CUSTOMER SERVICE AGREEMENT

TERMS AND CONDITIONS

Please read the following terms and conditions before using this web site. By purchasing items through Portwine.com you agree to the conditions detailed here. If you do not agree to these terms and conditions please do not use this site.

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OUR GUARANTEE

If you are not satisfied for any reason, please e-mail us. Be sure to include as much detail as possible, including your order number and date of order.

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ALCOHOLIC BEVERAGES

We make no representation as to the legal rights of anyone to ship or import alcoholic beverages. The buyer is solely responsible for shipment of alcoholic beverages to the specified destination. Alcoholic beverages may only be sold or shipped to customers over the legal minimum age requirement of their country.

By placing an order, you authorize us to act on your behalf to engage a common carrier to deliver the order to you and you are confirming that you are legally old enough to buy alcoholic beverages and that you accept the terms and conditions regarding the use of this web site.

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RETURN POLICY

If you purchased your product at PortWine.com and the product is not satisfactory you must report it to us by e-mail within 3 days of receipt. Please advise whether you wish to receive a refund or a replacement.

To return an item via parcel post for refund or replacement:

1. Retrieve the packing list that came with your order.
2. Send an e-mail to us with your order ID and the reason for your dissatisfaction to thestore@portwine.com; please include as much information as possible such as the nature of any defect or damage and your order ID.
3. Pack and seal your return in the original package and include a copy of the e-mail you sent to us.
4. You may use a registered courier of your choice. We recommend the use of an insured parcel service.
5. All returns will be refunded to your original purchase credit card except for shipping costs. Replacements will be sent at no extra charge.

OUT-OF-STOCK ITEMS

Our selection of products is significant but not unlimited. If an item is no longer available you will be notified via e-mail advising if and when the product will be available. We will only debit your credit card when the product is shipped.

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SHIPPING

We will ship your purchase to anywhere a common carrier delivers. We will arrange delivery to your home or office but you will be responsible for any taxes that may occur due to legislation pertinent to your country. The delivery and packaging costs will be charged to your credit card.

All goods should be examined and signed for on delivery and any discrepancy noted on the delivery slip. Any claims for damage or loss of goods in transit must also be notified to our company via e-mail within 3 days of delivery. See Return Policy.
To e-mail us click here. Please include as much information as possible such as the nature of any defect or damage or the name of any missing items and your order ID.

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To find out about the cost of shipping:

1. Add your items to your shopping basket. (Note: you are not obligated to purchase these products)
2. When you view your shopping basket, you will see the option 'Check Out'. In selecting this option, you will be forwarded to the 'Shipping Information Page'.
3. Upon entering your shipping address the shipping charge will appear on your screen.

You can expect to receive your order within 2 to 3 weeks.

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TAXES & DUTIES

We will arrange delivery to your destination of choice but you will be responsible for any excise duties, sales tax, etc. that may apply to your country. Please note that any goods returned to us for a refund due to excise duty or VAT being charged will incur a $10.00 handling charge.

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PAYMENT

Our server is set up for secure credit card transactions and we will accept VISA, MASTERCARD, and AMERICAN EXPRESS credit cards. On the order form, please enter your name exactly as it appears on your credit card statement. We need this information to take your order and validate your credit card.

All payments are to be made in Canadian dollars. Your credit card will convert the Canadian dollars to your local currency at their exchange rate applicable at the time they process the transaction.

Your payment will be processed on the date of shipment.

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PRIVACY POLICY

We take all necessary precautions to safeguard your information whether it is stored electronically or in paper format. In all cases, information is retained in secure facilities, protected from unauthorized access, and kept only as long as is reasonably required. For example, our electronic files are backed up for redundancy, password protected, and accessible only by authorized employees on a need-to-know basis.

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Personal information is information about an identifiable individual. It includes information about your purchases and use of this web site.

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When you register on this site, we need you to provide your name, address, date of birth, mailing address, day phone, as well as create a username and password. This information is collected for the following purposes:

• To establish and maintain responsible commercial relations with you and provide you with ongoing service;
• To understand your needs and eligibility for products and services;
• To recommend particular products to meet your needs;
• To develop, enhance, market, or provide products and services;
• To manage and develop our business operations, including personnel and employment matters; and
• To meet legal and regulatory requirements.

We may also use the information we collect during the registration process to occasionally notify you about important functionality changes to the Web site, new PortWine.com services and special offers we think you will find valuable. If you would rather not receive this information or would like to opt-out of any other information request or distribution, simply reply to any PortWine.com e-mail sent to you and type UNSUBSCRIBE as the subject of your reply.

