FAQs
About ItalianSmokes.com
What is ItalianSmokes.com?
ItalianSmokes.com is the first online store dedicated to selling premium Italian cigars.
How long has ItalianSmokes.com been in business?
ItalianSmokes.com has been selling premium Italian cigars for about 15 years.
Where are you based?
We are an e-commerce retailer based in the USA. Orders you place will be shipped from our warehouse in Florida, or by drop-shipping directly from our vendors.
Products
Where are your products manufactured?
All of our products are manufactured in Italy.
How should I store my cigars?
We highly recommend storing the cigars at 70-75% Relative Humidity and 65-70 °F (18-21 °C) for at least 7 days.
I'm new to Toscano cigars. Can you help me choose a product to try?
We are happy to make product recommendations for you. Please contact our Customer Care team.
Do you sell other tobacco products such as vapes or pipes?
Our store is dedicated to selling premium Italian cigars. We do not sell cigarillos, cigarettes, pipes, vapes, or other kinds of tobacco products.
Orders
Can I place an order via phone or email?
You can place an order online, or by contacting our Customer Care team. Online ordering is preferred, and all promotions and discounts are only available for orders placed online.
I received the wrong item or am missing an item from my order. What should I do?
We do our best to accurately fill all orders that we receive, but sometimes, despite our best efforts, mistakes do occur. Please contact our Customer Care team so we can work with you to promptly resolve the issue.
Can I change or cancel my order?
We are unable to make changes to orders. If your order has not shipped, contact our Customer Care team immediately to cancel your order, and then place a new order.
If your order has shipped, we are unable to cancel or reroute it. You can initiate a return once you receive the items, and then place a new order.
For more information, see our Return and Refund Policy.
Why has my order status not been updated?
Your order may be on hold due to an invalid shipping address, invalid contact information, or a payment processing delay. Please contact our Customer Care team so we can work with you to promptly resolve the issue.
International Orders
Do you ship internationally?
Yes, we ship to all countries except to those with U.S. trade sanctions in place, or countries with tobacco prohibitions and restrictions.
For more information, and for a list of the countries that we DO NOT ship to, see our Order and Shipping Policy.
When will I receive my international order?
Delivery for international orders typically takes 1-3 weeks after your order is processed.
For more information, see our Order and Shipping Policy.
How much does international shipping cost?
The total international shipping cost is calculated at checkout.
For more information, see our Order and Shipping Policy.
I live outside of the US and I only need to be 18 to buy tobacco products in my country. Do I still need to be 21 to purchase cigars from you?
Yes. ItalianSmokes.com only sells tobacco products to customers who are at least 21 years of age at the time their order is placed.
How much duties and taxes do I need to pay for my international order?
Duties, taxes, and/or any related fees are based on the purchased items' country of origin and the classification of that item. These rates are set by the destination country.
For more information, see our Order and Shipping Policy.
Can I return my international order?
All international orders are FINAL SALE, meaning we do not accept returns or exchanges on these orders.
For more information, see our Order and Shipping Policy.
My international order was returned to sender. What are my next steps?
All international orders are FINAL SALE. If your package is returned to sender, we will not be responsible for a refund of your order.
You can try contacting the carrier and arranging another delivery attempt, or you can place a new order.
I refused the package because the import duties and fees were too high. What can I do now?
If duties, taxes, and/or related fees are not paid, the package may be destroyed or returned to sender. If this happens, we will not be responsible for a refund of your order.
Payments
What payment methods do you accept?
We accept payments with most major credit and debit cards as well as by wire transfer.
For international orders, see our Order and Shipping Policy.
Do I need to pay with a wire transfer?
Wire transfers are required for international orders under certain circumstances. For orders within the US, you may choose to pay via wire transfer, but it is not required.
For international orders, you will need to pay with a wire transfer if you are a new customer, or if your order costs $500 or more.
For more information, see our Order and Shipping Policy.
Why was my payment rejected?
There are several possible reasons for your payment being rejected. One likely cause is that the information you have provided is inaccurate. Please ensure that all of your payment information, including your billing address, is exactly as it appears on your bank or card statement.
If the problem persists, please contact our Customer Care team.
