WEBSITE & WEBSTORE FAQ's:
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 firstname.lastname@example.org. *Please note club members should use the same email address they receive club notifications on.
I forgot my password
No worries! Just click the “Forgot password” link under “My Account –> Login” and follow the steps to reset it.
My discount is not showing
Make sure 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 address
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 it as curbside pick-up (or vice versa)
Email us at email@example.com and we’ll fix it for you.
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) 940-4044 or firstname.lastname@example.org. A split payment function for the web will be added soon. Stay tuned!
Can I use my gift card to pay for tastings? Can I use it at your sister properties?
Yes! You can use the gift card to pay for wine, food, merchandise, or tastings when onsite. Balance can be redeemed with Cline Family Cellars, Jacuzzi Family Vineyards, and The Olive Press – 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. Some items are found only in the wild, like our Farmhouse brand! You can see if a retail store carries a specific product near you by using the “Where to buy tool” at the bottom of our homepage. Simply enter your zip code, radius, and brand you’re interested in. If you still can’t find what you’re looking for, email us at email@example.com.
Do you ship internationally?
Not at this time…. but stay tuned!!!!
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, OH), tracking is sent once package reaches the state and is en route to your address. Please review our shipping policy page for additional information: https://clinecellars.com/pages/shipping-policy.
My package was damaged, what do I do?
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 get 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 signature is always required to receive a package containing wine.
I entered the incorrect shipping address on my order, can I change it?
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.
O.M.G. the shipping fees are killing me!
We hear ya. Us too! We’re doing our best to make it more affordable, across the board and especially for our members. We’re doing more and more promotions to help 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!
VISIT & TASTINGS FAQ’S:
Are you open?
We know we’re keeping you on your toes this year! Yes, we are! Our “Visit Us” page and social media always carry the latest information. Please check out https://clinecellars.com/visit-us/ for current hours of operations and services offered
Do you offer curbside pick-up?
Absolutely! You can find all the information on our curbside service here: https://clinecellars.com/curbside-pickup
Do you offer virtual tastings?
Yes! We have a monthly session open to the public. Make sure to subscribe to our mailing list to be advised of future dates or visit: https://clinecellars.com/our-wines/collections/vir.... You can also inquire about private/corporate sessions here: firstname.lastname@example.org.
Are your grounds open?
Yes! Winery grounds are open. Please note host will check your temperature before accessing the property.
Is the Mission Museum open?
Not at this time, but stay tuned!
I have a Passport (Wineryhunt, Priority Wine Pass, Sonoma Passport, etc.)
Please contact us at email@example.com or (707) 940.4044 – 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. Please note the Cabana experience already includes a provision basket for your group.
Are picnics allowed?
No, but as soon as we can, we will resume our monthly Family Day on the Great Lawn – food can be purchased on-site or brought in on that special day. 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.
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 five 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, but highly recommended. You can explore our experiences and make a reservation here: https://clinecellars.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.
Does the cabana rental include a tasting? How long does the rental last?
The cabana program lasts for two hours and is bottle service only. For a tasting experience, please book one of our tasting options
Is your property family-friendly? Can I bring my kids?
Absolutely! Just make sure they are always under your supervision for their safety in a working winery environment. Club tables are set with 4 chairs, picnic tables can accommodate 8 people, and cabanas 4-6 people. Please keep this in mind as you make your reservation, depending on the age of the children. Our mascots, Sicilian donkeys Fancy & Pudding, cannot wait to meet your little ones!
Can I bring my dog?
Of course! 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 firstname.lastname@example.org or (707) 940-4044. Failure to provide 2-day notice of cancellation will result in a penalty of $10/person.
Can I pick more than one flight for my group?
At this time, we ask you to select a flight per group to ensure maximum safety for guests and staff alike. After making your reservation, the confirmation email will contain a link to answer a few key questions. If someone in your group has allergies, only drinks reds, or you want to swap a specific wine in the flight for another one you’d like to try, you can specify it in the notes. The host can also assist during your tasting.
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@example.com or (707) 940.4044.
I want to host an event!
Wonderful! Whether casual or formal, Cline offers many beautiful settings for private & corporate events. Contact our Event Manager, Laura Feinstein, at firstname.lastname@example.org or (707) 940-4009 for more information.
I’m from out of town, can I ask my host for recommendations?
Absolutely! Please do take advantage of your time with your host. We don’t just represent Cline, but all of Wine Country. Tell us what you enjoy, you might be curious about, and we’ll direct you to another fun spot or two you might want to try – restaurant, winery, or other local attraction – for a great day in the Valley filled with great memories.
I’m new to wine/I am curious about a specific varietal, winemaking process, or comparative tasting
Fantastic! 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@example.com 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 on the property. Please contact Laura Feinstein at firstname.lastname@example.org for more information. If you’d like a list of lodging accommodations in the area, please email us at email@example.com and we’ll be happy to share it.
CLUB MEMBERSHIP FAQ’S:
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 firstname.lastname@example.org, call (707) 940-4044, 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@example.com and firstname.lastname@example.org 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@example.com 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 firstname.lastname@example.org.
What are the perks of my membership?
Oh so very many! Discounts on food, wine, and merchandise are associated with each club level. You’ll also receive discounts at our sister properties, Jacuzzi Family Vineyards & The Olive Press. 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 if you need a break – Ross & Rachel, anyone?. You can edit your selection for each shipment and pick-up order to match your favorites. Learn more here: https://clinecellars.com/join-the-club/.
How do I sign up?
Visit https://clinecellars.com/join-the-club/, select the club that best suits your needs, and join the family! It’s that simple.
I am a member at Jacuzzi Family Vineyards/The Olive Press. Can I shop Cline wines online at my discount?
Yes! Absolutely. Just register on the Cline website with the same email associated with your membership at our sister property and your discount will apply at checkout
Can I cancel my membership and how?
The club membership is a one year (or 4 shipments) commitment - you can certainly cancel it afterward by contacting us at email@example.com, 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, enjoy all the perks and stay in tune with the latest. We just won’t ship you wine for a bit. If you still wish to cancel your membership before your year commitment is completed, there is a $25 penalty for early cancelation
I STILL HAVE QUESTIONS!
Never fret! We’re here for you. For general questions, contact firstname.lastname@example.org. For questions on a visit or reservation, contact email@example.com or (707) 940-4044. For club-related questions, contact firstname.lastname@example.org or (707) 940-4027.