FAQ
General
Why should I choose Secret Cellar over anyone else?
We deliver the highest quality limited-production California wine available on the market. We taste 120-150 new wines every month and only select a few for the Secret Cellar. With sommelier expertise and decades of experience, we know great wine when we taste it. That’s why we are able to consistently deliver delicious, high quality wine month after month. We strongly believe we are the best wine club in the world specializing in California wines.
Do I have to join Secret Cellar in order to purchase wine?
At this time we only procure wine for customers that join Secret Cellar. We have a retail site where you can purchase wine from around the world, at www.ahiddenvine.com. However, the Secret Cellar wines are the pride and joy of our monthly wine selections. Due to limited availability, they are only available in the Secret Cellar Wine Club.
How do I join Secret Cellar?
Simply visit our Join page and choose which Secret Cellar wine club best suits you. Simply follow the prompts to complete your membership sign up.
How do I gift Secret Cellar?
Gift memberships are available for monthly shipments of 1, 3, 6, or 12 months. You can treat someone special with a Secret Cellar monthly membership by visiting the Gift Page and choosing which Secret Cellar wine club level you think would be the best fit. Be sure to use the gift recipient’s address as the shipping address.
Why do I need to create a password?
Creating a password allows you to keep your Secret Cellar membership personalized and secure. You will be able to manage your membership preferences on a continuous basis at your convenience.
Can I switch from one club level to the next?
In order to change your shipping frequency or club level, you will cancel your current membership, and sign up for the new desired membership.
How do I skip a month?
If you would like skip a selection for a particular month or quarter you can use the “Skip a Shipment” feature. You can find this feature in your account under “Manage My Membership” when viewing “Upcoming Orders.” Simply select the option to “Skip a Shipment.” You will not be charged or shipped wine for the upcoming selections. We recommend using the “Skip a Shipment” feature at least 2 days before your processing date. If you wish to skip a shipment again, just repeat this action before your next processing date. There is no limit to how many times you can use the “Skip a Shipment” feature.
What if I receive a bottle I don’t like?
Everyone has different preferences and tastes. If you are sharing a wine club selection with family or friends and the consensus isn’t favorable, simply notify us at info@secretcellar.com and we will gladly discuss your options. We love to talk about wine and get feedback from our members!
How do I end my membership?
We are confident you will be a lasting member of Secret Cellar, but we understand that life can get in the way. You may cancel your membership at any time by clicking on “Manage My Membership” and selecting “Cancel Membership.” You may rejoin by logging in with your same password and signing up for a new membership.
How can I contact someone?
You can contact us by either sending an email to info@secretcellar.com or by calling our customer service number at
(949) 546-9463.
Shipping
When will I receive my wine shipment?
Processing will begin immediately after you become a member. Your shipment will usually be on the way within 48 hours. Upon shipment you will receive a tracking number. Please make sure there is an adult over 21 years of age to sign for the package when it arrives.
What will my wine arrive in?
For all shipments, we focus our time on the wine, not the packaging. We use 2-bottle shippers that are environmentally friendly and 100% recyclable.
What if my shipment contains a broken wine bottle?
We will replace your bottle immediately once you notify us. You will be required to send a photo of the broken bottle and container to info@secretcellar.com. This is necessary so we can determine if there was a quality issue with the bottle, the packaging material, or with the courier.
I’m not always home, can’t they leave the shipment at my front door?
Due to government regulations there must be an adult at least 21 years of age to sign for the package. If you aren’t sure there will be an adult at home, you can have the package shipped to your work address. If necessary, you may change your shipping address under “Manage My Membership” by clicking “Update Address.”
Where can I find the status of my order?
You can find the status of your shipment by logging in and going to “My Account.”
Why can't I select my state in the shipping address drop-down?
Due to government regulations regarding the shipment of alcohol, there are certain states where we are not allowed to ship wine. If your state is not in the list, we are unable to ship to your address.
What states do you ship to?
Alaska, Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Hawaii, Idaho, Illinois, Indiana, Kansas, Louisiana, Maine, Maryland, Michigan, Missouri, Montana, Nebraska, Nevada, New Mexico, New Jersey, New York, North Carolina, Ohio, Oregon, South Carolina, Tennessee, Vermont, Virginia, Washington, Wisconsin, Wyoming.
