It seems as though 2020 will continue throwing curveballs at us until the very end. But first and most importantly, we hope you and your family are staying safe during this turbulent time.

This holiday season, online shopping and shipping volumes are expected to be at an all-time high. As a result, courier delays are widely expected, and it may take longer than usual for your package to arrive once it leaves our facility. That may include delays at courier sorting hubs, resulting in packages that leave our facility but might not scan into the courier's system for an extra day or so--we hope not longer. Transit delays may also occur--once packages do scan, they may take longer than normal to get to your door. 

Severe weather also got in the way, battering the northeast including our upstate New York shipping facility. The timing of the storm couldn't have been much worse, causing delays and hampering our ability to get orders out the door.   

Frustratingly this is out of our control, but we remain committed to doing everything we can to get your shipment in your hands as soon as possible, including delivering as many packages within our power prior to Christmas. 

We appreciate your understanding, and are here to answer any questions or concerns you might have. As always you can reach us at (844) 444-9311 or at customerservice@splashwines.com.

From our family to yours, we wish you a very happy holidays. 

Best,

Parker Imeson - Chief Operating Officer

Putting the best face on it, these are pretty uncomfortable times with a lot of uncertainty. It will pass, but I think we will all get through it a lot easier by assuming a position of responsibility, not only for ourselves but also for those around us. The team at Splash want you to know that we have implemented the following in order to stay safe and continue providing our customers with the amazing wine and outstanding customer service they have become accustomed to:

• DISTANCING. Our entire team—which is only 18 to begin with—has been working from home and will continue to do so until the country gets to the other side of this crisis. They are fully integrated with access to our entire system and the transition has been seamless, with customer service performing at the same high level you have come to expect.

• PRODUCT SAFETY. Wine—regardless of the country of origin—is not impacted by Covid-19. It is produced and shipped in sterile conditions and the possibility of contamination during the delivery process is negligible given the precautions being taken by all courier services. There have been no reports of anyone being contaminated by courier packaging and we do not expect it.

• WINE AVAILABILITY. Right now, we are well-stocked with most wines and are working diligently to secure more product as quickly as possible to keep all your favorites available as demand increases. As such, it is possible that we may run out of some bottles. If this happens, please rest assured that we will act in your best interest to replace them with bottles of equal or greater value. 

• WINE SHIPPING. Because of the spike in direct-to-consumer online shopping, like all other online retailers, we are experiencing short delays as the delivery system becomes more burdened. We know that our loyal customers have become accustomed to very quick delivery. Please trust that our warehouse team is working tirelessly to pack your order and we trust that the couriers we work with are doing their absolute best. In the worst-case scenario, it is possible that we could experience periodic shutdowns if a significant part of the fulfillment or delivery workforce is impacted in the coming weeks. We hope that this is not the case and you can be assured that we will always work hard to keep supply lines open, but we also think it is important to prepare for any possibility. Whatever happens, our customer service team will communicate any updates with you. 

•PRICING. No matter what, we are not going to change our pricing strategy to take advantage of the circumstances. Not only will we never engage in price gouging, but soon you can look forward to better-than-ever deals as we try to do our part to help improve the outlook. Stay tuned for that!

We always appreciate your business, but it is times like this that we learn just how grateful we are that you are part of the Splash family.

Best,
Rob ImesonFounder/CEO - Splash Wines