image Frequently Asked Questions

Frequently Asked Questions

We welcome your questions and feedback. 

For general inquiries, please feel free to contact us at 1-809-550-3000 or email customerservice@cigarcountry.com

For the fastest answer, read our frequently asked questions below.


Questions about Ordering Process

  • How do I set up an online account?

There are two ways to open a Cigarcountry.com account:

    • Create your account as part of the checkout process checking the appropriate box and specifying a password in Shipping Information screen.
    • You can create your cigarcountry.com account without placing an order by going to the Open Account page and filling out your account information.
  • When should I expect my order?

We know you want your order now. We put a great deal of effort into delivering goods quickly. Please keep in mind that our products are customized and hand selected for packaging at each factory. Also, our cigars are shipped internationally to you. Please see Shipping options for estimated delivery times. We will process all in-stock orders that are received by 3pm Eastern time for same day shipping from our warehouse in the Dominican Republic. Personalized cigars will take up to 5 business days to ship.

Online inventory is updated regularly. If an item is not immediately available, it will ship the moment it becomes available. We cannot be held responsible for FEDEX errors or other delays out of our control.

  • How can I track my order?

Locate your FEDEX orders quickly and easily online! Click on the My Orders link under the My Account area to pinpoint the status of your CigarCountry.com shipment. 

  • Can I change or cancel 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 submittal and the packing of the order is extremely limited; be sure to contact Customer Service immediately at: 1-809-550-3000 or customerservice@cigarcountry.com

  • Will I receive an email confirmation for my order?

You will receive an email confirmation shortly after placing your order. Please review your order details carefully and contact customer service immediately if you wish to make any changes. Order confirmation emails are sent to the email address you provide.

  • Is there maximum order for cigars?

Maximum order is 50 cigars. Due to international customs restrictions individuals are only allowed to receive 50 cigars at a time. Since most cigar boxes contain 20-25 cigars your orders are limited to 2 boxes. If you would like to order more than 50 cigars, you need to process multiple orders or contact us and we will arrange for partial shipments. You will be charged shipping on each package.

  • Why am I being charged shipping twice on cigars from different factories?

We ship factory direct to your doorstep. This means we cannot consolidate shipments of brands manufactured by different factories. If you choose cigars from different factories we have to ship two separate packages. You may want to order different brands from same factory.

  • Do you sell cigarettes online?

CigarCountry.com does not sell any cigarettes or related products online. We only sell the best premium handmade cigars.

  • Do you sell Cuban cigars?

Not yet.

  • What Payment Methods do you have?

We accept Visa, MC, American Express, Discover, Diner’s Club, E-check, Direct Debit from your checking or savings account through Moneybookers. 

  • What is the currency for all prices?

All prices listed on our CigarCountry.com website are quoted in US Dollars.

  • Will I be charged taxes?

We are based in a tax free zone in the Dominican Republic; therefore U.S. taxes are not applied to your order. Purchaser is responsible for remitting any taxes and duties to the appropriate authorities.


Questions about Shipping and Returns

  • What are my shipping options?

All orders are shipped internationally at a flat rate via FEDEX. Our shipping schedule is as follows:

    • Standard Delivery: International Economy

Most orders are shipped via FEDEX within two days of receipt (in-stock items) and 5 days (personalized items) to arrive within 3-7* business days.

Flat Rate: $19.99**

    • Expedited Delivery: International Priority

Shipping and handling may be upgraded to expedited delivery to arrive within 1-3* business days.

Flat Rate: $29.99**

Add 1 or 2 business days for Hawaii, Alaska, and remote rural locations.

*Delivery times are taken from the FEDEX website and our experience. 

**Rates are subject to change without notice.

  • Do you ship outside of the USA?

We only ship cigars to consumers within the USA and it’s territories. 

We can ship to Kinekpoints for Canada. A "kinekpoint" is one of many mail offices that we ship for Canada now. You would pick the one closest to you when you place your order, and then the mail office will notify you when the order comes in and you would simply go and pick it up.

Orders to the Dominican Republic must be shipped to the international express transport (courier) service of your choice in Miami, Fl.: CPS, EPS, VimenPaq, Aeropaq, Mailboxes Etc. and many others.

  • How will I know when the product ships?

Once your order has been processed and is ready to be shipped direct from cigar factories or our warehouse, you will receive a second email containing FEDEX delivery and tracking information. Shipping confirmation emails are sent to the email address you provide.

  • How are my cigars shipped?

Cigars are shipped factory direct to you! Packed at the source and sent to you via international express service. Never before have cigars reached customers as fresh.

We have provisions in the checkout process for shipping to the address of your choice.

Our shipping department works to ensure that every order arrives in perfect condition and to the level of quality you have come to expect from the brands you trust. 

  • Do you offer a rush delivery option?

We will do our best to ensure that your order ships in time for your event or gift giving occasion. Rush delivery is available on all of our products within the U.S. for an additional fee. See International Priority Shipping option. Customizations may not be rushed.

  • Will my order arrive together?

Only if you order cigars originating from same factory.

  • What is the 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 us within 30 days of receipt of your order for a prompt exchange, credit, or refund. 

You must obtain a Return Merchandise Authorization # (RMA#) from Cigar Country Stores before sending package back. 

