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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

• Gliding Eagle / Wine Services website
• Online Knowledge Base (FAQ)

Email

[email protected]

Phone Support

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

Napa Office

Receiving wines and fulfilling orders

• Gliding Eagle Inc., 120 Tower Road #1, American Canyon, CA 94503
• M-F: 10am - 5pm. By appointment only for drop-offs; email [email protected]. 

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: Fridays, typically. It will be switched to Tuesdays starting on 3/7.
• Wine ship-out: Monday, Tuesday, and Friday by 2 pm (PST)