Frequently Asked Questions

Welcome to the Nation. Below are answers to the most common questions our customers have about ordering cigars from Cigar Nation. If you don’t see your question here, feel free to reach out to us at info@cigarnation.com.

For shipping-specific details like carriers, cutoff times, and delivery restrictions, see our full Shipping FAQ.

ORDERS

Do you guarantee the quality of your cigars?

Absolutely. We guarantee that your cigars will arrive in premium condition. In the unlikely event they do not, you are protected by our Quality Guarantee. Please see our Returns Policy for more details.

How will you pack and ship my cigars?

All of our cigars are stored in a state-of-the-art, climate-controlled humidified environment at our fulfillment facility in Columbus, Ohio. And we mean it - we have strict temperature and humidity standards we keep our facility within, which translates to the highest quality product available for you. Each order is carefully packed using protective materials like bubble wrap, foam, or air pillows to ensure the cigars arrive in the best possible condition. Single cigars are sealed in a humidity-retaining bag for freshness during shipment.

Can I place orders without using the website?

At this time, all orders must be processed through our secure website as we have no physical storefronts.

Are the cigars shown on your site always in stock?

Our inventory is synced in real-time, so what you see is what’s available. If an item becomes unavailable while you're shopping, you’ll be notified at checkout.

What happens if I try to order something that’s out of stock?

If you attempt to add more of an item than we have available, the system will alert you before checkout and adjust your cart accordingly.

PAYMENT

What forms of payment do you accept?

We accept Visa, MasterCard, Discover, and American Express. All charges are in U.S. Dollars and will be processed at the time your order is ready to ship.

We do not currently accept checks, money orders, or PayPal.

Do you charge sales tax?

Yes, we collect sales tax in states where required by law. Currently, that includes (but may not be limited to):
Arizona, California, Colorado, Florida, Georgia, Hawaii, Illinois, Indiana, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Tennessee, Texas, Virginia, and Washington.
Note: Customers outside these states are responsible for remitting any applicable use tax.

TRACKING & ORDER STATUS

How do I check the status of my order?

Log in to your Cigar Nation account and click "My Orders" to view order history and
tracking. We also email tracking information as soon as your order ships.

How do I track my shipment?

Follow the link in your shipping confirmation email to track your package. If you can’t find the email or tracking number, forward your order confirmation to info@cigarnation.com, and we’ll assist you.

RETURNS & CANCELLATIONS

What if my order arrives damaged?

We take every precaution to make sure your cigars arrive in excellent condition. If your order arrives damaged, email info@cigarnation.com within 48 hours of delivery (per your tracking information) with photos of the product and packaging. Please don't discard any items or packaging until we've resolved your claim.

Do you accept returns?

If there's an issue with your order, notify us within 48 hours of delivery, based on the delivery date in your tracking information. Email info@cigarnation.com with your order number, a short description of the issue, and photos of the product and packaging, and we'll guide you through the next steps. See our full Refund Policy for details.

Can I cancel or change my order after placing it?

Because we process orders quickly, we can’t guarantee cancellation or changes after checkout. If your order hasn’t shipped, we’ll do our best to accommodate. Please contact us immediately for urgent changes.

OTHER SHIPPING NOTES

SHIPPING MISCELLANEOUS

  • We do not ship cigars to Hawaii, Utah, South Dakota, or Wyoming, and some states restrict certain products. See our Shipping FAQ for details.
  • P.O. Box orders must be shipped via USPS.
  • All orders are subject to fraud and risk protection verification procedures.
  • UPS does not deliver on weekends.
  • Cigar Nation will always select the fastest, most quality delivery service possible, within the shipping directions the customer selects or is eligible for.

INTERNATIONAL SHIPPING

Shipping

Cigar Nation ships within the United States and ships cigars to Canada. Accessories and gift sets ship to U.S. addresses only. For Canadian orders, duties, excise, and GST/HST are collected on delivery. See our International Shipping page for details.

Have more questions?

We’re here to help. Contact us at info@cigarnation.com and we’ll make sure your cigar journey is a smooth one.