Shipping Protection Policy
Availability: This optional program applies only to eligible shipped orders where Shipping Protection is offered, selected, and charged as a separate line item at checkout. Publication of these terms does not add protection to any order.
Unwind Bottle Shop | Store-Managed Shipping Protection
Unwind Shipping Protection is an optional program intended to provide additional remedies for eligible merchandise that is damaged, lost, or stolen before successful delivery. It is administered by Unwind Bottle Shop (River N Field), not a third-party insurance company. Participation is voluntary and is not required to place an order. Nothing in these terms limits rights or remedies required by law.
1. Fees and Eligible Orders
Shipping Protection is optional. The applicable fee is calculated automatically and displayed at checkout before purchase. The subtotal excludes shipping, taxes, gift cards, and the protection fee. Only shipped orders with an eligible merchandise subtotal of $2,500 or less qualify for the standard program. In-store pickup orders are excluded. Higher-value shipments require separate arrangements confirmed by us in writing.
Protection applies only to the specific order for which it is purchased. It does not automatically apply to recurring subscription shipments or future orders.
2. When Protection Applies
Protection begins when the carrier accepts the eligible shipment. It generally ends upon verified successful delivery and acceptance by an adult aged 21 or older, with valid ID and the required adult signature. A delivery scan or disputed signature does not, by itself, establish proper delivery. We will review any suspected misdelivery or unauthorized release.
3. Eligible Incidents
- Transit damage: broken or cracked bottles, leakage from transit damage, or material physical damage making merchandise unsafe or unusable.
- Collectible presentation packaging: substantial transit-related damage to original collectible packaging when it materially affects the product's condition or value.
- Loss in transit: shipments confirmed lost or undeliverable after reasonable carrier investigation.
- Pre-delivery theft or misdelivery: theft while in carrier custody, delivery to an incorrect address, an inaccurate delivery record, or improper release without the legally required adult-signature process.
4. Exclusions
- Theft, loss, or damage occurring after verified proper delivery and acceptance by an authorized adult.
- Minor cosmetic damage to ordinary outer shipping cartons; ordinary delays without physical loss or damage.
- Temperature-related deterioration from heat, cold, or normal weather exposure.
- Taste preferences, change of mind, fluctuations in secondary-market price, or manufacturing defects unrelated to shipping.
- Incorrect merchandise picked or shipped by us, which is handled under our ordinary order-correction obligations rather than under this optional program.
- Customer-provided incorrect delivery addresses when the error directly caused the problem; failure to provide a 21+ recipient and valid ID; refused deliveries.
- Loss directly caused by customer-requested diversion or forwarding after verified successful delivery.
- Fraudulent or knowingly inaccurate claims or intentional damage.
Exclusions do not override any right to a remedy required by law.
5. How to File a Claim
Email contact@unwindbottleshop.com with your order number, the issue, affected products, and tracking details. For damage, provide clear photographs of the merchandise, inside packaging, and shipping box where available. Retain the packaging until we provide instructions, but do not handle broken glass or leaking spirits unsafely. For missing deliveries, we may reasonably request a carrier investigation or additional confirmation; for significant theft incidents, a police report may be requested if appropriate.
6. Claim Reporting and Investigation
Damage: Contact us promptly, preferably within 48 hours and generally within 7 calendar days of receipt. Missing delivery: Contact us promptly, preferably within 7 calendar days of the delivery notification. Lost in transit: We normally investigate a shipment as potentially lost after 10 business days without a meaningful tracking update, unless the carrier confirms loss sooner.
Late-reported matters will be reviewed based on the evidence and applicable law. We do not deny legally valid claims merely because an internal target reporting period has elapsed.
We aim to acknowledge claims within two business days and provide an initial review within five business days after obtaining reasonably necessary information. Carrier investigations can take longer.
7. Remedies and Claim Value
For an approved claim, we may offer an identical replacement if available, a refund to the original payment method, or another agreed remedy. Store credit or a substitute bottle is offered only with the customer's agreement. For rare or discontinued bottles, monetary reimbursement is based on the original price paid for affected merchandise—not current resale or secondary-market value. Any applicable required tax or original shipping charge refund will be handled as required by law.
The maximum eligible merchandise purchase value under the standard program is $2,500 per order. We do not pay speculative appreciation, lost profits, or duplicate reimbursement for the same loss, except where required by law.
8. Pre-Orders, Special Orders, and Subscriptions
Protection, if separately purchased for an eligible shipment, begins only after carrier acceptance. It does not cover supplier delays, stock shortages, fulfillment wait times, or cancellation requests. The normal pre-order, special-order, subscription, and cancellation terms otherwise continue to apply.
9. Cancellation of Protection
Contact us to remove protection before the parcel is accepted by the carrier. If the protected shipment is cancelled in full before carrier acceptance, the protection fee will be refunded. Once the covered shipping period has begun, the fee is generally non-refundable except as required by law.
10. Orders Without Protection
Shipping Protection is optional. Customers who decline it retain all applicable rights under our standard policies and under federal and state law. Declining protection does not release us from responsibilities imposed by law.
11. Fraud, Changes, and Governing Terms
We may investigate suspected fraudulent claims and decline knowingly false claims after reasonable review. We may change or discontinue the program for future orders, but will not retroactively reduce benefits purchased for existing orders. These terms supplement our Shipping & Order Policies, Shipping Policy, and Refund Policy. For additional protection benefits, these terms control over inconsistent general language, without waiving non-waivable legal rights.
Claims and FAQs
For help with a delivery issue, see our Shipping Protection Claim Instructions. For common questions, visit the Shipping Protection FAQs.
12. Questions and Claims
Unwind Bottle Shop
Email: contact@unwindbottleshop.com