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FAQ

Frequently Asked Questions about Absolutecigars.com
 
How long have you guys been in business?
We have been online since 1998, making us one of the original, and longest running online cigar retailers.

Are you fully licensed, with a current tobacco permit?
Yes we are.  We have a valid and up to date OTP License and Tax Permit issued by the Commonwealth of Virginia, Department of Taxation.  This may be verified at the VA Dept of Taxation website.

Can you ship cigars to my country?
Yes.  We ship to virtually every country in the world, on a regular basis.  There are a handful of exceptions, for obvious reasons.  But chances are yours is not one of them!

What happens if my cigars do not arrive, for whatever reason?
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.

Is there a minimum order?
No. Note too that there's no maximum order either!

What about my privacy?
We do not share or grant access to customer data to any party or entity outside our company. See our Privacy Statement for a detailed summary of our privacy policies

 
Can I use a Hotmail or Yahoo email address when placing an order?
For new international customers, we highly recommend that you use a business email address to place your first order.  Using a free, non-tracable email service such as Hotmail, or Yahoo accounts on an international order, from a first time customer, may require additional security checks by our staff and there is a strong possibility of rejection of the order.

I'm not sure what to order, can I speak to a REAL person?
Absolutely! Call us Toll free between 10-4 Eastern time, 866 838-9463. We're always pleased to assist!

What if I'm not satisfied with my order?
We have a 100% satisfaction guarantee.  This has been in place since our founding in 1998. Simply stated, if you're not happy for ANY reason, please contact us by phone or e-mail and we will make the situation right with you. We also accept returns for 30 days for a 100% refund, including the cost of shipping.

Do you guarantee delivery?
Shipments are guaranteed for delivery, worldwide. Should a shipment not arrive for ANY reason we will either replace the order, provide full credit, or refund the full amount of the order, including shipping.

You ship cigars worldwide.  What is the shipping time for cigars shipped internationally?
We ship via the postal service, so don't guarantee a specific delivery time.  But typical delivery time on cigars shipped overseas is 10 business days, and for cigars shipped to Canada it is typically about 7-8 days. With our International cigar service via the Postal Service, delivery times do vary, and delivery time also obviously depends on the destination country and their local delivery times.  Although these times are typical and longer delivery times are rare, we do request 20 days before re-shipping or refunding any delayed packages.

What is your policy on returns?
You may return any cigars within 30 days, for any reason for a full refund.  Further, we'll pay the return shipping costs if the return is a result of an error on our part, such as you receiving damaged cigars or an incorrect item (a very rare occurance!).

What about taxes and duty?
Typically it is very unlikely to be applied. In a very few rare cases, depending on the destination country, there is a remote possibility that your postal service may request that you pay some duty on your package prior to releasing it to you. 
In the unlikely event that this occurs, you have two easy options:
 
• Of course you may simply pay the amount due.
• Or you have the option to simply refuse delivery. With this option, your postal service simply Returns To Sender or disposes of the package; you drop us a quick email to let us know, and we refund you 100% of the purchase including, of course, the shipping charges.

 
All that said though, these charges are very rare and not something you should worry about. With us, we absolutely guarantee delivery, or you don't pay. No questions, no discussion. No matter what the reason for non-delivery may be. Even if you choose to refuse delivery.  You just inform us, and we'll correct the situation.

In what currency are your prices?
Our prices are in US$.

How can I pay?
We accept Visa, Mastercard, American Express and PayPal.  If you have none of of these options available to you, please contact us to arrange an alternative.

How will charges appear on my credit card statement?
Your charges will appear as "Absolute Ci - VA"

How are the cigars packaged?  Will they be damaged en route?
First, just about all non-Cuban cigars are individually protected by a cello wrapper, inside a cigar box which is itself cello-wrapped.  For full box orders, we wrap the box to protect it, then pack it securely into a sturdy cardboard shipping box.  The shipping box is heavily sealed with packing tape.  Loose cigars, 5 packs and cigar samplers are placed into air-tight ziplock bags with a Boveda HumiPak included, so as to maintain proper humidity.  These packs are good for weeks, and your cigars are guaranteed to arrive fresh and in perfect condition.  With thousands of shipments going out each year to all corners of the world, we virtually never have any issues with damage or quality.  But when we do, we have a very simple solution - we're happy to re-ship your order to you, at our cost.  No hassle, no debates, no problem.

Will I get a Tracking number once I place my order?
Yes, you will get a tracking number as soon as we have processed and shipped your order. Please note that International orders may take 1-2 days to process,  please allow this amount of time before you inquire about your tracking information. 

I only received part of my order.  Where's the rest?
You'll get it in a day or two more.  On international orders, we typically split large or multiple-box orders into multiple packages and shipments, for security reasons.  You should see a small paper slip in your package pointing this out, to put you at ease.  So sit tight for a day or two, and you'll soon see the rest of your order arrive safely.

I'm looking for a particular cigar, but don't see it on your site, can you help?
Yes, we physically stock a great many brands and lines, but we can also get just about any cigar on the market.  Just contact us and we'll let you know if we can source the cigar you're looking for.

Do you sell Cuban cigars?
No.  Current US law does not allow us to do so. But, stay tuned!
 
Where can I see Reviews of your service and Testimonials from your customers in my country?
In a number of places.  First, we've collected just some of them on our site on our Testimonials page.  Yes, they're all good & glowingly positive.  Do we get complaints from time to time?  Yes and we take pride in making it right with those customers,every time.  Are we going to post those comments on our site? No!  Anyway here are a few comments: http://www.absolutecigars.com/testimonials.html

Second, a collection of customer Social Media posts, screenshots to prove authenticty:
https://www.pinterest.com/absolutecigars/absolute-cigars-testimonials/

Third, the Absolute Cigars Review page on Cigar Inspector.  Pretty good reputation on there.  All good comments?  Nope. But, any retailer in business for over 20 years will have a few detractors.  We share the good with the not so good here:
http://www.cigarinspector.com/absolute-cigars

Reseller Ratings Business Review Site.  Again, pretty good, but in  the spirit of openess and honesty, not all good.  We trust that our potential customers will assess the good with the bad and will trust that we provide a good and honest service, where the vast majority of customers are thrilled with our service and for those who aren't, we correct the situation, every time: http://www.resellerratings.com/store/Absolute_Cigars

 
What if I have more questions?
Contact us by phone, email or over social media, anytime.  We're always pleased to assist!