FAQS
Order Help
Q: How do I contact support?
A: Having issues with your order? Check out our frequently asked questions below to find your answer
- If you are still experiencing trouble with alcohol orders, email our customer service team support@accelpay.io
- If you are still experiencing trouble with merchandise orders, email our customer service team info@pendletonwhisky.com
We ask that you please allow 3 business days for our team to get back to you.
Q: What are your customer service hours?
- A: Our alcohol customer service team is available to you Monday to Friday, from 7am - 7pm EST with limited availability on the weekend
- A: Our merchandise customer service team is available to you Monday to Friday, from 9am - 8pm EST with limited availability on the weekend
Q: How do I check my order status and tracking number?
A: Upon logging into your account, you will see your order history and tracking information.
If you don’t have an account with us, you may send an email with your order number, name, and email address to one of the following for additional support.
- Alcohol order support contact, support@accelpay.io
- Merchandise order support contact, info@pendletonwhisky.com
Our customer service team will get back to you within 3 business days.
Q: There is something wrong with my order, what do I do now?
A: We're so sorry to hear your order arrived in less than perfect condition! If your item is damaged or incorrect, please contact us at support@accelpay.io for alcohol orders and info@pendletonwhisky.com for merchandise orders within 7 days of receipt. Please include your order number, name, email address, a brief explanation of the issue, and a photo of the damage. We will then work with you to arrange a return, replacement, refund or credit within 3 business days.
Q: How do I cancel or change my order?
A: Please review your order carefully before placing it. Once your order is placed, we cannot guarantee accommodating changes after the processing and shipping stage has been completed. You can request support at support@accelpay.io for alcohol orders and info@pendletonwhisky.com for merchandise orders.
Please include your order number in the subject line and we will determine if we can solve the issue.
Q: What payment methods are accepted?
A: We accept standard credit cards such as Visa, Mastercard, American Express, Discover, and Diners Club. We also accept payment methods like Apple Pay, Google Pay, and Shop Pay (please note that these need to be set up via your device applications if you would like to use these to place your order).
Q: What is your refund policy?
A: For alcohol orders, you can request a cancellation or refund up until your product has shipped. Once your product has been delivered, we are unfortunately unable to offer any refunds. If you are unhappy with the product or have any other concerns you can always reach out to support@accelpay.io!
For merchandise orders you can request a refund on any new, unopened items within 30 days of delivery. If the refund is a result of an error on our part, we will cover the shipping cost by providing a return shipping label and we will send a replacement item. Otherwise, shipping costs cannot be refunded. To request a refund, please contact the customer care department by email at info@pendletonwhisky.com.
Pre Order Help
Q: What is a pre-order?
A: Pre-orders are advance purchases made on new and/or limited time products that are scheduled to be shipped at a future date.
Q: When will my credit card be charged if I place a pre-order?
A: Your credit card will be charged the moment you place your pre-order.
Q: When will I receive a product that I pre-ordered?
A: Pre-ordered products typically ship within 30 business days after purchase deposit. In the event there is a fulfillment delay, our customer service team will contact you via email with a new expected delivery date.
- Alcohol Pre-Orders: Please note that if you combine in-stock and pre-order items into one purchase, all items will be shipped when the pre-order is fulfilled. If you have not received your pre-order and have further questions, please contact our customer service team at support@accelpay.io.
- Merchandise Pre-Orders: Please note that if you combine in-stock and pre-order items into one purchase, the in-stock and pre-ordered items will ship separately and you will receive two separate shipping and delivery confirmation emails. If you have not received your pre-order and have further questions, please contact our customer service team at info@pendletonwhisky.com.
Shipping Help
Q: How much is shipping?
A: Shipping charges will be displayed at checkout. The charges are based on the shipping method selected, your location and the weight/dimensions of your selected items.
Alcohol Orders: Please reference the chart below for an estimated delivery cost by state.
|
State |
Average Shipping Cost |
|
AK |
We do not ship to this state |
|
AL |
$21 |
|
AR |
$18 |
|
AZ |
$17 |
|
CA |
$19 |
|
CO |
$17 |
|
CT |
$14 |
|
DC |
$12 |
|
DE |
$16 |
|
FL |
$17 |
|
GA |
$15 |
|
HI |
We do not ship to this state |
|
IA |
$15 |
|
ID |
$16 |
|
IL |
$14 |
|
IN |
$16 |
|
KS |
$14 |
|
KY |
$19 |
|
LA |
$14 |
|
MA |
$19 |
|
MD |
$15 |
|
ME |
$15 |
|
MI |
We do not ship to this state |
|
MN |
$17 |
|
MO |
$18 |
|
MS |
$33 |
|
MT |
$15 |
|
NC |
$14 |
|
ND |
$19 |
|
NE |
$14 |
|
NH |
$14 |
|
NJ |
$16 |
|
NM |
$16 |
|
NV |
$15 |
|
NY |
$16 |
|
OH |
$18 |
|
OK |
$21 |
|
OR |
$20 |
|
PA |
$14 |
|
RI |
$20 |
|
SC |
$13 |
|
SD |
$20 |
|
TN |
$15 |
|
TX |
$15 |
|
UT |
We do not ship to this state |
|
VA |
$16 |
|
VT |
$19 |
|
WA |
$14 |
|
WI |
$15 |
|
WV |
$16 |
|
WY |
$19 |
Local Delivery with DoorDash is available for Manhattan, New York up to 59th Street, the rate is $7 which includes taxes & tips.
Please note that your order will be delivered straight to your door and will require an adult signature and ID check upon delivery.
Merchandise Orders:
Shipping charges will be displayed at checkout. The charges are based on the shipping method selected, your location and the weight/dimensions of your selected items.
