FAQ | Frequently Asked Questions

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.