Frequently asked questions

About the Box

What is Wags & Wine?

Wags & Wine is the first and only wine subscription box for both you and your dog. Our mission is to connect dog crazed wine enthusiasts with smaller production wineries, and limited ingredient dog treats and goodies. It’s time to bring an at-home, one of a kind, experience to customers and their dogs!

What will I find in my subscription box?

Each month, your Wags & Wine subscription box will include 2 bottles of wine, 2-4 dog products (depending on your subscription or how you've built your box). Be on the lookout for free extras and surprises, too!

Will I ever receive the same products?

It is possible, but would not be frequent. If you do receive the same wine or dog product, it is likely because it was a crowd pleaser and customers have asked for it back. It will have been several months, before receiving again, or at least not in the same quarter. If you are a Quarterly subscriber and you receive the same item again (and are unhappy about that), please reach out and let us know. Also considering upping your frequency or Build Your Own Box.

How do you compare to BarkBox?

Our box includes items for your pet, like BarkBox, but that is where we believe our similarities end. We include WINE! Unlike BarkBox, we focus on supporting small businesses and producers. Many of our customers have shared complaints about BarkBox toy and treat quality, so we do not compare ourselves to them.

As a small business, we don’t have the luxury to create mass produced toys and treats at minimal cost. If that is what you are after, we are not the box for you, and that's ok!

Instead, we prioritize high-quality, thoughtfully sourced items. Our standard boxes include a bag of treats, a chew (typically unwrapped to limit our use of plastics and reduce waste), and a branded bone cookie. As of 2024, we’ve also started including more bonus items each month, like the tennis balls, squeak toys or themed seasonal cookies, to add extra value for our customers.

Subscriptions & Accounts

What are the subscription options?

All subscriptions have the choice of monthly, every other month or quarterly shipment frequency.

We have 3 subscription options. The 1st and 2nd are curated options, Classic box or Premium box. The 3rd option is Build Your Own Box (BYOB). The biggest difference is whether or not you want your products to be curated for you, or you want to choose your products yourself. See the product differences here.

What is the difference between Subscribe and Build Your Own Box?

If you choose 'Subscribe' on Classic or Premium, you will be selecting our original model of having the Wags & Wine team curate your boxes for you. You have the option for the Classic Box or the Premium Box. The main differences being the region and price point of the wines, and the quantity and size of the dog items. You can let us know of any dog allergies, but feel free to shoot us a note if any definite 'do-not-wants' in your box!

If you prefer to 'Build Your Own Box' you will be able to choose your 2 wines and 3-5 dog products (or extras) that you like from our current list of product offerings.

How do I skip a shipment or cancel?

Head to your Account page and go to 'Manage Subscriptions'. Click on the Active Subscription you wish to edit, and click the 'Manage Subscription' button.

From here, you will see a 'Skip Shipment' button and the 'Cancel Subscription' button.

If you have Build Your Own Box subscription, you will do both of these things from the 'Delivery Schedule' header in your account.

If you wish to change your subscription, please click on the 'Product' on the left-hand side, and choose the other variants available.

Why can't I login to my account?

After any purchase, Shopify will send an email to the customer titled "PLEASE READ! Customer Account Activation". Be sure to check your email after you first subscribe and activate your subscription account. Otherwise the system will not have a record of you and you will NOT be able to login.

What if I use a 50% discount code?

Please keep in mind that per the disclaimer on the checkout page, and in our Subscription cancellation policy, the use of any 50% discount code requires an additional shipment after the code has expired. 

As a small business, we're thrilled to offer special discount codes to our first-time customers as a warm welcome. However, we kindly ask for your understanding that these discounts are a one-time courtesy for customers who intend on becoming recurring subscribers. Regular pricing on future orders helps us sustain our business and continue providing you with the best products and services. We thank you for supporting our small business.

Gift Subscriptions

How do gift subscriptions work?

Gift subscriptions work very similarly to regular subscriptions.

From our Gift page, choose whether you would like to gift a Premium or Classic box (Build Your Own Box is not available as a gift option). Next choose the subscription length.

All gift subscriptions require payment in full upon purchase. Shipping will be charged monthly for 3 month and 6 month gifts.

How to shipping charges work for Gift subscriptions?

The first month of shipping charges will be included in the price at checkout. Any additional months will have shipping charges billed monthly. Price varies depending on shipping zone.

For example, if a 3 month subscription if gifted to a shipping address in California, a $15 shipping charge will be included at checkout, and $15 will be charged on the 1st of the month for months 2 and 3 of the subscription gift.

All subscriptions end automatically with no recurring subscription charges, other than shipping for 3 month and 6 month gifts.

How do I continue my subscription after my Gift has ended?

All subscription box gifts will end after the purchased subscription length has ended.

If you would like to continue receiving Wags & Wine boxes, AWESOME! Please create an account and subscribe on the website as if you are purchasing a new subscription.

Can gift recipients choose their own products?

At this time, only regular subscriptions, in which the customer is in control of the account, has the ability to use the BYOB feature.