Your personal information will not be used for any other purpose without your consent.

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USE OF 'COOKIES'

During user interaction with our web site, we may use a browser feature called a ‘cookie' to collect information anonymously and track user patterns on our web site.

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A cookie contains specific values recorded as text and gets entered into your browser's cache. These values are set by the web site. If the lifetime of this value is set to be longer than the time a customer spends at that web site, then this text is saved on a customer's computer as a file for future reference.

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The PortWine.com Store uses cookies to collect temporary information during a customer's visit. This information is used to track the items that they have selected to purchase and holds that information while they are browsing other items. Once it is time for checkout, some of this collected information will be called from the cookie to finalize a customers ordering process.

Cookies also tell us which pages of our web site are visited and by how many people. This information helps us enhance our site for the benefit of visitors.

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No. A cookie is a simple piece of text. It is not a program or a plug-in. It cannot be used as a virus, and it cannot access your hard drive. A browser (not a program) can save cookie values to your hard disk if it needs to, but that is the limit of the effect on a customer's computer system.

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If you require more information on cookies and how to enable them on your browser please visit Cookie Central http://www.cookiecentral.com

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FAQ

• Is there a membership fee?
• Why can't I Register or Sign-in?
• Is it safe to use my credit card Online?
• When will you charge my credit card?
• How will my name or personal information be used?
• Do I have to order online?
• What are my payment options?
• How can I save some money?
• Can I cancel or modify an order after it has been submitted?
• What if I'm not home when my order is delivered?
• Where can you ship?
• How can a Product be returned?
• How do I contact PortWine.com?
• What are PortWine.com's hours of business?
• What if I call Customer Service after business hours and nobody answers the phone?

We have two types of memberships for the Port Wine Club: International Membership and Local Membership .

These are people who have signed up for a membership on PortWine.com through the ‘PORT WINE CLUB' section or have set up an account in ‘The Store'. Members are on the mailing list to receive information on Port Wine Club events and offerings and are entitled to membership prices in ‘The Store'.

Is a paid membership that can be purchased on PortWine.com for people who live around Toronto Ontario, Canada. Members are on the mailing list to receive information on Port Wine Club events and offerings and are entitled to membership prices in ‘The Store'. In addition members receive:

• Discounts at Port Wine Club dinners and other gatherings.
• Local Membership card - By presenting this card at participating establishments members receive discounts or added values. Visit our web site at http://www.portwine.com/club/rewards.html because the list of participating establishments continues to grow.

Make sure that you have already registered as a member of PortWine.com. If you have already registered as a member, make sure that you are typing in the right username and password. If these fail, use the “Forgot Password” section and type the e-mail address you registered with and your password will be sent to you by e-mail.

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Yes. PortWine.com uses the highest security measures available on the web. We use 128-bit encryption technology (SSL) to ensure the safest possible shopping environment for our customers. Click here to verify our security .

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Your credit card will be charged when your order is shipped.

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Respecting and protecting your privacy is very important to us. Any personal information you submit to us by creating a profile or an account will never be sold or shared with any other stores, companies, or visitors. See our PRIVACY POLICY section for more details.

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Yes.

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We accept Visa, MasterCard, and American Express credit cards. See PAYMENT section for details.

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Becoming a member of the Port Wine Club entitles you to the lower membership prices where available in the store. Visit http://www.portwine.com/club/index.html for more details.

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Yes. Your credit card is only charged when we ship your order. If the credit card has not yet been charged, please contact our Customer Service department. Be sure to include your contact information and order ID.

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We encourage customers to give the address where there will be the best chance in delivering the order successfully. If the receiver is not present when the order is delivered a note will be left indicating where it can be picked up.

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We will ship your purchase internationally to anywhere a common carrier delivers. We will arrange delivery to the destination of choice but the receiver will be responsible for any taxes or other duties pertinent to your country.

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If you purchased your product at PortWine.com and the product is not satisfactory you may return your item. Please see our RETURN POLICY section for details.

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Tel: +1 416-537-2868 Fax: +1 416-537-0980.
General information: info@portwine.com.
Information regarding your order: thestore@portwine.com.
Address:

PortWine.com Inc.
67 Mowat Ave.
Suite #229
Toronto, Ontario
M6K 3E3
CANADA

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Open: Mon - Fri ( 9:30 am - 5pm EST ).
Closed: Sat & Sun and Canadian Statutory Holidays.

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Leave a message or send us an e-mail with your contact information and we will respond as soon as possible.

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