Frequently Asked Questions

WEBSITE & WEBSTORE FAQS:

I can’t log into my account

We changed web platforms in October 2019. If you haven’t created a profile yet, make sure you are registered. Email and password of choice can be entered under My Account -> Register. If you still encounter issues please contact us at [email protected]. *Please note club members should use the same email address they receive club notifications on.

I forgot my password

You may click the “Forgot password” link under “My Account –> Login” and follow the steps to reset it.

My discount is not showing

Please ensure you are logged in and using the same email you receive our notifications on. Discount will apply on the checkout page before your complete payment.

The shipping address is different than the billing

Once you’ve completed the billing information on the checkout page, check the box “Ship to a different address” and fields to complete shipping information will appear.

I mistakenly created a shipping order but wanted my order as a curbside pick-up (or vice versa)

Email us at [email protected] and we’ll adjust your order.

I have a coupon, where do I enter it?

On the checkout page at the very top, you’ll see a yellow banner reading “Have a coupon? Click here to enter your code”.

I need to change my address/email, payment information, password

Once logged in, under My Account (top right of the page), you’ll find “Account Management”, where you can edit all the information associated with your profile. Contact, Shipping, and Payment are your personal profile and do not affect your membership information. The “Club Membership” tab will allow you to edit any and all information associated with your membership (preferences, email, shipping address, payment information, etc.).

My order is a gift!

Make sure to check the “Gift Order” box under the billing information on the checkout page. The packing slip for gift orders will not include pricing. You can also add a gift note. If the order needs to arrive by a certain date or if you have any special instructions/questions, please enter it under “Order Notes” and we’ll be in touch if follow up is needed.

I have a Gift Card – can I use it online?

Yes, you can enter it at checkout (bottom right portion of the page). Please note - to use it online, the cart amount needs to be lower than the value of the gift card. You can check your gift card’s balance on the checkout page. For larger orders requiring split payment, contact us at (707) 931-7516 or [email protected] A split payment function for the web will be added soon.

Can I use my gift card to pay for tastings? Can I use it at your sister properties?

Absolutely. You can use the gift card to pay for wine, food, merchandise, or tastings when visiting us. Balance can be redeemed with Jacuzzi Family Vineyards, The Olive Press, and Cline Family Cellars – onsite, online, or via phone.

I can’t find the wine I’m looking for

Any wines we currently carry can be found under the “Wine Shop” -> “Collections” -> “All wines” category. You can also use the “Search products” tool on the top right of the page. If you still can’t find what you’re looking for, please email us at [email protected].

Do you ship internationally?

Not at this time…. but stay tuned!!!!

SHIPPING FAQS:

Where’s my tracking number/package?

For UPS & FedEx packages, once the order leaves our warehouse, tracking information is sent to the email associated with the shipping address. For states shipping via VinGo (NJ &LA), tracking is sent once the package reaches the state and is en route to your address. Please review our shipping policy page for additional information: https://www.jacuzziwines.com/pages/shipping-policy.

My package was damaged, what do I do?

Contact us at [email protected] (general public) or [email protected] (Club members) and we’ll assist with the next steps.

I won’t be home to receive my package. What can I do?

Carrier will attempt 3 deliveries. After 3 failed attempts, the package will come back to us and we’ll contact you before reshipping for a fee. Best if you can advise us of change of address/vacation before the package is en route. If already en route, we may not be able to reroute, but will certainly try to help. You can also sign up for UPS My Choice account (free), which gives you more direct control of rerouting or hold at facility options. Learn more here: https://www.ups.com/us/en/services/tracking/mychoi...

What are the best practices to ensure I receive my packages?

Keep your profile up to date, make any changes timely, and before packages ship out, use a business address where someone over 21 will always be available to sign for the package. P.O. boxes are not allowed and a signature is always required to receive a package containing wine.

I entered the incorrect shipping address on my order, can I change it?

Yes, please email us promptly at [email protected] (general public) or [email protected] (Club members) and we’ll update the address for you

Should I select expedited shipping/temperature-controlled service?

Expedited shipping is strongly advised during summer or winter months when extreme temperatures in your state or en route can damage the wine. Please review our shipping policies carefully before selecting the best service for your order.

How do I save on shipping?

Shipping fees can be quite pricey when it comes to wine. We’re doing our best to make it more affordable for all Jacuzzi customers, and especially for our members. We’re offering more and more promotions to help with the cost and slicing the pricing on expedited shipping during hot and cold months to protect your wine. Make sure you’re subscribed to take advantage of all the savings and don't forget to check out our Wine Club!

VISIT & TASTINGS FAQS:

What are your operating hours?

Please check out https://jacuzziwines.com/visit-us/ for current hours of operations and services offered. Holiday hours can be found here: https://www.jacuzziwines.com/holiday-hours.

Do you offer curbside pick-up?

Absolutely! You can find all the information on our curbside service here: https://www.jacuzziwines.com/curbside-pick-up.

Do you offer virtual tastings?

We do! Ask about private & corporate sessions here: [email protected].

Are your grounds open?

Yes, our winery grounds are open Thursday through Monday from 11 am to 5 pm. Grounds may close early occasionally due to private events.

Is The Olive Press open?

Yes – both Sonoma and Napa locations are open with limited hours of operations. Please visit https://theolivepress.com/visit-and-taste/ for more details.

I have a Passport (Wineryhunt, Priority Wine Pass, Sonoma Passport, etc.)

Please contact us at [email protected] or (707) 931-7516 – while we may not be able to offer exactly what the passport included, we’ll do our best to offer you a great experience when you visit us.

Can I bring food?

While outside food is not allowed on the property, you can preorder cheese & charcuterie boards when you make a reservation with us. We also carry a variety of snacks in our tasting room that you’re welcome to purchase and enjoy onsite. We are located 10 minutes from Sonoma Square, which does have picnic tables and is a great spot for a family picnic any day of the week, besides being home to several, excellent restaurants. Ask your host for recommendations!

How long does the tasting last? Can I stay longer?

A standard seated tasting can last anywhere from 30 minutes to an hour and includes a flight of four wines. Once the tasting is completed, you are more than welcome to walk the grounds or inquire with your host if an open table is available to enjoy a bottle onsite. Our team will be at your disposal to facilitate and give you pointers to make the best out of your visit!

Are reservations required?

They are not required for most experiences, but recommended. You can explore our experiences and make a reservation here: https://jacuzziwines.com/visit-us/

Can I purchase a bottle to enjoy onsite?

Absolutely! Connect with a staff member when you arrive on-site and they’ll assist you.

Is your property family-friendly? Are children allowed?

Absolutely! Just ensure they are always under your supervision for their safety in a working winery environment. Our tables seat 4-8 guests. If reserving your tasting ahead of time, we suggest you indicate in the notes how many people under 21 will be in your group to ensure we can accommodate everyone comfortably

Can I bring my dog?

Yes - dogs are allowed in all our outdoor spaces, always on a leash and accompanied by their owner.

How do I make changes to my reservation or cancel it?

Simply click your confirmation email to access & edit your reservation directly online up until 2 days prior. For any last-minute edits, please contact us directly at [email protected] or (707) 931-7516. Failure to provide 2-day notice of cancellation will result in a penalty of $10/person.

I have questions/special requests/allergies – how do I contact you?

You can address this directly online, following the link to answer a few key questions from the confirmation email for your reservation. You may also contact us at [email protected] or (707) 931-7516.

I am interested in hosting an event at your winery.

Wonderful! Jacuzzi Family Vineyards is a lovely setting for both private & corporate events. Please contact our Director of Events, Laura Feinstein at [email protected] or (707) 940-4009 for more information.

I am visiting from out of town, can I ask my host for recommendations?

Absolutely! Please do take advantage of the time with your host. We don’t just represent Jacuzzi Family Vineyards, but all of Wine Country. Tell us what you enjoy, you might be curious about, and we’ll be most happy to give you recommendations to additional destinations in the area. For a more in-depth concierge service we recommend working with Curate Sonoma County - they are available to plan all your wine country needs.

