The Macallan Customer Service FAQ’s

The Macallan Customer Contact Information

Submit an inquiry: www.themacallan.com/en-us/contact-us

Phone: +1 (212) 352-6006

Tracking

Q: Where is my order?

A: Your order can be tracked by the carrier number provided. Each tracking number has a unique URL that will lead to a ReserveBar home page with the current location of your package. In some cases, such as with FedEx you can choose to redirect your tracking to the FedEx homepage associated with your specific tracking number. If you cannot get correct tracking on your package please reach out to our customer service team by visiting this link and they will be happy to assist you.

Q: I received a shipping confirmation, but there are no tracking details?

A: Once your package is labeled and ready to ship, you will receive an email containing your tracking details.

Q: How long will it take to receive my order?

A: Our typical delivery time frame is 5-7 business days.

Q: How can I track my order?

A: Once your order is prepared to ship, you will receive a shipping notification that contains a tracking number. If you do not receive this email, please check your spam folder.

The tracking information will link to FedEx, UPS, or local couriers. Please note that you will not see movement on the tracking number until it has been scanned into the local shipping facility. Once this has been done you can check the tracking number to see when your package will arrive.

We offer Ground Shipping and have a 5-7 Business Day (Monday-Friday) delivery window. Note: Ground shipments are picked up and delivered Monday to Friday. Orders placed on the weekend or on holidays will be processed the following business day.

If you have any questions about your shipping, please call us:+1 (212) 352-6006. Alternatively, please complete the enquiry form here or email contact@themacallan.com

Returns

Q: Can I return my purchase?

A: We do not accept returns unless it is in regards to the following:

  1. Damaged, Missing or Wrong Item: If you receive your order and they find any of the items to be damaged, not there, or not what you ordered. We can either refund you or resend your correct items. On some occasions the fulfillment center will ask you to ship the item back by providing a return label or call tag.
  2. Mistake or Wrong Engraving: If you receive your engraved item(s) and it is wrong in any way we can ask the fulfillment center to re-do the engraving and send a new bottle(s). In some cases the fulfillment center will send a return label for the wrong item.
If it falls into one of these categories, please notify us within 30 days of delivery.

Cancellations/Refunds

Q: How long will my refund take?

A: Once a refund is agreed upon between the customer and our support agent, it will be processed immediately. Please note, if you are sending a package back to us, you will be refunded once the package is tracked for return. Refunds can take 24-72 hours to appear back in your account. This depends upon the bank card that was used and their policies.

Q: Can I cancel my order?

A: You can cancel your order within one hour of placing the order however after the one hour timeframe please be aware that we may need to reach out to our Fulfillment Team first to see if this order can be canceled. If your order has already been labeled or is already in transit we will need to make sure the order can be recalled or pulled from the shipping dock before we can refund. In the event that it does ship and the package cannot be recalled you have the option to refuse the package and have it return to the sender and we can refund you at that time.

Damaged/Missing/Wrong Product

Q: What if I receive wrong or damaged item(s)?

A: We work hard to ensure that orders processed through the ReserveBar network are fulfilled to a high standard. If you received the wrong item, a damaged item, or an incomplete order, please take the following steps to alert us.

If possible, take a photo of the item(s) in question., Including the photo if available. We will respond to you within two working days.

Q: I am missing items from my order

A: While we do our best to ensure that orders with multiple products arrive together, it is not always possible.

In most cases when we need to ship separately, the products will arrive within 24 hours of each other.

If it has been over 24 hours and you have not received all of your items, please call us at +1 (212) 352-6006. Alternatively, please complete the enquiry form here or email contact@themacallan.com

Q: My order came without the box

A: Some products ship without the box because that is by design. If there is supposed to be a box included it will ship with the item ordered. On some more delicate boxes they may be flattened and shipped within the packing materials so there is no damage.

If your item came without a box that was pictured in on the ordering page we will send a box as quickly as possible.

Q: My box was damaged

A: Although we do package each order with great care sometimes the boxes that the bottles come in can get damaged. If a box is more delicate or rare we will sometimes flatten the box and ship it within the packing materials for added protection. In the event that our best efforts result in a damaged box we will do our best to ship a replacement box right away.

Shipping

Q: Will adding giftware to my order affect the delivery time?

A: Most orders will ship within 5-7 business days, however we may ship your giftware separately to any whisky which you may have ordered. Please expect that the order will arrive in two separate packages and may not be delivered on the same day.

Q: Can you ship to a military base?

A: Due to security restrictions, we are unable to ship to military bases.

Q: Can you ship to a post office box?

A: We are unable to ship merchandise, wine, champagne and spirits to P.O. Boxes.

Payment

Q: How can I be sure pricing is not included with my gift?

A: When your package ships, a packing slip will be included with the item(s). This contains the billing and shipping addresses, a list of the item or items in the order, and any personalized messages that were engraved on any of the bottles. The packing slips do not include pricing information. If you require an invoice, please refer to the order receipt email that you received when you placed your order.

Q: My card was declined. How can I get my order to go through?

A: Due to our strict verification policy, which is in place due to a high rate of fraud for certain products, if we cannot verify that all your information is correct we cannot process your order. You will either have to contact your credit card company and have them rectify the situation or provide us with another credit card to be used for purchase. If all information is verified and satisfactory to our credit processing department, your order will then be processed.

Please note that we utilize a technology-based service to approve transactions. We apologize for the inconvenience caused in the event that one of our customer service representatives contacts you because your order is “flagged” as a potential unauthorized or fraudulent transaction. It may be just a matter of your transaction triggering an anti-fraud alert to us. We value your patronage and respectfully request that you allow our customer service to inquire further with you for additional information that will rectify the anti-fraud concern. We hope that you understand that the process we employ helps reduce fraud and allows us to keep prices competitive for all customers.

Gift Cards

Q: How do I send a gift card to someone else?

A: Gift cards are sent electronically to the purchaser and can then be printed or forwarded to the recipient. We are currently unable to include gift messages with gift card orders.

Q: How long is my gift card valid for?

A: The gift card has no expiration date.

Q: How can I check the balance of my gift card?

A: The gift card value will be included with the email you receive upon purchase. To check the balance of your gift card, please contact themacallan@reservebar.com.

Additional Questions for ReserveBar Order

Q: I didn’t receive an order confirmation.

A: Once your order is placed, an order confirmation email is sent. If you did not receive it, please check your spam folder.

If you have any questions, please complete the enquiry form here or email contact@themacallan.com

Q: How old do you have to be to place an order?

A: Yes, you need to be 21 or over to place an order with ReserveBar

In order to remain compliant with federal laws that govern the shipment of alcohol, please ensure that there is an adult age 21 or over available to sign for the delivery at the shipping address you specify. A valid ID may be required upon delivery. By utilizing the ReserveBar platform, you are representing and confirming that both the ordering customer and the recipient are at least 21 years old.