Frequently Asked Questions
Customer Account Setup
Navigation the Program / Moving from Web Page to Web Page
1. Will currently available products ever be offered again?
Products may be repurchased in the future contingent on customer demand and availability.
2. How often will new products be made available?
With only a few exceptions throughout the year, look for new VINTAGES products and
programs online every two weeks.
3. Why are there limited quantities of certain products?
Some products are only produced in limited quantities. There may be per-customer
limits. The LCBO reserves the right to limit order quantities. The LCBO may reject
an order if it appears that you are attempting to circumvent an order limit.
4. What is an allocated program?
An allocated program contains products which are very limited in quantities, and
demand is expected to exceed supply. Orders for allocated programs which are received
up to the ordering deadline (Eastern Time Zone) are then randomly allocated those
products which are determined to be over-subscribed. Per-customer limits are assigned
in an effort to satisfy the greatest number of customer orders. In spite of assigning
per-customer limits, some limited products are so highly requested that our supply
may reach zero before all orders receive an allocation.
5. At what time on release days are new products uploaded?
New products become available on the site at approximately 8:30am on release days
following the regular system maintenance shut down. Other programs such as Classics,
Bordeaux Futures and Special Offers may have specific order/release information.
You can determine this by opening up the program page of the program you wish to
shop from and verifying the list of current programs available or by visiting www.vintages.com.
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Customer Account Set Up
6. What if I am already a Direct Sales customer? Do I need to set
up a VINTAGES Shop Online account?
Customers who have already placed a Direct Sales order or paid for a Direct Sales
order via the web site, will have their existing customer information migrated into
the new VINTAGES Shop Online platform. You will be able to have your account activated
by calling helloLCBO at 416-365-5900 or toll free at 1-800-668-5226, Monday to Friday,
8:30am to 9pm, and Saturday, 9am to 6pm, except holidays.
7. What if I have purchased from VINTAGES before? Do I need to set
up an account?
Our new system has migrated information for all customers who have open orders within the last two years.
If you do not have an open order, you will have to set up your account as a new customer . If you have previously purchased from any VINTAGES programs, such as Bordeaux Futures
and Classics, you will be able to set your account to an online account by calling
helloLCBO at 416-365-5900 or toll free at 1-800-668-5226, Monday to Friday, 8:30am
to 9pm, and Saturday, 9am to 6pm, except holidays. You may be asked to validate
your information for the purposes of privacy protection.
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Navigation through the Program / Moving from Web Page to Web Page
8. Back button in my browser does not work. Why?
In order to enhance the security of resending pages with confidential information,
the back button is not enabled for any browser. If you are in the ordering process,
you can safely exit it if you need to change the order. First click on any tab on
the web page or use the Search button, as this will bring you safely out of the
order process. Find more product to purchase, or re-enter the order process by clicking
on the shopping cart,
. When you re-enter the Shopping Cart page,
you can change the quantity of products or delete products. You can also use the
breadcrumb trail that happens at certain points throughout your transaction.
9. Pressing Enter key brings the program to an unexpected web page.
Because there are no shortcuts on these web pages, keyboard navigation will not
work at all points in the transaction. The user must instead use the mouse to click
on buttons, links and breadcrumbs to navigate the site. For example, when changing
a value in any text box, follow this action by clicking on the corresponding button
to make the change.
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10. What does the Session Time Remaining clock mean?
The Session Time Remaining clock displays the real time remaining in your session.
Each session begins with 15 minutes on the Session Time Remaining clock, which resets
to 15 minutes when triggered by any activity (with the exception of mouse activity)
in the user session. Once the session has expired prior to completing the transaction,
the shopping cart will be emptied and the stock for all items in the order will
be put back into available inventory. As some products are of limited quantity,
limiting the user session ensures that the products in your shopping cart are in stock
and available to be shipped.
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11. How do I find out about VINTAGES Online Exclusives?
You can sign up for VINTAGES Latest e-mail bulletins and be the first to know when
new products are released on VINTAGES Shop Online. Click here to sign up!
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12. What are Bordeaux Futures?
VINTAGES Bordeaux Futures program is a great way to buy top-quality Bordeaux wines
before they are released in the retail market. There is such worldwide demand for
key wines from Bordeaux that producers sell a portion of their wine as Futures that
is 12 to 18 months before bottling, while the wines are still ageing in barrel.
Bordeaux Futures offer significant savings. Most of the wines are later retailed
at substantially higher prices. Futures offerings include everything from up-and-coming
chateaux to illustrious producers such as Latour, Margaux, Lafite Rothschild, Mouton
Rothschild, Haut-Brion, Pétrus, Cheval Blanc, and Ausone.
Many of these wines are produced in very small quantities and are often only available
as Futures. Given the growing demand for top-quality Bordeaux wines, especially
in Eastern Europe, South Asia and East Asia, buying Futures is the best way to secure
VINTAGES offers a huge selection of Futures at prices that will fit the budget of
anyone from new fine wine buyers to long-time collectors.
