ACCOUNT RELATED

How do I log in?

New customers:
Click the My Account dropdown menu at the top of your screen. Click Log In and click Create Account. Fill in your personal details and click Create Account.

Existing customers:
Click the My Account dropdown menu at the top of your screen. Click Log In and enter your login details. If it’s your first time logging in on the new website, you’ll need to perform a one-time password reset before logging in. To reset your password, simply click on Forgot your password? Next to the Sign In button and follow the instructions. The system should still have record of the email address that was associated with your account on the previous website. If not, please contact us and we’ll be happy to assist.

How do I create a new account?

Click the My Account dropdown menu at the top of your screen. Click Log In and click Create Account. Fill in your personal details and click Create Account.

How do I reset my password?

To reset your password, simply click the My Account dropdown menu at the top of your screen. Then click on Forgot your password? Next to the Sign In button and follow the instructions.

Will I need to reload my credit card details on the new site if I had them loaded on the old one?

Yes, credit card details are sensitive and for your own security these have not been brought across from the old site to the new. You will be required to reload your payment method/s once on your next order, after which they will be stored in our secure payment gateway. On the new website, you can also enjoy the added convenience of checking out with trusted online payment tools like Google Wallet or Apple Pay.

ORDER RELATED

 

How do I track an order placed on the old website?

To track an order placed before January 20th 2025, visit our temporary Order Status page at https://capeardorwine.com/order-status/ to use our custom tracking tool. After entering your order number into the tool, this will redirect you to our secure CellarX system where you can view your order details, shipping information, and estimated delivery date.

What happens if I can’t find my order in the tracking tool?

In the unlikely event that your order does not appear in the tracking tool or if you encounter any issues, please contact us on orders@cape-ardor.com and our Customer Service team will be happy to assist you.

Where can I view my order status for an order placed on the new website?

To monitor orders placed on the new website, simply navigate to the My Account dropdown menu at the top of your screen, and click on My Orders. Here, you will see any active orders or active carts associated with your account.

Can I change the wines in my order?

The best way to amend your order is to contact us through our contact page.

I was recently overseas and placed an order at a winery but have not received an order confirmation or update.

Most Cellar Door orders are completed by the customer via our secure online checkout, either after scanning the QR code provided to you by the winery representative, or after clicking the link in the email sent to you by our system.

After payment is complete, an order confirmation email will be sent to the email address you provided. If you did not receive this email, please check your spam folder and add orders@cape-ardor.com to your address book to ensure you receive all notifications from us.

If you’re still unable to find your order confirmation, please contact us and we’ll be happy to assist.

If a representative at the winery placed the order on your behalf, they may have entered the wrong contact information during the order process. If the email address isn’t copied correctly, we’ll try to call. If neither email nor your contact number are correct, we will be unable to contact you. Please contact us and we’ll be happy to assist.

I have a credit card charge from Cape Ardor but do not have any other information.

If you have received a charge from Cape Ardor, it means you placed an order at one of our partner wineries. You may not have received an order confirmation due to a spelling error in your email address. Please contact us if you have questions regarding any charges and we’ll be happy to clarify.

SHIPPING RELATED

 

Why is it preferred to deliver to a business address?

Most carriers deliver to businesses in the morning and residential addresses in the afternoon. Delivering in the morning minimizes any effects from the weather. The other main benefit is there’s usually an adult over 21 years of age available to sign for it, so you don’t have to worry about missing a delivery.

How can I update the shipping address of an active order?

The best way to change the address of your order is by contacting us with your order number, full name and address correction. We will change the “ship-to” address and send you an updated order confirmation via email.

It looks like my shipment is not moving. Where is it?

We use a two-stage system to get your wine safely to your door from its origin. Your tracking number is used for the second stage, and won’t activate until the shipping partner is about to make your delivery. As a result, please check your tracking number frequently.

First, your shipment is transported via a temperature controlled wine carrier all the way to your regional depot. From there it’s handed off to a local carrier, such as UPS, for drop-off. It may take between 3-10 days from the time your wine leaves our headquarters for you to receive your tracking number. It may take a few more days before you can see your package moving.

Unlike most products, wine requires careful shipment to ensure it’s quality is maintained throughout transit. Thank you for your patience, and feel free to contact us should you need any further clarity on your shipment.

Why is my shipment delayed?

Cape Ardor prides itself in making hard to find, boutique, international wines available to you. Your wine travels well over ten thousand miles before it reaches your door. The journey from the wine’s point of origin can take around two months, and we can experience further delays with US customs, port strikes, weather at sea, and a variety of other factors.

