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 delivered by our delivery staff, in some cases a private courier service may be used.

Generally, orders are shipped within our general delivery area wiithin 3 to 7 business days during regular business hours, Mon. - Fri. 9am to 5pm (Some exceptions apply). Delivery times cannot be scheduled.

SHIPPING CHARGES

ZONE 1 – FLAT RATE OR FREE SHIPPING

$12 Flat Rate Shipping on 1 case. Free Shipping on 2 or more cases.

Applicable to all Postal Codes beginning with ‘M’ and the below Postal Codes beginning with ‘L’:

L3T	L4B	L5A	L6A	L7A	L0J
L3R	L4C	L5B	L6P	L7B
	L4E	L5C	L6R	L7C
	L4H	L5E	L6S	L7E
	L4J	L5G	L6T	L7K
	L4K	L5H	L6V
	L4L	L5J	L6W
	L4S	L5K	L6X
	L4T	L5L	L6Y
	L4V	L5M	L6Z
	L4W	L5N	L6C
	L4X	L5P	L6G
	L4Y	L5R
	L4Z	L5S
		L5T
		L5U
		L5V
		L5W
		L5X
		L5Y
		L5Z

 

ZONE 2 – FLAT RATE OR FREE SHIPPING

$12 Flat Rate Shipping on 1 to 3 Cases. Free Shipping on 4 or more cases.

Applicable to all Postal Codes not listed in ZONE 1.

WHERE IS FLAT RATE SHIPPING AVAILABLE?

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 you are unavailable to accept delivery at the arranged day and time, alternate delivery arrangements can be made to reschedule the delivery.

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

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

If you require 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.