VINTAGES requires a non-refundable and non-transferable 25% deposit of the total
value of your order. When the wines arrive approximately two years later and are
ready to deliver to your choice of LCBO store, the balance is due.
13. Can I order just 1 bottle?
Yes, there is no minimum ordering requirement. Beginning with VINTAGES 2012 Bordeaux
Futures campaign, customers may now purchase single bottles for all VINTAGES programs,
including Bordeaux Futures.
14. For programs with Future Arrival products, like Bordeaux Futures,
when do they arrive? What quantity of my order will arrive?
With the exception of Bordeaux Futures, most Future Arrival programs requiring a
deposit payment are shipped to our warehouse approximately three to four months
after our initial offer. Upon arrival, products then undergo label examination and
chemical analysis in our LCBO Quality Assurance laboratory. Customers are then notified
that the balance payment and LCBO pick up store is required before delivery. Bordeaux
Futures begin to ship to our warehouse approximately 2 years after our initial offer,
beginning in spring. Due to varying bottling times with each Chateaux, Bordeaux
Futures products ship out in customer orders throughout the stated ‘arrival year’
as they arrive in our warehouse.
15. When is payment due for allocated products?
Payment is due once the allocation has been completed, within two business days
after the order submission deadline. You will be notified by e-mail (or phone) regarding
the status of your order, and provided a payment deadline. Orders not paid by the
deadline will be cancelled, and the products offered first to customers whose orders
were not filled in the initial allocation.
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16. How do I access my Shopping Cart?
When signed in, you should see a Shopping Cart icon in the upper-right corner of any page, , on the website. Clicking this icon will take you to the Shopping Cart page.
17. How come the Shopping Cart has multiple orders in it?
When you order products from different programs, separate orders are created. Future
Arrival programs require separate orders, since payments are still pending on delivery
(completion of the order).
18. What are container deposit fees?
As of February 2007, container deposit fees are applied to all wine, beer and spirit
containers. These deposits will be refunded when you return the containers to the
Beer Store. All prices include container deposit fees where applicable. AIR MILES®
reward miles are not applicable on container deposit fees.
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19. When can I expect delivery of my online order?
Orders are shipped directly to the VINTAGES / LCBO store of your choice, free of
charge, within 2-6 weeks.
20. Does the LCBO ship product throughout Canada and to the U.S.A?
The LCBO does not ship outside of Ontario.
21. I received e-mail notification that my order was short-shipped.
How can this happen if my order was confirmed when I placed it online?
Upon receiving authorization for the credit card charge by the issuing bank, you
will receive an e-mail confirmation of your order. We regret that on occasion that
there may be inventory shortages in our warehouse due to mis-picked orders and breakages.
When your order information is sent to the warehouse for assembly, should the stock
be unavailable due to an inventory shortage, you will be notified by e-mail or phone
and the remainder of the order will be assembled and shipped. You are only charged
for those products, which are shipped from our warehouse.
22. What do I need when I pick up my order?
You will need the credit card used to pay for the order, as well as your final receipt
as proof of purchase. Your final receipt will be e-mailed to you when the order
is assembled and is ready to ship. Please print this out. (If you phoned in your
order, your final receipt will be mailed.) You may also be required to present proof
of age of majority upon pick up of your order. Acceptable proof includes a valid
driver’s licence, passport, citizenship card, and BYID photo identification card.
For information on obtaining a BYID card,
23. I am attempting to print event tickets without success. What can I do?
The event ticket and receipt should appear in a pop-up box; however, some browsers
automatically default to block these pop ups. It may be necessary to temporarily
disable this function to allow the pop-up box in order to print.
For your convenience, the instructions for disabling pop-up blockers in various
browsers are provided. (The Help menu in any browser is also a good resource.)
OS X users:
Click on Safari in your browser menu, located at the top of your screen.
Under Preferences, click on the Security tab.
Under Web Content, locate the option Block pop-up windows.
If there is a check in the box, the pop-up block is enabled. Disable the block by
un-checking the box.
Or use the following keyboard shortcut: Command (Apple) + COMMA (,)
Click on the Gear icon, also known as the Action Menu, located in
the upper right-hand corner of your browser window.
Locate the option Block pop-up windows.
If a check is found to the left of this option, the pop-up block is enabled. Disable
the block by un-checking the box.
Or use the following keyboard shortcut to toggle Safari's pop-up blocker on and
off: CTRL + SHIFT + K
Select the Settings icon.
Scroll down to Safari and select. Under Settings, choose the Security
section and locate Block pop-ups.
Disable by switching to OFF.
iPhone and iPod touch users:
Select the Settings icon.
Scroll down to Safari and select.
In the Security section, locate the option Block pop-ups. Disable
by switching to OFF.