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If you are not 100% satisfied with your order, we ask that you please contact our customer service representatives and we will be happy assist you.

    1. Email us at customerservice@cigarcountry.com. You must include your order number, the item you are returning, and the reason you are returning the merchandise. 
    2. Call Customer Service at 1-809-550-3000 Daily 9:00AM to 6:00PM EST and speak to a Customer Service Representative. 

Notice: No returns will be accepted without prior authorization.

Once you have obtained a RMA#, please follow these simple guidelines to return your cigars:

    1. IMPORTANT! Please DO NOT return any cut or partially smoked cigars. Cigars believed to be unsmokable or defective must still be in a condition to be sent back to the manufacturer. If returns are received in less than adequate condition, our Returns Department reserves the right to refuse the package and/or deny your credit accordingly.
    2. Please pack the cigars securely in a clean, odor-free carton suitable for shipping.
    3. Enclose your original invoice in the carton, if possible.
    4. Prominently display the RMA#, on the outside of the package
    5. Call Customer Service at +1-809-550-3000 Monday through Friday 9:00AM to 6:00PM EST. We will send you a return label either by email or fax. Please inform us if you have the ability to receive email and print the label. If you are unable to do so, we will send the label to you by fax.
    6. Affix this return label to your package. Then post it with the carrier company of your choice. Make sure you provide us with some sort of tracking number for the shipment. We will notify you when the return has been received and processed.

Please note you must use the Return Shipping Label. You will receive a refund for your purchase less shipping and handling fees to the Cigar Country of origin.


Questions about Personalization

  • Can I print anything on the cigars?

We personalize every one of the cigars in your order and the box they come in. Cigars can be printed with up to 3 lines of text, featuring 32 characters per line; clip art and text; monogram and logos. If you are interested in placing a logo or symbol on your cigars, please remember all logos are printed in mono chromatic white or black ink and there is a one-time non-refundable logo setup fee of $50.

Customizations must be tasteful and fun. Here are some rules that will help us deliver a product that we can all be proud of. We reserve the right to process orders that do not comply with these rules.

    • Please don't use objectionable words and phrases. No obscenities or inappropriate images. 
    • Customized cigars are for personal use only. That means no images or names that belong to a business, product, celebrity, specific sports teams, major events, landmarks, or schools or institutions may be used unless you have been properly authorized to do so.
  • I'm planning an event—can I see samples?

We work hard to provide detailed product descriptions and clear product images but understand that you may still wish to order samples. Creating personalized cigars involves very detailed and time-consuming processes. To ensure we can provide a positive experience at an affordable cost, we cannot send physical samples of your personalized cigars. If you would be interested, you could place a minimum sized order that could be used to show as samples. 

  • Can I store my cigars until my event at a future date?

Please keep in mind that cigars can last decades as long as they are kept in proper conditions. You can order your personalized cigars now and store for a future event. Simply store them out of direct sunlight at 70°F and 70% humidity. Closets are a great place if you don’t have a humidor.


Questions about Security

  • Why we collect information?

Cigar Country Stores gathers information about customers so that customers may quickly navigate our site for products of interest, accurately place orders, and improve your experience at CigarCountry.com. For each visitor to our web site, our web server automatically recognizes only the visitor's domain name. We collect domain names and aggregate information on what pages visitors access or view. Our web site is an online store. To better serve our customers, we need to know which pages they view and how they get there. Our goal is to provide our customers with the highest level of service possible. By collecting information, we are able to offer you faster means to order online.

  • How do I change my personal information?

Contact Cigar Country Stores anytime to modify your personal information. Additionally, you have the ability to change your personal information online anytime you log into your account.

  • Is my credit card number secure?

We utilize industry standard secure encryption technology to reasonably assure the privacy and security of the credit card numbers of every individual who places online orders with us. We have appropriate physical, electronic and procedural security safeguards in place to protect and secure the information we collect.

We use Secure Socket Layer (SSL) an industry standard encryption method to protect the private and personal information that you send to us through our web site. The encryption that we use on this web site is from GeoTrust, which is a leading provider of digital trust services that enable businesses and consumers to engage in commerce and communications with confidence.

Web browsers can operate in "normal" mode and in "secure" mode. You can tell which mode your browser is in by looking at the toolbar at the bottom of the browser window. If you see a broken key, or an open padlock, you are in normal mode. If the key is whole, or the padlock is closed, you are in "secure" mode.

  • How do I know if a Web site is secure?

In order to be accurate, we're going to get a bit detailed here. When buying something on the Internet, there are three things to check for:

    • Data you send is strongly encrypted.
    • The site you're doing business with is the site you think it is.
    • The site you're doing business with processes your credit card and address information in a safe and responsible manner.

Points 1 and 2 are taken care of by SSL (Secure Sockets Layer) and a Digital Certificate. A digital certificate contains the name of a company, Web site (like web name here) or individual, along with a cryptographic key that can be used to encrypt information that must be sent to that individual. When your browser switches into secure mode, it asks the Web site to present its certificate. The browser decides whether or not it trusts the certificate by looking at who issued it. If the browser trusts the certificate, then it will encrypt all communications with that Web site, using the cryptographic key in the certificate.