FAQs

We’re here to help!  Many answers to your questions are provided below. If you need further assistance, please give us a call at 707-646-2901 or contact@ballykeal.com.

• Ordering
• Shipping
• Returns & Reroutes
• Account Information
• Membership

Ordering

• Order Processing
  Your order will be processed within 1-2 business days and be shipped the next business date. Weekends and holidays do not count as processing or shipping transit days. Tracking information will be emailed to you automatically.
• Cancellations
  We are unable to cancel orders. As soon as your order is confirmed, it is automatically sent to our warehouse and processed for shipment. In some circumstances, we can "recall" your order from the carrier, however shipping fees will still apply.
• Do you offer Military Discount?

  Thank you for your service. Yes, we offer a 15% off on purchases made at our tasting room.

Shipping

• Will Call
  Orders can be picked up Wednesday - Sunday between the hours of 10am - 5pm. Please check in at the Event Center and one of our staff would be delighted to help you.
• Shipping

  Currently we ship only within California. An adult 21 years or older must be available to sign for delivery.

• Re-routes & Change of Address

  Once the carrier has your shipment, please work directly with them to change the time or location of your delivery. Fees may apply. Please be sure your account information is up to date, or contact us for assistance.

• Extreme Weather

  Extreme heat or cold may damage products in transit. To ensure your product arrives in perfect condition during the summer months, we strongly urge you to add a cold pack to your shipment(s). Unfortunately, we cannot refund or replace damaged items shipped without a cold pack.

Returns & Reroutes

• Undelivered wines

  Undelivered wines or spirits cannot be credited, returned, or reshipped.

• Damaged or Lost Packages

  If your shipment arrives damaged, please let us know as soon as possible. Please email a brief description of the damage along with a photo, and we will help you expedite a claim with the carrier.

Account Information

• How do I change my password?

  If you're signed into your account, just head on over to Profile, which is located below My Account and scroll down to the bottom of the page. Select Sign In, and click on "Forgot Your Password."

• How do I unsubscribe from emails?

  Simply click the “unsubscribe” link at the bottom of any email.

Membership

• Can I customize the selection of wines and spirits my shipments?

  Yes! We make seasonal suggestions, but the choice is yours. We just ask that the total order price is of equal or greater value to your original membership level. You will receive a confirmation email before each shipment with a deadline date for any changes you would like to make. Simply log into your account to see your next order on your dashboard and click “Edit Wines”. You can always email or call us for assistance.

• What are my benefits while visiting the Estate?

  We have a wide-ranging array of benefits, depending on your membership level. Please visit the detailed description on the Membership section of our website.

• When do you charge my card?

  As we prepare your order prior to shipping, we take an authorization to hold the amount due. The charge is completed when the package leaves the Estate. If your card is declined, we will do our best to contact you for an alternative payment method. You can also update your credit card through your member account, or by calling the Estate.

• What happens to my shipment if you have the wrong shipping address, or I am not available to sign for it?
  • To prevent delays in receiving your shipment, please keep your shipping address up to date in your member account.
  • In the unfortunate event your package is shipped to the wrong address, and it is still with the carrier, please contact them directly to have it held for pick up or redirected. Fees may apply. The carrier will make multiple delivery attempts before returning your wines to us. 
  •  Please note there is a $25 fee for any packages returned due to an incorrect address, or no one could sign for it. Returned wines cannot be reshipped. 
• How long do I have to pick up my Will Call shipment?

  Will call orders are held at the winery for 30 days. Past 30 days, we will ship your package to the billing address on file.

• Can I pause my membership or skip a shipment?
  • Sure! You can skip a shipment by simply logging into your account, finding the order on your dashboard, then clicking the “Skip Shipment” button.
  • You can also pause your shipments for up to 6 months in a 12-month period.
  • Please note the pause period months do not count towards the membership commitment term and will extend the obligation date by the time that your account is on hold.
  • Unless further written notice is received, the regular shipment schedule and account billing will resume once the pause has ended.
• How many shipments must I take before cancelling my membership?

  As member benefits are enjoyed immediately, we ask that members take three consecutive shipments before closing the account. If you wish to cancel or suspend your membership, please reach out to our Customer Service team. A $50 early termination fee may apply.

• Do membership discounts apply to alcohol purchased during private events?

  No, membership discounts for food and beverages do not apply to alcohol purchased at private events. Thank you for your understanding.