Get Your WhiskyBox

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Frequently Asked Questions

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Subscriptions

Answers about managing your Subscription, updating your WhiskyBox Account details.[/cs_text][/cs_column][cs_column fade=”false” fade_animation=”in” fade_animation_offset=”45px” fade_duration=”750″ type=”1/3″ style=”padding: 0px;”][x_image type=”none” src=”https://whiskybox.com.au/wp-content/uploads/2016/10/orders.jpg” alt=”” link=”true” href=”https://whiskybox.com.au/frequently-asked-questions/#orders” title=”” target=”” info=”none” info_place=”top” info_trigger=”hover” info_content=””][cs_text class=”faq-links”]

Orders

Information about order processing, placing and cancelling orders.[/cs_text][/cs_column][cs_column fade=”false” fade_animation=”in” fade_animation_offset=”45px” fade_duration=”750″ type=”1/3″ style=”padding: 0px;”][x_image type=”none” src=”https://whiskybox.com.au/wp-content/uploads/2016/10/delivery.jpg” alt=”” link=”true” href=”https://whiskybox.com.au/frequently-asked-questions/#delivery” title=”” target=”” info=”none” info_place=”top” info_trigger=”hover” info_content=””][cs_text class=”faq-links”]

Delivery

Common questions relating to shipping and delivery of your WhiskyBox..[/cs_text][/cs_column][/cs_row][cs_row inner_container=”true” marginless_columns=”false” class=”cs-ta-center” style=”margin: 0px auto;padding: 0px;”][cs_column fade=”false” fade_animation=”in” fade_animation_offset=”45px” fade_duration=”750″ type=”1/3″ style=”padding: 0px;”][x_image type=”none” src=”https://whiskybox.com.au/wp-content/uploads/2016/10/payments.jpg” alt=”” link=”true” href=”https://whiskybox.com.au/frequently-asked-questions/#payments” title=”” target=”” info=”none” info_place=”top” info_trigger=”hover” info_content=””][cs_text class=”faq-links”]

Payments

Questions about making payments, billing information and changing card details.[/cs_text][/cs_column][cs_column fade=”false” fade_animation=”in” fade_animation_offset=”45px” fade_duration=”750″ type=”1/3″ style=”padding: 0px;”][x_image type=”none” src=”https://whiskybox.com.au/wp-content/uploads/2016/10/returns.jpg” alt=”” link=”true” href=”https://whiskybox.com.au/frequently-asked-questions/#refunds” title=”” target=”” info=”none” info_place=”top” info_trigger=”hover” info_content=””][cs_text class=”faq-links”]

Refunds & Returns

Information about our refunds, return and satisfaction guarantee policy.[/cs_text][/cs_column][cs_column fade=”false” fade_animation=”in” fade_animation_offset=”45px” fade_duration=”750″ type=”1/3″ style=”padding: 0px;”][x_image type=”none” src=”https://whiskybox.com.au/wp-content/uploads/2016/10/gifts.jpg” alt=”” link=”true” href=”https://whiskybox.com.au/frequently-asked-questions/#gifts” title=”” target=”” info=”none” info_place=”top” info_trigger=”hover” info_content=””][cs_text class=”faq-links”]

Gifts

Information and details on purchasing WhiskyBox Gifts and gift notes.[/cs_text][/cs_column][/cs_row][/cs_section][cs_section parallax=”false” style=”margin: 0px;padding: 0% 0px 2%;”][cs_row inner_container=”true” marginless_columns=”false” style=”margin: 0% auto 0px;padding: 0px;”][cs_column fade=”false” fade_animation=”in” fade_animation_offset=”45px” fade_duration=”750″ type=”1/1″ style=”padding: 0px;”][cs_text id=”subscriptions” class=”cs-ta-center”]

FAQ Subscriptions

[/cs_text][x_line style=”border-top-width: 1px;”][cs_text title=”Copy of undefined” class=”cs-ta-left faq”][x_columnize][x_accordion][x_accordion_item title=”What is WhiskyBox?”]
WhiskyBox is an online, direct-to-consumer whisky service revolutionizing the way you discover, taste and share whisky. By working directly with distilleries and wholesalers we are able to give our members access to exceptional whiskies from around the world. Each month or quarter we’ll introduce you to new malted spirits and share specifically curated tasting notes.. Hurry, your whisky is waiting![/x_accordion_item]
[x_accordion_item title=”What is a WhiskyBox Subscription?”]
A WhiskyBox Subscription is your monthly or quarterly shipment of whiskies. We call it a Subscription, because at WhiskyBox we deliver whiskies directly from select distilleries to your doorstep.
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[x_accordion_item title=”How much does it cost to join?”]
A WhiskyBox Subscription starts at $79 per Month for $79 per Quarter including FREE delivery Australia-wide.
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[x_accordion_item title=”What whiskies will I receive?”]
We have short-listed more than 500 premium whiskies in the WhiskyBox Collection. We feature 5 whiskies in each WhiskyBox – well over EIGHT YEARS worth of new whiskies! Each WhiskyBox Whisky Tasting Pack contains 5 hand-picked premium whiskies (40ml each for a total of 200ml) and curated tasting notes to help you get the best out of each sip.