Q: Who will ship my product?
A: Orders are fulfilled by different parties based on the product type, Alcohol and Merchandise.
- Alcohol orders are fulfilled by licensed 3rd party retailers in the AccelPay network. Retailers use a variety of fulfillment carriers including FedEx, GLS, and UPS.
- Merchandise orders are fulfilled by Pendleton Whisky out of its Warehouse in NJ.
Q: What is the turnaround time between placing an order and receiving the order?
A: Orders are fulfilled by different parties based on the product type, Alcohol and Merchandise.
- Alcohol orders typically will take 4 to 8 days from order date, depending on location. Our retail partners fulfill within 1 - 3 business days and ground shipping Local Delivery with DoorDash ships immediately and within the same day of the order being placed. DoorDash will send an SMS notification to the customer with the expected Delivery times.
- Merchandise orders are typically fulfilled within 1 business day, excluding weekends and all postal holidays.
Q: Can an order that has been shipped be tracked?
A: Yes, once your order is shipped, you will receive an email with the carrier name, order and tracking number.
Q: Do I have to be at home to receive my alcohol order?
A: Yes, someone 21 or older with a valid ID must be available to sign for the products.
Q: Why is a signature required for alcohol shipments?
A: By federal law, only individuals of 21 years and older are allowed to buy alcoholic beverages. Because the product is shipped or delivered, the carriers must make sure that the purchaser as well as the recipient, on his/her behalf, is 21 years and older. If no signature can be collected, the carrier will leave a notice for a second or third attempt or further shipping instructions. After that, the shipment will be returned to the sender at cost to the customer.
Q: Where do you ship?
A: Orders are fulfilled by different parties based on the product type, Alcohol and Merchandise.
- For Alcohol orders our retail partners can fulfill orders in the US except for the following states: AK, HI, MI, UT.
- For Merchandise orders we can ship to the following countries: US, UK, Canada, Australia, Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Ireland, Mexico, Netherlands, New Caledonia, New Zealand, Norway, Spain, Sweden & Switzerland.
Q: What shipping methods do you use?
A: Orders are fulfilled by different parties based on the product type, Alcohol and Merchandise.
- For Alcohol Orders: Our orders are fulfilled by licensed 3rd party retailers in the AccelPay network. Retailers use a variety of fulfillment carriers including FedEx, GLS, and UPS. We also have On Demand Delivery services for Alcohol products via Local Delivery with DoorDash available for Manhattan, New York up to 59th Street.
- For Merchandise orders: We offer ground and express shipment options via USPS. We can ship to a PO Box and an APO/FPO address if you select USPS Priority Mail. Your entire order must ship to one address. If any items are on backorder, the order will be held so it can ship complete. Please allow 1 business day for your order to process prior to shipping.
- USPS Priority Mail Shipments: Orders shipped USPS Priority Mail are typically delivered within 5 to 7 business days from shipping date. We CAN ship to a PO Box and an APO/FPO address using USPS Priority Mail. No orders are processed on weekends or major holidays.
- USPS International Shipments: Orders shipped USPS International are typically delivered within 10-14 business days, however, there could be delays due to International Customs. No orders are processed on weekends or major holidays.
Q: Can I have my order ship to a PO Box?
A: Alcohol Orders: At the present time we are unable to ship orders to PO Boxes. All orders require someone 21 or older with a valid ID to sign for the products.
Merchandise Orders: We can ship to a PO Box and an APO/FPO address if you select USPS Priority Mail.
Q: How are alcohol orders shipped?
A: In the United States, federal law mandates a three-tiered system of alcohol distribution. The first tier, who are the producers or importers of alcohol products, can only sell to the second tier, who are wholesale distributors. This second tier can only sell to the third tier, who are licensed retailers, and only the third tier can sell alcohol products to the public.
When you place an order for an alcohol product online, the order is sent to a licensed retailer (i.e. the third tier) to be fulfilled. If the selected retailer does not have the needed product in stock, they may need to wait for a shipment from the wholesale distributor (i.e. the second tier), who may in turn need to wait for a shipment from the producer or importer of the product (i.e. the third tier). When a Pendleton Whisky order does not ship at the expected time, a delay at the first or second tier of this three-tiered system is often the reason.
When the retailer has the needed product(s), they ship your order via ground shipping. Most orders ship in just 3-5 business days.
Discounts, Promotions, and Coupon Codes
Q: How can I get a discount on my order?
A: Alcohol orders: We currently do not offer discounts on our products. The price that you see at checkout will be the final price of the product.
Merchandise Orders: We offer Percent Off and Dollar Off Discounts as limited time offers, via email and/or other promotional campaigns. We encourage you to sign-up to our newsletters to stay informed of promotions when they are available. Please sign-up here to be added to our mailing list.
Q: How can I get Free Shipping on my order?
A: We offer free shipping as a limited time offer, via email and/or other promotional campaigns. We encourage you to sign-up to our newsletters to stay informed of Free Shipping promotions when they are available. Please sign-up here to be added to our mailing list.
Product Help
Q: What can I do if an item I’m interested in is currently out of stock?
A: We diligently strive to keep ample quantities of all the items we carry. In the event that an item goes out of stock, you will have the option to get notified when the item becomes available for purchase. Simply click on the “Notify Me” button that displays on the product detail page, enter your email address and click submit. You will be added to our waiting list and will receive an email notification with a link to purchase the product once it is available.
On Demand Delivery
Q: Do you offer On Demand Delivery?
A: Yes, we currently have On Demand Delivery services for Alcohol products via Local Delivery with DoorDash available for Manhattan, New York up to 59th Street.