Frequently asked questions

Q: Your motto is Drinks Worth Waiting For... What does that mean? and Why do I have to wait??

Mybottleshop.com is a purely online business that specialises in the drinks you can't find in your local liquor store. We don't stock most of those products physically in our warehouse (currently we range over 14,000 products so it would have to be a BIG warehouse). Instead, we source most of those products for you when you place your order. So there will be a delay for us to order the products and then send them to you. The exception to that is if the item you order is in stock OR is sent directly from our supplier. You will receive those orders within 5 to 7 working days. Read more about how we operate below.

Q: Who is MyBottleShop.com and what do you do?

First and foremost www.mybottleshop.com is an online liquor superstore NOT a traditional liquor store as most people would understand the term.  This means we range a HUGE range of products, BUT keep minimal stock on hand in our warehouse. If you are looking for urgent delivery, DHL delivery, same-day delivery or pickup, please ONLY order items currently in stock.  

The website will tell you in GREEN that an item is "In Stock" in our warehouse and is ready for immediate despatch. We will pack your order within 1 day.  

If the item is not in stock but we can source it from our supplier, it will show in AMBER "Available on Backorder". Next to these words will be the time it takes for the goods to arrive in our warehouse. For example 1 week.  This is NOT when you will receive the goods but rather when we will receive the goods. It is in an estimate. We must then pack and send you the parcel, which we will do within 1 day of receiving the item/s.  Please allow shipping time. These products take time to source, so do NOT order them if you require them urgently or at least check with us about delivery times BEFORE placing your order.

If the item is available in AMBERAvailable for Pre-Order”, it means we have a limited number of bottles of an allocated, most likely rare product.  We offer the item for sale to our members and newsletter subscribers. You are buying the bottle BEFORE it’s in stock.  This is your chance to secure the bottle before it sells out and it helps us gain an allocation of bottles from our supplier. Bottles will be shipped on a first-come, first-served basis.  Bottles usually ship within 2-4 weeks but will ship earlier if inventory comes in sooner. Your credit card will be charged immediately, but if for some reason inventory is exhausted prior to fulfilling your order, you naturally will be refunded the full purchase price plus shipping.  You will receive tracking information as soon as your order has shipped.

When you receive your order confirmation any products on backorder will show in RED  Item on Backorder. Our website will advise you in most cases how long you have to wait to receive the product, typically 1 to 4 weeks.  For backorders, we will either drop ship the product to you directly from our supplier OR we will order the item from our supplier, receive it in our warehouse and then ship to you.  This process takes time as many of the items on the www.mybottleshop.com website are hard to get, exclusive, vintage, or imported.  Please be patient in these circumstances.

Q: I am interested in buying a product, it says Available on Back-Order Delivery on "DATE". What EXACTLY does that mean?

This means that we do NOT have the item in stock in our warehouse but rather we order the item from our supplier and have it sent to our warehouse. When we receive the ALL the items on your order, we send it out to you straight away.  Please allow delivery time.  That date you see is when we estimate you will receive your parcel.  Please remembers it's an estimate and not "cast in stone". If an item is no longer available from our supplier the item will become "Sold Out". Thank you.

Q: What are the benefits of creating a MyBottleShop Account rather than Checking Out as a Guest?

It is much better for you as the customer to check out using an account rather than as a guest. This is because you can use the MyBottleShop account management features. Once you have created an account you can track your order every step along the process from packing through to delivery to your door. You can easily create an account using the social media login feature which allows you to quickly create a MyBottleShop account using your account with Facebook, Google , Twitter or Instagram.

  • Once your account has been created, you can view all the details of your account, including View Past Orders.
  • If you see the 'speeding truck' icon, you can click on that icon to view your Delivery Tracking information.
  • You can also add an Edit Address information in the account section as well as update your password.
  • You can print a Tax Invoice
  • You can add different Billing and Shipping Addresses
  • You will be able to use ALL Coupons.  Some coupon requires you to be registered with an Account
  • You can check on your price and stock alert subscriptions and update them
  • Manage your products reviews
  • Update your newsletter subscription preferences
  • Creating an account also allows you to use the Wish List Feature.

