Customer FAQs

As of Aug. 28, 2020

The cleanliness and safe operation of our stores remain a priority, particularly during this pandemic. In addition to our daily cleaning efforts in our stores, we’re increasing the time spent cleaning and sanitizing. Current evidence from the CDC suggests that novel coronavirus may remain viable for hours to days on surfaces made from a variety of materials. As a result, we are focusing attention on our most frequented areas such as checkout counters and bathrooms, and high-touch surfaces such as door handles and knobs. In addition, we’ve placed hand sanitizer at all registers for customer and employee use. For the health and safety of our employees and customers alike, we’ve installed Plexiglas shields at registers in all 389 of our stores.

Effective May 1, 2020, all Virginia Alcoholic Beverage Control Authority employees are required to wear either the disposable/cloth facemasks provided by ABC or their own facemask covering their nose and mouth. While we have required customers wear a face mask to shop in ABC stores since May 29, effective July 20, customers will not be permitted to enter any ABC store unless they cover their nose and mouth with a mask, face covering or shield that is 2-ply and can be secured to the head. This measure is meant to help protect others in case they are infected with COVID-19 but don’t have symptoms. Public health officials indicate face masks or coverings block most large virus-carrying droplets that come out of the nose and mouth.

As part of this requirement, ABC will make every attempt to provide a mask to customers who arrive without one. For customers that cannot wear a mask due to a medical condition, we suggest using curbside pickup as an alternative to in-store shopping. If viewing a customer’s face is the only way to identify the customer for legality of age requirements, that customer will be asked to lower their mask briefly to certify the age.

Finally, stores have also installed social distancing markers to ensure customers stand at least six feet apart from one another. We want customers to feel comfortable shopping in our stores and employees to feel safe coming to work.

We recognize the role our stores play in providing products to our customers and licensed businesses. We also recognize the role we play in providing needed income for our employees. The health and well-being of our valued customers and employees is our priority.

Recognizing the gravity of COVID-19 and the expanding nature of the virus, we have reduced store operating hours across the commonwealth. Since March 27, all ABC stores had been open noon to 7 p.m., seven days a week. As of June 26, store hours are adjusted to a standard opening time of noon for all stores, but stores will return to pre-pandemic closing times. You can check the closing time for your local store on our store finder page.

We have also implemented a protocol for facility closures due to COVID-19, based on guidance from the Virginia Department of Health (VDH) and the Centers for Disease Control and Prevention (CDC). We will follow this protocol going forward. Contact information for questions about store closures is available on a separate page on Virginia ABC’s website.

Virginia ABC is in close communication with the Northam administration, which is taking guidance from the VDH and the CDC, regarding our operations in the midst of the COVID-19 response. As the sole retailer of distilled spirits in Virginia, we are dedicated to filling our role in providing product to our licensees and the public. We will work to fulfill this responsibility in a manner that is safe for our employees and customers, considering various approaches in how our stores operate.

Customers can practice social distancing and reduce time spent in stores by placing their order online at www.abc.virginia.gov. ABC now offers a curbside pickup service at 370 of our 389 stores across the state (19 stores do not offer the service due to limited parking). To find out if your local store offers curbside pickup, check their store page on our website.

At this time, our Richmond central office and all 10 of our regional enforcement offices are open, and our warehouse continues to accept and receive shipments.

The Northern Virginia Regional Enforcement Office located at 6308 Grovedale Dr., Alexandria, which closed to the public on April 7, reopened as of July 1. The Hampton regional enforcement office at 4907 W. Mercury Boulevard closed to the public on March 15, and also reopened on July 1.

As circumstances continue to change due to COVID-19, we may temporarily close regional offices again. These decisions will be made on a case-by-case basis.

Are ABC’s retail stores following any procedures to protect customers from the coronavirus?

The cleanliness and safe operation of our stores remain a priority, particularly during this pandemic. In addition to our daily cleaning efforts in our stores, we’re increasing the time spent cleaning and sanitizing. Current evidence from the CDC suggests that novel coronavirus may remain viable for hours to days on surfaces made from a variety of materials. As a result, we are focusing attention on our most frequented areas such as checkout counters and bathrooms, and high-touch surfaces such as door handles and knobs. In addition, we’ve placed hand sanitizer at all registers for customer and employee use. For the health and safety of our employees and customers alike, we’ve installed Plexiglas shields at registers in all 388 of our stores.

Effective May 1, 2020, all Virginia Alcoholic Beverage Control Authority employees are required to wear either the disposable/cloth facemasks provided by ABC or their own facemask covering their nose and mouth. Effective May 29, all customers entering an ABC store must also wear a mask or face covering to shop in the store. The face covering, shield or mask must be 2-ply, able to be secured to the head and cover the nose and mouth to help protect others in case they are infected with COVID-19 but don’t have symptoms. If viewing a customer’s face is the only way to identify the customer for legality of age requirements, that customer will be asked to lower their mask briefly to certify the age.

Finally, all stores are limiting the number of customers in the store at one time to no more than 10 to encourage social distancing. Stores have also installed social distancing markers to ensure customers stand at least six feet apart from one another. We want customers to feel comfortable shopping in our stores and employees to feel safe coming to work.

Will there be any delays or changes to regulations that will affect current licensees or license applicants?

We understand that this pandemic will greatly affect our licensed establishments and the service industry as a whole. We are doing what we can to provide guidance and relief from regulatory challenges where possible. Licensees are encouraged to check ABC’s COVID-19 Licensee Resources page for current information about modified regulations that are in effect as a result of COVID-19. This information will be updated as modifications are added. Individuals and businesses applying for banquet licenses are strongly encouraged to complete the application online to expedite timely processing.

Will there be any delays or changes to ABC violation hearings?

Due to COVID-19 restrictions and limited use of some regional offices, hearings may be relocated to the next closest regional office. The informal conference will be held immediately before the formal hearing to limit interaction of the parties. Please be advised that everyone attending the hearing will be required to wear a mask at all times and adhere to the six-foot social distancing guidelines.

Are on-site RSVP and MART trainings for licensees cancelled?

Yes, we have cancelled on-site RSVP and MART trainings until further notice. However, we continue to offer both these courses free of charge online. Licensees interested in signing up for online training may do so at www.abc.virginia.gov/licenses/training.

Will ABC stores still hold tasting events or grand opening events?

In the interest of the health and safety of our employees and customers, Virginia ABC has temporarily suspended grand opening events at new and relocated stores for the foreseeable future. All in-store tasting events have been cancelled immediately and indefinitely.

Will there be shortages of products in ABC stores?

We understand some suppliers may not be able to meet demands during the pandemic due to facility closures and transportation delays. At this time, the spirits categories cognac and tequila are particularly affected, but many products are facing inventory difficulties. We are in contact with suppliers and will share updates as available.