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Support Priorities

Our business model primarily supports winery clients on contract with us (Gliding Eagle Winery Network). We are happy to support others on a best-effort basis.

We are focused because our team is unique in the wine industry, specializing in multi-language support and knowledge in filing compliance with over 50 Customs globally using our technology.

  • Priority 1: Winery clients on monthly subscription contracts. Email and phone support, typically within one business day. The ship-out time is typically within 2 business days after we receive the wines and confirm the order info
  • Priority 2: Wineries and merchants using our Intl DTC App software. Best effort support via email only, typically within 2-3 business days. The ship-out time is typically within a week after we receive the wines and confirm the order info.
  • Priority 3: Private customers. Best effort support via email only, typically within 2-4 business days. After P1 & P2 are completed, we will process these orders. 

Online Support

Web
Email

[email protected]


Phone Support

+1-888-454-2879 (Primarily for P1 clients)


Napa Office

Receiving wines and fulfilling orders

Business Hours

Monday - Friday, 9 am - 5 pm (PST) for Customer Service

Drop Off Monday - Friday 10 am - 5pm (PST) by appointment. 

Weekly Operations

  • Wine pick-ups from winery clients: Wednesday, typically.
  • Wine ship-out: Monday, Tuesday, and Friday by 2 pm (PST)

US Holidays Observed

  • New Year’s Day 
  • Martin Luther King, Jr. Day 
  • Memorial Day 
  • Independence Day 
  • Labor Day 
  • Thanksgiving 
  • Christmas Day

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