Frequently Asked Questions

 

WEBSITE & WEBSTORE FAQS:

I can’t log into my account

Click “Forgot password” and follow prompts to reset. Club members must use the same email associated with their membership.

My discount is not showing

Make sure you are logged in and using the same email you receive our notifications on. Applicable discounts will apply to the cart before completing payment. If discount was associated with a coupon, make sure to enter it in the cart before checking out.

I mistakenly created a shipping order but wanted my order as a pick-up (or vice versa)

Email us at tourandtasting@jacuzziwines.com or call us at (707) 931-7516 and we’ll adjust your order. Our office is open daily from 9 am to 5 pm PT.

I have a coupon, where do I enter it?

Click on the cart (bag) icon to view your cart, then click "proceed to checkout." On the right side checkout page below the items in your cart, there's a "Enter coupon code" dropdown; click the dropdown and you will be able to enter your coupon code. Please note that sometimes coupon codes get cached, so if you abandoned your cart with a coupon code applied, it may still be there upon return. To clear it, simply clear your browser cookies.

I need to change my address/email, payment information, password

Once logged in, you can update all information associated with your profile. Please pay particular attention to what is marked as default.

My order is a gift!

You can add a gift message for the recipient before selecting the shipping method during the checkout process. Gift message will be printed on the packing slip.

Placing a corporate gift order or shipping to multiple addresses?

Skip the cart and let us place the order for you! Simply download and fill out this .csv with each recipient’s info and item info, and email it to us at tourandtasting@jacuzziwines.com with the desired delivery date.

I have a Gift Card – can I use it online?

Yes, you can enter it by clicking "Apply a gift card" under payment step of checkout process.

Can I use my gift card to pay for tastings?

Yes! You can use the gift card to pay for wine, food, merchandise, or tastings when onsite.

Can I use it at your sister properties?

Funds assigned to a Cline gift card are redeemable only at Cline.

I can’t find the wine I’m looking for

Any wines we currently carry can be found under the “Wine Shop” -> “Collections” -> “All wines” category. You can also use the Search tool. If you still can’t find what you’re looking for, email us at tourandtasting@jacuzziwines.com.

Do you ship internationally?

Not at this time…. but stay tuned!!!!

SHIPPING FAQS:

Where’s my tracking number/package?

For UPS & FedEx packages, once the order leaves our warehouse, tracking information is sent to the email associated with the shipping address. Please see our shipping policy for additional information.

My package was damaged, what do I do?

Contact us at tourandtasting@jacuzziwines.com (general public) or propellerclub@jacuzziwines.com (Club members) and we’ll assist with the next steps.

I won’t be home to receive my package. What can I do?

Carrier will attempt 3 deliveries. After 3 failed attempts, the package will come back to us and we’ll contact you before reshipping for a fee. Best if you can advise us of change of address/vacation before the package is en route. If already en route, we may not be able to reroute, but will certainly try to help. You can also sign up for UPS My Choice account (free), which gives you more direct control of rerouting or hold at facility options. Learn more here: https://www.ups.com/us/en/track/ups-my-choice.page.

What are the best practices to ensure I receive my packages?

Keep your profile up to date, make any changes timely, and before packages ship out, use a business address where someone over 21 will always be available to sign for the package. P.O. boxes are not allowed and a signature is always required to receive a package containing wine.

I entered the incorrect shipping address on my order, can I change it?

Yes, please email us promptly at tourandtasting@jacuzziwines.com (general public) or propellerclub@jacuzziwines.com (Club members) and we’ll update the address for you

Should I select expedited shipping/temperature-controlled service?

Expedited shipping is strongly advised during summer or winter months when extreme temperatures in your state or en route can damage the wine. Please review our shipping policies carefully before selecting the best service for your order.

How do I save on shipping?

Shipping fees can be quite pricey when it comes to wine. We’re doing our best to make it more affordable for all Jacuzzi customers, and especially for our members. We’re offering more and more promotions to help with the cost and slicing the pricing on expedited shipping during hot and cold months to protect your wine. Make sure you’re subscribed to take advantage of all the savings and don't forget to check out our Wine Club!

