Q. : Do you guarantee the cigars you sell are authentic?
A. : Authenticity is 100% guaranteed! If we say Cuban, we mean Cuban and nothing else. We do not carry other cigars. No fakes or counterfeits here!
Q. : What methods of payment do you accept?
A. : Currently, we accept all major credit cards, such as Visa and Mastercard, as well as bitcoins. If you'd like to find out more on this payment method, please read more details about bitcoins here.
Q. : How can I pay with bitcoins?
A. : Create a wallet, buy bitcoins and place your order at our website. After that, you'll receive a unique Bitcoin address where you can send the payment and complete your purchase. Find out more here.
Q. : What countries do you deliver cigars to?
A. : We deliver from Europe anywhere in the world, including USA. We now ship Cuban cigars exclusively by 5-20 business days Air Mail. Deliveries are guaranteed to any location worldwide. Shipping fee for orders up to $ 200 - $ 30 per order, and for orders above $ 200 - shipping is free.
Q. : What is your delivery policy?
A. : We deliver from Europe anywhere in the world. Our delivery time is 4-10 business days Air Mail. Deliveries are guaranteed to any location worldwide.
Shipping fee for orders up to $ 200 - $ 30 per order, and for orders above $ 200 - shipping is free.
Q. : Do you guarantee delivery?
A. : Shipments are guaranteed for delivery. Should a shipment not arrive for ANY reason we will either replace the order or refund the amount of the order - whichever you prefer. Simply stated - we guarantee delivery!
Q. : How are the cigars packaged?
A. : Cuban cigars are shipped with their original cigar bands on. We NEVER remove cigar bands or re-package cigars in any way. We ship in the original boxes (vacuum packed for their protection) with original Cuban factory seals and deliver to your doorstep in a prompt and CONFIDENTIAL way.
Q. : Why do I need an account?
A. : The registration process takes less than a minute but it gives you plenty of benefits. You can enjoy a much faster checkout experience by not having to fill in your personal details. You can also check the status of your order at any time in Your Account. And the last, but not the least: you can reorder quickly by going through the items you've bought in the past and get control over your spending!
Q. : What is your Chargeback policy?
A. : We will not tolerate credit card chargebacks and any customer attempting or threatening to do this will be immediately barred from making any future purchases on this website as well as having their cardblacklisted among processors. If there is a problem we will always seek a solution resulting in either a refund or a reship in line withour structured reship and refund procedure.
Q. : My order was returned to you. What are my options?
A. : In cases when cigars are returned not by our fault (for example UNCLAIMED or WRONG ADDRESSED), two options are available. First option: we can make refund for your order except 10% processing commissions and $15 return fee. Or you can choose reshipping - in this case you will be charged a flat fee of $30 for shipping.
Q. : Will Customs put obstacles in my way?
A. : The greater part of orders is successfully distributed in most cases. Unfortunately there are some countries, namely Canada, UK and Australia, which may sometimes apply excise duties on the products or confiscate the cigars (UK, Canada). If your parcel is highly taxed, refuse it and we will make refund except 25% from the total sum and $50 return fee when the order returns.
But if it happens that your cigars are seized, we will refund 100% of the order total. If you prefer us reship your parcel, we would like to warn you that the delivery of the second parcel is not guaranteed.
Q. : What happens if my cigars do not arrive, for whatever reason?
A. : This is a very unlikely event, but our policy is that if for ANY reason your cigars do not arrive at your door, we will either credit you in full or if you wish we'll replace the order, re-shipping the exact order at no additional cost to you. Simply stated: WE GUARANTEE DELIVERY.
Q. : What if I'm not satisfied with my order?
A. : All you need to do in this type of situation is contact our Support by e-mail. We accept returns in the original packaging, within 30 days. The returned cigars can be either refunded or replaced - whatever you choose. We will make a 100% refund for boxes with quality issues with up to 2 cigars missing. Otherwise the cost of missing cigars is deducted.
Q. : Is there a minimum order?
A. : No, there is no minimum order.
Q. : What about my privacy? Is my personal information protected?
A. : We do not share or grant access to customer data to any party or entity outside our company.
Q. : How to cancel/activate Autodelivery Orders?
A. : To view the list of your Autodelivery Orders, please log in and choose Autodelivery in the My Account menu.
- To cancel autodelivery, please press Suspend autodelivery by the order number.
- To activate autodelivery, please press Activate autodelivery by the order number.