Our drinks are sourced from authorised whisky suppliers in Australia and overseas. Each WhiskyBox Edition is hand-selected by our tasting panel who decide what’s on the menu. Each whisky is then carefully bottled and sealed into lab-grade bottles to ensure top quality and taste. Each bottle and whisky tasting pack is quality checked individually by our production manager before being shipped.
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[x_accordion_item title=”How can I find out more about whisky?”]
As a WhiskyBox member, if you have any questions about whisky in general, our whiskies specifically, or just want recommendations on what bottles to add to your drinks cabinet feel free to contact us at info@whiskybox.com.au.

Also, at any time you can check out all the fun and educational content on our blog. This is where we share updates about the new whisky we’ll be bringing you, provide in-depth articles on the art of tasting whisky and post about stories from the wide and long history of whisky.
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[x_accordion_item title=”What are all the emails I receive?”]
In order to stay up to date, we require that customers receive emails regarding any account updates, shipping notices and receipts. Below is a list of what you should be on the lookout for. Be sure you receive these emails by adding info@whiskybox.com.au to your contacts.

New Subscription Order
Every Month or Quarter depending on your Subscription (on the 5th), you will receive an email and receipt confirming the start of processing your WhiskyBox. COMING SOON: You’ll know what whiskies are in your box and what the cost will be. You can make any changes or skip your account at this point.

Pause or Restart Your Subscription
Sent after you’ve Paused or Restarted your Subscription. You should look for this email as a confirmation that your Subscription has been paused or restarted.

Shipping Emails
We use Sendle to send you email notifications as your WhiskyBox is picked up, in transit and delivered to your door. The email contains a link to the tracking page with the status of your delivery. If you have any other questions about your shipment, please contact us. We’d be more than happy to help.

Want to know more about how to track your WhiskyBox? Click here!

Delivery Exception
On occasion, when there are issues with your whisky delivery, you’ll receive an email notifying you of the exception and explaining the reason as well as an revised shipping date. You will also get the opportunity to request a refund if the date of delivery is later than you require.
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[x_accordion_item title=”How do I change the name or email address on my WhiskyBox account?”]
You are welcome to update your account at any time. We highly recommend using an email you check often, as notifications regarding your WhiskyBox Subscription will be sent there. We also recommend you add us to your contacts (info@whiskybox.com.au) to assure that time sensitive updates don’t get lost in your promotions or spam folders. We don’t want you to miss out on anything!

Just log into your account and go to the Account page to update any information you’d like.
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[x_accordion_item title=”How do I place an order?”]
You can place an order like any other online website. By going to our Shop or through our Subscriptions or Gifts Page, selecting your WhiskyBox and going through the Checkout process.
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[x_accordion_item title=”How can I track my WhiskyBox once it ships?”]
We use Sendle to send you email notifications as your WhiskyBox is picked up, in transit and delivered to your door. The email contains a link to the tracking page with the status of your delivery. If you have any other questions about your shipment, please contact us. We’d be more than happy to help.

Want to know more about how to track your WhiskyBox? Click here!
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[x_accordion_item title=”When will my whiskies arrive?”]
Your Subscription is processed on the 5th of every Month or Quarter depending on your Subscription. Your order will ship within 3-5 business days of processing.

Shipping typically takes 3-7 business days to all Capital Cities (except Perth and Western Australia) and 7-10 business days to Country Australia including Perth and Western Australia.
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[x_accordion_item title=”When is payment charged?”]
For WhiskyBox Gifts and one-off orders, payment is charged when checking out an order. For WhiskyBox Subscriptions, payment is charged on the 5th of the month. Your subscription can be placed on hold at any time in your account settings. There are no fees for pausing or cancellation of your subscription.
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[x_accordion_item title=”When I really enjoy a whisky from the WhiskyBox how do I order more?”]
We’re happy to hear you found a new favourite whisky! To order more, simply contact us and we’re more than happy help you get a bottle.
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[x_accordion_item title=”How many WhiskyBoxes can I order each month?”]
You can order as many WhiskyBoxes as you like!
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[x_accordion_item title=”What do I do if I forget my password?”]
Please click the “Forgot your password?” link under the Login box, or click here, and we’ll email you with password reset instructions. Make sure to check your spam and promotions folders for the reset email.

