Frequently Asked Questions

Below are frequently asked questions about the TheBar.com.

 



If you need further assistance, please contact The ReserveBar team

 

Customer Support Hours:

Monday-Friday, 9AM-10PM EST

Saturday-Sunday, 12PM-5PM EST

 


Can’t Contact Us:

Email: hi@thebar.com

Phone: 866-626-9692



What is TheBar.com?

TheBar.com, powered by ReserveBar, is a gifting platform providing consumers the opportunity to gift Diageo premium spirits products to friends, family or themselves. Diageo owns the TheBar.com, but the website is powered by ReserveBar, which connects consumers to licensed alcohol retailers within ReserveBar’s network (in the pilot period, only to the licensed alcohol retailers in ReserveBar’s network in IL, FL, DC, NY, NJ and CT). All beverage alcohol products will be fulfilled and delivered intra-state (within the state, or within DC) by the licensed alcohol retailers within ReserveBar’s 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, Tanqueray and Guinness.

 

Who is ReserveBar?

All alcohol orders are sold and shipped by licensed retailers on the ReserveBar.com network in compliance with regulatory requirements. ReserveBar.com is operated by ReserveBar, an independent company. All orders from TheBar.com involving the sale of alcohol will be fulfilled by a licensed retailer via ReserveBar, in compliance with regulatory requirements. Individuals must be 21+ to purchase from TheBar.com (powered by Reserve Bar). TheBar.com is not a licensed alcohol retailer and does not engage in sales or deliveries of alcohol products. The sales and deliveries of alcohol products are conducted by the retailer within ReserveBar’s network.


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Tracking

 

Tracking your order?

Once your order is prepared to ship, you will receive a shipping notification 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.

 

ReserveBar offers Ground Shipping and has a 5-7 business day (Monday-Friday) delivery window except for engraved bottles. Orders containing engraved bottles have a delivery window of 7-10 business days.

 

Please Note: Ground shipments are picked up and delivered Monday-Friday. Orders placed on the weekend or on holidays will be processed the following business day. If at any point you see an issue with your tracking and need assistance please contact our Customer Help via phone 866-626-9692 or email 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.

 

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 do check your spam folder. If it is does not appear in your or inbox or spam folder feel free to contact our Customer Help via phone 866-626-9692 or email hi@thebar.com.

 

How long will it take to receive my order?

ReserveBar makes every effort to ship all of our orders in a timely manner often within 5-7 business days upon ordering. Some delays may occur depending on the delivery zone and rarity of the product. Engraving an item can result in longer ship times also. Shipping time frames included here are for NON-engraved orders only. Total fulfillment time on average.


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Shipping

 

Can I ship to a military base?

Shipping is not available to military bases

 

Can I ship to a post office box?

ReserveBar is unable to ship wine, champagne and spirits to P.O. Boxes. Since it is alcohol ReserveBar has an adult 21 years or older signature required on all of our packages.

 

List of States Currently Serviced

Florida

Illinois

New Jersey

New York

Connecticut

District of Columbia

 

Don’t see your state?

We hope to expand the states in 2022!!

Please Note: Ground shipments are picked up and delivered Monday-Friday. Orders placed on the weekend or on holidays will be processed the following business day.

If you have further questions or need more assistance please contact us via phone 866-626-9692, email hi@thebar.com.


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Returns

 

Can I return my purchase?

ReserveBar does not accept returns unless it meets one of the following criteria within 30 days of delivery:

  1. 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 refund you or resend your correct items. On some occasions the fulfillment center will ask you to ship the item back by providing a return label or call tag.
  2. Engraving accuracy: If you receive your engraved item(s) and it is different from what you ordered, we can re-do the engraving and send a new bottle(s). In some cases the fulfillment center will send a return label for the wrong item.

 

Can I return my purchase if it is different from the original item ordered?

ReserveBar does try to ship every item as seen on TheBar.com 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 feel free to contact our Customer Help viaphone 866-626-9692 or email hi@thebar.com.


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Cancellations/Refunds

 

Can I cancel my order

You can cancel your order within one hour of placing the order however after the one hour timeframe please be aware that we may need to reach out to our Fulfillment Team first to see if this order can be canceled. If you have requested to cancel the order in off hours it will be honored as soon as we open 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. In the event that it does ship and the package cannot be recalled you have the option to refuse the package and have it return to the sender and we can refund you at that time.

 

How long will my refund take?

ReserveBar will process refunds as soon as possible. If your package has been labeled for shipment, ReserveBar is required to request cancelation from the Fulfillment team before we are able to issue a refund. ReserveBar works seamlessly with our 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.


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Damaged/Missing/Wrong Product

 

What if I receive wrong or damaged item(s)?

Reservebar works hard to ensure that orders are fulfilled to our standards, but we and our partners are human, and the occasional accident is bound to happen. If you received the wrong item, a damaged item, or an incomplete order, please take the following steps to alert us. ReserveBar does know how upsetting these circumstances can be and are happy to make every effort to rectify the situation as quickly as possible.

  1. If possible, take a photo of the item(s) in question. It will help us educate our partners.
  2. Email us at hi@thebar.com, including the photo if available.
  3. Leave the rest to us. We’ll solve the problem and get back to you ASAP.

 

I am missing items from my order.

ReserveBar does our best to ensure that orders with multiple products arrive together, however in some instances that is not always possible.

 

In most cases when we need to ship separately, the products will arrive within 24 hours of each other.

 

If it has been over 24 hours and you have not received all of your items, please call us at 866-626-9692 or email hi@thebar.com.

 

Why didn’t my order come with the bottle carton?

