Frequently Asked Questions
- How soon will I receive my order and what's the shipping cost to my area?
- How can I pay for my order?
- How can I be sure your cigars are authentic?
- Is it safe to give my card details online?
- What's your return policy?
- Will my order be exposed to any Customs examination?
- Do you guarantee delivery?
- How do you pack cigars?
- If I am not satisfied with my order, do you accept returns?
- Are there any limits?
- What's your policy regarding charge-backs?
How soon will I receive my order and what's the shipping cost to my area?
First off we'd like to say that we ship for free to any country, if your order is above $200. Otherwise our fast shipping will cost you $30.
You order will be shipped within 2 business days after you place it. Delivery time: 3-11 business days. We ship by airmail worldwide.
For British, Greek and French customers only: In order to prevent parcels from being lost or stolen on their way to destination, we decided to change our shipping mode and choose a safer one. This implies supplementary expenses which means you'll have to pay extra $20 to the total amount of your order.
topHow can I pay for my order?
We accept major credit cards online: Visa, Mastercard and American Express. All our prices are in US dollars. If you have an account in another currency, you will be charged according to conversion rate of the day your charge is processed.
topHow can I be sure your cigars are authentic?
We guarantee authenticity of our cigars since we only get them from Habanos S.A., the exclusive distributor for Cuban cigars in the world. Moreover, we send our cigars factory sealed with all Cuban stamps present. And the last but not the least - you will feel that specific flavor of finest Cubans as you open your box!
topIs it safe to give my card details online?
Yes. We use Secure Sockets Layer (SSL) technology that protects your personal data. As you may notice, the address line of our shopping cart and Checkout pages includes HTTPS protocol, which creates a secure channel over an insecure network.
topWhat's your return policy?
If your order gets returned to us as unclaimed or due to wrong address provided while order placement, we will either refund it (deducting $15 return fee and 10% processing fees) or reship for an additional shipping fee.
topWill my order be exposed to any Customs examination?
Custom regulations may vary from one country to another and while placing an order you should be aware of tobacco importation rules in your country. If your order gets taxed and you decide to refuse it, we will refund it deducting $50 for the return and 25% of order amount when it returns to us.
If your cigars are confiscated, we will pay back half (50%) of your money spent on this order.
Do you guarantee delivery?
Yes. We guarantee delivery. Should your parcel get lost, which is unlikely to happen, we will always resolve it by either refunding or reshipping your order. All you need is let us know of the problem.
topHow do you pack cigars?
We ship cigars in their original packaging with bands and seals intact. We use vacuum packaging, which allows cigars to remain in good condition for up to 40 days. However we recommend that you keep them in your humidor for at least a few days after you receive your order.
topIf I am not satisfied with my order, do you accept returns?
Yes, if there are any quality issues we will accept cigars back in their original packaging within 30 days. Please make sure to contact us regarding this matter and request instructions for the return. If more than 2 cigars are missing, we will deduct their cost from the amount to refund.
topAre there any limits?
We have no minimum order. Maximum possible amount per order is $800. If you are ordering in our store for the first time, we recommend that you stay below $500. Otherwise we will need some additional documents proving that your order is legitimate: color copy of front and back sides of your credit card and a written statement and signature from the cardholder declaring that he/she agrees to the charge.
topWhat's your policy regarding charge-backs?
Just like any other merchant, we hate charge-backs. If you are not satisfied with your order for ANY reason, we will gladly resolve the issue to your best - should it be a refund or product replacement. You only need to inform us of the problem. Customers, that prefer just disputing the charge instead, will be blocked for 100 years in advance from ordering with us as well as having their card blacklisted among processors. No mercy for chargebackers!
top
