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- Can you ship cigars to my country?
- Do you ship cigars with their original bands and seals on?
- How do you ship Cuban cigars?
- How long will it take to receive my order?
- Do you guarantee delivery?
- What happens if my cigars do not arrive?
- What forms of payment do you accept?
- How come Cuban cigar prices vary so much from vendor to vendor?
- When can I smoke the cigars I receive?
- What currency are your prices listed in?
- Do you stock any aged cuban cigars?
- Do you guarantee the quality of older aged cigars?
- Is there a minimum order amount?
- How do I return my cigars under the guarantee terms?
- I have more questions, what do I do?
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Can you ship cigars to my country?
Please note that Tobacco laws are completely different in each country. There are countries where importation of Cuban goods may be prohibited. Make sure you know the applicable laws pertaining to the purchase and importation of Cuban Cigars from abroad.
We do not assume any responsibility for any taxes, delayed shipments or any further inconveniences caused by domestic Customs offices. Please understand that we are not in a position to be fully aware of all regulations pertaining to customs offices all over the world. We assume that each customer is fully aware of the conditions and regulations applied by its domestic customs system.
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Do you ship cigars with their original bands and seals on?
Absolutely. In accordance with our policy, bands are NOT removed and cigars are shipped in ORIGINAL boxes.
As per your pre-shipping instructions, we can OPEN AND INSPECT the boxes to make sure the cigars are free of mold or any damages. You should make this request before shipping during the ordering process.
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How do you ship Cuban cigars?
We are very adamant about keeping our cigars fresh and in impeccable condition. Therefore, all our shipments are packed meticulously using vacuum-seal for freshness and foam filler for protection inside a generic cardboard shipping box. This will ensure that the box will not shift within the packaging so as to prevent cigars from being damaged during transport.
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How long will it take to receive my order?
Typical shipping times via International Priority mail are:
North America: 7-10 Days Business Days
Europe: 3-7 Business Days
Asia Pacific: 7-10 Business Days
Australia: 10-14 Business Days
PPLEASE NOTE: These delivery times are based on normal circumstances. Holidays and unforseen postal situations may impact these times.
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Do you guarantee delivery?
We guarantee delivery except for situations that arise from customer error such as wrong or insufficient address, theft of the packages on customer premise after delivery -package tracking shows delivered- and customer being away at the delivery address for extended periods of time during the delivery window of the packages.
The delivery guarantee does not cover re-shipped packages as replacement for the non-delivered orders. In other words, if we are reshipping you a particular order for non-delivery, there is no refund of any kind, if the replacement package does not show up.
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What happens if my cigars do not arrive?
We ask you to be patient, the quoted times are not written in stone and can change due to circumstances out of our control. If a shipment does not arrive within 20 business days, we will give you the option to either request a refund or reshipment. If the you choose to have the package reshipped, you will be waiving your right to a refund in the event that any of the packages do not show up at all. If both orders arrive at their destination, we will charge you for the reshipment as well as the original order. Please contact us if you are in this situation and we will begin the process.
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What forms of payment do you accept?
We accept only Visa and Mastercard online thorugh our 128-bit SSL encrypted secure order page. All of your payment details are safely encrypted end-to-end using the latest SSL technology.
If you wish to order via phone, we accept orders from 10am - 4pm Eastern Time by calling +41 44 553 26 90
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How come Cuban cigar prices vary so much from vendor to vendor?
There are many factors which impact the pricing of Cuban cigars among the different web sites but the most common factor would be taxation. Our warehouse located in a duty-free zone in Switzerland coupled with our high volume sales, we are able to offer very competitive prices on Authentic Cuban cigars.
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When can I smoke the cigars I receive?
You can smoke the cigars immediately after receiving them from Cuban Lou's Cigar Co. However, if you have a humidor at your disposal, we recommend you set them in there for about a week to allow the cigar to recover from the 5-10 days of transit. Either way, we are confident you will enjoy your smoke.
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What currency are your prices listed in?
All of our prices are quoted in US Dollars (USD). You will be billed in USD as well.
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Do you stock any aged cuban cigars?
Yes. We usually carry a nice selection of older habanos. We do try and source these from our suppliers on a regular basis, though this can be difficult at times and therefore our aged stock will fluctuate.
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Do you guarantee the quality of older aged cigars?
In the case of older stock, we insist that we do open all boxes.
Customers must remember that these boxes have been sitting in warehouses and may have been transported numerous times...and again, they could be many years old in some cases. Please keep this in mind when ordering, we do try our very best to ensure you will receive the best quality possible.
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Is there a minimum order amount?
No. You can order as little (or as much!) as you like.
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How do I return my cigars under the guarantee terms?
If goods are found to be defective or broken on arrival please contact us immediately (within 7 days of receiving the cigars) for an RMA (Return Merchandise Authorization) before sending the cigars back to us. We will send a replacement or refund your money according to your preference as soon as the defective goods are received by us.
Please note we do NOT accept returns without prior authorization. Cuban cigars are not something you want to be sending without specific instructions on how to package and ship, due to delicate nature of the product.
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I have more questions, what do I do?
We will be more than happy to answer any questions you may want to ask. Or even if you just want to talk cigars drop us a line at [email protected] or call us directly at +41 44 553 26 90
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