Q: I live in the Sydney Metro area (20km from CBD) and want my order delivered within 1 to 2 hours or same day

We will be offering a fast delivery service for a limited range of in-stock products.  This service is currently in a trial phase.  We advise local Sydney customers when it's up and running.  You may check the fee prior to checkout by using the Shipping Cost Calculator.

Sydney 2 Hour Liquor Delivery

Q: I want to find out about the status of my order. Whats the best way?

At MyBottleShop.com, we receive thousands of emails, phone calls, and chat enquiries each day and we do our very best to address them all. Often though the questions are the same. The most regularly asked question is what is the status of my order? Provided you have created your order using an account, you can check on your order status and order notes yourself. Here's how:

1. Login into your account ( or create an account BEFORE you place an order). Guest users cannot track the status of orders.

         Create account or login

2. Go to My Account

Go to My Account

3. Go to My Orders

Go to My Orders

4. Click View Order for the order you are enquiring about.  Note the status of the order.  

Processing means we have received the order and are packing it (you will receive it in 1 to 5 days).

Pending means, the order has NOT been received by us.

Cancelled means you didn't complete payment or the order timed out.

Backorder means the item is not in stock in our warehouse but has been ordered from our supplier (check the notes for more information).

Complete or Closed means the order has been shipped to you or is ready for collection from our Click and Collect centre in Sydney. 

View My Order

5. Review the order information including the delivery method and address to make sure everything is correct.

Order Information

6. Check for order notes called "About Your Order"

Order Notes

7. You will ALWAYS receive an email if a note is added to your order or your order status is updated. Make sure we are on your safe sender's list so our emails don't go into your junk folder.

Order Notes Email

Q: How Do I Track my Order once it has left the MyBottleShop.com warehouse?

Log in and go to your account section. Go to My Orders and view the order you wish to track. There will be a "Track" link on the right-hand side click to view your tracking. If there seems to be a delay first contact Australia Post to ask them to put a trace on the parcel. If there is still a problem THEN contact MyBottleShop.

Track an Order

eParcel Tracking

Q: When do I receive my $20 Coupon for becoming a subscriber?

You will receive your coupon code by email in about 3 days from when you signed up. Please add MyBottleShop to the safe sender's list so your coupon doesn't go to your junk email.

Q: I have entered my $20 coupon code but it says that it's invalid. What's wrong?

Most likely you are not logged in. You must log in (i.e. register an account on the top menu) to validate the coupon code. Once you have set up an account make sure you spend more than $100. If you forget to use your coupon code don't worry you can use it any time as long as you only use it once.

Q: I signed up to MyBottleShop.com as a subscriber and now I would like to use my $20 Coupon, but I don't know where to use the coupon code.

You must enter the coupon code on the shopping cart screen before you commence the checkout. You will see that once the coupon is validated $20 will be taken of your shipping cart total. Take a look at the screenshot below:

Q: I live in Australia and I need a Tax Invoice.  How do I produce that?

There are 2 options, First, you can print a copy of the Tax Invoice as soon as your order is confirmed.  Refer to the screenshot below:

Print Tax Invoice

The second option is to go to your My Account section and print the invoice from there.  

Q: What are the benefits of creating a MyBottleShop.com Account rather than Checking Out as a Guest?

It is much better for you as the customer to check out using an account rather than as a guest. This is because you can use the MyBottleShop account management features. Once you have created an account you can track your order every step along the process from packing through to delivery to your door. You can easily create an account using the social media login feature which allows you to quickly create a MyBottleShop account using your account with Facebook, Google , Twitter or Instagram.

  • Once your account has been created, you can view all the details of your account, including View Past Orders.
  • If you see the 'speeding truck' icon, you can click on that icon to view your Delivery Tracking information.
  • You can also add an Edit Address information in the account section as well as update your password.
  • You can print a Tax Invoice
  • You can add different Billing and Shipping Addresses
  • You will be able to use ALL Coupons.  Some coupon requires you to be registered with an Account
  • You can check on your price and stock alert subscriptions and update them
  • Manage your products reviews
  • Update your newsletter subscription preferences
  • Creating an account also allows you to use the Wish List Feature.

Q: How can I calculate the shipping cost PRIOR to checkout?

