Frequently Asked Questions (FAQ)

At Heartwood & Oak, we have two great passions: finding incredible wine, and making it easy for you to enjoy it. To help you, our Customer Support team has answered our customers' Frequently Asked Questions. If you can't find the answer you need in the list below, feel free to contact us for help.

What is Heartwood & Oak?

What is Heartwood & Oak?
Heartwood & Oak is a direct to consumer online wine shop. We cut out the middle man in order to bring you delicious wines at the best prices.
How does Heartwood & Oak select the wines they offer?
Here at Heartwood & Oak, our three wine curators have over 50 years of combined experience between them. Our œnophiles review each and every wine we offer choose the best wines for every budget and occasion.
Can I recommend products for a Heartwood & Oak offer?
Absolutely! Email us at cs@HeartwoodAndOak.com and we'll forward your inquiry to our curators. If we are unable to offer the exact wines you are looking for, we will suggest a similar one from our current shop. We strive to stock great wine that fits all of our customers' tastes.

Vouchers

How can I redeem a promotional voucher?
YOU MUST REDEEM YOUR VOUCHER BEFORE YOU START SHOPPING – THERE IS NO PLACE AT CHECKOUT TO ENTER YOUR REDEMPTION CODE
  1. Please go to the specific link provided on your voucher email (e.g., franklinmintwine.com/voucher)
  2. Enter your full redemption code in the box and your discount will automatically apply. Please enter the voucher redemption code with all the dashes, numbers, and letters included.
  3. Make your selection and check out.
Please keep in mind that the voucher does not cover taxes and cannot be combined with other promotions. Shipping costs are also only sometimes included, so please review the voucher details.
Why am I being asked for a credit card?
We collect credit card information with every order. This covers applicable taxes and shipping costs, and helps us verify that the purchaser is of legal age.
Can I use my voucher with an email promotion?
Unfortunately, discounts cannot be combined. You cannot use a voucher with another promotion, such as an email deal.
Can I use multiple vouchers on a single order?
Unfortunately, discounts cannot be combined. Only one voucher can be redeemed per transaction.
Why does the voucher redemption code say "invalid voucher?"
This error occurs when the voucher is either expired or has already been redeemed. Please contact us with your redemption code and we will check the voucher expiration date, and confirm if your voucher has been redeemed.
How can I redeem an expired voucher?
While we can help you with expired vouchers, they cannot be redeemed online. To use the paid value of your voucher, place an order on our website and respond to the order confirmation email with your expired redemption voucher code. We can issue a refund of the amount you paid for the voucher. Questions? Please contact our Customer Service team for more information.
I bought a voucher through Groupon or Living Social. Where is my wine?
After you purchase a voucher, there's another step: you must redeem the voucher by ordering wine directly from franklinmintwine.com. Please be sure that you are redeeming your voucher properly. We often find that customers are under the impression that a voucher purchase from Groupon or Living Social is an automatic wine purchase. This isn't the case. Once you purchase a voucher, you will need to pick your wines individually, or buy a sampler pack and pay the shipping and tax.

After your order is submitted, you will receive an email confirmation which acts as your invoice.
When I redeemed a voucher, I was promised a new gift voucher to use towards future purchases. How do I get my new voucher?
Your free e-gift voucher is sent to you via email after your order is placed. If you did not receive that email, please check your Junk/Spam email folder. If you are unable to locate that email, please feel free to contact us for further assistance.
Why do the bottles displayed when I redeemed my voucher not reflect the bottles advertised when I originally purchased my voucher?
The images in our Groupon and Living Social ads are examples of the wines we sell. For voucher promotions, products are available while supplies last. Availability cannot be guaranteed since many wines sell out. Occasionally, the bottles in the packages differ from what was advertised at the time of your voucher purchase.

What if I have an issue with my order?

How can I cancel my order?
Contact our customer service team at cs@HeartwoodAndOak.com and they will cancel any orders not yet processed.

If your order has already shipped, it cannot be cancelled.
Where can I find the status of my order?
Once your wines have shipped, we'll email you a tracking number, and list it in the History section of your Heartwood & Oak account.

It may take up to 48 hours for tracking information to be available.
Why was my order rejected?
The 2 most common reasons are an error entering the credit card information a customer provides or that the customer lives in a state where we do not ship wine. We do not ship wine to Alaska, Alabama, Hawaii, Kentucky, Mississippi, Oklahoma, Rhode Island, South Dakota, and Utah.
Will I be charged sales tax?
Depending on which state you ship to, you may be responsible for paying state and city sales tax.
Why did I receive a different wine than I ordered?
Occasionally we run out of stock on a certain bottle and we will substitute that particular bottle in your order with one of equal or greater value.

