CUSTOMER CARE
Frequently Asked Questions
My Account
Account Login/Password Assistance
Please use the same email address with which you originally registered as your account login. If you do not remember your account password, go to the My Account page, enter your account login (email address) in the field next to "Forgot your password?" and click Submit. A new password will be emailed to the email address associated with your account.
Billing Information
You may save and update your billing information online in the My Account section of the website. Simply login and select Credit Cards in My Account. Wine Club Members: Please note that to update your club shipment information, you must call the Deep Sea Tasting Room at (805) 618-1185 or email gillian@conwayfamilywines.com.
Purchase History
Orders that you place online will be saved in your account. To review them, login to My Account and click Past Orders / Order Status. Click on any order number to review specific order and tracking information.
Order Status
Once your order ships, we will email you tracking information which will allow you to connect to the shipping website. If your tracking number is "not found," please give the system 48 hours to register the information from the shipping company and make it available to view online.
If you have any questions about your order, please contact us at The Deep Sea Tasting Room: (805) 618-1185, or contact Gillian Conway at (805) 709-0151.
Correcting/Updating Account Information
If your account information changes, such as shipping or billing address, credit card information, login information, etc., you can make changes in the My Account section of the site. Wine Club Members: Please note that to update your club shipment information, you must call The Deep Sea Tasting Room at (805) 618-1185.
or email gillian@conwayfamilywines.com.
Choice/Opt-out
If you wish to modify your preference to receive or not receive special email offers from Conway Family Wines, you may do so in the My Account section under Email Preferences or email us at gillian@conwayfamilywines.com and request to be removed from our mailing list.
Ordering
How to Order
You must be over 21 years of age to purchase and receive wine. All deliveries require an adult signature.
Three Ways To Order
1. Online
Returning customers
Place your order, then check out using your password protected account information. We've stored your billing and shipping details in our secure files for your convenience. Confirm your order and print the receipt. You will receive a confirmation email sent to the account you have on file.
First time buyers
Add Conway Family Wines products from our Wine Shop to your cart. As you check out, set up your online account using our secure shipping and billing information files. Confirm your order and print the receipt. You will receive a confirmation email sent to the account you have on file.
2. Telephone
Deep Sea Tasting Room phone is (805) 618-1185. Our knowledgeable Wine Consultants are available Monday through Friday, 12:00 p.m. to 8:00 p.m. PST.
Payment Options
Conway Family Wines accepts Visa®, Mastercard®, American Express® and Discover®. Personal checks are not accepted.
Sales tax
Orders shipped to the following states will have tax applied at the corresponding rates:
* CA: 8.75%
* CT: 6%
* HI: 4%
* ID: 6%
* IA: 5%
* MN: 6.5%
* MO: 6.5%
* NE: 5.5%
* NV: 6.85%
* NH: 8%
* NC: 6.5%
* ND: 8%
* SC: 6%
* TX: 8.25%
* VT: 6%
* WA: 7.90%
* WY: 4%
Order confirmations
Once you place your online order, Conway Family Wines will send an email order confirmation to the email address associated with your account. Emails are sent to acknowledge new orders and shipments. Email confirmations are still sent to customers not wanting to receive other email or special offers from Conway Family Wines.
Shipping & Returns
Shipping Methods & Costs
Conway Family Wines strives to use the best shipping method to provide the most economical, efficient, and quality-conscious shipment of wine to our customers. We use environmentally-friendly molded fiber shipping packing materials.
Conway Family Wines legally ships wine direct to:
CA, CO, FL, IA, IL, MN, MO, NH, NM, NV, NY, OH, OR, TX, VA, WA, WI
For most orders, we ship on Mondays and Tuesdays in order to avoid having wine delayed over a weekend. We may postpone a shipment to avoid in-transit temperature extremes. If your order needs to arrive by a specific date, such as for a gift or prior to travel, please call us directly.
We strongly recommend delivery of wine shipments to a business, rather than a home address. Shipment of wine requires an adult signature. If an adult (21 years or older with proper identification of age) is not available to receive this package, additional delivery attempts will be made. If these attempts are unsuccessful, your order will be returned to the distribution center it originated from, our contracted fulfillment company. We will have to charge additional shipping fees for re-ships. Shipping carriers will not deliver to P.O. Boxes.
Shipping charges include costs for third party transit and all product-handling costs. Orders are shipped following credit card authorization.
In cases where orders include wine and merchandise, the wine will be shipped separately and shipping fees will be combined into one total amount.
Our shipping policy is based on state regulations. Each state's laws vary regarding the direct shipment of wine and we intend to expand our shipping capabilities as state laws permit. However, these laws do not impact the shipping of non-wine items such as merchandise and apparel.
Damaged Wine
If your wine arrives damaged, by the Carrier please contact us and we will submit a claim and send a replacement package. Pushed corks due to heat damage is not something we can file a claim on, and request that wine is held to be shipped in cooler weather.
Returns policy
Conway Family Wines guarantees your satisfaction with the quality of our products. If for any reason you are dissatisfied with your order, please contact us within 30 days of receipt of your order. For fastest results, call (805) 618-1185 or contact us by emailing gillian@conwayfamilywines.com.