You can contact our customer care team by emailing support@accelpay.io
Please include your full name, order number, and any other relevant information. This helps our customer care team answer your request as quickly as possible.
Customer Care Hours: Mon - Fri 9:00 am - 6:00 pm EST
Response times are typically within 1-2 business days.
Shipping Info
When will I receive my order?
Orders are expected to be delivered within 7 to 10 business days from the order date, but can vary based on your location. This estimate accounts for our retail partners' fulfillment process, which usually takes 4-6 business days, followed by the ground shipping of 3-4 days.
Will I get a tracking number?
Yes, once your order is shipped you will receive an email with the carrier name, order number, and tracking number. Carriers such as UPS and FedEx do not always provide accurate delivery times, and the level of detail can vary by market. However, customers can usually click on the tracking links to access the "manage my delivery" feature, which allows them to hold the order at a pickup location, set up specific delivery times, reroute to another address, and more.
Do I have to be at home to receive my delivery?
Yes, someone 21 or older with a valid ID must be available to sign for the shipment.
Why is signature required for shipments?
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.
Is my address in your delivery area?
Shipping is available in the District of Columbia and all states EXCEPT Alabama, Alaska, Arkansas, Hawaii, Mississippi, and Utah. Orders fulfill to the continental US only. We cannot ship to a P.O. Box.
Delivery Attempts
What if I’m not home when my order is delivered?
Our delivery service will make up to 3 attempts to deliver the package to the intended recipient at the provided address.
If the package remains undeliverable after 3 delivery attempts, it will be deemed “undeliverable” and returned to the retailer.
The recipient of the undeliverable package will be responsible for paying the following fees:
- If a refund is requested, the recipient will be charged an Undeliverable Package Fee, a flat fee of $25, which will be deducted from their refund.
- Original shipping cost is non-refundable.
- If a reshipment is requested, a flat fee of $40 will be charged to cover both the
reshipment and the undeliverable package fee.
- Other fees may apply due to order contents.
Refund Policy
Can I change my order?Unfortunately, orders cannot be edited after they are placed. If you need to cancel your order, please email
support@accelpay.io before the order ships.
Can I cancel my order?Orders may be canceled until they are shipped. A request to cancel does not guarantee cancellation. Please send requests to
support@accelpay.io.
Can I return my order?Orders that contain alcohol cannot be returned or exchanged. If you received the wrong item in your order, please email
support@accelpay.io and we will make it right.
Can I get a refund?Once your product has been delivered, our retailers are unfortunately unable to offer any refunds. If you are unhappy with the product or have any other concerns you can always reach out
support@accelpay.io.
What happens if my order arrives damaged?If your order arrives damaged, our team will work to make it right! Send us an email support@accelpay.io with a photo of the damaged order and we will coordinate a reshipment within 3 business days.
I received the wrong product, what do I do?If you received the wrong product or if you never received your product you can reach out to
support@accelpay.io within 7 days of the date the product was delivered/scheduled for delivery and we will replace the product or issue a credit or refund.
