Q. How has Covid-19 impacted operations? A. Unfortunately due to this global pandemic, we are experiencing very large delays to some countries, up to 40 working days. We are still shipping packages out as fast as we can, however the postal system is simply overwhelmed at the moment. Please do not order if you are not comfortable with your package taking around 40 working days. Thank you for your understanding and keep safe! Should you choose to hold of on ordering for the time being, we hope to be of service to you in the near future.
Q. What methods of payment do you accept? A. We presently take American Express & Visa Card.
Q. In what currency are your prices? A. All our prices are in US Dollars.
Q. Is there a minimum order? A. No there is no minimum order.
Q. How do we know which items are in stock? A. All the items listed on our site are in stock. If an item is sold out we will remove that item from the site until the stock has been replenished and which time it will be put on the site again.
Q. Are your prices inclusive of shipping costs? A. Yes our prices are all inclusive of shipping costs.
Q. Do you ship your cigars in their original boxes with bands on? A. Yes, we ship all our cigars in their original boxes with bands on unless otherwise requested.
Q. Do you open your boxes for inspection? A. As a general rule we open all our boxes prior to shipping as a last stop quality check. Most of our clients insist that we do this. It also allows us the opportunity to put extra padding in the boxes to protect the cigars where we deem it necessary. If you would prefer to receive sealed boxes then please put “SEALED BOXES” in the comments section when you place your order. This way we will know that you do not want your box opened.
Q. What do you do to ensure that your cigar arrive in the best possible condition? A. We include a Humidity pack with each shipment to ensure that your cigars are maintained at the perfect humidity right up until they reach you.
Q. Do you guarantee delivery? A. Yes we guarantee delivery. In the very rare circumstance that you do not receive your cigars we will either refund your card or re-ship your cigars.
Q. Do you guarantee the cigars you sell are authentic? A. Yes we guarantee that our cigars are 100 % authentic. We always recommend that new buyers speak to a few of the members on some of the well known cigars forums. Ask them about our operation, reputation and the authenticity of the cigars we sell. We suggest that you make your purchase only once you are totally assured that you have nothing to worry about.
Q. How will I know if my order has been successfully received by you? A. Once you place your order you will receive an automated order confirmation from us. This means that your order has been well received by us and that it is being processed. If you do not receive this automated order confirmation then the chances are that the order did not go though. In such circumstances please contact us immediately for clarification.
Q. How long will it take to process my order? A. Once we receive your order it takes us 2 to 4 working days to process.
Q. How long will it take to receive my order? A. Once your order has shipped it should take 10 to 22 working days to be received by you.
Q. Will I have to pay duty on the boxes I have ordered? A. All taxes and duties payable are the responsibility of the buyer. We would suggest that you contact your local customs agency to fully understand the procedure and applicable rates for your country. If the boxes are returned to us then you will be liable for any duty charged when the cigars re-enter Hong Kong. You will also be subject to an administrative and re-stocking fee of USD35.00 per box. If you would like the box re-shipped to you then additional shipping costs will apply.
Q. I ordered 3 boxes but have only received one? A. It is very common for boxes to be delivered separately even though they may all have been shipped out on the same day. You will receive your other boxes in the days to follow.
Q. Why was the seal on my box opened when I received it? A. As a general rule we open all our boxes prior to shipping as a last stop quality check. Most of our clients insist that we do this. It also affords us the opportunity to put some extra padding in the box to protect the cigars where we deem necessary. If you would prefer to receive sealed boxes then please put “SEALED BOXES” in the comments section. This way we know that you do not want your box checked.
Q. What about my privacy? Is my personal information protected? A. We do not share or grant access to any customer data to any persons or entity outside our company.
Q. How safe is to use my credit card on your site? A. Cigargusto.com uses the industry standard, Secure Socket Layer (SSL-128) encryption, to ensure our online ordering facility is fully secured for credit card transactions.
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