Shipping policy
Chilled Wineworks ships throughout the Continental United States. Wine refrigeration units are large, heavy appliances and ship by freight carrier on a pallet. Accessories and parts ship by parcel carrier.
Please read this page before ordering. Freight delivery works differently from ordinary package delivery, and a few minutes now prevents almost every problem we see.
Freight Delivery
Standard service is curbside delivery. The carrier brings your unit to the end of your driveway or the curb outside your address on a liftgate truck and lowers it to the ground. That is where their responsibility ends.
Curbside delivery does not include:
- Carrying the unit into your home or garage
- Stair carry of any kind
- Uncrating, unpacking, or removal of packaging
- Placement, leveling, or installation
- Removal of your old appliance
If you need any of the above, see Delivery Upgrades below and contact us before you place your order.
What we need from you
- A valid, reachable phone number at checkout. The carrier calls this number to schedule your delivery appointment — we cannot schedule it for you.
- An adult 18 or older present to receive and sign for the shipment.
- Enough space for a full-size freight truck (up to 53 feet) to access your address. If your street, driveway, or community restricts large trucks, please tell us before ordering.
Missed appointments, storage, and redelivery
Customers are responsible for coordinating delivery with the carrier. If the carrier cannot reach you, or a scheduled delivery is missed, the shipment is held at the local terminal. Storage fees and redelivery charges assessed by the carrier are the customer’s responsibility. If a shipment is returned to the manufacturer because scheduling attempts went unanswered, return freight and any restocking fee will be deducted from your refund.
Inspecting Your Delivery — Please Read
This is the most important section on this page. Freight damage is not covered by the manufacturer’s warranty. It is covered by a freight claim, and a freight claim can only be filed if the delivery was documented correctly at the time of delivery.
Before you sign anything:
- Inspect the pallet, crate, and carton on all sides. Look for punctures, crushing, tears, water staining, or a shifted or leaning load.
- If you see any damage, write it on the Bill of Lading before you sign. “Damaged” is not enough — describe it, for example: “Dent in left side panel, 6 inches, upper corner.” A signed clean Bill of Lading means the carrier delivered the unit in good condition, and that is very difficult to undo.
- Photograph the packaging before it comes off, and the unit after. Take more photos than you think you need.
- If the damage is significant, you may refuse the shipment. Note the reason on the Bill of Lading and contact us the same day.
Concealed damage — damage found after the packaging is removed — must be reported to us within 48 hours of delivery, with photos. We cannot file a claim after that window closes.
Signing a clean delivery receipt and reporting damage later gives us no recourse with the carrier, and we will not be able to replace or refund the unit.
Parcel Shipments (Accessories and Parts)
Smaller items ship via UPS, FedEx, or a comparable carrier. Tracking is emailed when the item ships. Some shipments require a signature. Please report shipping damage on parcel items within 48 hours of delivery, with photos.
Delivery Upgrades
Curbside is the standard. If it will not work for your site, we can quote an upgrade before you order:
- Threshold Delivery — the unit is brought inside the first doorway or into the garage, still crated.
- White Glove Service — the unit is brought to your room of choice, uncrated, and the packaging is removed. Availability and scope vary by manufacturer and by your address.
- Expedited Freight — a faster transit time when the standard window will not meet your date.
Upgrade pricing is quoted, not fixed. Cost depends on your ZIP code, the carrier serving your area, the number of stairs, elevator access, and doorway clearance. We get a live quote from the manufacturer’s freight desk and send it to you before you commit to anything.
Please contact us for a delivery quote if any of these apply:
- The unit must go up or down stairs
- Delivery is to an apartment, condo, or building with an elevator
- Doorways, hallways, or turns are tight
- Your street or driveway cannot take a 53-foot truck
- You need the unit by a specific date
- You want the unit uncrated and placed rather than left at the curb
Email support@chilledwineworks.com or call 1-888-493-8889 with your model, ZIP code, and a short description of the site. Please allow 1–2 business days for a quote — freight desks price these manually.
Delivery Timelines
Wine refrigeration units typically ship within 1–3 business days of order and transit in 5–10 business days depending on destination, plus 1–3 business days for the carrier to reach you and schedule an appointment. Expect roughly 1–2 weeks door to door for most addresses. Backordered items are communicated before your order ships. These are estimates, not guarantees — carrier networks are subject to weather, terminal volume, and holidays.
Questions
Email support@chilledwineworks.com or call 1-888-493-8889. If you are unsure whether your site can take a curbside freight delivery, please reach out before you order. It is a five-minute conversation that prevents a very expensive problem.
