Faq topics
Orders
1.Which taxes do you charge?

Cigars sold on ItalianSmokes are subject to import duties and Federal excise taxes. Our fulfillment centers are located in Massachusetts and Pennsylvania, therefore all orders delivered to Massachusetts and Pennsylvania residents will also be subject to state sales taxes. However, please notice that if you are located in another state you may have to pay a consumption tax for out-of-state online purchases. We encourage you to report and pay any applicable local taxes.

2.Can I change or cancel an order?

To ensure the fastest possible service, we immediately forward new orders to our fulfillment centers and further modifications may not be made. However, please contact Customer Support and we will do our best to serve you.

We can be reached at Live Chat between 11am and 7pm Eastern Time, Monday through Friday.

Once an order has been dispatched to shipping carriers such as USPS, UPS or FedEx, we are unable to reroute the order.

3.Can I order by phone or chat?

Our Customer Support may place an order for you. However, for the security of our customers, your shipping address must already be stored in your ItalianSmokes account and you must have placed at least one (1) order in the past 12 months. Please note that if an order has been placed on your behalf by a Customer Support, due to security reasons, we can only ship to the addresses you already have on file.

We are legally required to verify the age and eligibility of purchase for all customers by requesting a copy of the credit card holder's ID, either a state-issued ID card or driver's license. Should you experience any difficulties, please click on Live Chat and our Customer Support will walk you through the checkout process.

Payments
1.Which forms of payment do you accept?

We accept all major credit cards such as American Express, Discover, MasterCard, and Visa.

2.Are payments secure?

Yes. We take security very seriously. All transactions are protected by SSL encryption technology and we never store your financial information. Also, our website is automatically tested every day to protect against security threats.

3.Why was my card rejected?

Your credit or debit card may be rejected by our payment processor for a number of reasons. First of all, you must ensure that your billing address provided is exactly as it appears on your card statement.

In addition, here are two frequent issues which might have occurred: 1) your card may be expired; 2) you may have reached or exceeded your daily or monthly limit on the card.

Of course, it's also possible that there was a technical glitch, either in our system or in the connection to your card issuing company. If the problems persist, please contact Customer Support at Live Chat

Shipping
1.How soon will my order ship?

Our standard order processing time is one (1) business day. Any order placed before 12:00pm Eastern Time during normal business days will be shipped the same day, as soon as the payment transaction is approved.

Normal business days are Monday through Friday, NOT INCLUDING Saturdays, Sundays, and public holidays.

2.How much does shipping cost?

For items that are in stock and shipping within the USA, we offer a flat rate standard shipping of $9.95 for any order less than $100.00. Shipping is FREE when your order is above $100.00! Standard shipping is always free for ITAS Club Members and US Service Personnel to AFO and FPO addresses.

We also offer Priority Shipping ($9.95 standard fee + $20) or Next Day ($9.95 standard fee + $40).

3.What is your shipping policy?

In order to protect ourselves and our customers from fraud and identity theft, ALL FIRST ORDERS must be shipped to the billing address corresponding with the credit card used.

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International
1.Do you ship internationally?

Yes, we do ship to all countries EXCEPT to those with U.S. trade sanctions in place, countries with tobacco prohibitions and restrictions, as well as the following European Union (EU) countries:

Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, and United Kingdom.

2.What is your shipping policy for international orders?

All international orders are shipped DDU (Delivered Duty Unpaid), this means that we are responsible for shipping charges and insurance up to the agreed-upon destination. Customers are responsible for all customs tariffs, duties, taxes, and other fees.

If you are placing an international order, please be aware that we do not provide any assurances on whether the goods you order can be legally imported into such country. You are advised to check with your customs authority and/or other relevant government agency before you place an order with us for international delivery.

Even if there are no tobacco restrictions in your country, it is still possible that customs will refuse the shipment. In the event the shipment is refused and returned to us, we will not refund your original shipping cost, plus you will be responsible for additional costs for the return.

We reserve the rights to refuse to ship to any country.

3.What is your payment policy for international orders?

For all international orders, we would require a copy of the most current statement for the credit card that you used for the order. It should clearly show your name, address, and the last 4 digits of the credit card number.

We may also request that you provide a copy of your government issued photo ID such as passport or driver's license along with a picture of the credit card displaying the last 4 digits of the credit card being used.

This is a standard policy to ensure that the person paying for the order is the person receiving the order. All credit card information must be verified before we ship any order.

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Age Verification
1.Why do we need to verify your age?

ItalianSmokes.com is committed in ensuring trust in every aspect of our business. We do not sell tobacco products to anyone under the age of 21. We only sell premium large cigars, and do not sell small cigars, cigarillos, cigarettes, pipes, vapes, or other kinds of tobacco products.

Our premium cigars are to be enjoyed responsibly and only by adults (anyone above the age of 21). We verify the age of all customers prior to the first purchase of tobacco products. This is in compliance with Federal, State, and local laws and regulations.

2.How does age verification work?

Per FDA regulation on the sale and purchase of tobacco products, all customers must be validated to confirm the name, date of birth, and address as they appear on government-issued ID. We use a non-affiliated, third party company AgeChecker.Net to substantiate your identity and to assure that you are of minimum age to purchase tobacco products.

AgeChecker.Net has access to trusted public and government data sources in order to validate against the personal information you have provided. It is also specifically designed to protect your identity while maintaining the highest level of privacy when processing online transactions.

Once we have successfully verified you, you will not need to verify again if you log in and order from the same account.

3.Is the age verification process secure?

Yes. AgeChecker.Net uses a secure 256-bit encryption technology to ensure the safe delivery of the information you provide online. In addition, your sensitive personal information would not be sold nor shared with other third parties without your consent. This practice assures that your personal identifiable information is safe from being accessed by unauthorized parties.

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Miscellaneous
1.What is a valid phone number?

A valid phone number includes the country code, area code, and subscriber number. Specifically, the number matches the E.164 format. E.164 is a standard for the phone number structure used for international telecommunication. Phone numbers that follow this format typically have up to 15 digits. They are prefixed with the plus character (+) and the country code.

For example, a valid US phone number is formatted as +14085550100

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