If you are experiencing issues with your password, try typing in your login and password, instead of letting the browser autofill it.

If that doesn’t work, it might be a browser issue. Chrome and Safari work best with our current site. We recommend you try one of these browsers to access your account.
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[x_accordion_item title=”Can I change the whiskies in my WhiskyBox Subscription?”]
Unfortunately, we do not allow customisations of the whisky in your WhiskyBox at this time. However, we do keep a record of all the whisky you’ve tried so that you receive new whiskies to sample each time.
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[x_accordion_item title=”How can I cancel my order?”]
You can cancel your order before it has shipped (status = “Processing”) by going through your Account and cancelling the order from https://whiskybox.com.au/my-account/orders/.

You can pause your upcoming Subscription by going to https://whiskybox.com.au/my-account/subscriptions/. If your Subscription order has already been generated, you can still cancel the order before it has shipped by going to https://whiskybox.com.au/my-account/orders/.
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[x_accordion_item title=”COMING SOON: What is the WhiskyBox Insider Program?”]
The WhiskyBox Insider Experience is designed to reward our most active and enthusiastic members. We select our Insider members based on their engagement with WhiskyBox.

Insider members enjoy the following benefits:
Receive discounts (and even free WhiskyBoxes) for referring friends and family to WhiskyBox.
Order special WhiskyBoxes only available to our Insider members.
Get early access to WhiskyBox’s best whiskies before anyone else.
Enjoy priority customer support for any questions you may have about your WhiskyBox Experience.
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FAQ Orders

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We have short-listed more than 500 premium whiskies in the WhiskyBox Collection. We feature 5 whiskies in each WhiskyBox – well over SIX YEARS worth of new whiskies! Each WhiskyBox Whisky Tasting Pack contains 5 hand-picked premium whiskies (40ml each for a total of 200ml) and comprehensive Tasting Notes.

Our drinks are sourced from authorised whisky suppliers in Australia and overseas. Each WhiskyBox Edition is hand-selected by our tasting panel who decide what’s on the menu. Each whisky is then carefully bottled and sealed into lab-grade bottles to ensure top quality and taste. Each bottle and whisky tasting pack is quality checked individually by our production manager before being shipped.
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[x_accordion_item title=”How do I place an order?”]
You can place an order like any other online website. By going to our Shop or through our Subscriptions or Gifts Page, selecting your WhiskyBox and going through the Checkout process.
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[x_accordion_item title=”How can I track my WhiskyBox once it ships?”]
We use Sendle to send you email notifications as your WhiskyBox is picked up, in transit and delivered to your door. The email contains a link to the tracking page with the status of your delivery. If you have any other questions about your shipment, please contact us. We’d be more than happy to help.

Want to know more about how to track your WhiskyBox? Click here!
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[x_accordion_item title=”When will my whiskies arrive?”]
Your Subscription is processed on the 5th of every Month or Quarter depending on your Subscription. Your order will ship within 3-5 business days of processing.

Shipping typically takes 3-7 business days to all Capital Cities (except Perth) and 7-10 business days to Country Australia including Western Australia.
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[x_accordion_item title=”When is payment charged?”]
For WhiskyBox Gifts and one-off orders, payment is charged when checking out an order.

For WhiskyBox Subscriptions, payment is charged on the 5th of the month. Your subscription can be placed on hold at any time in your account settings. There are no fees for pausing or cancellation of your subscription.
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[x_accordion_item title=”When I really enjoy a whisky from the WhiskyBox how do I order more?”]
We’re happy to hear you found a new favourite whisky! To order more, simply contact us and we’re more than happy help you get a bottle.
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[x_accordion_item title=”How many WhiskyBoxes can I order each month?”]
You can order as many WhiskyBoxes as you like!
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[x_accordion_item title=”How can I cancel my order?”]
You can cancel your order before it has shipped (status = “Processing”) by going through your Account and cancelling the order from https://whiskybox.com.au/my-account/orders/.

You can pause your upcoming Subscription by going to https://whiskybox.com.au/my-account/subscriptions/. If your Subscription order has already been generated, you can still cancel the order before it has shipped by going to https://whiskybox.com.au/my-account/orders/.
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FAQ Delivery

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Delivery is FREE Australia Wide to all WhiskyBox Customers.

