We’re happy to answer any questions about your Wally’s experience. Wally’s Customer Support team is standing by to help you with orders, recommendations, and more.
To speak with Customer Support, you can call our representatives Monday – Friday 10:00 am – 5:00 pm at (310) 475-0606.
You can also fill out the contact form and a member of our team will respond within 24 hours.
Or, keep scrolling for answers to frequently asked questions.
FREQUENTLY ASKED QUESTIONS
Find answers to common questions we hear. If you have a question not addressed here, get in touch with our friendly and helpful Customer Support team.
I’M GETTING A GIFT FOR SOMEONE…
Can I include gift wrapping with my order?
Our retail teams at Wally’s in-person locations are happy to provide gift wrapping for in-store or pickup orders. However, we are unable to provide gift wrapping for online shipments.
If you want your online order to be gift wrapped, please select the Buy Online Pick Up In Store option to have a retail associate wrap it for you upon pickup.
Can I write a gift message on my order?
Absolutely. When you reach the Order Page, there will be a message box where you can include a gift message for your recipient. If you need assistance, feel free to contact Customer Support at (310) 475-0606.
Can I buy a Wally's Gift Card?
Wally’s offers Gift Cards in denominations from $50-$1,000 available for purchase on our website.
Additionally, you can purchase Gift Cards with custom amounts through our in-person retail stores or by calling Customer Support at (310) 475-0606.
How can Wally’s Gift Cards be redeemed?
Gift cards can be redeemed in person at Wally’s Beverly Hills or Wally’s Santa Monica, in our restaurants or retail stores.
If you would like to use a Wally’s Gift Card at Wally’s Las Vegas, please contact Customer Support ahead of your visit.
Please note that we are unable to process online web orders paid by a gift card at this time. If you’re unable to visit Wally’s in person, however, you can redeem a gift card via phone order. For phone orders, please call Customer Support at (310) 475-0606 and our team will take care of your order.
AFTER I’VE PLACED MY ORDER…
When will my order arrive?
Shipping times vary depending on the method you select and the carrier’s timing. Most shipments go out within 3-5 days after the order has been placed. If you would like an order expedited, please contact Customer Support at (310) 475-0606.
Is a signature required for my delivery/shipment?
Yes, to comply with laws and regulations Wally’s must require a signature for all order shipments, even if it does not contain alcohol. Our carriers will attempt the delivery three times before the order is returned to us. If an order is returned, it will incur a 20% restocking fee.
What happens if I miss my delivery/shipment?
Our carriers will attempt to deliver your order three times before the order is returned to us. If you entered the wrong address, missed the delivery, or refused your delivery, it will be returned to our warehouse and a 20% restocking fee will be applied.
If you want to attempt another delivery, please contact us to set up a new order by calling Customer Support at (310) 475-0606.
How do I get my Pickup Order?
If you placed a Pickup Order, it will be sent to the Wally’s retail location you selected. Once it arrives, a member of our retail team will personally call to inform you it’s available to pick up. If you don’t hear from us within a week, please call the store you selected for pick up.
I NEED HELP PLACING AN ORDER…
How do I place an order online?
When browsing our website, add items to your shopping cart by selecting the “Add to Cart” button next to each item. When you’re finished shopping, click on the “Cart” and then “View Cart” buttons to review your final order. You can remove items or edit the quantity of each item on this page. When you’re ready to check out, click “Proceed to Checkout” and follow the payment instructions.
Please note that items in your cart are not reserved until you finish checking out. They might be purchased by other customers before you complete your order.
How do I place an order over the phone?
Please call Customer Support at (310) 475-0606 Monday – Friday 10:00 am – 5:00 pm and a member of our team will be happy to help place your order by phone.
How do I place an order for multiple recipients?
Add all items to your cart and then select "View Cart" from the shopping bag drop down menu. Once in your cart, select "Checkout With Multiple Shipments." Fill in the quantity and address for each recipient then click "Update Qty and Addresses."
Will I receive a confirmation?
Yes, you will receive an email confirmation from Wally’s once your order has been placed.
I don’t know what to order, can you give me a recommendation?
We’re happy to provide suggestions on bottles to enjoy at home. Feel free to call Customer Support at (310) 475-0606 to speak with a team member. Or, fill out our Contact Form above and we’ll get back to you within 24 hours.
Will my order arrive in the brand packaging?
