Last updated: June 6, 2026

Overview

Pairings Canada takes care in preparing wine and gourmet gifts so they are presented appropriately and prepared for delivery to the recipient. This policy explains how damaged, missing, delayed, undeliverable, substituted, customized, alcohol-related, or otherwise disputed orders are reviewed, and outlines situations where refunds, replacements, credits, re-delivery, or other resolutions may not be available.

Products may include wine, alcohol, gourmet foods, perishable items, shelf-stable items, seasonal products, specialty goods, third-party branded products, customized selections, or personalized gift messages depending on the product or gift selected. Because many orders are prepared for a specific recipient, occasion, delivery date, flavour direction, or custom request, eligibility for a refund, replacement, credit, or other resolution depends on the order condition, delivery outcome, product type, preparation stage, applicable restrictions, and supporting documentation.

Damaged or Missing Items

If an order arrives damaged, defective, or missing items, the issue must be reported by the purchaser or recipient within the applicable timeframe:

• Perishable items: within 24 hours of delivery
• Non-perishable items: within 5 days of delivery

Clear photos of the damaged item or items, the exterior packaging, interior packaging, shipping label, and the full gift presentation may be required so customer service can properly assess the issue.

Once the required information is received, customer service will review the claim and respond as soon as reasonably possible. Where appropriate, Pairings Canada may offer a replacement, store credit, refund, partial refund, re-delivery, or other resolution based on the order condition, delivery outcome, product type, supporting documentation, and applicable law.

Refund, Replacement, and Credit Eligibility

Refunds, replacements, credits, re-delivery, or other resolutions may not be available in the following situations:

• Perishable items affected by delivery delays caused by incorrect information, incomplete delivery details, recipient unavailability, failed access, refused delivery, or circumstances outside our control
• Orders affected by incorrect or incomplete recipient name, address, phone number, unit number, buzzer code, company name, building access details, or delivery instructions provided by the purchaser
• Orders delayed or undeliverable because the recipient is unavailable, refuses delivery, cannot be reached, or cannot legally receive the order
• Orders containing wine, alcohol, or restricted products where delivery fails due to age verification, adult signature requirements, legal restrictions, or recipient ineligibility
• Customized, personalized, prepared, or specially selected wine gifts once preparation, customization, fulfillment, or delivery coordination has begun
• Personalized gift messages, custom requests, or recipient details submitted incorrectly by the purchaser
• Change of mind after an order has been placed
• Personal taste, flavour preference, wine preference, or recipient preference
• Substitutions made in accordance with our substitution standards
• Orders marked as delivered where delivery confirmation, carrier scan, courier confirmation, photo confirmation, signature, or other proof of delivery has been obtained
• Delays or delivery issues caused by weather, traffic, carrier disruptions, courier delays, building access limitations, security procedures, holidays, seasonal volume, public emergencies, or other circumstances beyond our control
• Products that have been opened, used, consumed, partially consumed, discarded, altered, or not stored appropriately after delivery

Substitutions made in accordance with our substitution standards are not considered defects when the overall balance, quality, value, presentation, and intended gift experience are maintained.

Substitutions

Because wine and gourmet products can vary by availability, substitutions may be made when necessary. This may include substitutions for wine, food items, packaging, presentation elements, seasonal products, branded goods, or other components.

When substitutions are made, Pairings Canada aims to maintain the overall balance, quality, value, presentation, and intended gift experience of the selected product. For custom wine gifts, substitutions may also be selected to preserve the requested flavour direction, pairing structure, occasion, and recipient experience.

Exact wines, vintages, brands, gourmet items, packaging elements, or accessories are not guaranteed unless expressly confirmed in writing by Pairings Canada.

Returns

Orders are prepared specifically for each customer and many items cannot be reused, resold, or returned. As a result:

• Perishable items cannot be returned
• Alcohol, wine, or restricted products may not be eligible for return
• Opened, used, damaged, altered, or partially consumed items cannot be returned
• Customized, personalized, or specially prepared wine gifts may not be eligible for return
• Seasonal, limited-availability, or specialty items may not be eligible for return
• Refused deliveries are treated as undeliverable orders and may not be eligible for refunds

Any return, refund, replacement, credit, or other resolution is subject to review by Pairings Canada and applicable law.

Re-Delivery and Re-Shipping

If an order cannot be delivered due to customer or recipient circumstances, re-delivery or re-shipping may be offered at the purchaser’s expense where available.

