FAQs

Frequently asked questions

Ordering wine

How do I place an order?

Orders can be placed using our website’s Online Shop, or by calling (613) 889-6462, or via e mail to sasa@croatiaunpacked.com. Note: you must be 19 years of age or older to purchase.



Do you offer mixed cases?

Yes! As of June of 2020, the AGCO (Alcohol and Gaming Commission of Ontario) changed the laws to allow licensed Ontario wine agencies to sell mixed cases. You can view our online shop to see our current selection of Mixed Cases. We are regularly expanding our mixed case selections, so be sure to subscribe to our newsletter to stay up to date on our latest offerings.



Can I create my own mixed case?

Unfortunately not. AGCO rules allow us to offer mixed cases of 6 or 12 bottles, but they do not allow the consumer to assemble their own case of individual bottles.



What if I only want 1 or 2 bottles?  Can I buy these from you?

No, not directly from our website. According to AGCO rules, we are only allowed to sell wines in case format through our website. The majority of our wines are available by the bottle at the LCBO (Vintages or Online). Just click on the wine in our Online Shop and you will find the link to the LCBO product page.



Are your wines available at the LCBO?

Yes. The majority of our wines are available by the bottle at the LCBO (Vintages or Online). Just click on the wine in our Online Shop and you will find the link to the LCBO product page.



Making payment

Which payment methods to do accept?

We accept payment via Mastercard, Visa and American Express.



Which currency to you charge in?

All prices are listed and charged in Canadian dollars.



Shipping & delivery

Where do you ship?

We are licensed to sell and deliver wines in the province of Ontario. We can ship wine anywhere within the province.



How much is delivery?

We are currently offering contact-free delivery, right to your door across Ontario for a flat rate of $20 (including HST). Some postal codes and exceptions may apply. Please contact us at sasa@croatiaunpacked.com or call (613) 889-6462 if you have questions regarding delivery to your area.



When can I expect delivery?

Orders will be delivered in 3-6 business days. Due to COVID-19 orders need to be received by end of day Tuesday to be delivered before the weekend. (Some exceptions may apply, depending on Postal Code.) Please note these times are subject to government and holiday closures of the LCBO warehouse. You will be notified after ordering of your scheduled delivery date.



Who will deliver my wine?

We ship within Ontario via private courier. Government regulations require that individuals receiving wine orders are 19 years of age or older and are not intoxicated. Delivery agents are obligated to ask for proof of age (requiring two pieces of government issued identification with proof of age) and a signature of receipt.



Do you offer contact-free delivery?

Yes. Due to the COVID-19 pandemic and social distancing requirements, we are currently offering contact-free delivery to your door.



Do you offer curbside pickup?

No, we do not offer curbside pickup at this time.



Do you ship outside of Ontario / across Canada?

We are currently only licensed to sell and deliver wines in the province of Ontario.



Can I pick up my order myself?

Unfortunately not. Ontario regulations stipulate that only licensed couriers or wine agencies can retrieve wines from the LCBO warehouse.



Returns & exchanges

What happens if the wine is faulty?

Unfortunately this can occasionally happen! If you experience this, please contact us at sasa@croatiaunpacked.com or call us at (613) 889-6462.



Do you accept returns and exchanges?

No, unfortunately we do not accept returns or offer exchanges after the wine has been purchased.



Ordering gifts

What type of gift sets do you offer?

We offer a variety of elevated at-home gift experiences consisting of gourmet and hand-curated products from Croatia’s leading winemakers and truffle producers, beautifully presented in a sustainable wine box.



What is the turnaround time for an order?

Orders under 10 units can usually be fulfilled on a 14 day schedule.

Orders between 10 & 100 units are on a 30 day fulfillment schedule.

Orders over 100 units, can usually be fulfilled on a 30 day schedule, but may exceptionally take up to 42 days.



What is the price-point?

Gift sets start at $49.95, with our premium experiences costing $164.95.



Can gift sets be customized?

Customizations are available on request. We'd happy to discuss your specific needs and provide a personalized quote. For example: additional products (from our approved wine & truffle partners) can be added or replaced. Upgrades are also possible, including fresh truffles, plus event related experiences including tailored virtual wine tastings and cooking demos.



What is your return policy?

Due to the customized nature of this product, we are not able to accept returns once the order is placed.



Do you ship across Canada? Internationally?

Due to alcohol regulations, we can only ship the gift sets within Ontario. We are not able to ship outside Ontario or internationally.



What is your payment process?

For personal orders, full payment is required when the order is placed. For corporate orders, 50% deposit is required once the order is placed with the remaining balance due 48 hours prior to shipping.



What are the branding options?

For corporate gifts, a high-quality Corporate Logo Sticker can be included on the wine box. Logo engraving on the lid of the wine box is an option for an additional fee. A personalized Corporate Message card can be included, as well as additional marketing material (space dependent) within the box. Additional costs may apply. Please reach out directly for more information and a formal quote.



Is there a minimum order quantity required?

No, we do not have any order minimums.



What is your shipping policy?

We offer flat fee shipping across Ontario for each gift experience.



Is there a deadline for holiday orders?

Holiday orders should be placed by November 14, to ensure timely delivery for the festive season.



How do I place an order?

Personal orders can be placed via our Web Shop, or by calling (416) 399-4110, or via e mail to tanya@croatiaunpacked.com. For corporate orders or orders of high volumes, please call us on (416) 399-4110, or e mail us at tanya@croatiaunpacked.com to get a formal quote. Note: you must be 19 years of age or older to purchase gifts including alcohol.