If you’d like shipment to a location in a legal-to-ship state (friends, relatives) you may change your shipping address under “Manage My Membership” by clicking “Update Address.” We can also hold wine for you if you will be visiting California. If there are changes in the laws regarding the shipment of alcoholic beverages in your state, please contact us at info@secretcellar.com.
If you’d like shipment to a location in a legal-to-ship state (friends, relatives) you may change your shipping address under “Manage My Membership” by clicking “Update Address.” We can also hold wine for you if you will be visiting California. If there are changes in the laws regarding the shipment of alcoholic beverages in your state, please contact us at info@secretcellar.com.
How much will shipping cost?
Secret Cellar is unique in that you will never be charged for shipping on wine club deliveries!
What if I missed my delivery?
If you missed your delivery, the courier will attempt delivery again, typically multiple times. Refer to the email we sent that shows your tracking number to stay informed on when the next attempt will be. If you know you won't be home to sign you can have us hold on to it until the next club shipment date, or have it held at a nearby courier location for pickup at your convenience. Feel free to contact us if you need any assistance with your delivery at info@secretcellar.com. If multiple delivery attempts were made and the package was returned to us, we will gladly ship it back to you when you’re available. Please note that Secret Cellar may charge a $25 restocking/reshipment fee for all returned packages.
Can I request an alternate shipping date?
Your ship date is dependent upon your processing date. Please contact us at info@secretcellar.com if you would like to change the shipment date or if you are having difficulties receiving shipments. We will find a way of getting your wine into your hands.
What if it’s too hot or too cold outside for transporting wine?
Wine will be shipped immediately unless weather conditions are not conducive for transporting wine. In case of extreme weather conditions in either the shipping or receiving area, we will keep your club selections in our temperature-controlled storage room cellar until weather is acceptable for shipping. Then you will be notified of shipment and provided a tracking number.
How do I change my shipping address?
If necessary, you may change your shipping address under “Manage My Membership” by clicking “Update Address.” Please make sure there is someone over 21 years of age to sign for delivery.
Who can sign for the shipment?
Anyone over 21 years of age at the shipping address can sign. You will be notified when the package has been delivered.
Can I ship my Secret Cellar delivery to a P.O. Box?
Unfortunately due to government regulations, wine is not able to be delivered to P.O. Box addresses.
Can I have my Secret Cellar delivery made outside the U.S.?
Currently, Secret Cellar is only authorized to ship wine to approved states within the U.S.
Wine
How are your wines selected?
Owners, Marty and Mike meet daily with wineries and taste approximately 120-150 new wines every month. With decades of tasting experience and discerning palates, Marty and Mike know what their customers will appreciate and only consider several wines every month for the Secret Cellar.
I really loved the bottle of wine I received. Can I order another bottle?
It may be possible to order another bottle of your club wine(s) by emailing your order to info@secretcellar.com. We will contact you with availability and pricing. Due to the nature of the high-quality boutique wines that we select for our Secret Cellar club members, supplies are extremely limited. If we are unable to accommodate you, we will gladly provide several recommendations.
How do I learn more about the wine?
You can learn some interesting facts about wine, and about previous Secret Cellar wines by reading our informative blogs!
Payments
How do I pay for my Secret Cellar club membership?
We accept Visa, MasterCard, American Express, and Discover credit/debit cards with a billing address in the United States.
How do I update my credit card information?
Simply log in to our website and select “My Account”. You will be able to update your payment information under “Manage My Membership.”
When will my credit card be charged?
Your card will be charged on your processing date, which is made the day you sign up for the Secret Cellar. You can find your monthly processing date in the “Upcoming Orders” section in your account. Please be aware that your order may be authorized up to 24 hours before your processing date to speed up the shipping process.
Why was my order automatically rejected?
This may be due to the credit card you are trying to use. Refresh the page or delete the cookies and cache from your browser, which may be blocking the new credit card information from going through. Please contact us if you need further assistance at info@secretcellar.com or by calling (949) 546-9463.
Cancellation
How do I cancel my membership?
If you don’t wish to receive your monthly or quarterly shipment, you can skip a shipment in the “Manage My Membership” area of the site. You can skip as often as you like, no questions asked. It is required that you make the request at least two days before your processing date. You can cancel your Secret Cellar membership at any time by logging in to your account and going to “Manage My Membership” then selecting “Cancel Membership.” There is no cancellation fee. Please be sure to leave feedback so we can continue to improve our customer service and overall Secret Cellar experience.