Want to know more about how to track your WhiskyBox? Click here!

Want to know where to find the status of your order? Click here!
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[x_accordion_item title=”How can I track my WhiskyBox once it ships?”]
We use Sendle to send you email notifications as your WhiskyBox is picked up, in transit and delivered to your door. The email contains a link to the tracking page with the status of your delivery.

If you have any other questions about your shipment, please contact us. We’d be more than happy to help.
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[x_accordion_item title=”Should I ship to my home or work address?”]
We highly recommend that you use a business address whenever possible for your convenience. You may also consider shipping to a friend, neighbour, or local merchant with whom you are friendly.

If you’d like to change your shipping address, just log into your account and go to the WhiskyBox Account to update and save your information.
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[x_accordion_item title=”When will my WhiskyBox Subscription be delivered?”]
Your Subscription is processed on the 5th of every Month or Quarter depending on your Subscription. Your order will ship within 3-5 business days of processing.

Shipping typically takes 3-7 business days to all Capital Cities (except Perth) and 7-10 business days to Country Australia including Western Australia.

Please contact us if you would like to change the date of your WhiskyBox Subscription or if you are having complications with your delivery time or location, and we will be happy to do everything we can to offer alternative solutions!
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[x_accordion_item title=”Can I request an alternate shipping date?”]
Your ship date is dependent on your processing date. Please contact us if you would like to change the date of your WhiskyBox Subscription or if you are having complications with your delivery time or location, and we will be happy to do everything we can to offer alternative solutions!
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[x_accordion_item title=”How do I change my shipping address?”]
You can change your shipping address in the Addresses section of your account at https://whiskybox.com.au/my-account/edit-address/.

Please note if that if your WhiskyBox order has already processed, your address change will not apply to the current order and will update for future orders.

To ensure that your next WhiskyBox is delivered to the correct address, please update prior to the processing date. Also, please make sure to update it to a location where someone 18 and over will be available, such as a business address.
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[x_accordion_item title=”Are there locations where WhiskyBox cannot deliver?”]
Under Australian State and Territory Laws, delivery of alcohol to the following referenced postcodes is prohibited. Orders for delivery into the Restricted Areas will be cancelled and any payment made refunded.

Alcohol Restricted Areas

  • VICTORIA: We deliver to all Victorian postcodes.
  • NEW SOUTH WALES: We deliver to all New South Wales postcodes.
  • ACT: We deliver to all ACT postcodes.
  • QUEENSLAND: We do not deliver to the areas listed in the following advisory from the QLD Government: https://www.datsip.qld.gov.au/programs-initiatives/community-alcohol-limits
  • WESTERN AUSTRALIA: We do not deliver to the areas listed in the following advisory from the WA Government: http://www.rgl.wa.gov.au/maps/tourism.htm
  • SOUTH AUSTRALIA: We do not deliver to the areas listed in the following advisory from the SA Government: http://www.cbs.sa.gov.au/wcm/licensing-and-registration/liquor/dry-areas-2/
  • NORTHERN TERRITORY: We do not deliver to the areas listed in the following advisory from the NT Government: http://www.dob.nt.gov.au/gambling-licensing/liquor/liquor-restrictions/restricted-areas/Pages/restricted-areas.aspx

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[x_accordion_item title=”What if I need to suspend my order?”]
We encourage you to pause your Subscription if you will not be home to receive your WhiskyBox. We recommend you do so two days before your processing date. You can pause your subscription under your account.

If you would like to resume your Subscription prior to the next processing date, simply click the Resume button under your account.
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[x_accordion_item title=”Who can accept a shipment from WhiskyBox?”]
WhiskyBox products must be delivered to someone who is at least 18 years old. When ordering, you agree to the WhiskyBox Terms & Conditions including agreeing that the receiver is at least 18 years old.

We highly recommend you use a business address whenever possible for your convenience.

