Cigarbyhand.com

Frequently Asked Questions

We welcome your questions and feedback.

For general inquiries, please feel free to contact us at 1-809-327-9510, or email customerservice@cigarbyhand.com

For the fastest answer, read our frequently asked questions below.

Questions about Ordering Process

Why to buy from Cigarbyhand.com?

Cigarbyhand.com offers you the best service and the best cigar conditions in the industry. Our Premium Cigars are shipped directly from the aging rooms of our manufacturers to you Tax free and Duty free, because of the DR-CAFTA Free Trade Agreement. Thanks to these conditions you will be getting the best quality and price on your favorite Dominican brands and your fully customized premium cigars.

Additionally, through Cigarbyhand.com you can receive the fastest Premium Cigar delivery service, with the best quality condition and freshness possible.

How do I set up an online account?

You can create your cigarbycigarhand.com account without placing an order by going to the Open Account page and filling out your account information.

When should I expect my order?

We know you want your order now. We put a great deal of effort into delivering goods quickly. Please keep in mind that our products are customized and hand selected for packaging. Also, our cigars are shipped internationally to you. We will process all in-stock orders that are received by 3 pm Eastern time for same day shipping from the manufacturers aging rooms in the Dominican Republic. Personalized cigars will take up to 4 business days to ship.

Online inventory is updated regularly. If an item is not immediately available, it will ship the moment it becomes available. We cannot be held responsible for FEDEX errors or other delays out of our control. FEDEX does not work on weekends or holidays.

How can I track my order?

Locate your FEDEX orders quickly and easily online! Click on the My Orders link under the My Account area to pinpoint the status of your Cigarbyhand.com shipment.

Can I change or cancel an order placed online?

Once an online order has been submitted, it cannot be changed. However, our Customer Service Department may be able to cancel the order and allow you to resubmit it. Or they can place an order for you, making the necessary changes.
The time between the submittal and the packing of the order is extremely limited; be sure to contact Customer Service immediately at: 1-809-327-9510 or customerservice@cigarbyhand.com

Will I receive an email confirmation for my order?

You will receive an email confirmation shortly after placing your order. Please review your order details carefully and contact customer service immediately if you wish to make any changes. Order confirmation emails are sent to the email address you provide. This email will also contain the tracking number for your order.

In case of a customized order with our designer, your confirmation sent personally after the payment and order has been placed.

Is there a maximum order for cigars?

Maximum order is 50 cigars. Due to United States international customs restrictions individuals are only allowed to receive 50 cigars at a time (per adressee and per day). Since most cigar boxes contain 20-25 cigars your orders are limited to 2 boxes. If you would like to order more than 50 cigars, you need to process multiple orders or contact us and we will arrange each package or set up the best deal for you.

However, if you are a licensed distributor or store you can order the amount of cigars you require. Take into consideration that you will have to take care of shipping costs and custom duties. Shipping costs will be approximately 10% of your purchased value or much less. A quote will be provided before you place the order. These orders will be shipped in consolidated containers by sea or in boxes by air and once in the United States, they will be shipped to its final destination throught the logistic supplier you wich. If you choose consolidated containers by sea, you will be receiving your order in approximately 20 - 25 days after the order has been placed; 10 days of production and about 15 days of shipping time to the broker warehouse in Miami. Please consider the shipping time and cost from the broker warehouse to you.  

Do you sell Cuban cigars?

No. Only Dominicans.

What Payment Methods do you have?

We accept through PayPal all credit cards and you can pay directly through your PayPal account.

What is the currency for all prices?

All prices listed on our Cigarbyhand.com website are quoted in US Dollars.

Will I be charged taxes?

We are based in a tax free zone in the Dominican Republic; therefore U.S. taxes are not applied to your order. Purchaser is responsible for remitting any taxes and duties to the appropriate authorities.

Questions about Shipping and Returns

What are my shipping options?

All orders are shipped internationally at a flat rate via FEDEX. Our shipping schedule is as follows:

Expedited Delivery: International Priority

Shipping and handling may be upgraded to expedited delivery to arrive within 1-2* business days.

Flat Rate: $29.99**

Add 1 or 2 business days for Hawaii, Alaska, and remote rural locations.

*Delivery times are taken from the FEDEX website and our experience. 
**Rates are subject to change without notice.

Do you ship outside of the USA?

We only ship cigars to consumers within the USA and it’s territories. 

However, If contacted personally at customerservice@cigarbyhand.com, a quote can be arranged with FEDEX for your package’s destination. Fees will vary depending on orders and destinations. International Shipping requirements such as quantity of cigars per order change according to every country. The buyer is responsible for being compliant with his/her country’s laws regarding purchase, transportation, and delivery of the goods.

How will I know when the product ships?

Once your order has been processed and is ready to be shipped direct from cigar factories or our warehouse, you will receive a second email containing FEDEX delivery and tracking information. Shipping confirmation emails are sent to the 
email address you provide.

How are my cigars shipped?

Cigars are shipped FACTORY DIRECT to you! Packed at the source and sent to you via international express service. Never before have cigars reached customers as fresh.

We have provisions in the checkout process for shipping to the address of your choice.

Our shipping department works to ensure that every order arrives in perfect condition and to the level of quality you have come to expect from the brands you trust. 

Do you offer a rush delivery option?

