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Customer Service FAQ

 

SHIPPING & DELIVERY
  What Carriers Do You Use For Shipping?
  How Much Is Shipping?
  How Long Will It Be Before You Ship My Order?
  How Will I Know When My Order Ships?
  How Long Will It Take To Receive My Order?
  Can I Get Expedited Shipping To Receive It Sooner?
  How Can I Find Out The Status Of My Order?
  Can I Ship Products To More Than One Address?
  Do You Ship Orders To Puerto Rico?
  Do You Ship To Military APO/FPO Address?
  Do You Ship To Canada/International Addresses?
  Why Can't Some Items Be Sent To AK, HI and Puerto Rico?
   
PLACING ORDERS
  What Forms Of Payment Do You Accept?
  Do You Accept Purchase Orders As A Form Of Payment?
  What Is The $2.00 Packaging Charge For?
  Do You Charge Any Sales Tax?
  Do You Offer Gift Certificates?
   
ACCOUNT MANAGEMENT
  I Forgot My Login Password. What Should I Do?
  How Can I Update My Account Information?
  How Can I Update/Change My Email Address?
  Will You Share My Information With Other Companies?
  Why Am I Not Receiving Any Emails From Your Company?
  How Can I Contact Your Customer Care Team?
   
ADDITIONAL INFORMATION
  Do You Have A Printed Catalog You Can Mail To Me?
  Do You Have Any Newsletters Available About Wine Making?
  Do You Have A Blog About Wine Making?
  Where Can I Find FAQ about Wine Making?




SHIPPING & DELIVERY

What Carriers Do You Use For Shipping?
We will ship your order by either UPS Ground or by Priority Mail through the U. S. Postal Service depending on the package's size, weight and distance to be delivered.

How Much Is Shipping?
Shipping to anywhere in the 48 adjoining states is FREE for orders that total $50.00 or more. The shipping for orders under $25.00 is $2.95 and shipping for orders $25.00-$49.99 is $5.95.

How Long Will It Be Before You Ship My Order?
We are proud of the urgent way we handle orders. Your order will ship either the same day it is placed or the next business day.

How Will I Know When My Order Ships?
An email confirmation containing the package's tracking number will be sent to you when your order ships.

How Long Will It Take To Receive My Order?
If your order is shipped by UPS, you can expect it to arrive in 1 to 4 business days. If your order is shipped by Priority Mail, you can expect it in 2 to 6 days. Orders shipped to Alaska, Hawaii, Puerto Rico and the U.S. Virgin Islands can take up to 14 days.

Can I Get Expedited Shipping To Receive It Sooner?
We offer UPS Next Day and Second Day Air to all 50 States and Puerto Rico. You will be able to select this option when checking out.

How Can I Find Out The Status Of My Order?
You can track you package at any time by using the tracking number and carrier information supplied to you in the shipping confirmation email.

Can I Ship Products To More Than One Address?
Yes, you can have your order split up and sent to as many different address as you like. To do so the order will need to be place by phone with our Customer Care Team at 1-800-353-1906.

Do You Ship Orders To Puerto Rico?
Yes, we can ship your order to Puerto Rico by Priority Mail. Some additional shipping charges may apply
.

Do You Ship To Military APO/FPO Address?
Unfortunately, we are not able to ship packages to APO/FPO addresses at this time.

Do You Ship To Canada/International Addresses?
We only ship within the 50 United States, Puerto Rico and the U.S. Virgin Islands at this time.

Why Can't Some Items Be Sent To AK, HI and Puerto Rico?

Items that are over a certain size or weight, or items that are extremely fragile can only be sent through UPS to these areas. In almost all cases this service is prohibitively expensive to these locations.

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PLACING ORDERS


What Forms Of Payment Do You Accept?
We accept MasterCard, Visa, Discover, American Express and Paypal.

Do You Accept Purchase Orders As A Form Of Payment?
We are very sorry, but we do not accept purchase orders as a form of payment at this time.

What Is The $2.00 Packaging Charge For?
We are very proud of the care we take in preparing your orders for shipping. The boxes we use are heavier and stronger than those used by most shippers, and we use an abundance of padding and cushioning. Because of this, each order has a one-time packaging charge of $2.00 to help defray the cost of these materials.

Do You Charge Any Sales Tax?
E. C. Kraus does not collect the sales tax for any purchases made from outside of the state of Missouri. All orders shipping to a location within Missouri are subject to a sales tax of 7.6%.

Do You Offer Gift Certificates?

Gift certificates can be purchased and redeemed on our website, or by phone with our Customer Care Team at 1-800-353-1906.

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ACCOUNT MANAGEMENT

I Forgot My Login Password. What Should I Do?
If you forgot the password you used when setting up your account, just go to "Log-In" that is at the top-right of every page. From there click on the "Forgot Your Password?" link to have your password emailed to you.

How Can I Update My Account Information?
To edit your billing information, log-in to your account by clicking on the "Log-In" link that is located at the top-right of every page. Once you are logged in, you can choose the appropriate menu items listed on the left to edit.

How Can I Update/Change My Email Address?
To change your email address, log-in to your account by clicking on the "Log-In" link that is located at the top-right of every page. Once you are logged in, select "Account Information" on the menu to the left. There you will be able to change your email address.

Will You Share My Information With Other Companies?
Your privacy is very important to us! We will never give your information to others for the purpose of marketing. With that being said, our Privacy Policy is very simple and to the point: "We do not collect information we do not need, and we do not give information to anyone who does not need it. Period!"

Why Am I Not Receiving Any Emails From Your Company?
It may be because they are being blocked by your email service provider, or they are being put directly into your email trash folder or similar. Putting our email address (customerservice@eckraus.com) in your email address book will help to facilitate the receipt of any confirmation emails we send.

How Can I Contact Your Customer Care Team?

Contacting us is easy. You can either email us at: customerservice@eckraus.com or you can call us during office hours at 1-800-353-1906.

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ADDITIONAL INFORMATION

Do You Have A Printed Catalog You Can Mail To Me?
Yes, we can send you a printed catalog either today or the next business day by First Class Mail.

Do You Have Any Newsletters Available About Wine Making?
Yes, we have a wine making newsletter that you can sign-up to receive. The newsletter features articles, recipes and tidbits of information for making wine at home.

Do You Have A Blog About Wine Making?
Yes, we have an Official Winemaking Blog that is posted to on a regular basis. It's a great place to keep you updated as to what's going on in the home wine making community.

Where Can I Find FAQ about Wine Making?
You can find answers to the questions most commonly asked by beginning winemakers at our Wine Making FAQ section.

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