COVID-19 FAQs



OUR STORE EXPERIENCE

Q. What is Roger Wilco doing to keep customers safe and healthy as they shop in their stores?

A. Our staff and customer safety remains our TOP priority. Some of the key actions and preventive measures in our stores are:

  • Enhanced, more frequent cleaning, and disinfecting of high touch areas of our stores;
  • Hand sanitizer wall dispensers placed around the store available for our customers;
  • All staff wear masks and use gloves while working;
  • Limiting the number of customers in the store when necessary, and using line-spacing protocols to support social distancing;
  • Posting significant in-store signage emphasizing the importance of socially responsible shopping, and hygiene practices;
  • Amended our customer service to maintain safe distances between our staff and customers;
  • Increased our capacity for online orders for scheduled curbside contactless pick-up, and home delivery;
  • Adjusted store hours when appropriate to support extended cleaning and restocking of product;
  • Cancellation of all in-store tastings, events, and growler station samples and refills until further notice;

Q. What are other fulfillment options available for guests?

A. Roger Wilco offers a range of fulfillment services. These services include:

Roger Wilco is working diligently to fill all orders as quickly as possible. During supply chain disruptions and increased order volume, order fulfillments may be impacted.



CURBSIDE CONTACTLESS PICKUP & HOME DELIVERY

Q. How do I know my order is ready?

A. For all Pickup Orders, Roger Wilco will send you an email or text indicating when your order is ready to be picked up. Please wait for this confirmation before coming to the store to ensure that your order is ready for you.

For Home DeliveriesRoger Wilco will send you an email or text indicating when your order will be delivered. Please be home during your delivery window. A valid Government-issued ID stating that you are over 21, and your signature is required for delivery. Roger Wilco is not allowed by state law to leave your delivery outside your home.

Q. Where do I pick up my order?

A. For In-Store Pickup Orders: Simply stop at the online orders service desk and let them know you are there to pick up an online order. You must have a valid Government-issued photo ID proving that you are over 21, and your order confirmation number. All sales are FINAL. No refunds or exchanges allowed.

For Curbside Pickup Orders: Please see one of our doormen and let them know you are there for curbside contactless pickup. You must have a valid Government-issued photo ID proving that you are over 21, and your order confirmation number. All sales are FINAL. No returns, refunds, or exchanges allowed.

Q. When can I pick up my order?

A. Pickup orders may be claimed during the store’s normal business hours Monday through Saturday 10am to 7pm, Sunday 11am to 7pm.

Q. Can I pick up my order at another store?

A. No, you must pick your order up at the store you chose when you ordered online.

Q. Can I send someone else to pick up my order?

A. Yes, but they must show a valid photo ID stating that they are over 21, and have your order confirmation number.

Q. How long will you hold my pickup order before restocking it?

A. Once we’ve notified you that your order is ready, we’ll hold it in store for 7 calendar days. If it is not picked up within 7 days, your online order will be cancelled and any charges to your card will be refunded back to you.

Q. What happens when I have something in my order that is out of stock? Can I replace it with something else?

A. Due to the volume of orders, we cannot accommodate any substitutions or exchanges during this time. The item will be removed from your order, and a notification will be sent informing you of the out of stock item. Refunds will be issued accordingly.



OUR STAFF

Q. Are you encouraging your staff to stay home if they’re sick?

A. The health and safety of our staff remains our TOP priority. We’re requesting that staff stay home if they are sick.

Q. What precautions are your staff taking?

A. Our staff are taking the following preventative measures to ensure the safety of our customers and co-workers:

  • Stay home when they are feeling unwell;
  • Avoid close contact with others, and observing social distancing guidelines;
  • Wearing masks, gloves, and washing hands frequently;
  • Avoid touching their eyes, nose and mouth;

  • Cleaning work stations, registers, and high touch areas throughout their shift.

Q. Is Roger Wilco using cleaning supplies effective against COVID-19?

A. Yes, we are using disinfectants for cleaning that are EPA approved to prevent spreading of potential viral pathogens associated with COVID-19.