A. : We accept Visa and American Express Credit Cards as a payment option for all countries. We also accept Mastercard credit cards for non-US clients. For details please mail to our customer support Sonya Rendall, support@my-cuban-cigars.com.
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 card blacklisted among processors. If there is a problem we will always seek a solution resulting in either a refund or a reship in line with our structured reship and refund procedure.
Q. : What is your return policy?
A. : If your cigars are returned for such reasons as UNCLAIMED, WRONG ADDRESSED or any other reason clearly showing that order is returned not by our fault - in such case, when we receive the goods, we will refund the amount of your order except 10% processing commissions and $15 return fee that we pay upon the receipt of such shipments. Another option is reshipping your order for a flat fee of $35 (shipping expense).
Q. : In what currency are your prices?
A. : Our prices are in US$. We do business literally in every corner of the world and US$ is a universally understood currency.
Q. : What countries do you deliver cigars to?
A. : We deliver from Europe anywhere in the world. We now ship Cuban cigars exclusively by 4-10 business days Air Mail. Deliveries are guaranteed to any location worldwide. Shipping fee for orders up to $ 150 - $ 35 per order, and for orders above $ 150 - shipping is free. Please note we have changed our shipping method to France, UK and Greece to ensure safe delivery of our parcels. Therefore, clients from these countries will pay extra $20 (besides $35 if your order total is less than $150) for a different carrier we use to deliver their packages.
Q. : Will I have problems with Customs?
A. : The majority of our orders go straight to the customer without any issue. However there are some problematic destinations (mostly Canada, Australia and UK), which may occasionally apply custom duties or seize the goods. If it's the first, you can send them back to us and we will make a refund except $50 for the return and 25% from the total of your order upon its receipt. If your parcel gets seized, we will refund you 50% from the full amount of your order.
Q. : Do you guarantee delivery?
A. : Shipments are guaranteed for delivery. Should a shipment not arrive for ANY reason, except rare cases when product is seized by Customs, we will either replace it or refund the amount of the order - whichever you prefer. Simply stated: We guarantee delivery. For our policies related to seized shipments see question "Will I have problems with Customs?".
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. : What happens if my cigars do not arrive, for whatever reason?
A. : This is a very unlikely event, but our policy is that if 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 same products at no additional cost to you. Simply stated: WE GUARANTEE DELIVERY.
Please note that if you haven't received your package, but tracking information shows that your parcel was delivered to you - we consider your order delivered. We cannot be responsible for the theft in such cases.
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 if I'm not satisfied with my order?
A. : This is very unlikely to happen! But if you're not happy for ANY reason, please contact us by e-mail. We accept returns within 30 days for a 100% refund for cigars with quality issues. However if you have smoked 3 or more cigars out of the box, we'll need to deduct their cost from the total. Returns will only be accepted with original packaging still intact.
Q. : Is there a minimum order?
A. : No. Note too that there's no maximum order either!
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 safe is to send you my credit card details?
A. : My-Cuban-Cigars.com uses the industry standard, Secure Socket Layer (SSL) encryption, to ensure our online ordering facility is fully secured for credit card transactions. By convention, URLs that require an SSL connection start with https: instead of http:.
