HELP & FAQ

WHEN WILL MY ORDER SHIP

ONCE PAYMENT IS COMPLETE, IT WILL USUALLY TAKE AROUND 24 HOURS TO PROCESS YOUR SHIPMENT, UNLESS WE JUST DROPPED A LOT OF PORDUCTS, THEN IT CAN TAKE UP TO 1 WEEK, PLEASE CONTACT US IF YOU NEED TO INQUIRE ABOUT YOUR ORDER.

HOW LONG WILL MY ORDER TAKE ONCE IT IS SHIPPED

WHEN SHIPPING WITH CANADA POST, SHIPMENTS USUALLY TAKE 4-6 BUSINESS DAYS. BUT THERE CAN ALSO BE DELAYS DUE TO SEVERE WEATHER, HOLIDAYS, OR CUSTOMS SETBACKS.

WHAT HAPPENS IF MY SHIPMENT IS STUCK AND NOT MOVING ANYMORE

AT THIS POINT, PLEASE CONTACT US SO THAT WE ARE AWARE OF THE SITUATION. WE WILL CONTACT CANADAPOST OR USPS AND HELP RESOLVE THE SITUATION.

CAN I ASK FOR BOX CODES PRIOR TO PLACING ORDERS

YES, YOU CAN EMAIL US FOR BOX CODES, BUT WE CANNOT PUT BOXES ASIDE DUE TO THE SPEED AND HIGH VOLUME OF CUBAN CIGAR ORDERS. IF YOU WISH TO RECEIVE A SPECIFIC BOX CODE, PLEASE ADD IT IN THE NOTES OF THE ORDER, AND IF WE DON’T HAVE THAT SPECIFIC BOX CODE ANYMORE, WE WILL CONTACT YOU.

WILL MY ORDERS ALWAYS ARRIVE IN ONE BOX

NO, SOMETIMES A SHIPMENT CAN ARRIVE IN MULTIPLE SHIPMENTS. ALL PACKAGES WILL HAVE THEIR TRACKING NUMBERS AND WHICH PRODUCTS THEY CARRY. THERE WILL NOT BE ADDITIONAL SHIPPING FEES FOR LARGE ORDERS WITH MULTIPLE SHIPMENTS

WHAT IS YOUR RETURN POLICY

PARTIAL OR FULL REFUNDS WILL BE ISSUED FOR CRACKED AND UNSMOKEABLE CIGARS, DAMAGED PACKAGES OR GREEN MOLD ON CIGARS. PRIOR TO ALL REFUNDS, WE WILL REQUEST TO SEE SOME PICTURES OF THE PRODUCTS.

HOW LONG DOES IT TAKE TO RECEIVE A REFUND

ONCE THE REFUND IS PROCESSED ON OUR END, IT CAN TAKE UP TO 10 DAYS FOR THE PROCESSING COMPANY TO RETURN YOUR FUNDS. THIS IS OUT OF OUR CONTROL

WHAT HAPPENS IF A WRONG ITEM WAS SHIPPED

IF THE ITEMS THAT YOU RECEIVED ARE NOT THE SAME AS WHAT YOU HAVE ORDERED, PLEASE CONTACT US AND WE WILL EITHER RE-SHIP AND ASK FOR THE ORIGINAL TO BE RETURNED, OR IF YOU ARE WILLING TO KEEP IT, WE CAN DISCUSS DISCOUNTS.

WHAT HAPPENS IF THERE IS SMALL FOOT CRACKS ON MY CIGARS

IF THE CRACKS ARE SMALL, AND THERE IT DOES NOT AFFECT THE QUALITY OF THE CIGAR, YOU CAN EITHER KEEP THEM AS IS, OR RETURN THEM TO US FOR A FULL REFUND (WE WILL COVER THE SHIPPING CHARGES). IF WE HAVE THE PRODUCT IN STOCK, WE CAN ALWAYS RE-SHIP THE NEW ITEM ONCE THE ORIGINAL HAS BEEN RECEIVED.

HOW DO I MAKE A RETURN

PLEASE CONTACT US PRIOR TO ANY RETURNS, THIS WILL MAKE THE PROCESS A LOT MORE SIMPLE.

ONCE WE HAVE DISCUSSED THE RETUNS, HERE ARE SOME SIMPLE GUIDLINES TO FOLLOW

• WE WILL NOT ACCEPT ANY CUT, OR HALF LIT CIGARS.
• ALL CIGARS ARE INSPECTED PRIOR TO LEAVING OUR WAREHOUSE, THEREFORE IF YOU SHIP BACK SOMETHING THAT DID NOT LEAVE FROM OUR WAREHOUSE, OR IS IN LESS THAN ADEQUATE CONDITION, WE RESERVE THE RIGHT TO REFUSE REFUND, OR PRO-RATE THE REFUND.
• PLEASE SEAL THE PACKAGE SO THAT THE CIGARS DON’T MOVE, AND WRAP THEM WITH SHRINK WRAP, SO THAT THEY DON’T GET OVERLY DRY IN THE TRANSIT.
• IF WE ADDED A HUMIDITY PACKAGE IN YOUR SHIPMENT, PLEASE PUT IT BACK IN, AS IT WILL HELP KEEP IT IN GOOD CONDITION.
• PLEASE PLACE THE CIGARS IN THE ORIGINAL BOX, OR ANY OTHER BOX AND MAKE SURE ITS SNUG. USE WRAPPING PAPER OR NEWS PAPER TO MAKE SURE THAT IT DOES NOT MOVE.
• PLEASE DO NOT PACKAGE ANYTHING IN THE BOX THAT HAS AN ODOR, SUCH AS FOOD OR ANY SUBSTANCE THAT CAN BE STOPPED BY CUSTOMS.

WHAT PAYMENT METHODS DO YOU ACCEPT

VISA, MASTER CARD, AMEX, DISCOVER

WHAT CURRENCY ARE YOUR PRICES

THEY ARE ALL IN US DOLLARS

IS THERE A MINIMUM ORDER

THERE IS NO MINIMUM ORDER WITH US

HOW DO WE KNOW WHAT’S IN STOCK

ANYTHING VISIBLE ON THE WEBSITE WILL BE IN STOCK, OTHERWISE WE REMOVE IT

WHY DID MY BOX ARRIVE WITH THE SEALS OPEN

WE OPEN MOST BOXES FOR INSPECTION. IF YOU DO NOT WANT US TO OPEN THE YOUR BOXES, PLEASE INDICATE THAT IN THE NOTES. BUT IF WE DO NOT OPEN YOUR BOXES, AND THEY ARRIVE WITH MOLD OR DAMAGES, WE ARE NO RESPONSIBLE, AND WILL NOT ISSUE ANY REFUNDS AT THAT POINT.

ARE YOUR CIGARS AUTHENTIC

WE ARE A TRUSTED SOURCE FOR CIGARS, AND WE GUARANTEE AUTHENTICITY OF OUR PRODUCTS.