” should drop from your account within a few days. Unfortunately, there isn’t anything Shafer can do to reverse this action by your card company since we did not initiate the charge.

Our online ordering system is designed with your convenience and privacy in mind. If, unfortunately, you are experiencing difficulty, we will be happy to take your order over the phone. Please call 707.944.2877. We are open Monday – Friday 9 to 4 p.m. (PST).