What documents do you need for open an account?
We only serve Business To Business. We need your Tobacco License and a Business License to open an account. Sorry we are not serving to the final consumers.
Why I am not being able to log in?
Your account will not be activated until we received your tobacco and business license. If we received your business license and tobacco license by email or fax we will activate your account immediately.
How do you handle state and federal tobacco excise taxes? Are they built into the price of the cigars?
As our invoices state, customers are responsible for taxes due to their states.
Do you ship outside the United States?
We are not able to ship outside the United States.
What states can you NOT ship to?
We are no longer able to ship to RI. Currently their state laws prohibit our shipment to this state. Also we do not ship to Virgin Island and Purto Rico.
How fresh is your product? What are your shipping guidelines?
We pledge to use only the freshest quality product available. We get new shipments of fresh product every day, and we inspect and throw out product based on manufacturing guidelines. Your satisfaction is guaranteed! Shipping Guidelines We strive to have all orders placed before 2:00pm EST to be shipped the same day (Monday - Friday) but orders can sometimes take up to 48 hours to process. Occasionally we have low stock of certain products and we will occasionally need an additional 1 to 2 business days to acquire these. We will make every effort possible to notify you if an item will take an extended period of time to acquire.
What is the Refund Policy?
Please email us [email protected] and we will work out the problem. In order to keep our prices low, We DO NOT take returns unless there is an error on our part.
Is there a required minimum order?
No, There is no MINIMUM order limit, Any orders over $500 are eligible for FREE Ground Shipping for the following States:- PA. NY,CT,RI, NJ,MA,NH, and MD Orders under $500.0 will be charged a standard UPS rate, which is dependent on your location.
What if I have a problem concerning my Order?
If you have a problem concerning your ordering, please email us at [email protected]
Can you change an order placed online?
Once an online order has been submitted, it cannot be changed. However, our Customer Service Department may be able to cancel the order and allow you to resubmit it. Or they can place an order for you, making the necessary changes.
The time between the submit and the packing of the order is extremely limited; be sure to contact Customer Service as soon as possible. We can be reached at: 1-800-816-4254 between 9am - 5pm EST, Monday-Friday or click here.
What is your Payment Options?
There are three payment option available:
- Wire Transfer.
- EFT (Electronic Fun Transfer)
- Send Check or Money Order By Mail.
How and when are Orders shipped?
The vast majority of our orders will be shipped via UPS Ground or Freight Company within 48 hours. Any order received after 12 pm eastern on Friday will be shipped on the following Monday. We will only ship to a physical address. Please note that we deliver within USA only.
What happens if an Order item is out of stock?
If an item is out of stock, we will make every attempt to notify you and give you an estimated time of shipping, you can either cancel the order or take partial shipment.
What are your shipping terms?
All shipments are Freight on Board (FOB) from Dunmore, PA. on all Standard Orders. Risk of loss is on the Purchaser during transport and shipment. Title to, and ownership of all goods passes from Seller to the Purchaser in Dunmore, A, and the Purchaser takes all responsibility for the shipment. By arranging for transportation of the goods, Seller is providing a service to, and acting on behalf of Purchaser. By utilizing this service from Seller, Purchaser is representing that he/she is acting in a fashion compliant with his/her local and state laws regarding the purchase, transportation, and delivery of the goods. The Purchaser represents that he/she is of lawful age and has obtained any required permission, paid any required fees, is working through properly licensed intermediaries where required, is legally entitled to take possession of the goods and is legally entitled to take quantities ordered.
How will I know you received my order?
You will receive an E-mail confirmation to let you know that your order was received and is being processed.
Can we make a re-order list for future orders?
Yes, You Can. In order to make a list you can use WISH LIST feature. The steps to make a Re Order List are as Follow:
1- First you have to log in by using your email address and password.
2- Select the item by double click on the item and then click ADD TO WISH LIST button. Selected item would be added into your wish list. You can add as many items as you want.
3- In order to place an order form the Wish List just open the wish list by clicking the WISH LIST button on our website. Select the items and then click ADD TO CART button. Your items will be added to your shopping cart. Now Adjust the Quantities a and upgrade it then process the order.
Tell me more about the "PACT ACT"
The Prevent All Cigarette Trafficking Act of 2009 ("PACT Act") (S.1147) took effect June 30, 2010. This legislation made ALL cigarettes, RYO, MYO and smokeless tobacco products nonmailable. This law means you will no longer be able to purchase these products by mail-order, telephone order, or the Internet, because the United States Postal Service, along with UPS, Fed-Ex and all other carriers will be prohibited by law from delivering your orders to you. Effective at 11:59pm EST June 27th, all cigarette tobacco, smokeless tobacco and chewing tobacco was taken offline. We will continue to ship pipe tobacco, cigars and all other smoking accessories including all machines and tubes, as they are exempt from the legislation.