Some products ship without a bottle carton by design. If there is supposed to be a bottle carton included it will ship with the item ordered. On some more delicate cartons, they may be flattened and shipped within the packing materials so there is no damage.

If your item came without a carton that was pictured in on the ordering page we will send a carton as quickly as possible.

 

Can you replace my broken bottle carton?

ReserveBar packages each order with great care. However, sometimes, despite our best efforts bottle cartons may become damaged. If a bottle carton is more delicate or rare we will sometimes flatten the box and ship it within the packing materials for added protection. In the event that our best efforts result in a damaged box we will do our best to ship a replacement the carton right away. ReserveBar will provide compensation either through a refund for the value of the box or a promo code in the event that the carton cannot be replaced.


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Engraving

 

How long does the engraving process take?

Due to the overwhelming popularity of our engraving program, please note this may take up to 10 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 TheBar.com, you will be able to engrave 15 characters per line maximum of 2 lines. Please note: 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. Once an order is placed, we cannot change the engraving.

 

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 call 866-626-9692 or email hi@thebar.com.

Can I engrave in different languages?

No not at this time. However, we are working on making this available in the near future. Please call 866-626-9692 or email hi@thebar.com

 

Please note that ReserveBar is not responsible for errors in engraved messages due to misspellings made by our customers when the order was input into our system. Our 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.

 


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Gift Inquiries

 

Will adding giftware 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. 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.

 

Can I order gift packaging?

All orders on the bar will arrive with The Bar branded tissue paper and neck tags as standard.

 

How can I be sure pricing is not included with my gift?

ReserveBar understands that every detail matters with gift giving. When your package ships, a packing slip will be included with the item(s) without pricing listed. This contains the billing and shipping addresses, a list of the item or items in the order, and any personalized messages both written as a gift note and/or engraving on the bottles. If you require an invoice, please refer to the order receipt email that you received when you placed your order.


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Payment Methods

 

How can I pay for my order?

Purchase can be paid for using your American Express, Visa, MasterCard or Discover credit card.

 

When will my credit card be charged?

Your credit card will be charged once you've successfully placed the order. If for any reason ReserveBar cannot process your order, your credit card will be refunded.

At times ReserveBar might run a special promotion that will require payment in advance of shipment. If this is the case, it will be stated on the product page.

This is a feature of this payment method and ReserveBar does not have control of the process.

If you are based internationally and wish to place an order to be shipped to family, friends or colleagues who reside or work in one of the many states where we are able to deliver, please note that we do not accept international credit cards at this time via our website.

 

My card was declined! How can I get my order to go through?

Due to ReserveBar’s strict verification policy, which is in place due to a high rate of fraud for certain products, if we cannot verify that all your information is correct, we cannot process your order. You will either have to contact your credit card company and have them rectify the situation or provide us with another credit card to be used for purchase. If all information is verified and satisfactory to our credit processing department, your order will then be processed.

 

Please note: ReserveBar utilizes a technology-based service to approve transactions. We apologize for the inconvenience caused. If this should occur it is important to know that one of our customer service representatives will contact you. We value your patronage and respectfully request that you allow our customer service to inquire further with you for additional information that will rectify the anti-fraud concern.


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Additional Questions for ReserveBar Order

 

How old do you have to be to place and receive an order?

You need to be 21 or over to place or receive an order with ReserveBar.

 

In order to remain compliant 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 ReserveBar platform, you are representing and confirming that both the ordering customer and the recipient are at least 21 years old.


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Sourced Craft Cocktails

 

What is Sourced Craft Cocktails?

 

Sourced Craft Cocktails is a craft cocktail delivery service in the United States. Individuals must be 21+ to purchase from TheBar.com. TheBar.com is not a licensed alcohol retailer and does not sell or deliver alcohol products.

 

What comes in a delivered Sourced Craft Cocktail kit?

 

Most of our cocktail kits come with a sealed bottle of premium spirits, a professionally batched non-alcoholic cocktail mixer made with no artificial preservatives or sweeteners, jigger (bartender’s measuring tool), mixing instructions and a personalized greeting card.

 

How complicated are the Sourced mixing instructions?

 

Literally as easy as adding cream to your coffee (or oat milk if you prefer)! The instructions provided with your kit will instruct you to fill your cup with ice, pour one jigger full of the spirit, pour one jigger full of the mix, stir, and ENJOY!

 

If Sourced mixers are made with whole fruit ingredients, with no artificial preservatives or sweeteners added, how long do these cocktail mixes stay fresh?

 

Most of our hand-made mixers that include fresh, whole fruits have a shelf life of one (1) week from the date of delivery.

 

Is Sourced a retailer of alcohol?

 

No. Sourced is not a licensed retailer of alcohol. It is an independent company. All alcohol in cocktail set is purchased by Sourced through its own network of licensed retailers in compliance with regulatory requirements. All spirits brands, bottle sizes, and price per bottle are exclusively controlled and set by Sourced’s Off Premise Retailers. Sourced lists their products on its site [insert] along with its freshly made non-alcoholic pre-mixed batches and deliver both the alcohol on behalf of the Retailer and its non-alcoholic mix with your order.

 

What COVID precautions does Sourced Craft Cocktails follow?

 

Sourced’s fresh, hand-crafted non-alcoholic mixes are made in a local commercial kitchen by its Operations team with each member possessing an up-to-date ServeSafe food handler certification. Sourced follow all state and local food preparation procedures as well as all CDC-recommended and applicable government guidelines, including additional cleaning and safety precautions taken. Additionally, the Sourced Operations team and mobile bartenders are required to have their temperature checked before entering our facility and beginning work for each shift.


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