Once you add items to your shopping cart, MyBottleShop has a shipping calculator that you can use to calculate the shipping BEFORE you start the check out process. Have a look at this screenshot to see where you can find the shipping calculator. Remember in Australia any orders over $100 are free shipping and below $100 the shipping charge is only $10 flat rate to anywhere in Australia - so no need to use the shipping calculator.

Q: How do I sign up for a product waitlist to be notified when a product is back in stock?

For any product that is Sold Out or Coming Soon, simply go to the product on our site, click on the “Sign up for Wait List” icon and add your email. We always suggest your chose and email that you have access to all the time, to avoid disappointment. After notification goes out with some products, they sell out extremely quickly.

Q: In the case of Limited Edition numbered bottles, how do I know what serial, bottle, batch numbers are available?

Due to the exclusive nature of the products we sell, there will be products that are numbered by bottle number, batch number, and or serial number. Unless specifically stated in the description or the title of the product that you are buying a definite bottle, batch or serial number, you will be sent any bottle number our supplier provides. An indication of whether a bottle is sold by number is generally in the value of the bottle.  For example, lower bottle and batch numbers generally command a higher price as they are sought after by collectors. Please read the description of the product carefully and do NOT rely on the photo of the bottle since the photo of the bottle is taken at a certain point in time and is not updated each time a batch number changes. In the case of valuable collector's bottles and where the batch or bottle number is mentioned in the title or the description, you can in most cases rely on the photo of the bottle. If you have any doubt or just want to be sure please call 1300 963 000 or email customers@mybottleshop.com.au to confirm the exact bottle number, batch number, or serial number you will receive. 

Q: I am interested in buying a particular wine vintage (year), what should I do?

MyBottleShop.com retails all wine bottles independent of the vintage unless otherwise specifically stated.  To be clear, when you buy wine, you are buying the wine variety NOT the vintage. This means we will send you whatever is the current available vintage.  For rarer and more expensive bottles, we will specifically list and sell the bottle by the vintage year. This means the vintage year will be in the title of the product.  If the wine you purchase does not specifically state the vintage year in the title of the product, you will be sent the currently available vintage. If you are seeking a specific vintage for a bottle of wine you must always call or reach out on live chat BEFORE you purchase the bottle and our team will do the best to advise you on the currently available vintage.  But this is no guarantee as we rely on our suppliers to provide up to date and accurate information about available vintages and cannot offer refunds or exchanges in cases where a different vintage is sent except in cases where the vintage year is specifically stated in the title of the product, in which case we will honour the vintage year by sending you the correct vintage or providing you a refund.  Where refunds are offered, you must send back the wrong vintage in accordance with our terms.

Q: Can I track my parcel to see where it is?

1. Status of the order within our warehouse
At any time after you have placed your order, you can Track your Order at your "My Account" section. You must have set up an account to use this feature. (If you checked out as a guest, you cannot track your order in our warehouse.) You will be able to track the status of your order e.g. processing, packing, shipped, backorder, pre-order and so on...


2. Your order has been shipped from our warehouse
MyBottleShop uses a number of courier options to send our parcels around Australia and around the world.   Each order is entered by MyBottleShop into the couriers tracking system. Once the parcel is consigned in our warehouse, the courier company will send you tracking updates by email so that you know the status of your parcel. You can use this tracking number at any time to track your order by visiting the courier company's website.  If for example, Sendle is the courier company, Google "track sendle parcel" and then enter your tracking number. 

Sometimes the tracking email may go into your Junk folder in your email system, so be sure to check that. It is also very important that you have entered your email address correctly when placing your order as that is the email address we use to send your tracking updates.

Q: My parcel has gone missing in transit from MyBottleShop to my home or work location?

We are an online business and we outsource the delivery of our parcels to various courier companies.  We pay them to deliver the parcels on-time and with care.  In some cases a parcel will go missing but usually this happens less than 1% of the time, BUT it does happen.  It's annoying for both you and for us.  Often courier companies make it difficult to claim insurance for lost parcels (Australia Post for example) and others have an excess such as $100 which means any lost parcel is a cost to us since we accept final responsibility for delivery of the parcel.  Rest assured we want to find out where the parcel is, but we have to follow an investigation process.  Here is the process:

1. Firstly track the order to find out where the parcel is.
It may be delayed for some reason or there was a problem with the address and possibly the parcel has been returned to us. But its possible the parcel will still arrive no problem, but just a bit later than expected.

