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FAQs: International Orders

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

What exchange rate is applied?

All orders are processed in US Dollar (USD). However, you may be charged a conversion fee by your credit card company and you will bear the currency fluctuation risk between when the order is placed and when your card is charged.

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?

We forward orders immediately to our fulfillment center. However, please contact us within the same business day upon placing your order and we will do our best to assist you.

What duties and taxes do you charge?

Our cigars and smoking accessories are subject to the USA import duties and Federal Excise Tax. All international orders are fulfilled DDU (Delivery Duty Unpaid). As the customer, you are liable for any import duties, goods and services tax (GST), value added tax (VAT), and other fees levied. Payment of these is required to release your order from customs on arrival.

In addition, the customer must ensure the item(s) can be lawfully imported to the destination country. We recommend you contact your local customs authority to determine a landed cost price prior to completing your order. We cannot be responsible for any delivery delay due to your local customs inspection or detention.

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 ship outside of the USA?

Yes, we ship to all countries EXCEPT to those with US trade sanctions in place and 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.

However, delivery to certain countries may be restricted due to licensing agreements, law requirements, or other reasons. For more information, please contact us. Please notice that unfortunately we are unable to offer expedited shipping to international customers.

How are International Orders shipped?

We offer USPS Priority International which is the most affordable and reliable way to ship internationally from the USA. It comes with tracking service and the delivery status can be monitored via USPS.

Unfortunately, we cannot ship to international PO boxes.

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 USA Federal holidays. The standard international delivery time is between 6 and 10 business days. 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?

Unfortunately, we do not offer shipping options with UPS or FedEx for international orders as they are not cost efficient for our business and our customers in other countries.

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

What is your return policy for international orders?

Unfortnately, we do not accept return or exchange for international orders. All international orders are final sale.

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.