Faq

Shipping & Returns

Last updated: October 14, 2025

Who Can Order

By accessing, browsing, or purchasing from this website, you accept the policies, terms, and conditions set out on this page and agree to comply with all applicable laws and regulations, including export and re-export controls. You must be 18 years of age or older to place an order. If you do not agree with these terms, please do not use this site.

Orders & Billing

  • Order minimum: USD $50 per order.
  • Currency & charge: All orders are billed in USD by our billing partner.
  • Approval step: After you place an order, it is reviewed by our sales team and billing processor before your card is charged.

Taxes, Duties & Import

We do not collect or remit taxes, customs duties, or import fees on your behalf. The customer is solely responsible for any charges that may be assessed by the destination country during importation. If you prefer not to pay these costs, please refrain from ordering.

Shipping & Delivery Times

  • Carriers: Orders are shipped via international postal and/or courier services.
  • Transit time: Typical delivery windows range from 7 to 25 business days, depending on your country and destination city.
  • Delays: Events outside our control (customs processing, extreme weather, local carrier issues) may extend delivery times.
  • U.S. shipments: We do ship Cuban-origin products to the United States.

Order Changes & Cancellations

  • You may cancel the order or request a shipment hold within 24 hours of payment.
  • Once the order is paid, we cannot modify items or quantities. Unpaid orders may be cancelled upon request.
  • Fulfillment timing: Preparation and internal logistics typically take 5–12 business days (may extend to 10–12 business days during peak periods) before dispatch.

Returns & Refunds

Your satisfaction matters to us. If something is not right with your order, contact us first so we can help.

  • RMA required: Email us to obtain a Return Authorization Number (RMA) and instructions before sending anything back.
  • Return window: We accept returns within 5 days of delivery, provided an RMA has been issued.
  • Condition: Returned items must include all original packaging and banding/box seals when applicable.
  • Refunds/credits: Once the return is received and inspected, refunds or store credits may be issued in line with the policy below.

Non-Returnable Reasons

Returns are not accepted due to:

  • Personal taste preferences.
  • Coloration or natural appearance variations of tobacco.

Authenticity of tobacco products is verified via factory boxes, seals, and identifying marks.

Packaging & Freshness

Products are shipped sealed to preserve freshness and humidity levels. In some cases, boxes may be opened by our team solely to verify condition prior to dispatch.

Lost or Damaged Parcels

  • Coverage: Parcels are insured for product damage and loss.
  • Lost status: Under international postal protocol, a shipment is considered lost 30 days after the ship date if it cannot be located.
  • How to proceed: If your parcel arrives damaged or the contents are unsmokeable/unworkable, contact us with photos and your order number so we can evaluate a replacement, refund, or credit.

Accepted Payments

We currently accept: VISA and Mastercard.

Compliance Notice

By placing an order, you confirm that the importation of tobacco products is lawful at your delivery address and that you will comply with all applicable regulations, including age-verification and import requirements.

Contact Us

Need help or an RMA? Email info@the-cigars.com with your order number and a brief description of the issue.

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