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Support Priorities

We have three types of clients who receive different priorities based on our business focus and available staff. Our core business focus is to support ultra-premium winery clients. 

Our team is unique in the wine industry because of the specialization in multi-language support and knowledge in filing compliance with over 50 Customs globally. 

  • Priority 1: Winery clients on monthly subscription contracts receive priority support by email and phone. The typical response is within one business day. 
  • Priority 2: Wineries and wine merchants using the Intl DTC App software to place orders. Email support only. Best effort response, typically 1-3 business days.
  • Priority 3: Private clients. Email Support only. Best effort response, typically within 4 business days, with likely additional delay in the busy season (Sept-Dec).

Online Support


[email protected]

In-Person Support

Phone (primarily for P1 clients)


Napa Office

Receiving wines and fulfilling orders

Gliding Eagle Inc., 120 Tower Road #1, American Canyon, CA 94503

Business Hours

In-Office and Remote Support

Monday - Friday, 9 am - 5 pm (PST)

Weekly Operations

Wine pick-ups from winery clients: Typically Fridays

Wine Ship-out: Monday, Tuesday, and Friday by 2 pm (PST)

US Holidays Observed

  • New Year’s Day 
  • Martin Luther King, Jr. Day 
  • Memorial Day 
  • Independence Day 
  • Labor Day 
  • Thanksgiving 
  • Christmas Day

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