Got questions? Get in touch.
For help with orders, contact us at hi@thebar.com. We are available Monday - Saturday 9a.m. - 12a.m. EST & Sunday 10a.m - 12a.m. EST
Frequently asked questions
For help with orders, contact us at hi@thebar.com.
What is TheBar.com?
The Bar, powered by ReserveBar, is the ultimate destination and e-commerce platform for all things top-shelf. From shopping for engraved bottles, premium spirits, cocktail kits and luxury barware to exploring recipes, hosting guides and spirits education, we provide consumers with the opportunity to gift, enjoy and host thoughtfully and with ease. Diageo owns the The Bar, but the website is powered by ReserveBar which connects consumers to licensed alcohol retailers within the ReserveBar network. All beverage alcohol products will be fulfilled and delivered intra-state (within the state, or within DC) by the licensed alcohol retailers within the ReserveBar network. The end result is a seamless consumer purchase journey.
Who is Diageo?
Diageo is a global leader in beverage alcohol with an outstanding collection of brands across spirits and beer. Products are sold in more than 180 countries and including brands such as; Johnnie Walker, Crown Royal, J&B, Buchanan’s and Windsor whiskies, Smirnoff, Cîroc and Ketel One vodkas, Captain Morgan, Baileys, Don Julio, Casamigos, Tanqueray and Guinness.
How old do you have to be to place and receive an order?
You must be 21 or over to place and/or receive an order from The Bar. The Bar is required to comply with federal laws that govern the shipment of alcohol. Please ensure that there is an adult aged 21 or over available to sign for the delivery, with valid ID, at the shipping address you specify.
By utilizing The Bar platform you are representing and confirming that both the ordering customer and the recipient are at least 21 years of age.
Where do you ship to?
We currently sell and ship all barware nationally in the contiguous US, and can ship bottles to the following states to those 21 and over: Arizona, California, Colorado, Connecticut, Washington DC, Florida, Georgia, Iowa, Illinois, Kentucky, Massachusetts, Minnesota, Montana, New Jersey, New York, Rhode Island, Texas and Washington. We can ship cocktail kits to the following states to those 21 and over: California, Texas, Massachusetts, New York, Connecticut, New Jersey, Illinois, Washington and Washington DC. More to come!
How do I track my order?
Once your order is prepared to ship, you will receive a shipping notification via email that contains a tracking number. Use the “track my package” feature within that email to link to our tracking page. If you do not receive this email, please check your spam folder.
Please note that you will not see movement on the tracking number until it has been scanned into the local shipping facility. This typically happens within 24 to 48 hours after receipt of the package. Once this has been done, you can check the tracking number to see when your package will arrive.
Most items usually ship within 1-2 business days. ReserveBar offers Ground Shipping and has a 5-7 business day (Monday-Friday) delivery window for deliveries. For orders containing engraved bottles, expect a delivery window of 7-10 business days.
Questions on your order? Please email us at hi@thebar.com.
I didn’t receive an order confirmation.
Once your order is placed, an order confirmation email is sent. If you did not receive it, please check your spam or junk folder. If at any point you need assistance, please contact our Customer Care team via email at hi@thebar.com.
I received a shipping confirmation, but there are no tracking details
Tracking details are provided once the package is labeled and ready to ship. The confirmation is provided at the time of purchase to ensure the receipt of order and provide the order number. If you do not receive an email with your tracking information on it, please check your spam or junk folder. If it does not appear in your inbox or spam folder feel free to contact our Customer Care team at hi@thebar.com.
If you have further questions about your order, feel free to contact our Customer Care team via email at hi@thebar.com.
How long will it take to receive my order?
The Bar makes every effort to ship all of our orders in a timely manner. Items ordered via ReserveBar’s licensed retail network, usually shop within 1-2 business days upon placing the order. Estimated arrival times are usually 5-7 business days to arrive in hand; however, some delays may occur. Please allow for 7-14 business days to arrive in hand, for orders with engraved items.
Where does The Bar ship to?
Barware ships nationwide in the contiguous United States. Bottles ship to AZ, CA, CO, CT, DC, FL, IA, IL, KY, MA, MN, MT, NJ, NY, RI, TX and WA. Cocktail Kits ship to CA, TX, MA, NY, CT, NJ, IL, WA and DC. While supplies last; delivery time may vary based on stock availability.
Can I ship to a military base?
Shipping is not available to military bases
Can I ship to a post office box?
No, we do not deliver to PO boxes. An adult aged 21 years or older is required to sign for all packages containing alcohol.
I placed an order. When will my order ship?
Orders are shipped via ground shipping. Shipments are picked up and delivered Monday-Friday. Orders placed on the weekend or on holidays will be processed the following business day.
How long will it take to receive my order?
The Bar makes every effort to ship all of our orders in a timely manner. Orders via ReserveBar’s licensed retail network, usually ship within 1-2 business days upon placing the order. Estimated arrival times are usually 5-7 business days to arrive in hand; however, some delays may occur. Please allow for 7-14 business days to arrive in hand, for orders with engraved items.
