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FAQs

FREQUENTLY ASKED QUESTIONS

 

Can I smoke my cigars right away when I receive them? While our cigars ship in perfect condition to smoke, we recommend you let the cigars rest for 5-7 days in your humidor due to the extreme weather and environmental changes they are exposed to while in transit.

Do you allow refunds/returns? No, we do not accept returns, exchanges or refunds. All sales are final.

Is age verification required for purchase? Yes, to comply with state and federal regulations for online sale of tobacco, a verification is required for every purchase transaction. At checkout, we use BlueCheck’s automated processes that utilizes proprietary and commercially available information or their manual process to verify age. For more info check out their FAQ at https://www.bluecheck.me/faq/

I messaged Customer Service and when should I expect a response? Our Customer Service Team is available M-F 8am - 8pm PST. We do our best to respond to all customers within 24 hours. Response times may be extended during holidays and limited-edition launches. Inquiries are answered in the order they are received.

I have not received my order confirmation, did my order go through? Order confirmation emails may be delayed as a result of high order volume. Please contact us if you have not received your confirmation email after 24 hours of your purchase.

Can I make changes to my order once it’s been placed? Due to the extremely limited nature of our products, all sales are final. Some orders can only be cancelled, changed or modified if they have not shipped. Please ensure all info is correct before submitting your order. Please contact our customer service to request possible changes.

Received my order and product is damaged, missing or wrong, what do i do? Please Sign in and message us from your account page to request replacement for damaged products or report other issues with your order.

I am an international customer, do you ship to me? YES. Cigar.Shop ships to most international countries that don’t prohibit the import of tobacco products. International tobacco import laws are different for each country. Some restrict or prohibit import of tobacco. Check your local tobacco import laws and restrictions before making an order.

What carriers are used for shipping? All packages are shipped via United States Postal Service www.usps.com

When will my package be delivered? The processing time for orders is 1-3 business days. After that, domestic packages are shipped via USPS PRIORITY MAIL and delivery time is 1, 2 or 3 business days depending on your ship to State. International, packages are shipped via USPS PRIORITY MAIL INTERNATIONAL and delivery time is 6-10 business days depending on your ship to Country.  Please keep in mind that during holidays or limited-edition launches, this time may vary. Thank you for your patience.

How often to you restock inventory? We aim to restock every week, but restock dates vary depending on product availability and demand. 

Do I pay Tax on my order? Cigar.Shop collects Tax for products shipped within the State of California and States that mandate it. Cigar.Shop pays that Tax on behalf of the customer where State Tax is collected. Other States require us and other online retailers to notify you that you are subject to sales or use tax for products purchased online.