The original packaging is not guaranteed with your order. If you would like to request original packaging, please contact Customer Support and we’ll look into whether this is available.
I HAVE QUESTIONS ABOUT MY ORDER STATUS…
How can I check the status of my order?
You can check on your order status by logging into your Wally’s account on our website. Once there, view your order history and track the status of each order you’ve placed.
You can also enter the tracking number at www.fedex.com to see the most up-to-date details of your shipment.
Or, feel free to contact Customer Support and a member of our team will be happy to look up the latest details of your order.
I placed an order. Why does my account still say “Order Processing”?
Our normal processing window for orders is 3-5 business days. This gives our warehouse time to source items for your order that may be coming from a different retail location. If you would like an order expedited, please contact us at (310) 475-0606.
In addition, shipping to some states may incur additional time due to carrier processing.
After your order has been processed, your account will be updated with a tracking number for your shipment.
If your account still says order processing after 5 business days, please contact us at (310) 475-0606 or by using the Contact Form.
When will my Will Call order be ready?
Please allow 1-3 business days for all website orders with Will Call Pickup. You will receive an email notification when your order is ready for pick up.
All Will Call orders require a valid photo ID to be presented at pickup.
Will Call orders will be held for 30 days from the date of purchase. Orders not picked up within 30 days will be cancelled, refunded, and returned with a restocking fee equal to 20% of the total purchase.
I HAVE QUESTIONS ABOUT TRANSACTIONS…
Do you charge tax on website orders?
All orders that are picked up or shipped within California are subject to California state and local sales tax.
Orders that are shipped to New Hampshire are subject to New Hampshire state sales tax of 8%.
Orders shipped to North Dakota are subject to North Dakota state tax of $2.50/gallon of spirits and $.50/gallon of wine.
Orders shipped to any other location will not be subject to tax.
How will the transaction appear on my bank statement?
Please note that your purchase from Wally’s will show as a transaction with Southwest Wine and Spirits.
Do you accept international orders?
We are unable to ship website orders to international addresses. For international shipments and inquiries, please contact Customer Support at (310) 475-0606.
What if it becomes too hot or too cold to ship my order?
Wally’s takes great care to ensure every order is delivered under safe conditions for its contents. When the weather reaches periods of extreme heat or cold, we may delay shipping your order at our discretion to avoid heat or freezing that could compromise your order.
If it’s necessary to put a hold on your order until the weather returns to safe temperatures, we will notify you by email. If you wish to expedite shipping, please contact Customer Support to learn about shipping options.
What is Wally’s order policy?
All orders shall be accepted at our sole discretion but will normally be accepted if the goods that you order are available and your credit card is authorized for the transaction. We will contact you if there are any problems with your order. Prices quoted to you are the prices set at the time.
WHAT IS WALLY’S FUTURES POLICY?
All Futures orders are subject to confirmation. Payment is due in full at the time of purchase by cash, check, bank transfer or credit card (Visa, Mastercard, Discover, American Express). California sales tax is not charged at the time of purchase. For orders delivered in California, sales tax will be due at the time of fulfillment. All futures purchases are non-refundable.
The customer is responsible for any and all Import Duties that may apply to any purchase of wine and/or alcoholic beverages, including those Import Duties in effect after the customer purchases the wine and/or alcoholic beverage but prior to the importation of the wine and/or alcoholic beverage.
Customer cannot cancel any purchase, seek rescission of any agreement or contract, or fail to make timely payment for any purchase because of any applicable Import Duties, the adoption of a new trade policy, or renegotiation or termination of certain existing bilateral or multilateral trade agreements.
Wally’s may provide an estimated time of arrival for the wines you have ordered as guidance; this is not a promise or guarantee of any specific delivery date. While we make every effort to receive wines within the estimated time of arrival, based upon release and importation schedules, shipments can often be delayed. By buying futures, you accept that delayed arrival is not a valid reason for the cancellation of your order. We will notify you when your wine has arrived and is ready for fulfillment.
I WANT TO VISIT WALLY’S IN PERSON…
Can I make a reservation at your restaurants?
Yes, reservations are available at Wally’s locations in Beverly Hills, Santa Monica, and Las Vegas. Please visit our Reservations page to reserve your table.
For large parties or inquiries about our private dining options, please contact privatedining@wallywine.com.
When are you open?
To view current Wally’s hours and information, please visit our Locations page.