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 begins processing your order the instant the order is placed, and as a result cancellation of an order may not be possible. We will do our best to process these requests when it is possible but in the event it isn't, 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 CigarExtras. 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 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.
What is California Proposition 65 and how does it apply to the crystal items you buy?
Like most fine crystal glasses, some of our Riedel glassware is made using lead. In accordance with Proposition 65, we issue the following warning to our California customers: "Use of this product will expose you to lead and/or cadmium, chemicals known to the State of California to cause birth defects or other reproductive harm."
What is California Proposition 65 and how does it apply to our products?
Our manufacturers test all of our dinnerware, glassware and other items used for serving food to ensure that they meet FDA and California Proposition 65 requirements for lead and cadmium. In accordance with Proposition 65, for glazes that meet FDA standards but exceed Prop 65, we issue the following warning to our California customers: "The materials used as colored decorations on the exterior of this product contain lead, a chemical known to the State of California to cause birth defects or other reproductive harm." If the interior or pouring lip of a serving vessel is finished with a glaze that contains lead, we issue the following warning: "Use of this product will expose you to lead and/or cadmium, chemicals known to the State of California to cause birth defects or other reproductive harm."