FAQ's
ORDERS
We guarantee that the cigars we ship to you will arrive in good condition. In the unlikely circumstances that they do not you are protected by our "no questions asked" returns policy and can send them back.
We provide the best possible service when it comes to storing, packing and shipping cigars to you. All of our cigars, whether they are in a single opened box or in a case of 40 boxes, are stored in a humidor. From the time they arrive at our door until we hand them to the shipping department they are in a climate-controlled environment. We carefully pack each item, using paper, peanuts, bubble-wrap or other packing material as required to prevent damage, ensuring that the product remains in the best condition possible. Also, we always pack single cigars in a sealed plastic bag to ensure they hold their proper humidity during shipment.
We do encourage our customers to place their orders using our secure online ordering system, but you can also place orders by telephone. To place a telephone order, please visit our website and decide what you wish to order. Once you have selected your purchases from our excellent range, please call us at 1-888-ROBUSTO (762-8786) with your credit card number handy. We will then place your order.
We are the first cigar shop to benefit from live inventory information, a fact of which we are hugely proud. Our web site is updated every second of the day, so that you will always know about each cigar that we have in stock.
Unfortunately, even though we update our site every second of the day with inventory information, it is possible that you can attempt to order more than we have in stock. However, if you have place too many of a particular item in your shopping cart, the system will warn you that not all items are in stock.
PAYMENT
We accept major credit cards - Visa, MasterCard, Discover and American Express. All payments must be denominated in U.S. Dollars. Your account will be charged for the value of the sale at the time that your order is ready to ship.
Do you charge sales tax?
We are required to collect and remit sales tax in the following states. Remittance of any taxes on orders shipped outside of these states is the responsibility of the purchaser.
Arizona
California
Colorado
Florida
Georgia
Hawaii
Illinois
Indiana
Louisiana
Maryland
Massachusetts
Michigan
Minnesota
Nevada
New Jersey
New York
North Carolina
Ohio
Pennsylvania
Tennessee
Texas
Virginia
Washington
If you have been sent a Gift Certificate that is valid at CigarsDirect.com, you may use it at the checkout. Enter the certificate code and password and your total will be adjusted by the face value of the certificate. If the total exceeds the posted value of the certificate, your credit card will be charged the difference. If you do not use the full value of the Gift Certificate, retain the certificate information for use at a later date. Additional terms and conditions may apply.
DELIVERY, TRACKING AND RETURNS
If you would like to view the status of your order, please log in at the top of the page. Click on "View Previous Orders" and you will be able to view your order status and track its shipping progress. Before you call us to check the status of your order for you please check your email confirmation. All Tracking Numbers are emailed to our customers so you can easily track the status of your order.
If there are any issues please contact Edwin Rodriguez the Head of our Logistics Department.
Email: penguin@cigarsdirect.com or support@cigarsdirect.com
Phone: 813-386-3243
Please refer to your recent e-mail messages from CigarsDirect.com. We always notify customers when their order is shipped, providing a tracking number and a link to the shipper that we used. Simply click on the link to the shipper and enter your tracking number to discover the location of your package. If you can't find your tracking number, please forward a copy of your order confirmation, including your name, order number, and email address to sales@cigarsdirect.com. Please note that this tracking service is not provided with the postal option.
We make every effort to ensure that your items reach you in perfect condition. However, in the unlikely event that your order should arrive damaged, you must immediately contact our customer service department at sales@cigarsdirect.com for further instructions. Please do not discard any of the merchandise or packaging materials, as we may need these items for further investigation. Please note, any damaged material must be fully un-smoked and as sent.
We have a “no questions asked” policy in the extremely unlikely event you are not satisfied with the quality of our products. First, you must request a return authorization from our customer service department at sales@cigarsdirect.com. You must contact us within 30 days of receipt, as we will not accept returns after that time. You will then need to send your item back to us for a replacement item or credit, less shipping. We must receive the returned cigars in similar quality packaging and we will not accept damaged cigars that have been returned without protective packaging.
At CigarsDirect.com, we aim to get your order out to you as quickly as possible and begin working on it without delay. Therefore, once you authorize your transaction we cannot guarantee our ability to make changes or cancellations to an order. Moreover, if your order contains items that ship within 24 hours, it will not be possible to cancel your order once it has been placed. If cancellations or changes are possible, we will do all we can to accommodate you.