Refund policy
At Cigar Nation, we take pride in curating and shipping only the finest cigars and accessories. Every cigar is stored in our state-of-the-art, temperature and humidity-controlled environment, ensuring peak freshness and quality from our facility to your doorstep. Each order is carefully packed with precision and care, with video taken of every order and its contents recorded prior to the box being sealed. Our operations team is second to none: we have over 40 years of fulfillment experience and multiple quality checkpoints to ensure you get exactly what you order, every time.
While we do not accept returns due to a change of mind, your satisfaction remains a top priority, especially when it comes to product quality or order accuracy.
Reporting an Issue
If you believe there is an issue with your order, you must notify us within 48 hours of delivery per tracking confirmation. Claims made outside this window may not be eligible for review. To initiate a review, please email info@cigarnation.com with your order number, a detailed description of the issue, and clear photos of the product(s) in question. If your order's outer packaging was damaged, please include that in your photo.
Carrier Mishandling
If your order arrives damaged due to shipping mishandling, please contact us within 48 hours of delivery. We will request photos of the damaged product and packaging to expedite the process. Once verified, we will arrange a replacement or refund.
Please keep all original packaging until your claim is resolved, as carriers may request it for inspection.
Eligible Returns
Returns may be considered under the following circumstances:
- You received the wrong item(s)
- Your product arrived damaged or defective
- A product is missing from your shipment
All returned items must be in their original packaging and stored properly after delivery (that is, not exposed to heat, cold, or humidity). For cigars, this means the humidor seal must be intact.
Return Authorization
All returns must be pre-authorized by our customer support team. Unauthorized returns will not be accepted or refunded. Once approved, we will provide instructions for sending the product back.
Refunds
We reserve the right to inspect any returned product before issuing a refund or replacement. Refunds will be processed in the original form of payment after the returned item is received and verified.
International Orders
If a package shipped outside the United States is returned to us because duties were refused, we will refund the products less a 20% restocking fee. Original shipping is not refundable. Once a package is handed to the carrier, Cigar Nation is not responsible for packages that are lost, stolen, seized, or destroyed by customs authorities, and no refund can be issued in those cases.
Important Note About Perishable Products
Cigars are perishable and sensitive to their environment. To keep your smokes in top condition, we strongly recommend bringing your package inside as soon as possible after delivery. Extended exposure to heat, cold, or humidity can affect cigar quality, and damage from weather or neglect after delivery is not covered under this policy.
We guarantee your cigars and accessories leave our humidor in prime condition, but once they are delivered, it is up to you to make sure they are treated right. Get them inside as soon as possible.
We are a small business built on trust, fairness, and quality. If there is a genuine issue with your order, rest assured, we will make it right.
Questions about a return? Email info@cigarnation.com.