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TRUSTED HAVANA CIGAR MERCHANTS SINCE 2004

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Customer Help

Please read our FAQ. If you have any questions that are not answered here, please contact us via the form on this page.

Common Questions Answered

FAQ

Can I receive cigars in 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. We apply the best practices and methods of shipping to ensure your cigars reach you safely and securely. If we deem that we cannot provide this assurance, we may not be able to process your order, will inform you accordingly.

 

How much does shipping cost?

Shipping is FREE on all orders. There are no additional costs. The price you see is the final price.

How long will it take to receive my order?

Typical shipping times via International Priority Air mail are:

North America: 6 – 10 Business Days
Europe: 4 – 6 Business Days
Asia Pacific: 10 – 20 Business Days
Australia: 10 – 20 Business Days

PLEASE NOTE: These delivery times are based on normal circumstances. Holidays and unforeseen postal delays may impact these times.

I have not received my cigars yet, what shoudl I do?

First and foremost, we ask you to be patient, we know you want your cigars as soon as possible, and we want you to get them as well. But unfortunately, we cannot control the postal system, it would be great if we could, but we cannot. So patience will go a long way at this point as we found over the many years that most packages will get delivered even if a few days later than anticipated. We suggest you contact your local post office, as we have seen that they will keep the package there if not delivered. 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 re-shipped packages do not show up at all. If the original order eventually does arrive, we will charge you for the reshipment as well as the original order.

What is Cuban Lou’s delivery guarantee?

Our delivery guarantee comes into effect when packages do not arrive at their destination due to a customs related issue or an error by us. Undelivered packages 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 are NOT coveredThe 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. In addition, we always look at each case individually and make sure we do what we can to resolve any situation. Last but not least, the delivery guarantee claim period is 3 months from the time the order has been shipped. Any claims beyond this period will not be honored.

How do I return cigars under your satisfaction guarantee?

Since 2004 we have made it our first priority to ensure our customers receive top quality cigars and customer service. We stand by our products and service and are always looking to make sure our valued customers get the cigars and service they should. In the event you feel unsatisfied with your purchase and must return your cigars. Please initiate the RMA (Return Merchandise Authorization) through the My Account section of the web site. You can start the RMA process through the My Account section on our website. Click the order with the cigars you wish to return and then send us an email at the bottom of that order. Important: Please do not ship the cigars back until we have confirmed your return request and provided the exact return address.

How are my cigars packed and shipped?

Firstly, we are very particular about the way we ship your cigars. They are delicate but resilient, and must be treated as such. Therefore, boxes are sealed in shrink-wrap so that moisture levels can be retained during transport. The cigar boxes are then packed carefully in a cardboard shipping box filled with foam chips or a commercial grade padded envelope (depending on cigar box). This packing method has been tried and tested over many years and will ensure that your cigars arrive fresh and in top condition. BOVEDA Humidified Shipping: In order to protect your cigars from any possible dryness, we include a Boveda Two-Way Humidity pack inside your shipment. This is a free service we give all our customers. In accordance with our policy, bands are not removed and cigars are shipped in original sealed 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 will need to add this request to the order comments section in the checkout process. Our Satisfaction Guarantee will give you piece of mind that you will ultimately be enjoying your cigar purchase with Cuban Lou’s.

What payment methods do you accept?

We accept only Visa and American Express credit cards online through our 128-bit SSL encrypted secure ordering page. All of your payment details are safely encrypted end-to-end using the latest SSL encryption technology. Cuban Lou’s does not store any credit card information at all. We also accept Wire Transfers, please contact us if you would like to pay with this method. If you would like to order by email, you can also do that by sending us an email from the Contact Us page on our site. We can then arrange payment with you.

How do I change my shipping address?

You can change and add shipping addresses from your account dashboard. Please sign in and go to the My account section.

How do I track the status of my order?

You will receive an email with your tracking number. Please allow up to 48 hours for your tracking number to appear in the postal system.

You will receive automatic emails with the update status of your package. Please always make sure your email is up to date.

What is the Card Vault?

This takes credit card payment security to a new level. We never ever stored your credit card information on our website and therefore you were always required to type it in for every purchase you made. With the new Card Vault system launched by our banking partner, your information is stored securely on bank infrastructure. What makes this system safer than anything is that your info can only be accessed by a “token” (Vault ID). This token is useless to anyone but you purchasing from us (checkbox “Save to Account” in the checkout). This is ultimate security and we are happy to make it available to you so your checkout is easier and secure. Keep in mind our regular credit card processing is always done with the best SSL security available.

Will my items come in one package?

In order to maximize safety and delivery of your cigars, we have a weight limit per each shipment. Therefore, if you have placed a large order or and order with bulky or large boxes, then it is likely you will receive your cigars in multiple packages. You will receive a tracking number for each of these packages.

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If you have not found your answer in our FAQ, please send us a message. We will respond usually within 24 hours.