Help center
Quick answers to the questions we hear most. Can’t find yours? Ask in the chat — it knows the same answers and can look up products for you.
Orders, shipping & returns
Shipping rates
Standard shipping is $5.95, free on orders of $50 or more. Express (1–2 business days) is $9.95.
When will my order ship?
Orders placed before 2 PM ET on business days usually ship the same day; otherwise within 1 business day. Tracking appears in the chat and by email once shipped.
Where we ship
We ship to adults 21+ in the U.S. states where online cigar sales and delivery are permitted. [LIST STATES WE DO NOT SHIP TO]. No international shipping or P.O. boxes.
Age verification
You must be 21 or older to buy. We verify age at checkout, and an adult (21+) must sign for the package at delivery.
Returns
Unopened boxes and packs can be returned within 30 days for a refund. Opened or smoked cigars can’t be returned. Damaged in transit? Tell us within 7 days with a photo.
Cancel or change an order
Orders can be cancelled or the address changed until they ship. After shipping we can request a carrier delivery change or hold at a pickup point.
Accounts & tracking
Accounts and login
No passwords: log in with a 6-digit code sent to your email, or with Apple or Google. Signing in shows your orders and tracking right in the chat.
Tracking your order
Log in and the chat opens with your latest order, its status and tracking number. You’ll also get tracking by email.
Enjoying your cigars
Storing cigars
Keep cigars at about 65–70% humidity and 65–70°F. A humidor with a humidity pack is easiest; out of the humidor, a sealed bag with a humidity pack keeps them fresh for a few weeks. Keep them away from sunlight and heat.
How to cut and light a cigar
Cut just above the cap line with a sharp cutter. Toast the foot over a soft flame without touching it, then draw gently while rotating until it burns evenly. Don’t inhale.
Cigar basics
Strength vs. body
Strength is how much nicotine you feel; body is how rich and heavy the flavor is. A cigar can be full-bodied but only medium in strength. New smokers usually start mild to medium.
Wrapper types
Connecticut shade: light, creamy, mild. Habano: spicier, richer. Maduro: dark, sweeter notes like cocoa and coffee. Cameroon: toothy leaf with sweet spice.
Still need help?
Email us at [CONTACT EMAIL] and we’ll get back to you within one business day. For order questions, include your confirmation number (it starts with HX-).