Frequently Asked Questions

Here's some information about our policies that you might find helpful, including: 

General Information,

Ordering,

Gifts,

Shipping & Delivery,

Returns & Exchanges,

Privacy & Security, and

our Social Responsibility Statement.

Thank you for your business! We truly appreciate your support. Feel free to contact us if you have any other questions or need more assistance!

 

GENERAL INFORMATION

What does Quvé sell? Quvé offers a tastefully handpicked variety of wines and alcoholic beverages* made by people whose core values match our own, represented exclusively in Ontario by Quvé Group, our import agency. Have a special request for our store? Please contact us - any / all suggestions welcomed!

Restaurants and Liquor License holders - please reach out by email to order from us offline. We'd love to hear from you!

*Quvé does not directly sell or mark up beverage alcohol, but rather acts as facilitator to collect customer orders, to arrange for purchase and delivery from LCBO. Prices displayed for beverage alcohol are net exclusive of HST or bottle deposit, and include the LCBO sale price, duties, storage and lab fees, plus an agency fee. LCBO sale price is included in your final invoice. A copy of your final invoice with all details from each respective agency is emailed to you after your order is shipped. The resale of alcohol by a private individual is strictly prohibited by law.

Why should I purchase my wines online? Supporting local has never been easier! We offer the convenience and speediness of online shopping and direct delivery, combined with the well-considered aesthetic of a downtown boutique, and the friendly customer service of your neighbourhood general store. We hope you give us a try!

What payment methods do you accept? You may use the following payment methods directly on Quvé: American Express, Visa, MasterCard, Interac Online, Apple Pay and Google Pay. 

Can I trust Quvé? All information is sent securely, using strong encryption technology. We never sell or give your private information to anyone else. And above all, we remain a people-centred business - you will always be able to reach someone to speak with if needed.

Where are you physically located? Quvé is based in downtown Toronto*, Ontario, Canada.

*Land acknowledgement: Quvé acknowledges the land our office is operating on is the traditional territory of many nations including the Mississaugas of the Credit, the Anishnabeg, the Chippewa, the Haudenosaunee and the Wendat peoples and is now home to many diverse First Nations, Inuit and Métis peoples. We also acknowledge that Toronto is covered by Treaty 13 with the Mississaugas of the Credit.

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ORDERING

How old do I have to be to order from Quvé? Wine and alcohol purchases may only be purchased by residents of Ontario of legal drinking age or older, with a valid delivery address (PO boxes not applicable). Purchases that do not meet the ID check requirements of all first-time new customers will be cancelled and refunded, subject to a penalty fee equal to their original delivery fee.

Is my order subject to tax or bottle deposit? Wine and alcohol purchases may be purchased by residents of Ontario with a valid delivery address only (PO boxes not applicable). When you complete your order, HST will be added to your checkout total. A bottle deposit fee of $0.20 per bottle is included in the price of each product. In Ontario, empty recyclable containers may be exchanged for the bottle deposit refund at any The Beer Store location.

How do I know that my order has been received? As soon as you have completed your checkout transaction, you will receive an automatic email confirming your order. As we process your order, you will receive another email to confirm the estimated time and date of your delivery. Finally, you will receive an email when your order is on its way! If you did not successfully receive our automated order confirmation email, please ensure that info@quve.ca is a Trusted Sender so our message does not land in your Spam or Junk folder. Have a question about your order? Please contact us, quoting your Order Number. We would be happy to help you!

When will I be charged for my order? You will be charged as soon as you make an order.

How do I view the status of my order? As your order is processed, you will receive three notification emails: a confirmation email, a processing email, and finally a shipment notification email. We welcome you to contact us, quoting your Order Number, if you have any questions about your order.

How do I cancel my order? We understand the need to sometimes cancel your order after it's been placed. If you decide to cancel prior to delivery, we will do our best to process your order cancellation as quickly as possible. Please email us at info@quve.ca stating your Order Number and reason for cancellation, and we will help you as soon as we are able. Kindly note, if your shipment is already en route for delivery, we will need to facilitate your return differently and this may take more time.

Can I make changes to my order once it has been placed? We are unable to add or change items to an order, after your purchase is complete. In some cases, we may be able to manually adjust your order offline, before it is processed. However, once an order has begun the processing stage, we may not be able to make further changes. Please email us at info@quve.ca as soon as possible, if a change is desired, and we will do our best to accommodate.