Furthermore, the lead times for procuring our wines can be several months, which makes inventory planning challenging. We’re always striving to improve our forecasting to ensure we have the wine you ordered ready-to-ship, however on rare occasions unexpected factors may cause additional delays. We are ever-grateful to our loyal customers for their patience and understanding in these cases.

To check the current status of your order and the expected availability of backordered items, log in to your account and visit the My Orders page under the My Account dropdown menu. You will receive email notifications as soon as your order ships.

Is there an additional cost to ship my wines that are in-stock if one or more items are not immediately available?

If you want to split your order into multiple shipments, standard shipping rates apply to each shipment. To do so, you can either select this option at checkout or contact us to make the necessary arrangements as soon as possible.

Will My Wine Be Shipped In The Cold Winter And Warm Summer Months?

Cape Ardor goes to great lengths to ensure your wine arrives in optimal condition and we will communicate with you if there’s any concern. You are provided with clear options during the checkout process, and can decide whether to hold shipment for optimal weather, or to ship now either with or without a cold pack. Cold packs improve the chance that your wines will arrive in perfect condition, but in extreme temperatures they do not guarantee it. If you reside in an area of extreme weather temperature (or delivery routes through an area of extreme temperature), we recommend you choose to hold for optimal weather. In this case we will bill you for your order and hold it in our temperature-controlled warehouse free of charge until such a time as it is safe to release. If you choose to ship now, you do so at your own risk. Check the weather in your area to make sure you choose the right shipping option for you.

Shipping in the Summer Using Temperature Control and Cold Packs

You are provided with clear options during the checkout process, and can decide whether to hold shipment for optimal weather, or to ship now either with or without a cold pack. Cold packs improve the chance that your wines will arrive in perfect condition, but in extreme temperatures they do not guarantee it. Shipping during heat or cold spells is at your own risk. We strongly advise you to take advantage of our free storage during months of extreme temperatures. Most shipments outside of California are serviced by a private Napa Valley-based carrier that uses temperature-controlled vehicles to transport your wine from our warehouse facility to a depot near you.

Once it arrives at this depot it is handed off to a local carrier for delivery, often UPS. It is at this depot that cold packs will be added to your shipment to protect it from the heat on the final leg of its journey if you have elected to use them. These cold packs will usually only last 24 hours (It is imperative that you do not miss the first delivery attempt). It’s always preferred to use a commercial shipping address, especially during weather extremes. Businesses receive their shipments in the morning, and first delivery attempts are usually successful as there is likely an adult over the age of 21 years old available to accept the delivery.

Reminder: Ice packs do not fully eliminate the risk of heat damage.

Shipments to Arizona: We arrange door-to-door air-conditioned delivery for Arizona.

What happens if I miss my shipment?

Our carrier will attempt to make delivery up to 3 times. Cape Ardor is not responsible if the receiver misses the 3rd delivery attempt. If your order is returned to our logistics partner and you request a re-ship, additional shipping charges will apply. If you wish to cancel the order, restocking fees and return fees will apply, after which a refund will be credited to your account or credit card. See our Shipping, Delivery and Returns page for more details.

Orders returned by the carrier for any reason will be held for 30 days. This gives you the chance to have your order redirected or reshipped. As stated above, additional shipping charges will apply. After 30 days your order will be processed as a return and will incur a 50% restocking fee. We will note your account with a store credit, less the shipping costs (both original and return).*

Reasons for missed shipments may include but are not limited to:

• Incorrect / insufficient address or contact info.

• An adult of at least 21 years was not available to sign for and receive the delivery.

• Recipient was not available when deliveries were attempted.

• Recipient failed to pick-up at a carrier-designated facility following attempts to deliver.

• Refusal by the recipient to receive the package.

* Store credit is valid for 1 year from the return date.

What are your shipping rates?

Shipping is charged in increments of $25 per 12-bottle case, with additional fees applicable for split-ship and ice pack shipping options. You can see a breakdown of your shipping costs at checkout on each order.

Additional Shipping Information

For additional shipping information, please visit our Shipping, Delivery and Returns page.

 

GENERAL

I had a gift certificate on the previous site, how do I redeem it?

Any customers with active gift certificates on the old website have been allocated store credit for the new website to the value of their gift certificate. You can see your store credit in the My Account dropdown menu under My Orders. When placing your next order, you will be able to choose store credit as the payment method when it comes time to pay for your order.

To purchase new gift certificates, redeem a gift certificate purchased on the new website (after 20th January 2025), or check new gift certificate balances, please visit our Wine Gift Certificates page.

How do I create a wine Wish List and can I  share it with friends?

