Frequently Asked Questions

Browse the Cellar Stock and Club Expedition services offerings to determine your desired wine allocation options, then complete your member wine profile online. Once you submit your member wine profile, one of our wine concierges will contact you to review and discuss your wine profile, set up your Member Contract, and collect your ID and payment information. If you need assistance with completing the member wine profile online, please contact customer service at 707-341-6821 during normal business hours.

Not at this time. All member and order information is currently maintained only in an offline capacity. If you have questions regarding your membership, account, or orders, please contact customer service at 707-341-6821 or .

Contact customer service at 707-341-6821 or to be connected with your personal wine concierge to discuss changes to your monthly Cellar Stock or Club Expedition allocations, member wine profile, or other special requests. Be sure to initiate any changes or special requests at least 2 calendar weeks prior to your next scheduled Member Contract billing cycle.

You may cancel your membership by sending a written cancellation request via email to . All cancellations must be received at least 30 days prior to your next Member Contract billing cycle, per your Membership Agreement. Please ensure that all cancellation requests include your full name, member number, email address, a day time contact phone number where you may be reached, and reason for cancellation.

Ignite Wines does not accept returns. Wines are carefully selected based on each individual client's express needs, requirements, preferences, feedback received from fulfilled allocations, and your member profile. While we strive for achieving complete satisfaction with our wine concierge services, it's not possible to guarantee 100% satisfaction with every single wine selected. Providing your personal wine concierge regular feedback on your selected monthly wine allocations is a key factor in our ability to continue to tailor and refine your member wine profile used to select and procure your individual wines. If you are dissatisfied with a wine selected or received wine that was damaged during shipping, please contact customer service at or 707-341-6821, to discuss any options which may be available to you. In any select instances for return exceptions, a restocking fee may apply. All shipped wines will include insurance to cover damages incurred during shipping. Customer service will direct you for what actions are required for any insurance claims. See also our Terms of Use.

While we strive for complete satisfaction with our services, it's not possible to guarantee 100% satisfaction with every single wine selected. Providing your personal wine concierge regular feedback on your selected monthly wine allocations is a key factor in our ability to continue to tailor and refine your member wine profile used to select and procure your individual wines. If you are dissatisfied with a wine selected or received, please contact customer service at 707-341-6821 or to be connected with your personal wine concierge to discuss any options to address your wine selection dissatisfaction, and/or adjustments to your subsequent wine allocations. See also our Terms of Use.

Any shipping fees will be based on the shipping costs to your delivery location. Flat rate delivery options are available for local residents, and free pickup options may be available in select circumstances. Your default delivery preferences and actual costs will be determined during your Member Contract set up. See also our Terms of Use.

In general, no, wine cannot be shipped during periods of extreme temperatures at any point within the delivery route. Members within one state adjacent may have options for upgrading to overnight shipping with ice packs within some temperature ranges. Local delivery can be continued during these times in climate-controlled vehicles, and select local pickup options may also be available. For non-local members, your monthly allocations may be held at our climate-controlled location(s), or you may want to adjust your membership to a seasonal plan or put your account on hold. Contact customer service at 707-341-6821 or to inquire about your specific options.

Contact customer service at 707-341-6821 to provide your new or updated account or payment information, including changes to your phone, email, home address, or driver's license on file. Please do not send any financial information via email or through the website. Be sure that you communicate any changes to your account or payment information prior your next Member Contract billing cycle to avoid any potential fees.

Yes, you may place your account on hold. As we are continually working ahead to select and procure your next contracted allocations, be sure that you communicate the request to place your account on hold at least 20 days prior your Member Contract billing cycle by sending an email . Be sure to include your full name, member number, email address and a day time contact phone number where you may be reached. You will receive an email confirmation when your account is placed on hold. If you do not receive an email confirmation for your account hold request within 3-5 business days, contact customer service at 707-341-6821. Accounts placed on hold can remain in this state for up to 12 consecutive months, with the monthly account hold fee being charged each month, per your Member Agreement.

Copies of your valid state-issued ID may be provided via email to or faxed to 602-753-9506. Be sure to include both the front and back of your ID card, along with your full name, member number, and a day time contact phone number where you may be reached.

Your purchasing funds are collected on the first of the month (or as per your Member Agreement) so your wine sourcing can commence. Depending on your enrolled services and your specific wine preferences and allocation details, the procurement may take anywhere from a few days to 1-2 weeks. You will be notified as soon as your wines are ready and to coordinate delivery. If you are having your wines shipped, wine shipments will generally take a week from readiness notification to arrive to you (depending on delivery service, shipping method, and your geographic location).