Returns / Refunds
We use natural cork for many of our wines and are aware that cork taint may be present on occasion. And although we ship all wine in proper wine shipping boxes with appropriate inserts to avoid any unnecessary breakage, accidents do happen.
If you experience a problem with any of our wines or cheeses, please return the product(s) to us and we will be happy to replace it/them for you. If you do not live in the area, please call us first at (250) 770-1733 and we will arrange a replacement for you.
We can ship anywhere within Canada. Please note that the rates listed below are estimates and may be higher or lower depending on destination.
All orders (wine and/or cheese, ordered by mail, telephone, or online) will be shipped by either FedEx or ATS Healthcare Couriers (depending on your location) from Upper Bench on the following Monday to ensure the timely delivery of temperature sensitive products. This does not include club shipments. Club shipments will be shipped out on their specified dates each quarter.
You should receive a shipping notification (via email) from either FedEx or ATS Healthcare Couriers when your delivery has been shipped, and it will contain a tracking number and an indication of when you will be receiving it.
All cheese orders are shipped with freezer packs to ensure the proper temperature is maintained.
A person of the age of 19 years or older must be available to receive and sign for all shipments containing wine.
Wine Club Cancellation Policy
We understand that situations change and that you may not be able to maintain your Club membership forever. Should you need to cancel your membership, we ask that you keep the following in mind:
Cancellation must be done either in writing via email or by calling us directly 30 days prior to the next shipment. Cancellation requests made within the 30 day window will be applied to the following shipment.
We require that you commit to at least one shipment when you sign up, prior to cancellation. Should you wish to cancel before your first shipment, you will still be responsible for the full cost of said shipment.
What information do we collect?
We collect information from you when you register on our site, place an order, subscribe to our newsletter, or sign up in our tasting room.
When ordering or registering on our site, as appropriate, you may be asked to enter your: name, e-mail address, mailing address, phone number or credit card information. You may, however, visit our site anonymously.
What do we use your information for?
Any of the information we collect from you may be used in one of the following ways:
- To process transactions
- To personalize your experience (your information helps us to better respond to your individual needs)
- To improve our website (we continually strive to improve our website offerings based on the information and feedback we receive from you)
- To improve customer service (your information helps us to more effectively respond to your customer service requests and support needs)
Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested.
- To send periodic emails
The email address you provide for order processing will only be used to send you information and updates pertaining to your order, as well as to keep you up to date about Upper Bench Winey & Creamery.
How do we protect your information?
We implement a variety of security measures to maintain the safety of your personal information when you place an order or enter, submit, or access your personal information.
We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Payment gateway providers database only to be accessible by those authorized with special access rights to such systems, and are required to keep the information confidential.
After a transaction, your credit card number will not be stored on our servers.
Yes – Cookies are small files that a site or its service provider transfers to your computers hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognize your browser and capture and remember certain information.
If you prefer, you can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies via your browser settings. Like most websites, if you turn your cookies off, some of our services may not function properly. However, you can still place orders over the telephone or by contacting us.
Do we disclose any information to outside parties?
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect others or our rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.