Frequently Asked Questions
Why are your prices so low?
As one of the largest online retailers of cigar humidors and premium cigar accessories, CigarExtras's prices simply cannot be beat and we even guarantee that too. Let us know before you make a purchase of any online competitor's price lower than that offered for the same item on our website. This policy is limited to the same product and only applies when the product is actually in stock at our competitors site, remember anyone can be cheaper when they don't have the product in stock! Our guarantee applies to retail customers of regular stock items and does not apply to prior sales, closeouts, clearances or auction style pricing. We do verify all pricing and reserve the right to apply price matching to baskets of goods when appropriate.
How do I view my order status?
Your order history can be viewed by logging into our
customer support system.Enter your Username or Email address created when you placed you order to gain access. You can view your current and completed orders as well as items you saved to your wish list.
Can I cancel an order once placed?
Our system begin processing your order the instant the order is placed, as a result cancellation of an order is not possible. Please see our return policy for other available options.
Why is my item backorderd?
Due to our high inventory levels we typically have all items in stock. If an item in your order will not ship within five business days, we call this item backordered. In these rare instances we will advise you by email and include the expected date of shipment.
What is your Warranty Policy?
Many of the products we offer come with Manufacturer's warranties. Since we are not the manufacturer, all warranties are to be serviced directly by the manufacturer, unless we indicate otherwise. All lighters which fail to operate properly during the warranty period must be returned to the manufacturer under the conditions of the warranty. We do guarantee that we will never send an inoperable lighter, in the event we do, notify us within 48 hours of receipt so we can rectify the problem. Lighters which show obvious signs of use and/or fall outside of the 48 hour window, will require service under the manufacturer's warranty.
What is your Cigar Oasis Warranty Policy?
Cigar Oasis comes with a one year manufacturers warranty. If you encounter any issue, we recommend that you check our troubleshooting guide that can be found
Here. If you are unable to solve your issue, contact Cigar Oasis directly at 877-627-4798.
What is your Return Policy?
Returns other than those addressed above for damages or covered below for items with warranties, are subject to a restocking fee of 25%, and must be returned within seven days of receipt. Returns must be in new condition with all accessories and documentation and must be repacked in original packaging as it was received, Your return must be sent in packing suitable to protect the contents from damage. Used items are not returnable, a seasoned humidor (which includes humidors we season for you per your order instructions) are considered used and are not returnable. Any variances from the above stated conditions will either be refused or will result in additional deductions as determined by Cigar Extras. Please contact us for an RMA #, as packages received without this number will not be accepted. Returns must be sent insured using a shipper that provides tracking.as CigarExtras.com is not responsible for returns which become lost or damaged. All shipping costs are the responsibility of the customer. Refused orders or orders which are undeliverable to the address provided may at our option be treated as a return and subject to restock fees and all shipping costs incurred for delivery and return.
Do you ship International?
Payment and Shipping:- We only accept payment via bank transfer in American Funds with $15 admin fee
- We do not accept credit card payment from international buyers until after a minimum of 5 successful orders with other methods of payment, and then we are happy to accept MC/Visa in US funds.
- It is preferred that you have a personal freight account (such as a FedEx account) or freight forwarder in the US for shipping. If so, please provide us with your account number in the notes section of your order.
- Shipping rates are determined by weight, your location and speed of delivery and quotes will be e-mailed after orders are placed.
Fees for International Buyers:
- International shipments are subject to costs for customs duty, taxes and brokerage fee when importing our products to your country and you may be required to pay these costs at delivery or a short time after.
- All these costs are the responsibility of the purchaser and must be paid in full by you promptly.
- If we are notified of taxes, duties or brokerage fees which are unpaid, we reserve the right to charge your account for these amounts plus a $25.00 US administrative charge for our time, so we request your cooperation in paying these fees on a timely basis.