Should the gift recipient choose to continue with Wags & Wine boxes after receiving their gift, at that time they will be able to take advantage of the BYOB feature with a regular subscription.

Build Your Own Box

How do I build my own box?

Choosing BYOB is easy, and fun! If choosing the build your own box option, your box will start at a base price of $59.99 (for 1 month). Go to Shop > Subscribe> and select 'Build Your Own Box'. Prices of the wines and dog products will vary, as well as your "box total" depending on which products you choose.

What if I don't want to build my own?

You don't have to! Our original box model does not have our customers building their own box, but instead having Wags & Wine curate the items in the box for them. If you are a current customer and do not want to build your own, you simply do not need to do anything to your subscription each month. If you are a new customer, just choose 'Subscribe' instead of Build Your Own Box. Both are subscriptions with the same frequency option.

How do I change the products in my Build Your Own Box?

Head to your Account (be sure to check your email after you first subscribe to activate your subscription account, otherwise the system will not have a record of you), and under your Subscriptions, choose the item you wish to swap, and click Manage Subscription.

Select the product from the left hand side of the page, and you will see a pop up on the right hand side with the button "Swap Product". From there, you can choose a different item of the same category.

Why is there an upcharge when I add certain items to my box?

Our original standard box price for our Classic subscriptions has always included 2 wines of a certain price point and 3 dog items of certain size and combination. By choosing these similar items in your BYOB, there would be no additional charge (for example, 2 wines with $0 price tag, 1 large dog item with $0 price tag, 1 medium dog item with $0 price tag and 1 small dog item with $0 price tag).

Should you wish to include more than 1 large dog item, or more than 1 medium dog item, etc. this will incur an add-on fee for the additional cost of more product in the standard price box plus the weight of the box for shipping.

What combinations of products can I choose?

Our Wags & Wine boxes come in one size. Therefore, certain sizes and combinations of items are included in the base box price, and only certain combinations and sizes will fit in the box.

For example, 1 large item (bag of treats), 1 medium item (a chew or bone) and 1 small item (a small cookie or poop bag) are included in the base price if all priced at $0.

Selecting additional items, additional larger sized items or premium items can be included, but will come with an add-on charge. You may continue choosing items until the maximum quantity and size of items has been reached.

Once a certain size of products has reached its maximum allowance (for example, 2 large dog items from the 1st category), all other items in that category will be unable to be added to your box and you will have to move on to the next section of buildable items.

The Wines

What wines will I receive?

Wags & Wine will be curating new wines every month and adding them to our Cellar.

With our original subscription model, we choose the wines for you each month. We feel that being surprised with great wine is half the fun!

If there is something you are absolutely opposed to receiving, please put it in the “notes” box upon checkout and we will do our best to accommodate.
If choosing your own wines is a must for you, please help yourself to building your own box!

Am I able to choose the wines I want?

If you select to Build Your Own Box that month, yes! This is a new 2023 feature we are very excited about.

What wine price points can I expect?

While price points don't always mean good (or bad) wine, we like to offer our customers a variety of styles and price points.
For Classic boxes, you can expect wines that range between $12-$25 per bottle. For Premium boxes, you can expect wines that range between $20-$40 for whites and rosé, and $30-$50 for reds.

The Dog Products

Are the dog products healthy?

Although Wags & Wine does not manufacture any of the products found in your box at this time, we do our very best to ensure that every single ingredient in the products we source has been researched and verified as safe for your dog. We put extra time and effort into making sure that they are not only safe, but that they also provide benefits such as adding essential vitamins and minerals, healthy fats and allergen free options. We also strive to provide a variety of different types of treats that we source with different textures from soft and chewy, to a crispy biscuit.

Are the dog toys safe?

We stand behind the products in our box, and we would never send anything that we wouldn’t give our very own beloved pups. The toys we select for our boxes are manufactured in the U.S. (sometimes Canada) and, as often as we can, are made with non-toxic quality materials.

Please note, we do always recommend supervised play as all dogs have unique play styles. If the structure of a toy is ever compromised please throw the item away to minimize risk of ingestion.

Please see our terms & conditions for more information on liability.

Payments & Billing

When will I be charged?

New subscribers will be charged at the time of subscribing. All active subscription renewals will be billed on the 1st of each month. At this time, we are unable to change the billing date.

Can I change my billing date?

At this time, we cannot change the billing. All subscriptions have a billing date of the 1st of the month, and all orders will be shipped either the first or second monday of the month, depending on when we receive the goods and get the boxes packed..

Shipping

Where do you ship?

The regulatory environment for shipping alcohol to consumers nationwide is an extremely complex and ever changing landscape. The rules around where we can and can’t ship are changing constantly along with the shipping rates. The list of states in our drop down menu at checkout is not necessarily representative of where we can legally ship.

Please submit your order and our processing team will check it for compliance. If there are any issues with your order we will contact you. To find the current shipping rate, simply add a product to your shopping cart, click on checkout, fill in the ship to state on the checkout page and our shipping calculator will show the available services and rates to that state. Wags & Wine reserves the right to change the flat rate shipping charges at any time.