Are payments secure?
Yes. All transactions are protected by SSL encryption technology and we never store your financial information in our systems, even if you are a registered user.
For more information, see our Terms of Service.
Shipping and Delivery
When will my order ship?
Orders for delivery within the US are usually processed and shipped out within 2 business days. International orders are usually processed and shipped out within 5-7 business days.
You will receive an email confirmation once your order has shipped.
When will I receive my order?
To view our estimated delivery times, see our Order and Shipping Policy.
How much does shipping cost?
For items shipping within the USA, we offer the following flat-rate standard shipping options:
Standard shipping: $10.00 or Free. See below.
Expedited shipping within the US: $29.00.
International expedited shipping costs are calculated at checkout. Please see our Order and Shipping Policy for more information.
Shipping is FREE within the continental USA when your order is above $100.00!
From where are your products shipped?
Orders ship directly from our warehouse in Florida or, for certain products, by drop shipping directly from our vendors.
How can I track my order?
Once your order has shipped, you will receive an email confirmation with a tracking number and link specific to the order.
You can also view your order status from the Account page, under Order History.
Do you offer free shipping?
We offer free Standard Shipping on all orders to the continental USA of at least $100.
Please see our Order and Shipping Policy for more information.
My package was returned to sender. What can I do now?
Your order will be treated as a return and subject to our Return and Refund Policy.
You can try contacting the carrier and arranging for another delivery attempt, or you can place a new order.
Returns, Refunds, and Exchanges
Can I make an exchange?
We do not offer product exchanges. If you ordered an incorrect item, we suggest returning the product and then placing a new order for a different item.
How do I make a return?
To initiate a return, please contact our Customer Care team within 15 calendar days of receiving your order. Your request will typically be processed within 2 business days. Once we have approved your request, you will receive an email with instructions on how to package and ship your return items.
For more information, see our Return and Refund Policy.
Can I return a product that I have opened or used?
We cannot accept returns of products that have been opened, used, or otherwise damaged.
For more information, see our Return and Refund Policy.
Do you offer free returns?
No. If you make a return, you will be responsible for any return shipping fees, as well as a $10 restocking fee.
When will my refund be processed?
Once we receive your return items, we will inspect them. If there are no issues, we will issue your refund within 5-7 business days. Depending on your financial institution, you should normally receive your refund within 5 business days of your return being processed.
For more information, see our Return and Refund Policy.
Customer Account
Who is considered a new customer?
A new customer is someone who registered within the last 90 days, or who has placed no more than 3 successful orders without issue.
How do I reset my password?
You can reset your password on the Account page. In the Login form, click Password Help to receive instructions on resetting your password.
How do I change my default address?
You need to be signed into your account to make any changes to your account information. You can edit your addresses from the Account page.
How do I see my past orders?
You can see your order history by logging into your ItalianSmokes.com account and going to the Account page.
Age Verification
Why do you need to verify my age?
We do not sell tobacco products to anyone under the age of 21. Federal, State, and some local laws and regulations require us to verify the age and identities of all customers prior to the first purchase of tobacco products.
How do you verify my age?
We use a non-affiliated, third party company (AgeChecker.Net) to verify your identity and age.
Is the age verification process secure?
Yes. AgeChecker.Net uses a secure encryption technology to ensure the security of the information you provided.
What happens if my age cannot be verified?
If AgeChecker.Net cannot verify your age and/or identity, please contact our Customer Care team so we can manually verify your age.
U.S. Service Personnel Discount
Do you offer a discount for US military personnel?
Yes. We offer a 10% discount for US military personnel, US veterans, active or retired US law enforcement officers, and active or retired US first responders.
For more information, see our US Service Personnel and Veterans Discount.
How do I receive the military discount?
Please contact our Customer Care team to request the discount. We may ask you for proof of your status. Once approved, you can use the discount code during checkout.
Which forms of identification can I submit to prove my status?
To prove your status, you can email us a copy of your military ID, a photo of your police badge, or any other form of identification that shows your service record.
Can I use the military discount code more than once?
You can use the discount code any number of times, but only with the account that has been verified. You will have to enter the code each time you checkout.