How old do you have to be to receive an order?
You need to be 21 or over to place or receive an order with The Bar.
The Bar is required to comply 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, with valid ID, at the shipping address you specify. By utilizing The Bar platform, you are representing and confirming that both the ordering customer and the recipient are at least 21 years old.
What is your return policy?
Given all alcohol purchases on The Bar are fulfilled by the ReserveBar licensed retailer network, The Bar complies with the ReserveBar returns policy. ReserveBar has a long withstanding “Make It Right” policy and will accept returns if they meet one of the following criteria within 30 days of delivery:
- Damaged, Missing or Wrong Item: If you receive your order and they find any of the items to be damaged, missing or not what you ordered. We can provide you with either a refund or resend your correct items. In some cases, the fulfillment center will ask you to ship the item back by providing a return label or call tag.
- Engraving Accuracy: If you receive your engraved item(s) and it is different from what is on your order confirmation, we can re-do the engraving and send a new bottle(s). In some cases, the fulfillment center will ask you to ship the item back by providing a return label or call tag.
The bottle I received looks different than the one I ordered. Can I return it?
Given all alcohol purchases on The Bar are fulfilled by the ReserveBar licensed retailer network, The Bar complies with ReserveBar’s returns policy. ReserveBar does try to ship every item as seen on The Bar but sometimes labels and/or batches change. Typically, we ship out the current item available at the time of purchase. If you have any questions, please contact our Customer Care team by email at hi@thebar.com.
I haven't received my order yet. Can I cancel it?
You can cancel your order within one hour (60 minutes) of placing the order; however, after that timeframe, please be aware that we will do our best to cancel, but this is not guaranteed. If you have requested to cancel the order outside of business hours, your request will be honored as soon as the next business day. In both scenarios, 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.
I received a refund. How long will it take to process?
Given all alcohol purchases on The Bar are fulfilled by the ReserveBar licensed retailer network, The Bar complies with Reserve Bar’s refund policy. ReserveBar will process refunds as soon as possible. If your package has been labeled for shipment, ReserveBar is required to request cancellation from the fulfillment partner before we are able to issue a refund. ReserveBar works seamlessly with our retail and brand partners’ policies and procedures therefore some refund requirements may vary. Please note, if you are sending a package back to us, you will be refunded once the package is tracked for return. Refunds sometimes take 24-72 hours to appear back in your account. This depends upon the bank card that was used and their policies.
How long does the engraving process take?
Due to the overwhelming popularity of our engraving program, please note this may take up to 10 business days to process depending on the time of year. Please order as early as possible ahead of your desired delivery date. We suggest 2 weeks in advance.
What can I engrave?
Many of our products can be personalized for your special occasion! When you select a product to engrave on The Bar, you will be able to engrave 15 characters per line, maximum of 2 lines. Please note that not all bottles are eligible for engraving. Please check the website for all engravable bottles. Please note that we are not able to engrave direct or implied profanity, emojis, accents or foreign characters. Please proof your engraved message prior to placing your order. PLEASE NOTE: Once an engraving order is placed, it cannot be changed.
I made a mistake when I typed in my engraved message — how can I correct this?
You can double check the engraved message on the order confirmation email that is sent out immediately upon placing an order. If you made a mistake when typing the engraved message, please email hi@thebar.com immediately to let us know what the intended message was, and we’ll reach out to our licensed retailer network to update them.
Please note that The Bar is not responsible for errors in engraved messages due to misspellings made by our customers when the order was input into our system. All engraving is fulfilled by the ReserveBar licensed retailer network, and their team of engravers are not responsible for proofing the customer messages. This would slow down the engraving process. The message engraved on the bottle is what is printed on the packing slip. The packing slip is generated when the order is processed.
Can I engrave in different languages?
No, not currently; however, we are working to make this available soon.
Will adding gifting to my order affect the delivery time?
Please allow an additional 5 to 7 business days for handling to the shipping time, for a total of 7-10 business days when adding gifting options to your spirit purchase. Express orders will ship AFTER the handling time period. Note that the purchase of any gift item does not include a bottle unless noted in the product description.
How can I pay for my order?
Purchase can be paid for using American Express, Visa, MasterCard or Discover credit cards.
When will my credit card be charged?
Given all alcohol purchases on The Bar are fulfilled by the ReserveBar licensed retailer network, The Bar follows ReserveBar's payment and verification policies. Due to the ReserveBar strict verification policy, which is in place due to a high rate of fraud for certain products, we cannot process your order if we are unable to verify whether or not all payment information is correct.
Please note: ReserveBar utilizes a technology-based service to approve transactions. We apologize for any inconvenience caused. If this should occur, it is important to know that one of our Customer Care representatives will contact you. We value your patronage and respectfully request that you allow our Customer Care team to inquire further with you for additional information that will rectify any anti-fraud concern.
If you need further assistance, please contact the Customer Care team.
General Contact:
Email: hi@thebar.com
Customer Support Hours:
Monday - Saturday
9a.m. - 12a.m. EST
Sunday
10a.m - 12a.m. EST