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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. No fakes or counterfeits here!
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. : 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 within 5-20 business days by Air Mail. Deliveries are guaranteed to any location worldwide. The shipping fee for orders up to $150 is $30 per order, and for orders of $150 or more - shipping is free.
Q. : Do you guarantee delivery?
A. : Shipments are guaranteed for delivery. Should a shipment not arrive for ANY reason we will either replace the order or refund the amount of the order - whichever you prefer. Simply stated: We guarantee delivery.
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. : Why do I need an account?
A. : The registration process is very simple yet very rewarding. You will not have to fill in your personal information every time you order and will benefit from a faster checkout experience. You can also see your past orders at any time in Your Account and check their status.
Q. : Do you offer any discounts for reorders?
A. : Yes! Set up an auto-delivery for your favorite products and you will get 5% discount on all recurring orders. If you have your personal discount coupon, you can use it, but in this case the reorder discount is not applied.
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. : Do I have to worry about Customs?
A. : In most cases, you won't have to even deal with Customs. However there are Customs, namely British, Canadian and Australian, which at times impose duties on parcels containing tobacco or in certain cases even seize them (Canada, UK). The customer has his/her own right to refuse the shipment if taxed and ask for a refund. And it is our duty to meet all customers' needs. However, we will deduct $50 for the return and 25% of the general sum after the cigars return.
Q. : How do you address returns?
A. : If cigars are returned not by our fault (for example unclaimed or wrong addressed), we can either make refund or reship them. Note that we deduct 10% processing commissions and a $15 return fee, if you choose the refund. If you prefer reshipping, you will be charged a flat fee of $30 covering our shipping expenses.
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 for ANY reason 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 exact order at no additional cost to you. Simply stated: WE GUARANTEE DELIVERY.
Q. : What if I'm not satisfied with my order?
A. : Yes, we accept returns of boxes with quality issues within 30 days. We can either refund or replace such orders, just contact our Customer Support by e-mail for the instructions. Note that if more than 2 cigars are missing, their cost will be deducted, and the original packaging is required.
Q. : Is there a minimum order?
A. : There is no minimum or maximum order amount – you are free to order as much as you like.
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. : Cuban-Cigars-Store.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.
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