Frequently Asked Questions
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.
We have been selling Cuban cigars since 2005, and thousands of our customers just can't be wrong by smoking fake product all this time.
You will find no fakes or counterfeits here, only genuine Cuban cigars at competitive prices and with speedy delivery!
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. 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 $ 150 - $35 per order, and for orders above $150 - shipping is free.
Please note : Due to the Covid19 situation and the fact that our logistic team is not working with the full capacity yet because of the maximum number of employees in one room and the social distancing, it may take up to 1 week before your order is shipped.
We are sorry for any inconvenience this may cause to you and hope to get back to normal operation soon.
Thank you for your understanding.
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.
There is a chance that some of the boxes shipped to you will be re-sealed as they are opened due to random quality check-ups by Habanos and then re-sealed.
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 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 this case, when we receive the goods, we will refund the amount of your order retaining 10% processing commissions and a $15 return fee. The other option would be to reship your order for a flat fee of $35 (shipping expenses).
Q. : In what currency are your prices?
A. : Our prices are in US$. We do business literally in every corner of the world and US$ is a universally understood currency.
Q. : 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 retaining $50 for the return and 25% of the total of your order upon its receipt.
If your parcel gets seized, we will refund you the full amount of the seized items or reship them. Please note that delivery guarantee is not extended to the second shipment.
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 the tracking information shows that your parcel has been delivered to you - we consider your order delivered. We cannot be responsible for the theft in such cases.
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, there is no minimum order. You can order as much as you like!
Q. : What about my privacy? Is my personal information protected?
A. : At My-Cuban-Cigars.Com, we strongly believe in protecting consumer privacy. 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:.
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.