CUSTOMER SERVICE

What is BC Liquor Stores' policy on returning products?

You can return any product purchased at BC Liquor Stores with a valid receipt or gift receipt to any BC Liquor Store.

  • it must be no more than 60 days since the date of purchase;
  • the product must be in saleable condition;
  • refunds will be processed in the original method of tender; returns made with gift receipts will be processed on a gift card.

 

What is saleable condition?

This means that the product:

  • 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); and
  • has no evidence of deterioration with age.

 

How many products can I return at any given time?

There is no limit to the number or value of products returned at any given time. However, if the value of the product returned is equal to or exceeds $2,500 excluding tax, the return is subject to a 10% restocking fee and will be processed through the BC Liquor Stores’ Head Office.

 

Can I return gift cards?

Gift cards cannot be returned.

Responsible Container Recycling

 

Every year, customers return around 93 million empty beverage alcohol containers to BC Liquor Stores for recycling. Thank you for doing your part to reduce our impact on the environment!

DEPOSIT REFUND

Customers returning empty containers will be paid a full deposit refund at the following rates set by the BC Recycling Regulation:

Container Size

Deposit Repaid
Dealcoholized beer or wine container up to and including 1 Litre
Alcohol container up to and including 1 Litre 10¢
Alcohol container greater than 1 Litre 20¢

RETURNING EMPTY CONTAINERS

RecyclingReturned containers must not contain liquid, must be clean, and caps must be removed.

To receive a refund, BC Liquor Store staff must be able to determine if the product was sold in BC. So, for example:

  • aluminum cans cannot be crushed beyond recognition;
  • bottles must have their original label; and
  • bag-in-box wine containers must be whole (cardboard exterior and the interior, plastic bladder)


Due to space limitations, some BC Liquor Stores may accept only a limited number of empty beverage alcohol containers. In Metro Vancouver, for example, most stores accept a maximum of 24 containers per person per day. 

To return an unlimited number of containers, customers are encouraged to visit a Return-It depot in their community.


DID YOU KNOW...

BC is one of the only places in North America that were returned glass bottles are recycled back into new glass bottles?

Watch the video here to find out more.

Every year, BC Liquor Stores recycle thousands of tonnes of cardboard and shrink wrap used to transport liquor products from our distribution centres to our retail stores. 

To further reduce the impact on the environment, BC Liquor Stores encourage customers to use a reusable bag to carry out their purchases. Reusable bags can be purchased in BC Liquor Stores. Otherwise, a plastic or paper carry-out bag will be provided.


PAPER BAGS

Our paper bags made from 97% post-consumer recycled content. They are 100% compostable and 100% recyclable through curbside collection programs.


PLASTIC BAGS

Our plastic bags are made in BC and contain 20% recycled plastic bottles. The bags are 100% recyclable. BC Liquor Stores contribute financially to a BC-wide plastic bag recycling program to ensure that plastic bags given to customers can be returned free-of-charge to designated return locations across the province.


For More Information

For More Information on BC Liquor Stores’ environmental goals and performance, see our annual Carbon Neutral Action Reports or contact green@bcldb.com. 

 

Reduce Waste

The BC Liquor Distribution Branch’s (LDB’s) Special Orders department is pleased to consider customer requests to order products that are not currently available in British Columbia.

Customers who are considering submitting a request for this premium service should be aware that:

  • This service is exclusively available to British Columbia residents, as the product must be purchased and picked up from a BC Liquor Store.
  • This service is for beverage alcohol products only. De-alcoholized products cannot be ordered.
  • Typically, the final cost for special order products is significantly higher than the retail price in the country of origin after exchange rates, mark up, freight, taxes and duty are applied.
  • Once an order is placed, the import process may take up to six months depending on the product's point of origin.
  • There are minimum order requirements associated with all special orders:

 

Supplier Location
Product Category
Canada
USA
Inter national
Wine 2 case minimum 2 case minimum 2 case minimum
Spirits 1 case minimum 2 case minimum 2 case minimum
Beer / refreshment 10 case minimum 1 pallet* minimum Not available for SO
Shipping Cost $80 minimum $200 minimum $400 minimum

*pallet = 80 cases (24 cans/bottles per case)

In order to submit a special order request, customers should provide us with as many details as possible by using this electronic form. If there is a local agent who represents the product requested, we will refer the customer to the agent directly. Otherwise, we will source the product and provide the customer with cost and delivery information.

Products requested through a special order request are subject to the same LDB product guidelines and social responsibility policies as products registered for sale in B.C. 

Please note that, in cases where a product is not available in BC Liquor Stores or via special order, our knowledgeable BC Liquor Store teams are happy to provide customers with excellent, comparable product recommendations from within the local store’s inventory that will suit their taste and budget. Customers can visit store locator to find a store near them. 
 

STEP 1

Download the form (PDF format) below, obtain the form from any BC Liquor Store, request by email to specialorderdesk@bcldb.com or contact the Special Orders desk at 604-252-3209.

PDF Download Special Orders Form.

STEP 2

Complete the form with as much information as possible. The more information you have (about the product), the quicker it can be processed.

STEP 3

Email the completed form to specialorderdesk@bcldb.com.

STEP 4

The LDB will contact the supplier to request pricing and minimum order quantities. If there is a local agent who represents the product requested, we will refer the customer to the agent directly. If the product is available, all applicable costs (e.g. freight charges, duties, taxes, markups) will be calculated. An estimated retail price per bottle and case will be determined. This quoted price is subject to change based on final confirmation by the Supplier.

STEP 5

We will contact you with the estimated retail price for your review and approval to proceed with the order. You will have two weeks to confirm the order by email to specialorderdesk@bcldb.com.

STEP 6

Upon receiving your confirmation, LDB will place your order with the supplier.

STEP 7

When your product arrives, we will arrange delivery of the product to the BCLS location you requested on the order form. The BCLS will contact you directly when the product is available for pick up.

 

FREQUENTLY ASKED QUESTIONS

PDF Frequently Asked Questions

Product Consultants are available to help customers with product selections at Signature™ BC Liquor Stores. Product Consultants provide you with more in-depth information on products and to provide product advice including:

  • Arranging a comprehensive wine tasting
  • Finding the right product for the occasion
  • Learning more about products (product knowledge)
  • Starting and maintaining a wine cellar


We encourage you to speak to a Product Consultant for any product-related questions. Visit or call any of our Signature™ BC Liquor Stores for more information.