• Re-delivery or re-shipping fees depend on the product type, destination, delivery method, timing, courier availability, and applicable delivery requirements
• Perishable items may require remaking or replacement, and customers may be charged for associated costs when items cannot be reused or resold
• Orders containing wine, alcohol, or restricted products may be subject to additional delivery rules, adult signature requirements, or age verification requirements
• Re-delivery is not guaranteed and depends on product condition, delivery availability, recipient availability, and applicable restrictions

Office, Building, and Managed Property Deliveries

For offices, institutions, apartments, hotels, condominiums, gated communities, hospitals, retirement residences, campuses, and managed properties, delivery may be completed at a reception desk, mailroom, concierge, security desk, front desk, loading area, shipping room, or another location accepted by the building, delivery carrier, courier, or property staff.

Once an order is accepted by building staff, a front desk, reception, concierge, mailroom, security, or another authorized location, the order may be considered delivered. Pairings Canada is not responsible for delays, loss, mishandling, or failed internal transfer after delivery has been accepted by the property or building.

Alcohol and Restricted Items

Some products or add-ons may include wine, alcohol, or other restricted items where permitted by applicable law. Orders containing alcohol or restricted items may be subject to additional delivery requirements, including adult signature, age verification, recipient availability, delivery eligibility, or local delivery restrictions.

By purchasing a product containing alcohol, the purchaser represents that both the purchaser and recipient meet applicable legal age and eligibility requirements. Delivery may be refused, delayed, or cancelled if age, identity, eligibility, or delivery requirements cannot be verified.

Refunds, replacements, credits, or re-delivery may not be available where delivery fails because the recipient does not meet legal requirements, is unavailable for adult signature, refuses age verification, or cannot legally receive the order.

Perishable and Food Items

Some Pairings Canada products may include perishable, temperature-sensitive, seasonal, or availability-sensitive food items. Customers and recipients are responsible for retrieving, receiving, storing, and handling products appropriately after delivery.

Pairings Canada is not responsible for product deterioration, spoilage, damage, or loss resulting from recipient unavailability, delayed retrieval after delivery, incorrect delivery information, weather exposure after delivery, improper storage, refusal of delivery, or failure to follow reasonable storage or handling requirements.

Custom Wine Gifts

Custom wine gifts and guided gift selections may be prepared based on occasion, recipient type, flavour preferences, wine preferences, gourmet pairing preferences, budget direction, delivery timing, and other information provided by the purchaser.

Because custom wine gifts may require product selection, preparation, packaging, and delivery coordination, cancellation, refund, replacement, or change requests may be limited once preparation, customization, fulfillment, or delivery coordination has begun.

Pairings Canada retains discretion over final wine selection, gourmet item selection, substitution, packaging, and presentation decisions for custom wine gifts unless specific details are expressly confirmed in writing.

Cancellations and Order Changes

Orders begin processing shortly after payment is submitted. Customers should contact customer service promptly after placing an order if an address change, correction, cancellation, delivery update, gift-message change, or other modification is needed.

• Once an order has shipped, address changes or cancellations may no longer be possible
• Changes cannot be guaranteed once preparation, customization, fulfillment, or delivery coordination has begun
• During holidays, peak periods, or high-volume periods, additional notice may be required and changes may not be available
• Orders containing wine, alcohol, perishable products, restricted products, or customized items may have additional cancellation or change limitations

Delivery Timing and Same-Day Delivery

Delivery dates, delivery windows, shipping times, same-day delivery references, and transit times are estimates only and are not guaranteed unless expressly confirmed in writing by Pairings Canada.

Same-day delivery, where available, applies only to eligible products, eligible destinations, available inventory, applicable order cutoff times, delivery capacity, and applicable delivery requirements. If same-day delivery is not available, the next available delivery option may be used or confirmed during the order process.

Pairings Canada is not responsible for refunds, replacements, credits, or other resolutions based solely on delivery occurring outside an estimated delivery window where the delay is caused by circumstances outside our reasonable control.

Events Beyond Our Control

Pairings Canada is not responsible for refunds, replacements, credits, re-delivery, non-delivery, failed delivery attempts, or service interruptions caused by circumstances beyond our reasonable control.

These circumstances may include weather, traffic, courier or carrier disruptions, labour interruptions, road closures, building access restrictions, recipient unavailability, public emergencies, natural disasters, supply shortages, product availability issues, regulatory restrictions, payment processing issues, technology outages, or other force majeure events.

How to Report an Issue

To report an issue with an order, please contact customer service through the support options listed on this website, including the support widget where available. You may also contact us by phone at 800-535-2236.

To help us review your issue, please include:

• Your order number
• The purchaser’s name and contact information
• The recipient’s name and delivery address
• A clear description of the issue
• Photos of the product, packaging, shipping label, and delivery condition where applicable
• Any relevant delivery, courier, or tracking information

Questions or Support

For assistance with an order, delivery issue, product concern, custom wine gift, substitution, or tracking question, please contact customer service through the contact methods listed on this website. Additional delivery-related questions may also be answered on our FAQ page, Delivery Areas page, or Order Tracking page.