Customer Service
Hartwick & Grove's Wine Specialists are available to answer your questions via phone or email. If you don't find the information you need in our Customer Service pages, feel free to contact us directly.
Phone
You may call us toll free at: 866-455-7207
We are available 5 days a week, 8:30am - 5:00pm Pacific
Email
Send us an email for assistance with your Hartwick & Grove account, a specific order, or to learn more about our products and services.
US Mail
Written customer inquiries may be directed to:
Hartwick & Grove Wine Merchants
P.O. Box 407
Rutherford, CA 94573
Corporate Gifting Inquiries
To learn more about our Corporate Gifting services, please call us at: 866-455-7207
Or send us an email at: Corporate Gifting
Press Inquiries
For Press Inquiries only, please direct your contact to: Press Inquiries
Bottle Limits and Availability
In some instances, state laws regulate product availability and/or wine purchase limitations. Working within state and local laws may prevent our ability to fulfill your order requests.
Registration
No registration is required in order to use this website, though a user must create an account prior to any purchase. During account creation a user is required to give their name, date of birth, email address, zip code, and a password of their choosing. This information is used to contact the user about the services on our site for which they have expressed interest. It is optional for the user to provide a phone number, but encouraged so we can have another means to contact you should any reason arise regarding an order.
Ordering
Hartwick & Grove order forms request information from users such as: Contact information (like name and shipping address) and financial information (credit card number, expiration date, billing address, and billing phone number). This information is used for billing purposes to verify the customer is of legal age, and to fill customers' orders. If we have trouble processing an order, this contact information is used to get in touch with the user. This information is taken in a secure area, is encrypted for our customers' protection, and is not sold or shared with anyone else under any circumstances.
Gift Recipients
We collect contact information for gift recipients in order to ensure correct gift delivery. We do not sell or rent any contact information for gift recipients, but may, from time to time, send offers about new features, new services and special offers we think the recipient will find valuable. We may also send offers to gift recipients on behalf of reputable businesses. We always allow gift recipients to opt out of receiving future mailings.
Sharing
Hartwick & Grove will share aggregated demographic information with its partners and advertisers. This is not linked to any personal information that can identify any individual person. We use an outside shipping company to ship orders, and a credit card processing company to bill users for goods and services. These companies do not retain, share, store or use personally identifiable information for any secondary purposes.
Security
When our order form asks users to enter sensitive information (such as credit card number and/or social security number), that information is encrypted and is protected with the best encryption software in the industry - SSL (Secure Socket Layers), provided by VeriSign, the premier encryption software company available today. While on a secure page such as our order form, the lock icon on the bottom of Web browsers such as Netscape Navigator and Microsoft Internet Explorer becomes locked, as opposed to unlocked, or open, when you are just 'surfing'.
While we use SSL encryption to protect sensitive information online, we also do everything in our power to protect user-information offline. All of our users' information, like the sensitive information mentioned above, is restricted in our offices. Only employees who need the information to perform a specific job (for example, a customer service representative) are granted access to personally identifiable information. If one of these people leaves their workstation, they are required to lock their station until they return. Furthermore, ALL employees are kept up to date on our security and privacy practices.
Every quarter, as well as any time new policies are added, our employees are notified and/or reminded about the importance of keeping our customers' information secure and safe at all times. Finally, the servers that we store personally identifiable information on are kept in a locked and secure environment.
If you have any questions about the security at our website, you can send an email to: customerservice@hartwickandgrove.com.
Correcting/Updating Personal Information
If your personally identifiable information changes (such as your shipping or billing address, your preferred credit card, etc.), you can add new information or delete any addresses or credit cards from your account at the Your Account page of our site. Of course, if you would like to speak to one of our customer service representatives, they are happy to help you. Please call us toll free at 866-455-7207.
Choice/Opt-out
Users who no longer wish to receive our electronic newsletter or promotional materials from our partners may opt-out of receiving these communications by changing their settings in the "Your Account" section. Users who no longer wish to receive announcements via postal mail can mail a letter to us at Customer Service, Hartwick & Grove, P.O. Box 407, Rutherford, Ca. 94573; call 1-866-455-7207; or email us at customerservice@hartwickandgrove.com and let us know that you would like to be removed from the mailing list.
Fair Credit Billing Act
We guarantee that every online transaction you make will be 100% safe. This means you pay nothing if unauthorized charges are made to your card as a result of shopping at our online store. Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50.00 of fraudulent charges. If your bank does hold you liable for any of this $50.00, we will cover the entire liability for you, up to the full $50.00. We will only cover this liability if the unauthorized use of your credit card resulted through no fault of your own from purchases made while using the secure server. In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures.