Frequently Asked Questions
Maybe these will help...
When are membership and gift packages delivered?Our shipments are sent out 3 times a year: November, April and September. Cut-off to receive packages in these months is the last day of the previous month (ie. October 31, March 31, July 31).
What happens if I miss the cut-off and want to receive the most recent shipment?Sign up for your membership, then visit the Store to purchase the previous shipment you missed. Wine Packages are in limited supply, so there might now always be extras leftover to purchase.
Which package did I sign up for?No problem, simply sign in with your email address and password and click on ‘Account’. Under your Subscriptions it will show your membership type.
Can I switch membership types?You are able to switch between membership types but note that availability is limited and the package contents may change to accommodate adjustments.
What wines will be in my shipment?The wines are determined just prior to each mail out. These will be listed in the pre-shipment newsletter as well as on the subscription page.
Can I choose the wines for my shipment?The wines are chosen by our wine maker just prior to each shipment. We uphold our promise to send you the best and most exclusive wines Black Cloud has to offer. You can also always add on any of your favorites!
When will the next package be shipped?When will the next package be shipped? The pre-shipment email will be sent out on the 15thst of the month prior to shipping. The cut-off date for changes and updates will be 2 weeks later, on the 1st of the next month. All shipping will happen on the 15th of the shipment months (ie. June, September or November).
I will be away during my next shipment, what can I do?If you will be away during the time of shipping, you can re-route your shipment to an address that will be able to receive it on your behalf. Simply log in and edit shipping details for current shipment.
Can I pick up my Wine Club package and where?Can I pick up my Wine Club package and where? Simply check “Hold for Pick Up” (check box in shipping details), and email us for co-ordination Your wine will be available for pick up at: 109 - 1475 Fairview Rd, Penticton, BC at an agreed-upon time.
Can I change the address my wine is shipped to?If you have moved or would like to permanently change your shipping address you can do this by logging in to your account and editing shipping address.
How many bottles come in each shipment?There will 3, 6 or 12 bottles shipped, depending on which Wine Club package you have chosen.
Can I add more wine to my package?Absolutely, anytime. Just send me an email at firstname.lastname@example.org.
What additional wines are available to me?What additional wines are available to me? As a Wine Club member you have access to any Black Cloud wines that become available.
When will my credit card be charged?Credit cards will be processed on the cut-off date of the 15th of each month prior to shipping.
Can the courier leave my wine on my porch?No. At no time can your wine be left unattended and unsigned for by someone 19 years or older.
What happens if I get a bad or off bottle?We're sorry, bad bottles are an unfortunate reality of the wine world and they do occur. If you do get a bad or off bottle as part of your package, let us know within the first week after delivery and we will ensure that a credit is applied directly to your account.
Does Black Cloud offer a guarantee?We are committed to your satisfaction, so committed in fact, that we guarantee our packages 100%. If you are not completely satisfied with the quality of the wines you receive, you may request a refund.
I forgot my member number... How do I find it?Log in to your account and view it under Your Account/view and it will show in the right hand sidebar.