I’m new to wine/I am curious about a specific varietal, winemaking process, or comparative tasting

Wonderful! Your host will be happy to answer your questions and tailor your visit to what interests you. If you’d like, you can specify your interests when completing the questions after making a reservation with us or email us at [email protected] and we’ll inform your host.

Do you have lodging onsite or recommendations?

We have a lovely villa that can accommodate up to 10 guests at our sister winery Cline Family Cellars. Please contact Laura Feinstein at [email protected] for more information. If you’d like a list of lodging accommodations in the area, please email us at [email protected] and we’ll be happy to share it.

CLUB MEMBERSHIP FAQS:

Where can I update payment information associated with my membership?

Log in online (or register if you haven’t already). Under “My account” -> “Account Management”, click the “Club Membership” tab and follow prompts to confirm/edit all information associated with your membership, including payment method. Please note, editing the “Contact”, “Shipping” or “Payment” tabs will only edit your general profile, but will not edit the information associated with your membership.

How do I customize my club selection?

You can email [email protected], call (707) 931-7550, or place an order directly online and enter in order notes “this is my club selection”. We are working on a new feature to edit the existing order each quarter as well. Stay tuned! Ship-to members have a window of 7 to 14 days to edit their orders depending on club tier before the standard selection is shipped out. Pick-up members have on average 6 weeks’ time to visit us and pick up their favorites before the standard selection is shipped out. Deadlines are always specified in the email that goes out at the beginning of each club month/quarter. Please contact us promptly and before the deadline to edit your order or ask for an extension.

I am not receiving your emails

Please make sure [email protected] and [email protected] are saved as safe senders in your inbox preferences. Work emails might have stronger spam filters. Gmail likes to move us to the Promotions folder. If you unsubscribed by mistake, please contact us at [email protected] for instructions to rejoin.

I am a pick-up member and just received a shipment

As a pick-up member, you have an average of 6 weeks to visit us and pick up your club wines. After this time, the standard selection will ship to you. If you need an extension or want to customize your order before it ships out, please contact us before the deadline stated in the club notification at [email protected].

What are the perks of my membership?

Our club program offers a myriad of discounts: special pricing on wines and retail items are associated with each club level. Special events & club discounts will apply to most activities & tastings we offer onsite as well as online promotional outreaches. The club membership lasts one year/four shipments and auto-renews unless we are contacted. You can edit your selection for each shipment and pick-up order to match your favorites. Learn more here: https://jacuzziwines.com/join-the-club/.

How do I sign up?

Visit https://www.jacuzziwines.com/wine-club, select the club that best suits your needs, and start discovering the world of Italian wines.

Can my friends and family take advantage of my membership perks?

Club membership is personal, connected to you and your payment method, but there are many ways for you to ensure your family & friends enjoy the perks with you. Bring them with you for a tasting! As a member, you can book a Propeller Club or A Taste of Italy tasting and fees will be waived for you and 3 guests. You can also send one of your club shipments as a gift or even better, gift a club membership! Frostifugo & Jet club have additional perks too. Learn more here: https://www.jacuzziwines.com/wine-club

What are my perks at your sister properties?

As a member of the Jacuzzi Club, you are entitled to a 10% discount on wine purchases at The Olive Press & Cline Family Cellars. If visiting, make sure to mention you are a member at Jacuzzi. If shopping online, make sure to register on their website with the same email associated to your club membership. Check out their membership programs for additional perks!

Can I cancel my membership and how?

The club membership is a one-year commitment that consists of four wine shipments that are received quarterly - you can certainly cancel your membership after the year finishes by contacting us at [email protected], though we’d hate to see you go! Please know you can also ask us to skip a quarter instead. This way you’ll still be a member and can enjoy all the perks and stay in tune with the latest updates. We just won’t ship you wine for a little while. If you'd like to cancel your membership before your year commitment is completed, there is a $25 penalty for early cancelation. Contact us at [email protected] for any additional questions.

I STILL HAVE QUESTIONS!

We’re here for you. For general questions, contact [email protected]. For questions on a visit or reservation, contact [email protected] or (707) 931.7516. For club-related questions, contact [email protected] or (707) 931.7516.