Refunds & Returns

Last updated: June 6, 2026

Overview

Pairings takes care in preparing and supporting wine and gourmet gift orders so they are handled with appropriate attention to presentation, delivery requirements, and recipient experience. This policy explains how damaged, missing, delayed, undeliverable, substituted, or otherwise disputed orders are reviewed, and outlines situations where refunds, replacements, credits, re-delivery, or other resolutions may not be available.

Products may include wine, gourmet foods, perishable items, shelf-stable items, seasonal items, alcoholic or regulated products, customized selections, specialty goods, or third-party branded products depending on the order placed. Because many orders are prepared for a specific recipient, delivery destination, occasion, or delivery date, eligibility for a refund, replacement, credit, or other resolution depends on the order condition, delivery outcome, product type, applicable regulations, recipient circumstances, and supporting documentation.

Damaged or Missing Items

If an order arrives damaged, defective, or missing items, the issue must be reported by the purchaser or recipient within the applicable timeframe:

Perishable items: within 24 hours of delivery
Non-perishable items: within 5 days of delivery
Wine, alcohol, or regulated items: as soon as possible after delivery, subject to applicable laws, delivery records, and product condition

Clear photos of the damaged item or items, the original packaging, delivery label, and full gift presentation may be required so customer service can properly assess the issue. Pairings may also request the order number, purchaser name, recipient name, delivery address, delivery date, and a description of the issue.

Once the required information is received, customer service will review the claim and determine whether a replacement, store credit, refund, partial refund, re-delivery, or other resolution may be appropriate. Resolutions are determined at Pairings’ discretion based on the order condition, delivery outcome, product type, product availability, applicable regulations, and supporting documentation.

Refund Eligibility

Refunds, replacements, credits, or other resolutions may not be available in the following situations:

Perishable items affected by delivery delays caused by incorrect information, recipient unavailability, restricted access, failed delivery access, delayed retrieval, or circumstances outside our control
Wine, alcohol, or regulated products that cannot be delivered because of age verification failure, adult signature failure, recipient ineligibility, local restrictions, or other applicable delivery requirements
Customized, guided, personalized, recipient-specific, or occasion-specific gifts once preparation, fulfillment, or delivery coordination has begun
Change of mind after an order has been placed
Personal taste, flavour preference, brand preference, wine preference, or recipient preference
Substitutions made in accordance with Pairings’ substitution standards
Undeliverable orders caused by incorrect or incomplete address information, missing suite or unit numbers, incorrect recipient details, unavailable recipients, refused delivery, restricted access, security procedures, or failed age verification where applicable
Orders marked as delivered where proof of delivery, courier confirmation, building acceptance, reception acceptance, concierge acceptance, or other delivery confirmation has been obtained
Delays or delivery issues caused by weather, traffic, courier disruptions, carrier delays, building access limitations, public emergencies, regulatory issues, service interruptions, or other circumstances beyond our control
Products that have been opened, used, partially consumed, discarded, altered, moved from the delivery location, or otherwise made unavailable for review
Issues reported outside the applicable reporting timeframe

Substitutions made in accordance with Pairings’ substitution standards are not considered defects when the overall balance, quality, presentation, flavour direction, and value of the gift are maintained.

Substitutions and Product Availability

Wine, gourmet products, packaging, presentation elements, containers, add-ons, seasonal items, third-party branded items, and other gift components may vary by availability, destination, delivery timing, applicable regulations, and fulfillment requirements.

When substitutions are necessary, Pairings aims to maintain the overall balance, quality, presentation, flavour direction, and value of the selected gift. Exact wines, vintages, labels, brands, food items, packaging components, containers, or presentation details are not guaranteed unless expressly confirmed in writing by Pairings.

For guided or customized gifts, substitutions may be made to preserve the intended recipient experience, pairing logic, gift value, and presentation. Substitutions made under these standards do not automatically qualify an order for a refund, replacement, or credit.

Returns

Orders are prepared specifically for each customer, recipient, delivery destination, and occasion, and many items cannot be reused or resold. As a result:

Perishable items cannot be returned
Opened, used, partially consumed, damaged, or discarded items cannot be returned
Wine, alcohol, regulated products, customized products, personalized gifts, and recipient-specific items may not be eligible for return
Refused deliveries are treated as undeliverable orders and may not be eligible for refunds
Seasonal, limited-availability, or specially prepared items may not be eligible for return

If a return is permitted in a specific case, Pairings may require prior authorization and may provide instructions for handling, return timing, product condition, or documentation. Unauthorized returns may not be accepted or refunded.

Re-Delivery and Re-Shipping

If an order cannot be delivered due to customer or recipient circumstances, re-delivery or re-shipping may be offered at the purchaser’s expense where available and permitted.

Re-delivery or re-shipping fees depend on the product type, destination, delivery method, timing, product condition, and applicable delivery requirements
Perishable items may require remaking, replacement, or substitution, and customers may be charged for associated costs when items cannot be reused or resold
Wine, alcohol, or regulated items may be subject to additional restrictions, age verification, adult signature requirements, or destination eligibility limits
Re-delivery is not guaranteed and depends on product condition, delivery availability, courier capacity, legal requirements, and operational feasibility

Office, Building, and Managed Property Deliveries

For offices, institutions, apartments, hotels, condominiums, gated communities, hospitals, campuses, managed properties, and similar locations, delivery may be completed at a reception desk, mailroom, concierge, security desk, front desk, loading area, package room, building office, or other location accepted by the building, courier, or delivery carrier.