We will do our best to ensure that your order ships in time for your event or gift giving occasion. Rush delivery is available on all of our products within the U.S. for an additional fee. See International Priority Shipping Option. Customizations may not be rushed.

What is the return policy?

Keeping you happy is our number one priority. 

Returns are easy if you are not satisfied with your purchase, you may return the item to us within 30 days of receipt of your order for a prompt exchange, credit, or refund. 

Before returning the item, please contact Customer Service at customerservice@cigarbyhand.com or call 1-809-327-9510 and let us know what and why you are returning the item.

Return Policy Guidelines

• On boxes: Full credit will be issued for cigars if 2 or less have been consumed. 
• Original shipping and/or customization fee will be refunded when:
  • You receive defective merchandise. 
  • Wrong item shipped due to our error. 
  • Error in customization.
  • Merchandise was damaged in transit.
    NOTE: CUSTOMS has the right to open and examine the package; this might occur at random intervals. They should NOT damage the package, however, if this were to happen Cigarbyhand.com does not take responsibility for this incident.

In the cases above, we will also pay the shipping on your replacement.

How the return policy works

For applicable returns, you will receive full merchandise credit, less shipping and customization charges. If you fail to return merchandise within the given timeframe or without a Return Merchandise Authorization (RMA#), we may deny credit or issue a 15% re-stocking fee. 

We do our best to provide you perfect cigars in perfect condition as quickly as possible. Shipments are inspected and double-checked by our shipping staff for accuracy and quality. Should you experience any problems, please contact Customer Service. 

You must obtain a Return Merchandise Authorization # (RMA#) from Cigarbyhand.com Stores before sending package back. 

• Email us at customerservice@cigarbyhand.com. You must include your order number, the item you are returning, and the reason you are returning the merchandise. 
• Call Customer Service at 1-809-327-9510 Daily 9:00AM to 6:00PM EST and speak to a Customer Service Representative.
  Notice: NO returns will be accepted without prior authorization.

Once you have obtained a RMA#, please follow these simple guidelines to return your cigars:

• IMPORTANT! Please DO NOT return any cut or partially smoked cigars. Cigars believed to be unsmokable or defective must still be in a condition to be sent back to the manufacturer. If returns are received in less than adequate condition, our Returns Department reserves the right to refuse the package and/or deny your credit accordingly.
• Please pack the cigars securely in a clean, odor-free carton suitable for shipping.
• Enclose your original invoice in the carton, if possible.
• Prominently display the RMA#, on the outside of the package
• Call Customer Service at 1-809-327-9510 Monday through Friday 9:00AM to 6:00PM EST. We will send you a return label either by email or fax. Please inform us if you have the ability to receive email and print the label. If you are unable to do so, we will send the label to you by fax.
• Affix this return label to your package. Then post it with the carrier company of your choice. Make sure you provide us with some sort of tracking number for the shipment. We will notify you when the return has been received and processed.

Please note you must use the Return Shipping Label. You will receive a refund for your purchase less shipping and handling fees.

Questions about Customizations

Can I print anything on the cigars?

We personalize every one of the cigars in your order and the box they come in. Cigars can be printed with up to 3 lines of text, featuring 32 characters per line; clip art and text; monogram and logos. If you are interested in placing a logo or symbol on your cigars, please remember all logos are printed in mono chromatic white or black ink and there is a one-time non-refundable logo setup fee of $50. The cellophane stamp is not included. An extra US$10 will be charged for cellophane stamp.

Customizations must be tasteful and fun. Here are some rules that will help us deliver a product that we can all be proud of. We reserve the right to process orders that do not comply with these rules.

• Please don't use objectionable words and phrases. We don't allow profanity or unauthorized use of brands or logos
• Customized cigars are for personal use only. That means no images or inappropriate images. names that belong to a business, product, celebrity, specific sports teams, major events, landmarks, or schools or institutions may be used unless you have been properly authorized to do so.

I'm planning an event—can I see samples?

Cigarbyhand.com will send digital images made by our designer for your approval before the order is placed. We work hard to provide detailed product descriptions and clear product images but understand that you may still wish to order samples. Creating personalized cigars involves very detailed and time-consuming processes. To ensure we can provide a positive experience at an affordable cost, we cannot send physical samples of your personalized cigars. If you would be interested, you could place a minimum sized order that could be used to show as samples.

Can I store my cigars until my event at a future date?

Please keep in mind that cigars can last decades as long as they are kept in proper conditions. You can order your personalized cigars now and store for a future event. Simply store them out of direct sunlight at 70°F and 70% humidity. Closets are a great place if you don’t have a humidor.

Questions about Security

Why we collect information?

Cigarbyhand.com gathers information about customers so that customers may quickly navigate our site for products of interest, accurately place orders, and improve your experience at Cigarbyhand.com. For each visitor to our website, our web server automatically recognizes only the visitor's domain name. We collect domain names and aggregate information on what pages visitors access or view. Our website is an online store. To better serve our customers, we need to know which pages they view and how they get there. Our goal is to provide our customers with the highest level of service possible. By collecting information, we are able to offer you faster means to order online.

How do I change my personal information?

You have the ability to change your personal information online anytime you log into your account. Additionally, contact Cigarbyhand.com anytime to modify your personal information.

Is my credit card number secure?

Cigarbyhand.com does not have access to any of your credit card information. All payments are handled through PayPal.