Below are the answers to many common questions you might have about placing an other with us.
If I have a question about my order how can I contact you? The best way to reach us is to email firstname.lastname@example.org. We will typically get back to you within the same business day. Our customer service team is available M-Thursday 9AM-3PM.
How fast will my order ship? We expect most orders to ship within 1-3 business days, unless you are shipping international. We currently ship orders Monday - Thursday.
The item I want is out of stock. What should I do? This will happen from time to time. We carry a lot of specialty cigars and products you can't find at every online cigar store. When you attempt to add an out of stock item to your card you will get a pop up message saying the product is unavailable. The best way to know when it will be back in stock is to sign up for a back in stock reminder on popup. You will receive an automatic email when the product is back in stock.
The product I am wanting to order is a "pre-sale". What does that mean? It means the product is set to arrive to us in the near future, and we are offering our customers an option to buy the product before anyone else can. This means you will typically wait 2-3 weeks to receive your product. We will normally only "pre-sale" a product on new releases which are expected to sell out or have very limited quantities.
I forgot my discount, what can I do? We can't apply a discount to a previous order.
Where do you ship? Currently we ship anywhere in the United States, including APO's and FPO's. If you are interested in international shipping, please email email@example.com.
What if I need my order ASAP? How can you help me? Please email our customer service and we will be glad to assist, but ultimately it will come down to our stock and how fast you need the order.
How can I check my order status? You will receive emails when your order is placed and once it is shipped. Once your order is shipped you will have the tracking number emailed to you. Please note: orders which are drop shipped may not contain tracking numbers. For the latest status, please email us.
What carriers do you use to ship? Typically, we use USPS. Depending on weight your package will either ship First Class or 2-Day Priority.
What should I do if I receive damaged cigars? If this happens please email us. We stand behind the products we sell and will make it right. Please include pictures which show what damage occurred in your email.
Do I have to pay sales tax? Only customers shipping inside the State of Texas will pay sales tax on their order.
My order was canceled. What is going on? The best thing to do is email us at firstname.lastname@example.org. Most likely it something which can be easily resolved. Please note we have the right to refuse service to anyone.
What is your return policy? You may return most new, unopened items within 14 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
What are your Terms of Service? You must be above the legal smoking age to purchase premium cigars from this online store. You certify that you are of legal smoking age in your governing jurisdiction. Absolutely, no sales will be made to persons who do not meet these standards.
Payment terms - Credit Card (American Express, Visa, Mastercard), and Paypal.
Offers in the price list may not be combined with any other offers or sales.
You can't apply a current promotion on a previous order.
Prices may change without notice.
We reserve the right to limit quantities.
We are not responsible for any typographical errors.