How can I ensure that I do not lose the items in my shopping cart? If you are logged into your Quvé account while you shop, your shopping cart items will be saved and viewable on any device on which you use your Quvé account. However, if you are not logged into Quvé, your shopping cart will remember items based on the browser permissions of the specific device you are shopping on only. You will be prompted to create a Quvé account upon checkout.

The item I want to purchase is now sold out. What do I do now? We're sorry to hear the item you were looking for is sold out! You have very good taste! While we do not have exact time frames for when we can restock an item, we encourage you to please contact us directly so that we can double-check on an item's availability, reserve the item for you in advance, or provide you with a recommendation of something similar while we work to restock your item as soon as possible!

Do I need a Quvé account to place an order? No, an account is not mandatory, however for your convenience and peace of mind, we recommend setting up Quvé account to ensure you receive all order confirmation and delivery messages, and to save your order history for future reference. We also perform one mandatory ID check with your very first delivery (unless you are Benjamin Button!), which will be linked to your Quvé account.

I've forgotten my password - help! Not to worry. Please email support@quve.ca and we will help reset your account with a temporary password that you may change back to one of your choosing.

Where can I find my Order History? After you have logged into your Quvé account, you can click on your profile button next to the Shopping Cart in the upper right hand corner to view your account details such as Order History and Saved Addresses. If you are using a shared computer, please remember to log out when you have finished shopping!

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GIFTS

How do I send a gift from Quvé to a friend? Piece of cake! Please ensure your recipient's name and address is the destination entered in the Shipping Address fields. If you would like to add a handwritten greeting card or special gift packaging, please visit our Gifts & Accessories page, and email us at info@quve.ca quoting your Order Number with any special directions and the message you would like inscribed in the card.

Kindly note, we perform a mandatory ID check for recipients of beverage gifts. Quvé does not leave deliveries on porches or at the doorstep, so please provide a valid telephone number where we can reach the recipient to arrange for contactless delivery.

Do you offer Gift Cards? Thank you for thinking of us for your gifting needs - we absolutely do! Currently we offer Gift Cards in increments of $25, $50 and $100 here. Alternatively, please feel free to contact us at info@quve.ca - we would be pleased to create a custom gift solution for you.

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SHIPPING & DELIVERY

How much is delivery? We currently offer Contactless Delivery to all addresses in Ontario (except PO boxes):

  • For addresses with an M2-M9 postal code, and most addresses in the L4-L6 areas, delivery is $15.00.
  • For remote addresses, delivery by Ground Shipping is $25.00 when you spend $500.00 or more. We currently use Loomis Express which enables you to track your shipment online, as well as access to two Customer Service desks (phone and live chat) for inquiries. Kindly note, when you choose this option, your order will be considered a final sale as soon as it has been dispatched by the courier, and we will not be able to process any refunds or exchanges.

Where do you ship? Technically, we are able to ship beverage alcohol across all of Ontario. However, as we are a small, growing company - we may have some limitations with timing for locations outside of the GTA. We are working to expand our contactless delivery services as quickly and safely as possible. If you reside outside of the GTA and would like to place an order with Quvé, thank you! Please email us at info@quve.ca prior to placing your order so that we can be in touch to make special arrangements for shipping.

What shipping method(s) do you use? We believe in being as earth-friendly as possible. We currently use one vehicle equipped with an eco drive train, and we are looking to expand our services with an approved third-party provider shortly. We do charge a nominal delivery fee, to offset the environmental impact on starting a car for small purchases. Please see our Environmental policy below for details. We are looking for greener, more reliable solutions every day, so rest assured we will offer them as soon as they are available!

How long will my order take to arrive? All orders currently require 1-3 business days of processing time to be picked and delivered. If you require an expedited delivery, please contact info@quve.ca in advance of placing your order. Please see the banner at the top of our homepage for the latest status on our delivery services.

How do I track my order? You will receive automated emails notifying you about your order status. If your order is out for delivery, but you need to leave your home or office for a moment, no problem! Please email info@quve.ca - our inbox is regularly monitored and we will dispatch your note to our delivery service to ensure we can accommodate your timing.

Can I pay to receive Express Shipping? Please contact info@quve.ca to make any special arrangements - we are happy to try our best to accommodate any expedited requests.

What if I live in a remote area? Thank you for supporting Quvé! If you are based in an area that is harder to access, please email info@quve.ca prior to placing your order, so that we may discuss a safe and efficient Contactless Delivery solution for you.

