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Frequently Asked Questions
For Cuban Cigars

If you are looking for EU Cigarettes F.A.Q. click here.
If you are looking for Client Account F.A.Q. click here.

Why are our prices the lowest on the Internet?

Because we are retailers offering no tax and our principal business is to buy large volume merchandise at the best price, So that we can offer the best and the lowest price in the market and online. Likewise, our philosophy consists in offering our customers our best prices unlike other competitors who charge excessive amounts and take advantage of the difficulty of finding authentic Cuban cigars in the Off-line market.

Where do you get your cigars?

Our cigars are obtained from Habanos S.A. or their authorized wholesalers. Habanos S.A. is the sole distributor of genuine Cuban Cigars. We have experience in the cigar business and stand behind our product with a 100% guarantee of authenticity. We demand from our supplier the absolute best cigars and do not hesitate to return cigars to the distributor if we feel they are not of the very best standard.

How can I be sure that you sell 'authentic Cuban' cigars?

In the first place because only markets Cuban Cigars and in the second place because our refund policy ensures that you will get your money back immediately if you are not 100% satisfied with your purchase. Completely guaranteed; you only have to send us back the original box.

How do I know the cigars you sell are authentic?

Since the beginning of the US Cuban trade embargo, there has always been a black market economy in fake Cuban Cigars. Most of these fakes are of very poor quality and are easy to spot. Recently, there have been a flood of hard to spot fake Cubans coming on the market through unauthorized retailers sometimes even producing them without license in Cuba. We take this threat very seriously, and protect the quality and authenticity of our products by only buying through Habanos S.A., the original producer and manufacturer of all Cuban Cigars. When purchasing we only buy in whole unopened boxes, cases and master cases. We guarantee and stand by the fact that all of the products we sell are 100% authentic.

What payment methods do you accept?

You can make a purchase in our store using VISA CREDIT/DEBIT CARDS and E-CHECKS. Payments through both methods are processed on-line. It usually takes not more than 2 days for credit cards processing operations and about 5-7 days for e-checks. When orders are accepted and processed customers receive notifications sent automatically with their order details. Payment options provided on our web site are safe and secure. All account information is kept strictly confidential in our processing company's data base. For any further inquiries regarding your purchase, you may contact us at

Where do you ship to?

We ship worldwide.

Do your cigars come in the original packaging when shipped?

Generally we send cigars in original packing. Some of our customers ask us to ship the cigars in generic (non-original) boxes and unlabeled. We meet all the requests of our customers. In the case you have special requests please e-mail us at after placing the order.

Do you guarantee delivery?

We ship everywhere. Tobacco related laws differ from a country to another. The client takes on his responsibility the introduction of the cigars to his country. We guarantee your satisfaction with our services. We promise to deliver high quality products, cigars or accessories, provide reliable shipping and exceptional service. After quality controls in Cuba by Habanos, the cigar boxes we send are controlled by our experts in Geneva. The cigar boxes are sent in a special packaging to preserve moisture level. When you receive your cigars you are recommended to let them rest for 24 hours before tasting them. If you are unhappy with your cigars (delivery problem, damaged package...) You are welcome to send them back, providing that you keep them in their original packaging proving their origin. You will be offered a box of the same cigars.

What happens if I am not satisfied with the cigars you sent me?

If you are not completely satisfied with our products and if the cigars do not meet's clients requirements you can ship them back within 8 days of receipt in its packaging for an immediate and full refund or exchange. You must return at least 95% cigars you have order's.

How long will it take before I receive my order?

We do not charge your credit card automatically when you place your order. You will be billed only after acceptance of your order by our sales team and validation of your billing information, IP address, ISP information from our billing company. Usually delivery takes up to 8 working days after the date of order approval letter. Some time it takes 2 - 4 working days more.

Will I have to pay duty or import tax on the cigars I order?

As long as the quantities you import are for your personal use no taxes will be applicable. Orders of 2 boxes (50 cigars) usually go through without any problem. The shipment is labeled: "Not For Sale, For personal use only". If you are asked to pay taxes you may refuse to receive the parcel. When the parcel arrives back to us we will issue a full refund for your order.

Will my order arrive in optimum conditions?

Our greatest worry is for our customers to be completely satisfied with their purchase. Our cigars are perfectly stored and conserved in our industrial caves at a temperature of 10? centigrade [50? Fahrenheit] and a 68% humidity. We handle them carefully and package them ingeniously, by vacuum sealing the boxes, which enables the cigars to maintain the freshness of a recently handcrafted cigar.

How should I store my cigars?

If you do not have a humidor we suggest you buy one. It is very important to store your cigars in a way which will prevent them from dying out. A humidor is specially designed to keep cigars fresh enough to be a great smoke but not humid enough that they begin to mold or degrade. One can store them without a humidor, but they will dry out quickly and can not be dehydrated. It is commonly understood that a cigar that has dried out is not as good as a fresh one.

Why should I buy my cigars in

Because :
1- We offer the BEST prices
2- We try to offer our customer the BEST service every day
3- Our products are of the BEST quality and, above all, because they are 'authentic Cuban cigars'
4- You will continually receive promotional offers and products at a discount that only may offer
5- In addition to being your cigar suppliers, we want to be your friend.

Why does email sent to me not arrive?

Dear users of AOL e-mails!
You might not be getting our Customer Support e-mails due to some reasons (you blocked our e-mail address/it is tagged as a junk mail or it is in your spam folder/ AOL is blocking your correspondent's provider from sending mail due to complaints of abuse). Such problems affect our service because our communication can be blocked and we are not able to get in touch with you regarding your purchases. Therefore, please make sure our messages get through. Whether you have any problems with mail being delivered, we kindly advise you to follow the links listed below for further assistance:
For more help you may contact AOL Customer support.