Customer Service

Have a question about our products and services? Below you'll find answers to many frequently asked questions.

HOW DO YOU CHARGE?

  • All prices are listed in Canadian Dollars.
  • Prices shown are for case lots unless otherwise specified

ACCEPTED PAYMENT METHODS

ProfileWineGroup.com accepts the following payment methods: Visa, MasterCard, American Express

HOW TO PLACE AN ORDER

Orders may be placed on our website and by telephone. 

Ordering Online

When completing your order on our website, you are creating your profilewinegroup.com online account. By doing so, you will have access to your online account at any time, be able to view the status of current orders and your complete order history.

Placing Orders By Phone

To place an order by telephone, contact our order desk at 416-598-0033 (option #3).

WHO CAN PLACE AN ORDER?

To place an order on our website, you must be 19 years of age or older. Wine orders are restricted to delivery within Ontario only.

DELIVERY METHODS AND SCHEDULES

Orders are generally shipped via private courier. You will be contacted in advance to arrange delivery details (day and time). In some cases, Canada Post may be used as well.

 Generally, orders are shipped anywhere in Ontario within 3 to 7 business days during regular business hours. Some exceptions apply.

SHIPPING CHARGES

Flat rate shipping is applicable to orders delivered within our General Delivery Area (Greater Toronto and nearby surrounding areas including but not limited to the Golden Horseshoe, Barrie, Collingwood, Kingston and Ottawa areas ). Delivery to locations outside our General Delivery area may incur additional charges or in certain cases require that you arrange and pay for the delivery of your order. In both cases you will be notified by our Customer Service team regarding what, if any additional charges may be applicable to your delivery. Alternatively, you may enquire prior to placing you order by emailing us at info@profilewinegroup.com.

CONDITIONS OF DELIVERY

Government regulations require that individuals receiving wine orders are 19 years of age or older and are not intoxicated. Delivery agents will require a signature of receipt, and are obligated to ask for proof of age (must be a valid piece of government issued ID) if it appears that the individual receiving the wine is under the age of 19. If there is no one over the age of 19 to accept the order, the wine will not be released and alternate delivery arrangements will need to be made.

MISSED DELIVERIES

If your delivery is via courier, and you are unavailable to accept delivery at the arranged time, you will be contacted to reschedule the delivery. If your delivery is via Canada Post, and you are unavailable to accept delivery, a notice will be left behind informing you of the address where your wine can be picked up. 

CANCELLING ORDERS

If you would like to cancel an order, please contact our order desk at 416-598-0033 (option #3) or e-mail order@profilewinegroup.com as soon as possible. We will do our best to ensure your cancel request is actioned as quickly as possible, however, cancel requests for orders that have already entered our delivery process will be subject to a 20% restocking charge.

RETURN & REFUND POLICY

Unopened bottles and undamaged products can be returned within 30 days of purchase. A 20% restocking charge will apply. Please contact our order desk at 416-598-0033 (option #3) or e-mail order@profilewinegroup.com to arrange for the return.

RECEIPT OF DAMAGED ITEMS (Broken Bottles & Damaged Products)

Goods must be immediately inspected by the receiving person for damages. If your order arrives damaged you may either:

  • Accept Delivery: Keep the undamaged products and we will process a refund for the damaged items. In this case, any damaged product must be returned to the delivery agent. Damaged Items will not be accepted after delivery has been made.
  • Refuse Delivery: Advise the delivery agent of your decision to have a replacement order delivered or your order completely refunded, in which case, a refund to your original method of payment will be processed within 3 to 5 business days after we have received your returned order.

 TRACKING YOUR ORDER

After placing an order, you may track its status by logging into your online account. The status of an order will be either, Pending (order submitted), Approved (payment received), Delivery In Progress, or Delivered. Orders are updated several times daily.

If you require additional information regarding the status of an order, please contact us by telephone at 416-598-0033 (option #3) or e-mail order@profilewinegroup.com.

ACCESSING YOUR ACCOUNT ONLINE

Once your account has been created, you may login to your account by entering your username and password.

Upon a successful login, you will have access to your account details and order history.

RETRIEVE FORGOTTEN PASSWORD

To retrieve your account login details click here .

You will be required to provide your email address. If a matching account is found, your login details will be sent to the email address provided.

WEBSITE SECURITY

Customer security and confidence in our services is very important to us. To this end, we take great care to protect the privacy of your personal and billing details.

ProfileWineGroup.com employs several layers of security technology to help ensure the confidentiality of transactions across the Internet. All confidential or otherwise sensitive information is transferred and stored in encrypted form.

To ensure maximum security, we encourage you to always use a current web browser with at least 128-bit encryption while shopping on our website.

REPORTING WEBSITE ERRORS

If you notice a typo, a faulty link or other error on our website, we would be grateful to hear from you. Please send comments regarding our website to info@profilewinegroup.com.