Frequently Asked Questions
This section will allow you to find a solution to the most common situations.
However, if the situation persists, do not hesitate to contact us.
Delivery policy
Cellars
We offer a white glove delivery service, directly inside your residence.
It is important to report any damage at the time of delivery and note it on the delivery note. Shipping costs will be confirmed by direct contact, either by email or telephone.
Do not hesitate to contact us before finalizing your purchase to receive an estimate of delivery costs.
Other items
Delivery for other items is free from $100 total purchase. The price of delivery for an amount of $99.99 and less will be calculated according to the delivery address.
The fan starts and stops constantly. Is this normal?
Fans must cycle on and off in order to circulate the air and maintain the appropriate temperature inside the cellar. The fans will cycle on and off approximately every 10 seconds. This cycle is normal and is intended to circulate the air and ensure the continuous operation of the fans. The lower the requested temperature, the more the fans will operate.
The temperature in my cellar often seems to vary by 3 to 4 degrees.
This is normal: slight temperature variations are necessary for the cellar to function properly. When the cellar begins a defrost cycle, the temperature increases slightly. When the refrigeration system then turns on again, the temperature drops.
These changes take place over short periods and their influence is minimal and does not affect the conservation of the wine. The liquid tends to maintain an average temperature according to a physical principle. For example, if the water in a swimming pool is 80°F and one night the temperature drops to 65°F, the water temperature will not drop as drastically. In the morning it might be 77°F.
My cellar works, but is not cold or not cold enough.
Adjust the jack legs at the front of the cellar until the door is even with the cellar. Check the door seal. Outdoor environment may require temperature control setting. Limit the opening of the door.
There is water on the cellar floor.
Check that the drain is in the evaporation pan at the back of the cellar, where the compressor is located. If so, during very humid periods, it may be necessary to mop up the excess water.
There is water in the back of the cellar.
Check that the drain is in the evaporation pan at the back of the cellar, where the compressor is located. If so, during very humid periods, it may be necessary to mop up the excess water.
Frost is forming on the evaporator at the bottom of the cellar.
It's normal. The thermostat will automatically defrost occasionally. If ice forms, it is probably because the door was not closed properly. If it was tightly closed, then it is a refrigeration problem.
My cellar is noisy.
Check where the noise is coming from. A rattling sound may come from the refrigerant, which is normal. At the end of each cycle, you may hear gurgling sounds from the fluid flowing through the lines, which is normal. Contraction and expansion of interior walls can also produce creaking and rattling sounds. If the noise seems to be coming from somewhere else, adjust the jacked legs at the front of the cellar until it is level
My cellar never stops. It's still running.
Check if the door is properly closed. Place an independent thermometer inside, to check if the cellar thermostat indicates the same temperature as your thermometer. If the temperatures differ, carry out a recalibration. See your cellar's instruction manual for this purpose.
My cellar is steaming up / humidity between the thermal windows.
During very humid periods, especially in summer, this situation can occur.
There is condensation forming on the exterior walls of the cellar.
During very humid periods, especially in summer, this situation can occur.
My pantry door opens by itself.
It is likely that the lock does not sit flush with the "L" piece. Make sure the door is level and the top and bottom hooks close tightly around the top and bottom stop. Also make sure that the shelves are properly installed and that the cellar is level.
I turn the key, but my cellar still won't lock.
It is likely that the handle (lock) is not in its groove or that the lock is not flush with the “L” piece. Make sure the door is flush with the cellar.
My cellar door is not equal to the box.
Adjust the jack legs at the front of the pantry until the door is even with the pantry
The two doors of my cellar are not equal to each other.
You must adjust the jacked feet at the front of the cellar so that the two doors are aligned.
The lock mechanism is not working properly.
Make sure the doors are flush with each other or even with the pantry.
Nothing works.
Make sure current is flowing in the electrical circuit. The pantry should be the only appliance plugged into the outlet. It is recommended to provide a 15 amp circuit dedicated exclusively to the cellar power supply.
My pantry turns on and off frequently.
The room temperature may be higher than normal, or the cellar may be at capacity. Check that the pantry door closes properly, that the temperature control is properly adjusted and that the door seal is in good condition.
My cellar vibrates.
Adjust the jack legs at the front of the cellar until it is level.
An E1, E2, E3 or E4 error code is displayed.
If an E1 or E2 error code appears, the upper zone temperature sensor is defective. The error code E3 or E4 indicates that it is the lower zone sensor.
The fan starts and stops constantly. Is this normal?
In order to circulate the air and maintain the appropriate temperature inside the cellar, the fan must cycle on and off when the compressor is not operating. The fan on and off cycle occurs approximately every 10 seconds while the compressor is not running, this is called the half speed state. This cycle is normal and is intended to circulate the air and ensure continuous fan operation. If the fan stops completely and does not complete the cycle, the fan is not operational.