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Frequently Asked Questions

Order Status

Call us toll-free:

800.357.9800
Monday through Friday, 9am to 9pm ET
Saturday, 9am to 5pm ET

Shipping & Returns

Shipping Info
  • Click the link above for detailed shipping information.
Returns
  • If you're not 100% satisfied we encourage you to return the product.
  • See the details of our return policy by clicking the link above.

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Frequently Asked Questions

Can I change my order?

During normal business hours your order immediately enters our order processing system to ensure that it gets to you as quickly as possible. If we are able to cancel your order we will, hassle free. Please contact one of our customer service professionals by phone or email to inquire. If it’s not possible because the order has been processed, we will be happy to set up a timely return so we can credit your method of payment as soon as possible.

What is your return policy?

Keeping you happy is our number one priority. Returns are easy—if you are not satisfied with your purchase, you may return the item to our warehouse within 60 days of receipt of your order for an exchange, credit, or refund.  Returns take up to 10 business days from receiving to process. For full return policy, please click here.

How do I return something?

Before returning the item, please contact Customer Service by email or call 800.357.9800 and let us know what item you are returning and why. Then a Return Merchandise Authorization Number (RMA#) will be issued. It is important that you make note of this number to include with any returns. For full return policy, please click here.

What if my shipment contains missing or damaged product?

Let’s face it, while few and far between, mistakes can happen through our fulfillment center or through our trusted carriers that deliver the package to your doorstep.It is our commitment to correct the situation as quickly and fairly as possible.  If you are missing something or received a damaged product, please notify one of our customer service professionals and we will make rectifying your order our number one priority.

Can I cancel my order?

During normal business hours your order immediately enters our order processing system to ensure that it gets to you as quickly as possible. If we are able to cancel your order we will, hassle free. Please contact one of our customer service professionals by phone or email to inquire. If it’s not possible because the order has been processed, we will be happy to set up a timely return so we can credit your method of payment as soon as possible.

What payment methods do you accept?

We accept Visa, MasterCard, American Express, Discover, PayPal, TeleCheck, Personal Checks, Money Orders or valid CIGAR.com Gift Cards. All payments must be denominated in U.S. Dollars. Your account will be charged for the amount of sale at the time your order is ready to ship. If you are unsure or are having difficulties with submitting payment online, please contact one of our customer service professionals.

Do you guarantee the products?

Cigars are our passion. For 15+ years, your 100% satisfaction has been and will always be our primary objective. We are dedicated to earning your trust and loyalty by providing you with the highest quality cigars, shipped carefully yet quickly at competitive prices and with unparalleled, personalized service. Should you ever have a less than satisfactory experience, we will do what it takes to make it right. Whether it’s a replacement, a refund, or something else you feel appropriate—following easy and customer friendly protocol, we’ll do what’s necessary to ensure a positive CIGAR.com experience every time you order. Rest assured you are in good hands at CIGAR.com. We guarantee it!

Do you ship internationally?

No. Due to various exportation laws and tariffs associated with international shipping, we choose to ship exclusively to the United States, APO/FPO US Military addresses, and US territories. If you have a specific question about shipping please refer to our shipping information or contact one of our customer service professionals.

How do I get free shipping?

At CIGAR.com, we know you want your cigars and you want them fast. That is why we offer free shipping options to members of our loyalty program, Elite Advantage, which is also free to join. On top of that, Daily Cigar Deal, Cigar Sprint Sale, and other items where noted allow you to also get free shipping on your entire order. 

What is your minimum order quantity?

CIGAR.com does not have a minimum or maximum order amount. You can order one single cigar or one hundred boxes. However, we do carry some extremely rare and exclusive brands that are limited by manufacturer request - in which case we may be forced to limit the quantity ordered. If you have an inquiry on a specific brand(s), simply email or call us and we’ll answer any questions you may have.

How can I place an order by phone or mail?

While most of our customers choose to place their orders using our secure online website, you can also place an order via telephone. To place a telephone order, please call us at 800.357.9800 during the listed business hours, and an expert tobacconist will be on the line to assist you.

Of course you can always send your order request through physical mail using the order form located inside our catalog. When ordering by mail, make sure to affirm your contact information, shipping address, and any specific shipping instructions if required. Include a list of the items you’d like to purchase with a check or money order covering the merchandise cost, any associated shipping fees, as well as required State Sales Tax and Excise Tax where applicable. (For a list of our Shipping Policies, including states where Sales Tax and/or Excise Tax is collected, please click here.) If you would like to mail in your order, we do advise calling our Customer Service Department at 800.357.9800 prior to sending in your form and payment to confirm the total amount owed.

We’re proud to provide you a choice as to what method of ordering works best for your lifestyle here at CIGAR.com.

If I call or email to order, am I eligible for special provisions?

By contacting us directly you will be helped in a quick, friendly, and efficient manner each and every time. Additionally, you are entitled to a unique personalized service by opting to work with an Account Manager. Available only at CIGAR.com, these specially trained professionals will work with you individually to answer any questions or concerns, access unique deals on the specific brands you want, or simply help find the perfect cigar for your palate. Essentially it’s a totally free, open invitation to secure the services of an industry insider exclusively assigned as your personal adviser. Our Account Managers sole intention and purpose is to ensure total satisfaction with your CIGAR.com experience.

Are all the cigars in stock?

We were the first online cigar shop with live inventory information. Currently, our website is updated multiple times per day to let you know the current status of our massive, ever-expanding inventory. The verbiage 'In Stock' is our way of saying we have a particular cigar in the humidor right now, ready to ship. ‘On Order’ means while we don’t currently have the item here in our humidor, it is in route from the manufacturer and should be available for shipment soon. There may be a case where inventory is incorrectly listed as in stock due to various uncontrollable conditions. In these rare instances we will contact you quickly by phone or email, notifying you of the discrepancy and providing an estimated date of arrival or an alternate option if available/desired.