I would like to make a return. What is your refund policy?

Should your order arrive damaged or defective, please call our customer service number at 707-931-7550 or email propellerclub@jacuzziwines.com to make arrangements for replacement, refund, or merchandise credit. Jacuzzi Family Cellars guarantees products 100%.

VISIT & TASTINGS FAQS:

What are your operating hours / are you open?

Current hours of operation are Monday-Friday from 11:00am-5:00pm and Saturday-Sunday from 10:00am-5:30pm. Availability varies by experience. Please click here for more information about services offered. Holiday hours may differ as well; please click here for more information.

Do you offer virtual tastings?

We offer virtual tastings for private/corporate groups. If interested, contact tourandtasting@jacuzziwines.com.

Is The Olive Press open?

Yes – both Sonoma and Napa locations are open. Please visit The Olive Press website for more details. Hours of operation are listed at the bottom of all pages.

I have a Passport (Priority Wine Pass, Wineryhunt, Sonoma Passport, etc.)

Please contact us at tourandtasting@jacuzziwines.com or (707) 931-7516, we’ll do our best to offer you a great experience when you visit us.

Can I bring food?

We have our own food offerings, from simple cheese and charcuterie boards to a seasonal food and wine pairing experience. If you would like to do a picnic, please consider our sister winery, Cline Family Cellars.

How long does the tasting last? Can I stay longer?

A standard seated tasting can last anywhere from 30 minutes to an hour and includes a flight of four wines. Once the tasting is completed, you are more than welcome to walk the grounds or inquire with your host if an open table is available to enjoy a bottle onsite. Our team will be at your disposal to facilitate and give you pointers to make the best out of your visit!

Are reservations required?

They are not required for most experiences, but recommended. You can explore our experiences and make a reservation here.

Can I purchase a bottle to enjoy onsite?

Absolutely! Connect with a staff member when you arrive on-site and they’ll assist you.

Is your property family-friendly? Are children allowed?

Absolutely! Just ensure they are always under your supervision for their safety in a working winery environment. Our tables seat 4-8 guests. If reserving your tasting ahead of time, we suggest you indicate in the notes how many people under 21 will be in your group to ensure we can accommodate everyone comfortably

Can I bring my dog?

Yes - dogs are allowed in all our outdoor spaces, always on a leash and accompanied by their owner. If making a reservation, you can specify in the notes you'll have a dog with you, so we can accommodate the party accordingly.

How do I make changes to my reservation or cancel it?

Simply click your confirmation email to access & edit your reservation directly online up until 3 hours prior. For any last-minute edits, please contact us directly at tourandtastings@jacuzziwines.com or (707) 931-7516. Failure to provide 2-day notice of cancellation will result in a penalty of $10/person.

I have questions/special requests/allergies – how do I contact you?

You can address this directly online, following the link to answer a few key questions from the confirmation email for your reservation. You may also contact us at tourandtasting@jacuzziwines.com or (707) 931-7516.

I am interested in hosting an event at your winery.

Wonderful! Jacuzzi Family Vineyards is a lovely setting for both private & corporate events. Click here for more information about private events or call (707) 931-7551 to connect directly with someone from our events team.

I am visiting from out of town, can I ask my host for recommendations?

Absolutely! Please do take advantage of the time with your host. We don’t just represent Jacuzzi Family Vineyards, but all of Wine Country. Tell us what you enjoy, you might be curious about, and we’ll be most happy to give you recommendations to additional destinations in the area. For a more in-depth concierge service we recommend working with Curate Sonoma County - they are available to plan all your wine country needs.

I’m new to wine/I am curious about a specific varietal, winemaking process, or comparative tasting

Wonderful! Your host will be happy to answer your questions and tailor your visit to what interests you. If you’d like, you can specify your interests when completing the questions after making a reservation with us or email us at tourandtasting@jacuzziwines.com and we’ll inform your host.

