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The quickest way to see the status of your order is to go you the "My Account" section of our web site. From there you can see the real time order status of any order you have placed.
Alternatively you can contact our customer service department using our Online Support system. Existing customers with an account are urged to use our registered user support for the fastest service. Even without an account or signing in you can still use the system to get help. If online support isn't your bag, try calling us at 1-800-247-5987. Be sure to have your order number handy.
Important Information on Order Delivery Time
We make every attempt to get your order shipped to you as soon as possible. Please keep in mind that there are a few reasons that may prevent your order from making its way on to a FedEx or UPS truck immediately.
- It takes us some time to pull your order together, and get it to our shipping department where it is packed and labeled. The time between when you place the order and when it is pulled and packed can vary from a couple of hours to a couple of days, depending upon order volume. Our fulfillment methods vary by the locations where your products are located. Because we give you access to everything in stock (regardless of where it's located), we use a few different business rules. If you're having items shipped to an address, we transfer all items back to our Northern California warehouse and ship them out from there, unless there are items located in our Hollywood store. Hollywood items will ship directly to you separately. If you are picking items up (will call) at any of our locations, we create individual orders for each separate location and then consolidate these individual orders together at the final pickup location.
- If any items are temporarily unavailable (but due in within a few days), we may hold your order in our warehouse and wait for the outstanding items to arrive. We attempt to have our customer service department contact you if this occurs.
- If we believe severe weather may potentially damage your shipment while in transit, we will attempt to ship wines at the beginning of each week in order to get shipments to you before the weekend. This is because we have no control over the temperature conditions at our freight carriers' warehouses. The result may be a delay in your shipment. Please understand that this policy is due to our commitment to ensuring your order arrives in perfect condition.
- If your order contains "futures" or "pre-arrival" items, they will not be immediately delivered. These products are explicitly indicated as "pre-arrivals" or "futures" on our Web site and newsletter, along with the expected arrival dates. K&L will notify you by US mail when your "pre-arrivals" or "futures" have arrived and are ready to be shipped. You will be given the opportunity to coordinate the proper shipping address and method (we won't automatically ship out pre-arrival wines when they arrive).
NOTE - If you have selected a specific shipping method such as 2-Day Air shipping, your order may not necessarily arrive two days later. It will, however, be sent via 2-Day Air service with our carrier (generally FedEx or UPS). It is extremely important to evaluate the time your order spends in transit, where we have no control over the environmental conditions.