2. If you genuinely think that the parcel is lost in transit reach out and contact the courier company.
While MyBottleShop is responsible ultimately for the delivery of your parcel - in most cases, we will simply do the same thing as you i.e. contact the courier company.  Contact the courier company by phone or email and ask them to put a trace on the parcel and then wait for a response.  Many times this solves the issue and by contacting the courier company you have saved time. 

3. After you have contacted the courier company but received no resolution contact MyBottleShop.com.
We will escalate the matter with the courier company.  The last thing we want is our parcels to go missing. Our parcels contain liquor and liquor related products and are mostly large and difficult to simply lose.  We want the courier company to explain where the parcel is or investigate why it was lost.  In our industry we are very concerned about the theft of parcels.  Once the investigation is complete and we determine your parcel cannot be found, we will send another parcel or refund you.

Q: I received my parcel damaged or it has been damaged in transit.  What should I do? Do I have delivery insurance?

The first step is to check whether you selected the optional Delivery Insurance at checkout as this significantly affects how we handle damaged parcels.  Please understand that MyBottleShop always carefully wraps and ships all fragile items.  We call this “Secure Postage”. We will either carefully wrap the item or use a courier approved bottle box or glass package. We wrap all items in Fragile Tape denoting that the item is fragile and should be handled with care.   The courier company must NOT hand over parcels that clearly contain broken items or show signs of leakage. That is a breach of our contractual agreement with them. The courier company must return the broken parcel to MyBottleShop.  In the rare event you do receive a broken item, you should immediately return the item to MyBottleShop via the Reply Paid address or via courier return label (free of charge to you). Wherever possible though do NOT take possession of the broken item. This is in accordance with our agreed courier delivery policy.

At MyBottleShop we invest significantly in wrapping and packaging materials to ensure that you receive your fragile yet valuable item as it left our warehouse.  In the case of collectible items, we carefully check every item to ensure quality control. A member of the warehouse team will very carefully pack and check collectible and valuable bottles.  This safeguards both MyBottleShop and you as our valued customer since we both know the item left the MyBottleShop warehouse in an undamaged state. Since we quality check every item before it leaves our warehouse we do not take responsibility for damaged items, unless you have Delivery Insurance (see below).  We video record all parcels as they are packed.

If you receive a parcel that is damaged and you have NOT paid the delivery insurance, you must return the parcel (at our cost) so we can conduct an investigation into why the parcel was damaged.  We will claim insurance from the courier company and then re-send you a new parcel or refund you.

Delivery Insurance

MyBottleShop offers optional Delivery Insurance for all parcels.  Simply ensure the Delivery Insurance option is ticked during the checkout.   Delivery Insurance will cover you from both financial loss and time for both lost and damaged parcels. If you have selected Delivery Insurance for your order and your parcel is lost or damaged, MyBottleShop will immediately send you a replacement parcel or process an appropriate refund based on your choice.

If you do not choose to insure the safe delivery of your parcel, MyBottleShop must seek to recover compensation from the courier company before a refund or parcel resend can be authorised. In some cases, this process can take up to 3 weeks for the courier company to conduct an investigation. If you have not selected the optional Delivery Insurance we are unable to insure damaged parcels with an order value under $100 in accordance with our courier's insurance policy. Note there is no insurance on Return to Sender (RTS) parcels and insurance does not cover parcels where the parcel is safe dropped at your home or business.  Currently, there is no insurance cover for international deliveries.

If you have the parcel in your possession...
Please return it as soon as possible to MyBottleShop.com Reply Paid 86664 34D Fitzroy Street Marrickville NSW 2204 Australia or via our courier return label. Upon receipt of the broken parcel we will commence an investigation if you have no delivery insurance OR send you a new parcel or refund if you do have delivery insurance.

Q: I see you have some products available on pre-order, what exactly does that mean?

Some limited edition specially imported or strictly allocated products may be available for you to pre-order. Pre-ordering means you are guaranteed to receive a bottle but will have to wait longer than usual to receive the item. The typical wait time is 4 weeks. The product will be clearly marked as being available for pre-order as will your order confirmation email reminding you that this is a pre-order and the usual wait time is 4 weeks.