Why do you charge for shipping?

We know paying for shipping sucks, but wine is HEAVY, and costs much more to ship than your average box. While we could have hidden the cost of shipping in the price of the box, like many companies do with their products, and offer free shipping – we didn’t think the value of the box was accurately portrayed.

We are doing our best to get shipping costs down, so please bear with us while we navigate this. We hope to offer lower shipping costs as we continue to grow!

Depending on your location, we offer UPS Flat Rate Ground of either $10, $12, $15 or $20, and 25% off 2 day and 3 day.

Additionally, by law, wine must be purchased, and signed for at the time of delivery, by a person at least 21 years of age.

Can I change my shipping date?

At this time, we only ship boxes once per month, likely the 1st Monday of the month (or the 2nd Monday if the 1st Monday falls during a holiday week). We hope to be able to offer chosen shipping dates in the future. Please see our Shipping Schedule for more accurate information on shipping dates.

If you know you will be unavailable to sign for your package or unable to ship it elsewhere, please contact us with your order number and we will do our best to accommodate.

Help! I am not home, can you re-route my package for me?

As the sender, our only ability is to re-route your box to a UPS Customer Center. Please keep in mind this is different than a UPS Store (which are independently owned).

A UPS Customer Center is a UPS-owned and staffed shipping location equipped to assist you with any UPS international, air or ground package shipment. Most UPS Customer Centers are located on-site at UPS-operated facilities nationwide, and they are more frequently found in metropolitan areas. Hours of operation vary by location.

Change of shipping address or date costs a substantial fee and we are unable to provide that service as the sender, but it is an option of the customer if you contact UPS directly.

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Delivery

Do I need to be home for my delivery?

YES! Wine requires a 21 and up signature upon delivery.

With UPS, there will be 3 delivery attempts (once each day for 3 consecutive days). They typically leave a slip of paper at your door saying that they attempted to deliver. These notices generally have a phone number to call and/or the address of their local depot. In most cases, you can arrange to pick the package up there.

If the customer still does not sign after 3 delivery attempts, the shipment will be held at their local center for 5 days before being returned to wags & wine. If that happens, we’re sorry but we’ll need to charge you to ship it again.

When will I receive my box?

Boxes currently ship once per month, on the 1st or 2nd Monday of the month.

What is if I miss my delivery completely?

The customer will incur a $25 return to sender fee (we incur from UPS, and pass on to the customer). The customer with also be charged the cost to re-ship, if the box is returned to us and reshipped a second time.

This is why we stress to track your package and ensure someone is able to accept and sign for the package to avoid additional charges. Shipping charges are never, under any circumstances, refundable.

UPS My Choice®

What is UPS My Choice®?

UPS My Choice® is FREE and gives you the ability manage all of your deliveries more easily. If you sign up for UPS My Choice® with the same email and address as your Wags & Wine shipping address, you will receive live updates on your package and when it will be delivered, sometimes within a 2 hour estimated window!

Why should I sign up for UPS My Choice®?

Due to the your Wags & Wine box needing a 21 and up signature for delivery, this will lessen the instances of missed packages. We highly recommend this for all customers.

How much does it cost?

Nothing, it's FREE! If you wish to have additional abilities, the typical cost is $9.99 annually.

Returns & Refunds

What is your policy on Refunds and Returns?

Please see our Refund & Return Policy for more information. If there is a problem with your box, please reach out to us directly.

Quick Questions

Why aren't your prices lower?

Our goal with Wags & Wine is to connect wine loving dog owners with unique wines and healthy dog products. We believe in sourcing products that you cannot always find at your local wine shop, and products with high quality ingredients that are good for you as well as your dogs. With this, that limits our ability to charge a lower price point. We realize that by doing this, our subscription box will not be for everyone, as our business model is not to provide the lowest price, or value deal wines.

For the Wags, our primary focus is sourcing healthy, limited ingredient, natural dog treats from under-the-radar dog treat companies. We want to support the underdog (pun intended) and smaller, or lesser known, businesses. In addition, dog treats and toys made in the U.S. with non-toxic, quality ingredients, is a smaller market. This makes it much more challenging to source, and in turn, increases the cost to find such products, rather than outsourcing.

For the wine, our primary focus is sourcing wines from small (or “boutique”) vintners (for Premium boxes) that are hand-crafted, small-lot and family-owned. Many of which are unavailable anywhere else outside of the wineries that created them. To produce wines for the ‘extreme value’ category, a winery must have a very large commercial production. Due to the smaller production of these wines, our suppliers do not have the luxury of charging an aggressively lower price point like the large wine producers. Most bottles from these boutique wineries retail between $28-45 per bottle.

All of this increases production costs for our suppliers. We hope you understand our vision, and that we are doing everything we can to provide you the best possible price for unique, quality products.

Will I be charged sales tax?

Sales tax will be collected in states where we are required to by law.