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  • Pelee Island Winery Frequently Asked Questions

🍷 General Questions

Pelee Island Website Ordering

  • How do I place an order?

    Simply browse our online store, add your favourite wines to your cart, and proceed through our secure checkout.

  • Can I modify my order after placing it?

    If your order has not yet shipped, we’ll do our best to help.

    Please contact us immediately.

    Once an order has shipped, we cannot change:

    • Shipping address
    • Products
    • Coupon codes
    • Gift cards
  • Can I cancel my order?

    Orders may be cancelled before shipment.

    Once shipped, orders cannot be cancelled.

  • Can I send wine as a gift?

    Absolutely.

    Simply enter the recipient’s shipping address during checkout.

    Please remember that someone of legal drinking age must be available to receive the package.

  • Do you offer gift cards?

    Yes.

    Digital Gift Cards are available and make a perfect gift for any wine lover.

🏪 Kingsville Retail Store FAQ

🏝️ Pelee Island Pavilion FAQ

  • Where is the Pelee Island Pavilion located?

    The Pelee Island Pavilion is located on beautiful Pelee Island and offers wine tastings, food, seasonal events, and stunning waterfront views.

    20 East West Road,  Pelee Island,  ON N0R 1M0

  • When is the Pavilion open?

    The Pavilion operates seasonally.

    For the latest opening dates, hours of operation, and seasonal updates, please visit our website, follow us on social media, or subscribe to our newsletter.

  • Do I need a reservation to visit the Pavilion?

    Reservations are generally not required to visit the Pavilion.

    However, if you’re interested in booking a guided Pavilion Tour, reservations are required. Tours are available for groups of 6 or more and must be booked in advance to ensure the best experience.

    To discuss availability, tour options, or your preferred date, please contact our team:

    📞 (519) 733-6551 ext. 320

  • Can I purchase wine at the Pavilion?

    Yes.

    The Pavilion offers a selection of Pelee Island Winery wines available for purchase to enjoy during your visit or to take home.

    Please note that not all wines available online or at our Kingsville Retail Store are available at the Pavilion. Wine selection is limited and may vary throughout the season.

  • How do I book the ferry to Pelee Island?

    To visit Pelee Island, you’ll need to travel by the Pelee Island Ferry.

    Because ferry schedules and availability may change due to weather, seasonal operations, or demand, we recommend checking the official Ontario Ferries website before planning your trip.

    View the latest ferry schedule and book your trip here:
    https://www.ontarioferries.com/pelee-island-ferries/schedule-overview/

    We recommend booking your ferry in advance, especially during weekends, holidays, and the busy summer season.

  • Is the Pavilion pet-friendly?

    Yes.

    Friendly dogs on a leash are welcome in our outdoor areas.

    Please clean up after your pet and ensure they remain under your supervision.

  • Can I bring my own food to the Pavilion?

    Outside food policies may vary depending on the event.

    Please check with our team before your visit.

  • Is there parking at the Pavilion?

    Yes.

    Parking is available for Pavilion guests.

  • Is the Pavilion family-friendly?

    Absolutely.

    Families are welcome to enjoy the Pavilion grounds. Please note that alcoholic beverages may only be purchased and consumed by guests of legal drinking age.

  • Can I pick up an online order at the Pavilion?

    Yes. Pelee Island Pavilion pickup is available for online orders.

    All orders from Pelee Island are transported to the mainland every Thursday. Once transferred, your order will be available for pickup the following day (Friday) between 11:00 a.m. and 5:00 p.m.

    We’ll notify you when your order is ready for pickup. Please wait for your confirmation before visiting the Pavilion.

  • What happens if the Pavilion closes due to weather or air quality?

    Guest safety is our priority.

    In the event of severe weather, poor air quality, or other unforeseen circumstances, temporary closures or modified hours may occur.

    Please check our website or social media channels for the latest updates before visiting.

Shipping & Delivery

  • Where do you ship?

    We currently ship to most Canadian provinces.

    Unfortunately, we cannot currently ship directly to:

    • Alberta
    • Quebec
    • Yukon
    • Northwest Territories
    • Nunavut

    We also do not ship outside Canada.

  • How long does shipping take?

    Ontario

    Approximately 3–5 business days.

    Outside Ontario

    Approximately 5–7 business days.

    Delivery times may vary during holidays or severe weather.

  • Is a signature required?

    Yes.

    Someone of legal drinking age must sign for every delivery.

    Government-issued ID may be required.

  • What happens if no one is home?

    The courier may:

    • Leave a delivery notice
    • Hold your package for pickup or call the shipping company to schedule your delivery.
    • Return the shipment

    Additional shipping charges may apply if a package is returned because no eligible recipient was available.

  • Can you deliver to a P.O. Box?

    No.

    Alcohol shipments require an adult signature, so P.O. Box deliveries are unavailable.

  • Can you deliver to apartments or condos?

    Yes.

    Please include your buzzer code or delivery instructions during checkout.

    Many couriers will leave packages with your concierge or receiving area.

  • My order hasn’t arrived. What should I do?

    Please contact us or your shipping carrier.