If you’d like to change your shipping address, just go to your WhiskyBox Account to update and save your information. And remember to update your shipping address before your next processing date!
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[x_accordion_item title=”Can I have an order shipped to a P.O. Box?”]
Unfortunately, we cannot ship to P.O. boxes at this time.
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[x_accordion_item title=”Can I have a product shipped internationally?”]
No, unfortunately at this time WhiskyBox can only ship within Australia.
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FAQ Payments

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[x_accordion_item title=”How can I pay for a WhiskyBox?”]
We accept American Express, Visa, and MasterCard credit and debit cards with a billing address in Australia.
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[x_accordion_item title=”How do I change my credit card information?”]
You can update your billing information by visiting the Payment Mehtods page in your WhiskyBox Account.
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[x_accordion_item title=”Is it safe to use my credit card online with WhiskyBox?”]
Yes. Your personal online security is important to us. All orders are processed through a secure checkout system provided by Stripe. Payment processing for your order is securely handled by Stripe. We do not store or otherwise handle your credit card information throughout the process. We use SSL encryption technology throughout our website to ensure the security of your information.
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[x_accordion_item title=”When is payment charged?”]
For WhiskyBox Gifts and one-off orders, payment is charged when checking out an order.

For WhiskyBox Subscriptions, payment is charged on the 5th of the Month or Quarter of your Subscription. Your subscription can be placed on hold at any time in your account settings. There are no fees for pausing or cancellation of your subscription.
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[x_accordion_item title=”What if there are problems with payment?”]
If you encounter issues with payment, or the website fails to accept your card details, please contact us at info@whiskybox.com.au for alternative payment options.
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FAQ Refunds & Returns

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We do not accept returns. In the event you receive a WhiskyBox that is damaged or faulty, please contact us and we will refund the value of the damaged goods or send you a replacement WhiskyBox. We reserve the right to require proof that the goods were damaged or faulty.

If you’re not completely satisfied with your order or there are issues with your order, please contact us on info@whiskybox.com.au and we will help resolve your concerns.
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[x_accordion_item title=”How long does it take to process a refund?”]
Refunds will be debited onto the credit card used to make the purchase. We will seek to process your refund as quickly as possible, but please allow up to 5 business days for your refund to be processed.
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[x_accordion_item title=”How can I return my WhiskyBox?”]
We do not accept returns. If you are dissatisfied with your WhiskyBox delivery for any reason, please contact us immediately so we can resolve your concerns. We may make arrangements for a refund or a re-shipment of a new WhiskyBox, if appropriate.
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[x_accordion_item title=”What do I do if my whisky is damaged or a bottle appears to be missing?”]
We take great care to ensure that your product arrives undamaged and your order complete. However, accidents do occur. If your shipment is damaged or a bottle is missing, please contact us immediately so we can offer a replacement.
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[x_accordion_item title=”What do I do if I don’t like my whisky?”]
WhiskyBox takes pride in offering some of the best malted spirits available for our members. Part of your whisky discovery journey involves trying new and unexpected drinks. On occasion, there may be some hits and misses with whiskies not matched to your palate. We encourage you to keep an open mind when tasting the whiskies and try them in different combinations – neat, with water, with ice, or in a cocktail – to find your palate’s sweet spot.

In the event that you are dissatisfied with the quality of the product, please contact us on info@whiskybox.com.au and we will help resolve your concerns.
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FAQ Gifts

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WhiskyBox Gifts can be bought as Whisky Tasting Packs to be directly delivered to your recipient. When checking out, add your personalised note (in the Order Notes) and checkout. WhiskyBox Whisky Tasting Packs are delivered in our beautifully designed presentation boxes and include your personalised note. The recipient of your gift must be at least 18 years old.

Do you have a special request such as sending a specific whisky or do you have a big list of gifts to give? For customized Gift Experiences please contact info@whiskybox.com.au. WhiskyBox offers bespoke corporate whisky gifting services and volume discounts. For more information, contact info@whiskybox.com.au To find out more or to send a WhiskyBox Gift, click here.
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[x_accordion_item title=”Do you do gift wrapping?”]
Whisky Tasting Packs are gift-ready. There’s no wrapping, packing or ribbons required.
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[x_accordion_item title=”How do I gift a WhiskyBox?”]
WhiskyBox Gifts are delivered in our beautifully designed, gift ready, custom presentation boxes and can include a personalized note of your choice. When completing the gift purchase, please note that you will have to create an account in order to receive an email confirmation.

For corporate or customized gift experiences, please contact info@whiskybox.com.au.
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[x_accordion_item title=”Can I return an order that I received as a gift?”]
Yes, we offer the same satisfaction guarantee for all WhiskyBox orders. If you are dissatisfied with the quality or taste of your product, please contact us immediately. We will gladly credit you the full value of your WhiskyBox towards another whisky of your choosing in a future shipment.

Restrictions apply. Please contact us for more details. We reserve the right to deny Satisfaction Guarantee to customers who abuse the policy.
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[x_accordion_item title=”Can I receive a refund for a gift I purchased?”]
All gifts sales are final and non-refundable.[/x_accordion_item]
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