Shipping policy
All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
Domestic Shipping Rates and Estimates
Shipping charges for your order will be calculated and displayed at checkout.
Free shipping in BC over $175!
Local delivery
Free local delivery is available for all orders within 25km from the store location.
Once you place your order we will email or call you to arrange next day delivery.
In-store pickup
You can skip the shipping fees with free local pickup at our store (108 - 975 Academy Way, Kelowna, V1V 3A4 BC, Canada)
After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 1 hour. We will send you an email when your order is ready along with instructions.
Our in-store pickup hours are 11:00 AM to 11:00 PM, weekdays and weekends included. Please have your order confirmation email with you when you come.
1. Order Placement:
1.1 Customers can place orders through our online platform, selecting the "In-Store Pickup" option during checkout.
2. Confirmation Email:
2.1 Upon successful order placement, customers receive a confirmation email with details of their order, including the estimated time for order fulfillment.
3. Order Processing Time:
3.1 Our staff requires a minimum processing time to prepare the order for pickup, typically within 1 hour. This timeframe is communicated to the customer during the checkout process and is reiterated in the confirmation email.
4. Ready for Pickup Notification:
4.1 Once the order is ready for pickup, customers receive a notification via email or SMS, indicating that their order is prepared and available for collection at the designated store location.
5. Pickup Location:
5.1 Orders can be picked up at the designated pickup area within the store. Clear signage and instructions are provided to guide customers to the correct location.
6. Identification and Verification:
6.1 Customers are required to present a valid form of identification matching the name on the order and confirming that they meet the legal age requirements for any alcoholic beverage purchases.
7. Third-Party Pickup Authorization:
7.1 If someone other than the customer is picking up the order, explicit authorization is required. The authorized person must present a copy of the order confirmation and their identification for verification.
8. Order Retrieval Period:
8.1 Orders must be collected within a specified timeframe, as communicated in the confirmation email. After this period, unclaimed orders may be subject to cancellation or restocking fees.
9. Quality Check:
9.1 Before handing over the order, our staff conducts a final quality check to ensure that all items are accurate and in satisfactory condition.
10. Customer Assistance:
10.1 Store staff is available to assist customers with any questions or concerns during the pickup process.
11. Returns and Exchanges:
11.1 Customers can inquire about returns or exchanges during the pickup process, and our staff will provide guidance on the applicable policies.
12. Feedback and Concerns:
12.1 We welcome customer feedback and address any concerns promptly. Contact information for customer support is provided in the confirmation email.
International Shipping
At Franco's Liquor Store unfortunately we are unable to provide international shipping at this time.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within X days of receiving your shipping confirmation email, please contact us at francosliquorstore@gmail.com with your name and order number, and we will look into it for you..
Shipping to P.O. boxes
We do not ship to P.O. boxes
Proof of identity might be required
At Franco's Liquor Store we prioritize the security of our customers and the integrity of our transactions. To maintain a safe and trustworthy shopping environment, we may require proof of identity for specific orders. This measure is implemented to protect both you, the customer, and us, the service provider.
1. Orders Subject to Verification
Certain orders, determined at our sole discretion, may be subject to identity verification. This verification process is typically triggered by factors such as order value, payment method, or other indicators of potential risk.
2. Proof of Identity Requirements
When requested, customers must provide proof of identity, which may include, but is not limited to, the following:
- Full legal name
- Valid government-issued identification (e.g., driver's license, passport, or ID card)
- Contact information (email address, phone number)
- Additional information as deemed necessary for verification
3. Confidentiality of Information
We take your privacy seriously. Any information provided for identity verification purposes will be treated with the utmost confidentiality. Your personal information will not be disclosed to any third parties except as required by law or in connection with the verification process.
4. Use of Information
The information collected for identity verification purposes will only be used for that specific purpose. It will be securely stored until the order is successfully processed and payment is received on our end. Once the verification is complete, your information will be handled in accordance with our Privacy Policy.
5. Refusal of Verification
In the event that a customer refuses to provide the requested proof of identity, we reserve the right to cancel or delay the order until satisfactory verification is obtained. Failure to comply with verification requests may result in order cancellation and a refund, if applicable.
6. Verification Process Timeframe
We understand the importance of timely order processing. Our team will make every effort to complete the verification process promptly to minimize any inconvenience to you.
7. Contact and Support
If you have any questions or concerns regarding the verification process or how your personal information is handled, please contact our customer support team at [Your Customer Support Email] or [Your Customer Support Phone Number]. We are here to assist you.
By placing an order with Franco's Liquor Store, you acknowledge and agree to comply with our Proof of Identity for Certain Orders policy as outlined in our Terms of Service.
Refunds, returns, and exchanges
We accept returns up to 14 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return. The product must be in saleable condition
WHAT IS SALEABLE CONDITION?
A product is considered in saleable condition if it:
- Is unopened with caps, seals, labels, and original packaging intact and with no visible tampering.
- Is in its original condition.
- Is in its original selling unit (e.g., full case).
- Shows no evidence of deterioration with age.
In the event that your order arrives damaged in any way, please email us as soon as possible at francosliquorstore@gmail.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please don't hesitate to contact us at francosliquorstore@gmail.com.