Once an order is accepted by an authorized building representative, front desk, concierge, mailroom, security desk, or similar receiving point, the order may be considered delivered. Pairings is not responsible for delays, loss, mishandling, refusal, or failure to notify the recipient after the order has been accepted by a building, property, or receiving location.

Alcohol and Restricted Items

Some Pairings products or add-ons may include wine, alcohol, or other restricted items where permitted by applicable law. Orders containing alcohol or restricted items may be subject to additional delivery requirements, including adult signature, age verification, recipient availability, eligible delivery address, or local delivery restrictions.

If an order containing alcohol or restricted items cannot be completed because of age verification failure, recipient ineligibility, unavailable recipient, refusal to provide identification, ineligible address, or legal restriction, the order may not be eligible for a refund, replacement, credit, re-delivery, or re-shipping.

Pairings reserves the right to cancel, modify, decline, or refuse fulfillment of any order involving alcohol or restricted items if legal, regulatory, delivery, age-verification, or operational requirements cannot be satisfied.

Perishable and Gourmet Items

Some products may include perishable, temperature-sensitive, seasonal, or gourmet food items. These items may be affected by weather, transit time, delivery access, recipient availability, handling after delivery, and storage conditions after receipt.

Pairings is not responsible for deterioration, spoilage, melting, temperature effects, or quality changes caused by incorrect delivery information, recipient unavailability, delayed retrieval, building handling, weather conditions, courier delays, or circumstances outside our control.

Customers and recipients with allergies, dietary restrictions, or health concerns should contact customer service before ordering. Product contents may vary, and gifts may include third-party branded items with their own ingredient, allergen, and manufacturing information.

Cancellations and Order Changes

Orders begin processing shortly after payment is submitted. Customers should contact customer service promptly after placing an order if an address change, recipient correction, cancellation, product change, gift-message change, delivery instruction update, or other order adjustment is needed.

Changes cannot be guaranteed once preparation, fulfillment, product sourcing, customization, or delivery coordination has begun
Once an order has shipped, dispatched, or moved into courier handling, address changes or cancellations may no longer be possible
Customized, guided, recipient-specific, alcohol-related, perishable, or specially prepared orders may have limited cancellation options
During peak periods, holidays, high-volume periods, or same-day delivery windows where available, additional notice may be required and changes may not be available

If an order change is possible, additional charges may apply depending on product type, delivery destination, timing, substitution requirements, or delivery method.

Delivery Timing and Delays

Delivery dates, delivery windows, shipping times, courier timelines, and transit estimates are not guaranteed unless expressly confirmed in writing by Pairings. Delivery timing may vary by destination, product availability, order timing, delivery capacity, courier availability, applicable regulations, and other operational factors.

Pairings is not responsible for refunds, replacements, credits, or other compensation related to delivery delays caused by carriers, couriers, traffic, weather, building access issues, recipient unavailability, incorrect delivery information, regulatory restrictions, public emergencies, force majeure events, or other circumstances beyond our control.

Orders Marked Delivered

If an order is marked as delivered by a courier, delivery partner, building representative, concierge, reception desk, mailroom, front desk, security desk, or other accepted delivery point, the order may be considered completed.

If the purchaser or recipient cannot locate an order marked as delivered, customer service may review available delivery information. A refund, replacement, credit, or re-delivery is not guaranteed for orders marked as delivered where delivery confirmation or proof of delivery is available.

Events Beyond Our Control

Pairings is not responsible for refunds, replacements, credits, re-delivery, re-shipping, or other compensation related to delays, non-delivery, failed delivery attempts, product condition issues, or service interruptions caused by circumstances beyond our control.

These circumstances may include weather, traffic, natural disasters, public emergencies, courier or carrier disruptions, regulatory restrictions, labor disruptions, supply shortages, product availability issues, incorrect customer information, recipient unavailability, restricted access, technical issues, or other events outside our reasonable control.

How to Report an Issue

To report an issue with an order, contact Pairings customer service as soon as possible through the contact methods listed on this website or call 800-651-9978.

Please include the following information when available:

Order number
Purchaser name and contact information
Recipient name and delivery address
Delivery date
Description of the issue
Clear photos of damaged items, packaging, delivery labels, or presentation where applicable
Any delivery confirmation, courier communication, or relevant support details

Review and Resolution Process

After receiving the required information, Pairings will review the issue based on the order details, product type, delivery outcome, product condition, documentation, applicable regulations, and other relevant circumstances.

Where appropriate, Pairings may offer a replacement, partial replacement, store credit, refund, partial refund, re-delivery, re-shipping, substitution, or other resolution. Any resolution is provided at Pairings’ discretion and does not guarantee the same resolution for other orders or future issues.

Questions or Support

For assistance with an order, use the support widget, order tracking widget, Contact Us page, or other contact methods listed on this website. You may also call Pairings at 800-651-9978.

Additional delivery-related questions may also be answered on the FAQ page, Delivery Areas page, Same-Day Delivery page where applicable, or Order Tracking page.