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FAQ | Frequently Asked Questions
All prices on this site are shown in U.S. DOLLARS, EURO's or GBP's depending on your location.
You can always change the display currency by manually selecting USD, EUR or GBP currency selector links at the top right of your page.
Once your order is confirmed, you will be invoiced in the currency which is shown at the top of your page. Your invoice will also reflect the equivalent of your total in USD's.
Please note that your bank might use a different exchange rate than the current market exchange rate when converting the funds from EURO or GBP to USD at the time of invoicing. We do not charge any currency conversion fees.
You will be billed (your credit card will be charged) in USD's.
We accept VISA and American Express online through our SSL encrypted secure order page. All of your payment details are safely encrypted end-to-end using the latest SSL technology.
We accept Wire Transfers for wholesale order. Please choose Wire Transfer option at the time of checkout and email us if you'd like to use Wire Transfer as a payment option. We will send you an invoice with our bank account details and wire transfer instructions.
Alternatively, if you wish to order via phone, you can always reach us at US / Canada Toll Free: (877) 660-0726 or direct at +41 (22) 518-0067.
Also, you can always send us an email at info@cigarterminal.com with your phone number and the best time to call you and we will gladly call you to take your order or to answer any questions you might have.
We take extra care when processing your order and charging your credit card.
Your billing information must match the information on your credit card statement. If it does not match, your order may be delayed during the verification process.
We reserve the right to ask for more information with regards to your credit card details.
Your credit card will be charged in the USD amount of the order at the time of your order. Your invoice will be issued after confirmation and acceptance of your order by our staff, validation of your billing information, IP address, ISP and Bank information by our payments processor. In the event the your order gets canceled, the credit card charge will also get reversed and the funds will be released automatically by our payment processor.
We strive for 100% customer satisfaction.
In the unlikely event that you are not completely satisfied with your cigars, simply contact us within 21 days of the product receipt for an RMA (Return Merchandise Authorization) before sending the cigars back to us. We will give you detailed return instructions depending on your special case and country.
All return packages must be authorized by us prior to shipping and you must provide us with a tracking number immediately after sending the package(s).
Returns for cigars will only be accepted with original bands, cellophane sleeves, tubes, or other "individual" packaging still intact. Because taste is such a personal thing, we will not accept returns for cigars that you just do not like the flavor of and that have no quality issues.
At least 96% of the order must be returned in its original package to Us.
We will send a replacement, issue a Credit Voucher or refund your money according to your preference as soon as the defective goods are received by us.
All orders are subject to confirmation by Cigar Terminal.
You will receive an "Order Received" email once you complete the checkout.
We reserve the right not to serve certain orders based on our sole discretion. This is mostly due to suspected fraud, shipping conditions being less than ideal at the destination country or something looking suspicious in the way order was placed. No order is considered binding on us until we accept, confirm, process and ship it.
An order is not considered "Confirmed" until we have verified with the warehouse that we still have the item(s) in stock. If we do not have the product in stock at the time of purchase, we will inform you accordingly.
There are many factors which impact the pricing of Cuban cigars but the most important factors would be the particular vendor's sales volume and impact of taxes and duties.
Our warehouse is located in a duty-free zone in Switzerland and thanks to our high volume sales, we are able to offer very competitive prices on Habanos Cuban cigars
We occasionally carry selections of older Habanos. We try to source these from our suppliers on a regular basis, though this can be difficult at times and therefore our aged stock will fluctuate.
Most common aged stocks will come in the form of limited or regional editions. Because of our high volume, for the most popular Habanos, we usually have a very fast flow of stock.
In the case of older stock, we insist that we do open all boxes. Customers must remember that these boxes have been sitting in warehouses and may have been transported numerous times. Please keep this in mind when ordering, we do try our very best to ensure you will receive the best quality possible.
We do not have a minimum order amount.
We ship your cigars in their original boxes with their bands and seals on.
Your cigars will arrive fresh and in original impeccable condition. We shrink and vacuum seal all boxes preshipment, stuff the shipping boxes with foam filler or use shipping envelopes with bubble wrap to reduce any movement during transit, to prevent cigars from being damaged during transport.
As per your pre-shipping instructions, we can OPEN AND INSPECT the boxes to make sure the cigars are free of mold or any damages. You should make this request before shipping during the ordering process.
While you can smoke the cigars immediately after receiving them, if you have a humidor at your disposal, we recommend to let them in there at 65% - 69% relative humidity for about one to two weeks to allow them to settle.
While we pack them carefully for transit to keep their freshness, a humidor is the best place to get the full potential out of a cigar and even the most well packed cigar will benefit from some humidor time after transit.
We charge a worldwide flat shipping fee of 25.00 USD.
Please note that this is per order, not per box. Hence, you only pay the flat shipping fee once per order. Combined with our affordable cigar prices, our customers get the most savings no matter how big their order is. In fact, the more you order, the more you save.
Shipping tobacco products over international borders is not an easy feat and our expertise is exactly that. We have been in this business long enough to know the best practices to get our products to our customers in a safe and secure way. If we think that we cannot deliver the goods to your country in a safe and secure way, we will not process your order and inform you the reason why we cannot process your order.
We reserve the right to cancel and not to ship orders placed from countries we do not consider as secure at times at our full discretion.</p>
We guarantee delivery for almost all the countries we ship to.
If you are from a country which we cannot guarantee delivery, we will contact you before shipping your order. If we process your order and ship it without contacting you, you can safely assume that you are covered with our delivery guarantee.
Still, tobacco laws can be completely different in every country. There are countries where importation of tobacco products may be prohibited. Please make sure you know the applicable laws pertaining to the purchase and importation of tobacco products and Cuban Cigars from abroad.
Our delivery guarantee covers almost all cases except for situations that arise from customer error such as wrong or insufficient address at the time of placing the order, theft of the packages on customer premise after delivery - package tracking shows delivered and customer had been away at the delivery address for extended periods of time during the delivery window of the packages.
As outlined in the "Delivery Guarantee" article, for almost all cases, we guarantee delivery .
While we sell at duty and tax free prices, we do not guarantee Duty and Tax Free delivery to the destination country. We expect our customers to know about the duty and taxes in their respective countries and take full responsibility of any taxes and duties assessed upon the arrival of their order.
As stated, we do not assume any responsibility for any taxes, delayed shipments or any further inconveniences caused by domestic Customs offices. Please understand that we are not in a position to be fully aware of all regulations pertaining to customs offices all over the world. We assume that each customer is fully aware of the conditions and regulations applied by its domestic customs system. The ultimate responsibility is with the customer.
Once we hand over your parcel to Postal Service, average shipping times via International Priority mail are:
North America: 10 -20 Business Days
Europe: 4 - 10 Business Days
Asia Pacific: 10 - 20 Business Days
Australia: 10 - 20 Business Days
Please note that these delivery times are based on normal circumstances. Holidays and unforeseen postal situations may impact these times.
We ask you to be patient, the quoted delivery times are averages and there are always cases where delivery takes much shorter or longer due to circumstances out of our control. It can be weather, holidays, heavy postal volumes. We cannot control the Postal Service's performance in your country.
We do not consider a package delayed unless 30 days elapse after we handed over the parcel to Post Office and sent you a shipping notification.
If a shipment does not arrive within 30 days after it has been shipped, please contact us and let us know about the delay. We will check the situation from our end and if we cannot locate your parcel either, we will give you the option to either request a reshipment or refund.
If both orders arrive at their destination, we will charge you for the reshipment as well as the original order. Please contact us if you are in this situation and we will begin the process.