    Pelee Island Winery

    📞 (519) 733-6551

    📧 support@peleeisland.com

    Carrier Support

    GLS: 1-888-463-4266

    Canada Post: 1-800-267-1177

    FedEx: 1-800-463-3339

Payments & Promotions

  • What payment methods do you accept?

    We accept major credit cards and other payment methods displayed during checkout.

  • Why was my payment declined or not accepted?

    For your security, all online payments are processed through a secure payment gateway that uses fraud detection and security measures to help protect against unauthorized transactions.

    In some cases, legitimate credit cards may be declined if the transaction is flagged by these security checks.

    If your payment wasn’t accepted, we recommend:

    • Double-checking that your billing information matches your credit card details.
    • Trying a different payment method or credit card.
    • Contacting your credit card provider to ensure there are no restrictions on your card.

    If you’re still unable to complete your purchase, please contact our Ecommerce Technical Support team.

    📞 Ecommerce Technical Support
    Phone: (519) 733-6551 ext. 228
    Hours: Monday–Friday, 8:00 a.m. – 4:00 p.m. (ET)

    If we’re unavailable, please leave a voicemail with your name, phone number, and a brief description of the issue. A member of our team will return your call as soon as possible.

  • Why does your website decline some credit cards?

    To help protect our customers and prevent fraudulent transactions, our payment gateway automatically screens every purchase.

    Occasionally, valid transactions may be declined by these security measures. This doesn’t necessarily mean there’s an issue with your credit card.

    If you continue to experience problems, please contact our Ecommerce Technical Support team, and we’ll be happy to help you complete your order.

    📞 (519) 733-6551 ext. 228
    Monday–Friday, 8:00 a.m. – 4:00 p.m. (ET)

  • Can I use more than one promo code?

    Only one promotional code may be used per order unless otherwise stated.

  • Why didn’t my coupon work?

    Coupons may have:

    • Expired
    • Minimum purchase requirements
    • Product exclusions
    • Province restrictions

    If you’re unsure, contact our Customer Support team.

  • How do I receive a birthday coupon?

    Simply subscribe to the Pelee Island Winery newsletter and provide your birth date when signing up.

    Eligible subscribers will receive a birthday offer during their birthday month.

  • Why haven’t I received my birthday coupon?

    Birthday coupons are sent during the month of your birthday to customers who are subscribed to our email newsletter.

    If you haven’t received your coupon:

    • Make sure you’re still subscribed to our newsletter.
    • Check your Spam, Junk, or Promotions folder.
    • Allow a few days for the email to arrive during your birthday month.

    If you still can’t find it, please contact our Customer Support team and we’ll be happy to help.

    📧 support@peleeisland.com

    📞 (519) 733-6551 ext 228 (available Monday – Friday at 8am-4pm)

  • I subscribed to your newsletter. When will I receive my 10% welcome coupon?

    Your welcome email is usually sent shortly after confirming your newsletter subscription.

    If you don’t see it, please check your Spam, Junk, or Promotions folder.

    If you still haven’t received it, contact our Customer Support team.

  • Why am I not receiving your newsletters?

    There are several possible reasons:

    • You may have unsubscribed from our mailing list.
    • Our emails may be going to your Spam, Junk, or Promotions folder.
    • Your email provider may be filtering promotional emails.

    If you’d like to continue receiving our latest offers, please contact us and we’ll be happy to assist.

  • Do gift cards expire?

    Please refer to the terms shown when your gift card is issued.

Wine Quality & Product Questions

  • What should I do if my wine tastes unusual?

    We’re here to help.

    Please send us:

    • A photo of the bottle
    • A clear photo of the bottle date/batch label
    • A photo or video of the wine poured into a glass (recommended)

    If purchased online:

    • Your order number

    If purchased from the LCBO or another retailer:

    • A copy of your purchase receipt

    Email everything to:

    support@peleeisland.com

    or use our Contact Us page.

  • Why does wine sometimes taste different?

    Wine is a natural product.

    Vintage variations, storage conditions, grape growing seasons, and bottle age may create slight differences in aroma and flavour.

  • Do you replace corked or faulty wine?

    Yes.

    Our Customer Support team reviews every quality concern individually.

    Depending on the situation, we may offer:

    • Refund
    • Store Credit
    • Replacement
  • Why is sediment in my wine?

    Sediment is naturally occurring and is common in many premium red wines.

    It is completely harmless.

  • How should I store wine?

    Store bottles:

    • In a cool location
    • Away from sunlight
    • At a consistent temperature
    • On their side if sealed with natural cork
  • What serving temperature do you recommend?

    Sparkling Wines

    6–8°C

    White Wines

    8–12°C

    Rosé

    8–10°C

    Red Wines

    15–18°C

    Icewine

    6–8°C

Returns, Refunds & Replacements

🏆 Awards & Sustainability

  • What do the wine medal badge mean?

    Our wines regularly receive recognition from respected national and international wine competitions.

    Award badges on our website indicate wines that have earned medals for quality and excellence.

  • What is VQA?

    VQA (Vintners Quality Alliance) is Ontario’s official wine appellation system that guarantees wines are made from 100% Ontario-grown grapes and meet strict quality standards.

Contact Us