What if the items I'd like to receive are on Backorder?

At CIGAR.com, the vast majority of the products we offer are handmade cigars. Due to the agricultural and handmade nature of these products, we occasionally encounter delays and out-of-stocks.

As cigar enthusiasts ourselves, we understand the importance of specific blends or sizes, so we make available the ability to ‘Backorder’ a product that is not currently in-stock, but expected to return to stock once more product becomes available. If you are interested in placing a tentative order for one of these products while we await receipt from the manufacturer, we would be pleased to accept a backorder. Please note that we will never charge your credit card while you await fulfillment of a backorder. In the event we are unable to ship the backordered product(s),we will contact you, and you will have the option to either cancel the backorder, or replace with alternative Item(s) of your choosing.   

Do you sell Cuban cigars?

Since the Cuban Embargo of 1962 it has been illegal to re-sell, or possess Cuban cigars or tobacco imported after that date. Cigars imported before 1962 known as ‘Pre-Embargo Cubans’ are highly collectible and available for sale in our CIGAR.com Luxury Collection. In addition we carry cigars manufactured outside of Cuba with Cuban tobacco as long as the tobacco was imported before 1962. These blends are referred to as ‘Clear Havanas’ and are also available in our Luxury Collection. Here at CIGAR.com, we pride ourselves on having the most expansive selection of Cubans available for legal sale in the United States.

Do you need further assistance?

Please contact a CIGAR.com customer service professional. We’re here to help.

Elite Advantage Program FAQs

What is the Elite Advantage Program?

Elite Advantage is our free loyalty rewards program where members receive rewards points, exclusive offers, shipping perks, and more!

How is my tier status determined?

Your Elite status is determined by how much you spend during a 12-month period* at CIGAR.com when you check out with an account that has been registered for Elite Advantage.  

* Cost of merchandise after discounts, and before taxes and shipping charges are applied

What happens if I return a purchase?

Upon the accepted return of any item, the points applied for the original purchase will be deducted from your account. 

What happens if I return an item that was purchased with a reward?

If you return an item purchased with a Reward, it will be returned as points to your account in the applicable amount.

How do I earn rewards?

You will earn 1 point for every $1 you spend on eligible merchandise and when you reach 250 points you will receive a $10 Reward, when you reach 500 points you will receive a $25 Reward, and when you reach 1000 points you will receive a $50 Reward. Please note that there is a 3-day delay in issuing points. Rewards notifications will be sent via email when available, and will also be visible from the Elite Account section of your account dashboard. Any unused points expire one year from date of issue. 

Please note: While winning Sprint Sale lots do count toward your overall tier status, any earned rewards cannot be used toward future Sprint Sale purchases.

Visit our Terms and Conditions page to view full program details.

Do rewards expire?

Yes, Elite Rewards expire within 60 days of the date they are issued. Birthday Rewards will expire (if unused) at the end of your birthday month.

Can I combine spend from multiple accounts into a single account?

We cannot combine accounts, and suggest you use a single account for all transactions to ensure you receive credit toward your tier status. 

When will I receive my birthday offer?

We will send a notification via email at the beginning of your birthday month. 

Will my previous spend be counted toward my current tier status?

No, only the spend you incur after registering will apply to your tier status. 

Can I earn points on gift cards?

You cannot purchase gift cards with points, and you do not earn points for gift card purchases. 

How will I get early access to new products and sales?

Gold and Platinum members will have access to exclusive products that will be available at specific times throughout the year. Notification will be sent to you via email when available. 

How will I gain access to Platinum exclusive products?

Platinum members will have access to exclusive products that will be available to those members only who qualify for the Platinum tier. You will receive a notification when you reach that tier status. 

Do my Cigar of the Month Club purchases count toward my tier status?

Yes! If you are a member of the Cigar of the Month Club and enrolled in the Elite Advantage program, you will earn points on those purchases. 

Can I unsubscribe from Elite Advantage emails and remain in the program?

No. To remain an active member of CIGAR.com's Elite Advantage Program, earn rewards, and gain access to exclusive offers and products, you must remain subscribed to Elite Advantage emails. Should you wish to unsubscribe, you will also be unenrolling in the program. 

Note: Unsubscribing from CIGAR.com's traditional promotional emails will not affect your status with Elite Advantage.

Frequently Asked Questions

Can I change my order?

What is your return policy?

How do I return something?

What if my shipment contains missing or damaged product?

Can I cancel my order?

What payment methods do you accept?

Do you guarantee the products?

Do you ship internationally?

How do I get free shipping?

What is your minimum order quantity?

How can I place an order by phone or mail?

If I call or email to order, am I eligible for special provisions?

Are all the cigars in stock?

What if the items I'd like to receive are on Backorder?

Do you sell Cuban cigars?

Do you need further assistance?

What is the Elite Advantage Program?

How is my tier status determined?

What happens if I return a purchase?

What happens if I return an item that was purchased with a reward?

How do I earn rewards?

Do rewards expire?

Can I combine spend from multiple accounts into a single account?

When will I receive my birthday offer?

Will my previous spend be counted toward my current tier status?

Can I earn points on gift cards?

How will I get early access to new products and sales?

How will I gain access to Platinum exclusive products?

Do my Cigar of the Month Club purchases count toward my tier status?

Can I unsubscribe from Elite Advantage emails and remain in the program?

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