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FAQs: USA Orders

The following policies apply to domestic USA orders only. For international order information, click FAQs: International Orders.

We strive to provide you with great customer service. Before you get in touch with us, please review the FAQs as the answer to your question is likely here. Should you have further questions or comments after reading the FAQs, do not hesitate to contact CUSTOMER SUPPORT and we will do our best to assist you.

Order & Payment

What forms of payment do you accept?

We accept all major credit cards (American Express, Visa, MasterCard, and Discover).

Are payments secured?

Yes. We take security very seriously. All credit cards transactions are protected by SSL encryption technology. Also, our website is automatically tested every day to protect against security threats.

Can I change an order once it is placed?

Normally, you cannot. We forward orders immediately to our fulfillment center. However, please contact us and we will do our best to serve you.

What taxes do you charge?

Our cigars and smoking accessories are subject to import duties and Federal Excise Tax. In addition, all sales to Massachusetts and Pennsylvania are subject to sales and state excise taxes.

Customers located in others states are responsible for reporting and paying any state and/or local excise taxes, sales, or consumption taxes which may be applicable to them.

Can you sell to minors?

No, we cannot, and we do not want to, either. In accordance with the law, and with good common sense, we only sell tobacco products to people 21 years of age or older. When you create a new account, you must confirm that you are at least 21.

Shipping & Delivery

Do you offer free shipping?

Yes, we offer free delivery with USPS Priority Mail to the continental USA on all orders of $100 and above. For orders of less than $100 going to the continental USA, shipping costs do apply. We also offer shipping to all other U.S. destinations (including APO/FPO addresses) at discounted rates.

How long does it take for my order to be delivered?

For orders placed before 12:00pm Eastern Time, they will be shipped the same day. All orders usually are shipped within 1 business day, Monday through Friday, excluding Federal holidays. We ship all orders with USPS Priority Mail which can be monitored via USPS.

If you reside in the continental USA, you can normally expect to receive your order within 3 to 5 business days. Orders to APO/FPO addresses are shipped via USPS Military Mail and may take longer. Also, orders shipped during the holiday season may take longer to be delivered.

We are not responsible for any delivery delay by USPS due to severe weather conditions or undelivered packages. See below for the return charge fee due to undelivered packages.

Can I choose other shipping carrier such as UPS or FedEx?

Yes, we provide the options of UPS 3-Day Select and UPS Next Day Air Saver at additional cost for deliveries to the continental USA. UPS 3-Day Select delivers within 3 business days and UPS Next Day Air Saver delivers in the next business day. All orders which are shipped with UPS can be monitored via UPS.

We are not responsible for any delivery delay by UPS due to severe weather conditions or undelivered packages. See below for the return charge fee due to undelivered packages.

What is a Special Order?

A Special Order is required if you would like to purchase more than 100 boxes of any cigar item or a custom made accessory item, which are not yet at our fulfillment center. The delivery time is between 4 and 6 weeks from the date of placing order with a 50% deposit payment upfront (which is non-refundable if you decide to cancel the order at any time).

Return & Exchange

Can I return an order for a refund or exchange?

Yes, of course. We offer an unconditional quality guarantee that allows you to return any product, in its original condition and unopened, within 15 calendar days from the date of shipping.

What items are non-returnable?

Any cigar or accessory item that was sold at discounted prices and/or on sale, which has been opened, used or damaged by you cannot be returned.

How do Return & Exchange work?

Log into your ItalianSmokes account which will open to My Account section. Click on Order History and a page will show all your orders, you can then request a return or exchange of any item.

We will then get in touch with you with further instructions on how to mail the items back to us. Once we have received your return, we will process it and notify you of the outcome. If applicable, we will issue store credit or send you a check for the refunded amount.

Undelivered Packages

We are not able to reship packages that are returned to us by the shipping carrier. All undelivered packages will be processed as a return minus a return charge that covers covers the return shipping and the restocking costs for the entire shipment.

For return shipments valued under $100, the return charge fee is $9.95. For return shipments valued $100 or more, the return charge fee is $14.95. Please take this into consideration when selecting your shipping address for an order.