Frequently Asked Questions (FAQ)
- What Payment Methods do you accept?
- How long does it take to receive my order?
- How do I create an account?
- Do I have to create an account?
- Is it safe to order online?
- What if I have a problem with my order?
- What is your Privacy Policy?
- What is your Return Policy?
- How will I know my order is being processed?
- Do my cigars have mold on them?
1. What Payment Methods do you accept?
We gladly accept Visa, Master Card & Discover Card.
2. How long does it take to receive my order?
Orders received by 1:00pm ET are normally processed the same day, and should be received within 5-10 business days. Orders placed after 1:00pm ET will be processed the next business day. (Weekends and holidays are not included.) We ship via Fed Ex for domestic orders and USPS for international orders.
3. How do I create an account?
When you checkout, you will be given the option to be remembered by our site. If you select this option, it will write a cookie to allow the site to remember your basic information next time you visit from the same computer. This is not recommended if you are using a public or shared computer.
4. Do I have to create an account?
No. Simply do not select to be remembered. You can opt to manually enter your information securely each time you place an order.
5. Is it safe to order online?
We have established procedures to safeguard the information collected, to prevent unauthorized access and maintain accuracy. Your information is entered on secure pages (HTTPS) of the site. SSL protection and encryption of data are in place to help ensure the safety of your personal information.
6. What if I have a problem with my order?
In the event that you have a problem with your order, please contact us by email at customerservice@tobaccocountry.com. All shortages or damages must be reported within 24 hours of delivery. Keep all packing material.
7. What is your Privacy Policy?
At Tobacco Country, we are committed to protecting your privacy. We consider information obtained from our consumers and from other visitors to this site to be confidential; no information is ever given to anyone for any reason. We use the information we collect about you to process orders and to provide a more personalized shopping experience. We will not collect any personal information about you except when you specifically and knowingly provide it. Access to such information is limited to only those employees and representatives of Tobacco Country USA who need to use it in the course of their assigned responsibilities.
You can read all our policy statements on the Store Policies Page.
8. What is your Return Policy?
If you receive an incorrect item due to a mistake on our part, please call or email us and we will gladly replace the wrong item with the correct item and include a prepaid shipping label with that order to ship the incorrect merchandise back to us at no cost to you. If there was a mistake on your part, you can chip the incorrect merchandise back to us at your expense. Any items(s) send out after your original order due to a mistake or damage will be charged to your credit card. Once the incorrect or damaged item(s) are returned to Tobacco Country, we will credit that amount back to your credit card.
You can read all our policy statements on the Store Policies Page.
9. How will I know my order is being processed?
After placing an order, you will receive a confirmation email letting you know that your order was received and is being processed. You can also check the status of any pending order here: Order Status
10. Do my cigars have mold on them?
Bloom or Plume is a white powder that can be brushed off the cigar and is not to be confused with cigar mold which is green and stains the wrapper. Plume is the result of well matured and aged cigars.
More Questions? Contact us here.
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