From the Tools menu in the top-right corner of the screen, choose Internet
Options, then Privacy.
Locate the option Turn on pop-up blocker.
If there is a check next to Turn on pop-up blocker, click to remove it.
Click the Apply button at the bottom of screen, then OK.
From the Chrome menu on
the browser toolbar, choose Settings, then Show advanced settings.
Under Privacy, choose Content settings, then Pop-ups.
Select Allow all sites to show pop-ups.
Customize permissions for specific websites by clicking Manage exceptions.
From the Tools menu, select Options, then Content.
Un-check Block pop-up windows.
From the Firefox menu, select Preferences, then Content.
Uncheck Block pop-up windows and click OK.
24. How do I cancel an order?
Unshipped Future Arrival orders with deposit payments may be reduced in quantity
or cancelled in your Order History prior to their arrival in our warehouse. It is important to note that the associated
deposit is non-refundable and non-transferable for product or order cancellations. If you cancel or reduce
your order, you will forfeit all or a portion of your deposit on the reduced items.
Orders where full payment has been processed may not be cancelled online. A refund
may be done at the pickup store with original receipt and applicable credit card
present within the 30 day pick up requirement.
25. Who do I contact if I’m having difficulties when ordering?
Contact VINTAGES at helloLCBO at 416-365-5900, or toll free 1-800-668-5226, Monday-Friday,
8:30am—9pm, Saturday 9am—6pm (except holidays). If your issue is of a technical
nature, please call 1-866-284-8311 for technical support.
26. Where can I have my order shipped to?
Orders can be shipped within the province of Ontario to the LCBO store of your choice.
27. Will I get AIR MILES® reward miles for my online orders?
You may earn AIR MILES® reward miles with your VINTAGES Online orders.
Simply provide your AIR MILES® number at the time of ordering and we
will take care of the rest. AIR MILES® are awarded when orders are paid
in full, and not at the deposit stage for Future Arrival orders. If you are a phone
customer, please have your AIR MILES® information ready to provide to
the helloLCBO agent.
28. Am I guaranteed the products that I order?
Unfortunately we cannot guarantee that your order will be completely filled, as
supplies are limited. In addition, breakages and mis-shipments may result in unforeseen
order shortages. VINTAGES reserves the right to limit and/or revise limits on quantities
on any products in the interest of equitable distribution.
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29. Are there any delivery charges when I order online?
VINTAGES will ship all online orders to the VINTAGES or LCBO store of your choice
throughout Ontario free of charge.
30. What type of payment is required to place an order?
Payment can be made by VISA, MasterCard or American Express. Complete payment information,
including credit card account number, security code, expiry date, as well as the
address associated with the credit card, must be provided at time of ordering.
31. Once I provide my credit card, is my order confirmed?
Credit card payments are processed when your order is placed and the ordering steps
are completed. If the payment cannot be authorized by the bank (e.g., declined,
reported lost or stolen), you will be notified of order cancellation by a screen
pop-up. If cancellation of the order should occur, you will be notified by e-mail.
If you have placed your order by phone, you will be advised immediately if your
card has been declined. Please note when making payment, the address entered during
the Make Payment stage must match the billing address associated with your credit
32. Will I receive a final receipt?
When the order has been assembled by our warehouse for shipping, you will receive
an e-mail with your final receipt attached. If you are a phone customer, the final
receipt will be mailed to you and is required in order to pick up the goods at the
designated pick up location you chose at the time of order. Please print this final
receipt and provide, along with the accompanying credit card as proof of purchase
when you pick up your order.
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33. What are my Social Responsibilities?
When you submit an order, you are representing that you are aged 19 years or older
and that you are not purchasing goods for anyone who is younger than 19 years of
age. The person picking up the order may be required to present proof of age of
majority. Acceptable proof includes a valid driver’s license, passport, citizenship
card, and BYID photo identification card. The designated pick up location may refuse
release of goods upon pick up, if proper identification is not produced or if the
recipient either is or appears to be intoxicated.
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34. What is the LCBO Return Policy?
Customers may return any product (except gift cards) that is in saleable condition
(including Vintages products and beer purchased as a Regular or Tax Exempt Sale)
to any LCBO store provided it is accompanied by the original receipt within thirty
(30) days of purchase. The Customer will be refunded in the applicable tender as
used for the purchase (i.e. debit/cash purchases returned as cash, credit card purchases
returned to original credit card, gift card purchases returned to a gift card, all
mobile or near field purchases will be returned to credit card of origin.) AIR MILES®
reward miles will be deducted on product returns.
All product returns require the customer’s name, address and telephone number and
the customer’s signature to acknowledge receipt of the refund. Customers returning
product must also show valid, government-issued photo ID to verify their identity.
If a customer does not provide this information, the return will not be processed
(see “Collection of Personal Information” section below).
Refunds will not be provided to returns without a receipt. Gift Cards are final
sale and are non-refundable.
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