Shipping

How much does shipping cost?
Shipping charges are calculated by weight, not distance. The charges are as follows:
  • 1-2 bottles = $14.95
  • 3-5 bottles = $15.95
  • 6-8 bottles = $17.95
  • 9-12 bottles = $19.95
  • 13-15 bottles = $24.95
Can Heartwood & Oak ship wine to every state?
Due to alcohol restrictions, we do not ship to Alaska, Alabama, Hawaii, Kentucky, Mississippi, Oklahoma, Rhode Island, South Dakota, and Utah.
Should I ship my order to my home or work address?
We have a higher delivery success rate when shipping to offices. To avoid having your order returned to us, we strongly recommend that you ship to an address where there is always someone 21 or older available to sign for the shipment. NOTE: There is a standard restocking fee and shipping is non-refundable on returned orders.
When will I receive my package?
We ask you to allow 10-14 business days from the date of ordering. However, orders usually ship within 48 hours.
Will I receive tracking information?
Once the package leaves the warehouse, an email notification will be sent with tracking information. We will also post the tracking info in the History section of your Heartwood & Oak account.
Where is your warehouse located?
We ship from Northern California and Ohio.
Is a signature required?
Yes. Because it is alcohol, the signature of an adult 21 or older is required for delivery.
Can I ship to a P.O. Box?
Unfortunately, we cannot ship to P.O. Boxes at this time.
Can I ship internationally?
Unfortunately, we can only ship within the continental United States.
What carrier do you use for shipping?
We use both UPS and FedEx.
Why doesn’t my tracking number work?
Your tracking number will be emailed to you when your shipment is sent from the warehouse. Please allow up to 48 hours for your tracking number to be sent to you.

If your tracking number is not live after this time, please email us at cs@HeartwoodAndOak.com and we'll be happy to investigate.
Is it safe to ship my wine during hot weather?
We take great pride in ensuring that your wines do not receive heat damage during shipment. In the rare case that this does happen, just let us know at cs@HeartwoodAndOak.com and we will be sure to send a new shipment immediately.
Can I rush my order?
At this time, we do not offer expedited shipping.
I missed my delivery. Now what?
Contact the carrier to make arrangements for pick-up at their facility, or to re-schedule delivery. Once the package is returned to our warehouse, a refund minus shipping and a $22 restocking fee will be issued to your credit card.
I am not at home to sign for the package. What can I do?
You can contact the carrier to have the package redirected to an address where an adult over 21 can sign for the shipment, or have them hold the package at their facility for pick-up at your convenience.
My order was damaged in-transit and returned to you. I still want my wine! How do I get it?
Please contact customer service for assistance.

Payment

How can I pay?
We accept American Express, Visa, MasterCard, and Discover credit and debit cards with a billing address in the United States.
How do I change my credit card information?
To update your credit card information, please >contact us.
When will my credit card be charged?
Your card will be charged within 24 hours of placing your order.
Where is the CVV number located on my credit card?
On Visa, MasterCard, and Discover cards, the 3-digit CVV number is printed on the back of the card immediately after the card's account number. On American Express cards, the 4-digit CVV number is printed on the front of the card above the card account number.
Why was my order rejected?
The 2 most common reasons are an error in the credit card information that the customer provides, and that the customer lives in a state where alcohol restrictions prevent us from shipping wine. We are prohibited from shipping wine to Alaska, Alabama, Hawaii, Kentucky, Mississippi, Oklahoma, Rhode Island, South Dakota, and Utah.

It is also possible that your payment was declined by your credit card company.

Returns

What do I do if I don't like my wine?
We stand behind our 100% customer satisfaction guarantee. If the rare occasion occurs where you don't like the wines you received, please contact us immediately.

Restrictions apply. Please ask a Heartwood & Oak Customer Service Representative for more details.
How can I return my wine?
If you are dissatisfied with your most recent delivery, please email us immediately at cs@HeartwoodAndOak.com so we can take the steps to make it right!
What do I do if my wine is damaged?
We use state-of-the-art shipping materials to minimize damaged shipments and improve customer experience. However, accidents can happen. If your shipment is damaged, please contact us immediately so we can offer a replacement or account credit.
How long does it take to process a refund?
Customer Support will process a refund within 48 hours. Once the refund has processed, it takes approximately 3-5 business days for it to be reflected on a credit card statement.

Contact us

How can I get help immediately?
The fastest way to get help with a new or existing order is to use our Live Chat Support system with real, live people available to help you Monday thru Friday 8:30am to 4:30pm (PST), excluding holidays.
How can I reach Customer Service via email?
You can email us directly at cs@HeartwoodAndOak.com. A customer service representative will get back to you within 24 business hours.
How can I reach Customer Service via normal mail?
You can send us physical mail at:

Heartwood & Oak
2355 Westwood Blvd #791
Los Angeles, CA 90064-2109
How can I call Customer Service?
If you need to call our Customer Service team dial 1-888-661-1246, Monday thru Friday 9:00am to 5:00pm (PST), excluding holidays.