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RETURNS & EXCHANGES

PLEASE NOTE, IN ORDER TO MAINTAIN THE HEALTH AND SAFETY OF OUR CLIENTS AND OUR TEAM, NO RETURNS WILL BE ACCEPTED ON PURCHASES MADE DURING THE COVID-19 PANDEMIC. OUR REGULAR RETURN POLICY (BELOW) WILL BE REINSTATED FOLLOWING THE END OF THE PANDEMIC. THANK YOU FOR YOUR PATIENCE AND UNDERSTANDING.

What is your return policy? We accept unopened CASES of products up to 30 days after the date of purchase. LCBO regulations stipulate that the product sold is in fact the entire case of product itself; therefore, we are unable to accept returns on individual bottles/cans or boxes with broken seals.

For corked or faulty product, we are able to offer your choice of one (1) of the following solutions within 30 days of purchase, to a maximum of one (1) bottle per case:

  1. A discount on your next Quvé purchase equal to the value of the bottle being returned (less bottle deposit); or,
  2. A refund for the value of the bottle, less bottle deposit, to your original payment method.

How do I make a return request? Please email info@quve.ca quoting your Order Number, and we will be in touch as soon as possible to arrange next steps!

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PRIVACY & SECURITY

What security measures do you put in place to protect my identity and personal / financial information? Your privacy is very important to us. In order to protect your personal information, all information sent through our website is encrypted and stored on private, secured servers. 

Will I receive junk email from you after I place an order? No. The only communication we send out to Quvé customers is The Q, our monthly(ish) magazine. If you would like to receive The Q, please subscribe via the link on our home page. 

I do not wish to use my credit card, are there alternatives? Absolutely! Our website is equipped to accept Interac online, Apple Pay and PayPal in addition to American Express, MasterCard and Visa. Kindly note, we only accept payment via our website. Email or phone orders are not accepted at this time; however, you may contact us to arrange for payment via Interac e-transfer.

Why does Quvé ask to remember my credit card number? This automatic, secured, encrypted option is available for your shopping convenience! Your credit card will never be charged unless you are logged into your Quvé account to make a purchase.

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OUR SOCIAL RESPONSIBILITY STATEMENT

We take our values very seriously. Please email info@quve.ca if you have any questions or concerns and we will address your inquiry as soon as we are able.

Responsible Drinking - Quvé has a zero tolerance policy toward drinking and driving and does not condone the purchase or further consumption of alcohol by those who are showing signs of intoxication. We adhere to SmartServe Ontario regulations and do not allow purchases by anyone under the legal drinking age. We perform one mandatory ID check with every new customer's first order.

Environmental - Quvé is very conscious mindful about the individual and collective impact of each person's actions on our planet. We do our best to be a 100% paperless company. All business transactions take place securely online, and we keep electronic records only. From time to time, we may print some materials for corporate use, such as business cards, but we do so using 100% recycled paper only. Quvé also chooses its wineries and business partners wisely and ensure they also share our values of caring for the environment as best possible.

Quvé also believes that home delivery is a privilege, not a right, and that the environmental impact of accessing hard-to-find international wines directly on your doorstep must be offset by a nominal fee. We endorse bulk or advance ordering to reduce the number of individual deliveries needed day to day.

Human Rights - Quvé is a privately held company owned by a female immigrant minority. Quvé welcomes customers and business partners from all walks of life with open arms, including BIPOC, all ethnic communities, belief systems and LGBTQ2IA+. Our goal is to serve all customers and business partners with an equal amount of respect and understanding. (Quvé also recognizes its limitations and in time with growth and capital will work toward making our website more convenient for disabled persons to access.) All comments on The Q are moderated; messages of racism, discrimination, prejudice or hate are not accepted on this website and will be deleted and reprimanded.

Philanthropic - Quvé does its best to give back to the community through volunteer work, and financially whenever possible. From time to time you may see online promotions on Quvé involving non-profit agencies; please know that unless explicity mentioned, we do not have direct affiliation with any organization mentioned on this site other than to communicate our official support of their cause.

Economic - Quvé is very proud of its product selection and quality. We trust our product prices are fair, reasonable, and properly reflective of similar goods in current market dynamics. We also carefully select suppliers and business partners whose philosophies and values mirror our own. 

While Quvé is still a small startup company of one, we intend to be an equal opportunity employer in the future and we aim to do our best to eventually hire from within the groups that we recognize and support.

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