Do you have lodging onsite or recommendations?

Our sister winery, Cline Family Cellars has a lovely Vineyard Estate that can accommodate up to 10 guests on property. This can be reserved by signing into the VRBO website. In addition to staying on the property, you and your guests will also receive complimentary tastings for all 10 guests; which can be booked over the phone at 707-940-4044 or by email at tourandtasting@jacuzziwines.com. If you would like a list of other lodging accommodations in the area, please email us directly and we'll be happy to share it.

CLUB MEMBERSHIP FAQS:

Where can I update payment/shipping/other information associated with my membership?

Log in online and edit away! Be sure to edit the pending club selection as a web order through our wine shop does not count towards your Club fulfillment. Your club order can be located under your dashboard or club memberships tab when hovering over the person icon at the top right-hand corner of our website.

Pay particular attention to what you'd like marked as default.  

How do I customize my club selection?

You'll receive a notification from propellerclub@jacuzziwines.com, when the next winemaker selection is ready for you. Members have a window of about 4 weeks to visit and/or customize the club package before standard selection ships to address on file. Deadline will be specified in the notification email and we'll also send a reminder.

Log in online to access your club package and edit all details and selection as needed, including pick up vs shipping, items in package and shipping service (if it applies), card for order if you'd like to use a different one from the one on file.

Click "Process shipment" to complete your order. Edited orders will be processed within 24 hours.

I am not receiving your emails

Please make sure propellerclub@jacuzziwines.com and ciao@jacuzziwines.com are saved as safe senders in your inbox preferences. Work emails might have stronger spam filters. Gmail likes to move us to the Promotions folder. If you unsubscribed by mistake, please contact us at propellerclub@jacuzziwines.com for instructions to rejoin.

I am a pick-up member and just received a shipment

Two things might have happened. 1 - Deadline to visit us and customize your order for pick up has passed, so your order was shipped to you. 2 - Your most previous order was shipped and that changed the setting under your profile. Please make sure to check your settings and defaults before every club deadline.

What are the benefits of my membership?

Our club program offers a myriad of discounts: special pricing on wines and retail items are associated with each club level. Special events & club discounts will apply to most activities & tastings we offer onsite as well as online promotional outreaches. The club membership lasts one year/four shipments and auto-renews unless we are contacted. You can edit your selection for each shipment and pick-up order to match your favorites. Learn more here.

How do I sign up?

Visit https://www.jacuzziwines.com/wine-club, select the club that best suits your needs, and start discovering the world of Italian wines.


Can my friends and family take advantage of my membership benefits?

Club membership is personal, connected to you and your payment method, but there are many ways for you to ensure your family & friends enjoy the perks with you. Bring them with you for a tasting! As a member, you can book a Propeller Club or A Taste of Italy tasting and fees will be waived for you and 3 guests. You can also send one of your club shipments as a gift or even better, gift a club membership! Frostifugo & Jet club have additional perks too. Learn more here.

What are my benefits at your sister properties?

As a member of the Jacuzzi Club, you are entitled to a 10% discount on olive oil and wine purchases at The Olive Press & Cline Family Cellars. If visiting, make sure to mention you are a member at Jacuzzi Family Vineyards. If shopping online, make sure to register on their website with the same email associated to your club membership. Check out their membership programs for additional benefits!

Can I cancel my membership and how?

The club membership is a one-year commitment that consists of four wine shipments that are received quarterly - you can certainly cancel your membership after the year finishes by contacting us at propellerclub@jacuzziwines.com, though we’d hate to see you go! Please know you can also ask us to skip a quarter instead and double up next time. This way you’ll still be a member and can enjoy all the benefits and stay in tune with the latest updates. We just won’t ship you wine for a little while. If you'd like to cancel your membership before your year commitment is completed, there is a $75 penalty for early cancellation.

I STILL HAVE QUESTIONS!

We’re here for you. For general questions, please contact us via this form or give us a call at (707) 931-7516.