To create a wish list, simply navigate to your desired product pages and click the Add To Wish List dropdown (below the Add To Cart button). You can create multiple wish lists with custom names, for added convenience. Once you have a wish list, you can find it by clicking the My Account dropdown menu at the top of the page, and clicking Wish Lists. There, you can edit, delete or share your wish lists with friends. An easy and fun way to create wine gift registries or show other wine lovers what you’re exploring.

Do you still support non-profits? How do I donate to Sheldrick Wildlife Trust or The Pebbles Project?

Yes, we certainly do support non-profits! Sheldrick Wildlife Trust and The Pebbles Project are two causes very close to our hearts. Due to strict NPO regulations in the United States, we are no longer able to tie donations to individual transactions, however we are no less committed to supporting these causes than before. On a quarterly basis, we donate a percentage of sales from The Legacy Collection category to both of these special causes. For more information, please visit our Giving Back page.

Are there any new categories or collections to explore?

Yes, we have a variety of new wine collections for you to explore and enjoy. In addition to your old favorites such as Best Sellers, New Arrivals, and Wine Gifting, we have the following new categories to help you shop according to your interests:

Featured Wines
Top Rated
Ultra-Premium Wines
Sustainable Wines
Legacy Collection (Supporting our partner NPO’s)
Shop By Season (Summer, Fall, Winter and Spring Wines)
Cult Classics

I’m a Wine Club member. Does my Wine Club discount still apply?

Yes, your wine club member discounts will still apply on the new website. You need to be logged in with the same email address associated with your wine club membership in order to see your discounts reflected on the store.

I want to send a personal wine gift to all my friends or clients. Can you do that?

Yes! Cape Ardor will work with you to find the right wine for your occasion, and oversee any special packing needs such as gift cards or business collateral. Visit our Wine Gift Service page to provide details of your request. We look forward to assisting with any personal or corporate wine gifting requirements.

Do wine gift sets come with gift packaging?

No, our Wine Gift Sets are carefully curated selections of wines that are perfect for gifting, but due to the long transit of these shipments we are unable to provide delicate gift packaging. We recommend ordering your gift sets well in advance of the special occasion and purchasing some additional gift packaging to gift them in. 

Will Cape Ardor allow me to purchase wines you don’t currently have in stock?

Yes, we allow you to pre-order wines we’re stocking for the first time, and backorder vintages we’ve run out of stock on. This allows you to be the first in line when new stock arrives. Please note this will delay your entire order until all wines are in-house, unless you opt to split your order into multiple shipments, which will incur additional fees. Please note the expected in stock date of each product on their product pages.

How can temperature extremes affect wine?

45°F to 65°F is the ideal temperature range for wine, with 55°F often cited as the ideal target temperature.

Please see this Wine Spectator article on how extreme cold can affect your wine. Here’s an excerpt:“I wish there was a formula to tell you the exact tipping point where a wine is good one moment and cooked the next, but it’s not that simple. For starters, each wine is different — for example, an older wine is typically much more fragile than a younger one. Corks are each unique and can react to similar conditions differently. There are also the factors of how well insulated the bottles are, how hot or cold they were, to begin with, barometric pressure, and whether or not there was also exposure to UV rays or vibration.” 

“Extreme cold is not nearly as bad for wine as extreme heat. Cold slows down the aging process. And even if your wine is fluctuating from the ideal 55° F temperatures down to as low as the mid-30s, as long as the fluctuation is happening gradually, it’s not that bad.

The concern about cold temperatures and wine is that if the bottle gets really cold for an extended period, the liquid inside will expand as it freezes, and it could put pressure on the cork or even crack the bottle. Wine freezes at around 15° to 20° F.”

What are Cape Ardor’s office hours?

We’re available Monday to Friday from 9am – 5pm Pacific Time, and closed on weekends and national holidays. Contact us for personal wine recommendations, or if you have any questions regarding your order.

What Proposition 65 warnings should I be aware of when purchasing your products?

Drinking distilled spirits, beer, coolers, wine, and other alcoholic beverages may increase cancer risk, and, during pregnancy, can cause birth defects. For more information go to P65Warnings.ca.gov/alcohol. Some products can expose you to chemicals including Bisphenol A (BPA), which are known to the State of California to cause birth defects or other reproductive harm. For more information go to P65Warnings.ca.gov.

Resources for alcohol abuse:

Alcoholics Anonymous® (AA)
212–870–3400 

SMART Recovery
440–951–5357

National Institute on Alcohol Abuse and Alcoholism (NIAAA)
301–443–3860

Substance Abuse and Mental Health Services Administration (SAMHSA)
800–662–HELP (4357)

I have a question that’s not covered here.

Please feel free to contact us and we’ll get back to you as soon as we can.