FAQ
ORDER INFO
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards (Visa, Mastercard, American Express, and Discover) and PayPal
DO YOU PRICE MATCH?
Since we try to be the very best at pricing and offer free shipping on every product, we do not offer price matching at this time.
WHAT IF I NEED TO CHANGE MY ORDER AFTER I’VE PLACED IT?
If you have not received your Shipping Confirmation email yet, then please contact customer support at customer.service@cigartrappings.com and we may be able to change it for you. If you’ve already received your Shipping Confirmation email, that means that your order has already been shipped out and we cannot change your order.
I PLACED MY ORDER BUT HAVEN’T RECEIVED ANY EMAILS YET. WHAT’S GOING ON?
After you’ve placed your order with us, you will receive two emails from us:
- An Order Confirmation email will be sent shortly after your order has been placed.
- A Shipping Confirmation email will be sent by the end of the business day (if you ordered before 4pm on a business day) or by the end of the next business day (if you ordered after 4pm or on a weekend or holiday).
If you are missing those emails, first check to see if they went to your Spam folder. To make sure that you’re getting all of your emails from us, please add email@cigartrappings.com to your address book. If you have not received these emails from us, please customer.service@cigartrappings.com.
MY TRANSACTION WAS DECLINED BUT MY CREDIT CARD WAS CHARGED. WHY?
Our credit card merchant (as with most others), uses a 'Capture and Authorize' system, which first checks to ensure the funds are available and then puts those funds in a “pending” state until the billing address verification process is completed. If there are any issues with the billing address, the transaction will be declined, but the funds may remain in that pending state for 1-2 business days. We do not have access to these funds at any point and this is not a permanent charge. If the funds are not released and back in your account within 7 business days, please contact customer.service@cigartrappings.com so that we can advise you further.
If your card is declined because the billing address entered at checkout does not match what is on file at your card issuing bank and would like to reorder with us, please make sure that the billing address that you are entering at checkout matches what the bank has on file. This may mean contacting your bank to verify the information.
The most common reason for a decline is a “Billing Address Mismatch”. If this is the error message that you received, please consider the following:
Did you recently move?
Are you away at college?
Is your billing address still listed as a parent or family member’s residence?
SHIPPING
DO YOU OFFER FREE SHIPPING?
Yes! Standard shipping within the continental U.S. is always free with orders over $50
Can you ship internationally?
HOW SOON WILL MY ORDER BE SHIPPED AFTER I PLACE IT?
All orders will be shipped within 48 hours after the order is placed. If your order is placed after 4pm on Friday, or on a weekend or holiday, then we will ship within 48 hours from the next business day.
CAN I CHANGE THE ADDRESS ON MY ORDER?
If it hasn't been shipped out yet, yes! Please contact us as quickly as possible. Otherwise, probably not. It's very important to make sure that you are entering the correct address for shipping when you are checking out! If the address applied is incorrect Cigar Trappings is not responsible for the package and will not provide any form of reimbursement, also if an order is going to an invalid address, (non existent) once it gets marked "Returned to Sender" on the USPS tracking page, let us know, and we can reship your order or refund you.
THE TRACKING SHOWS MY PACKAGE WAS UNDELIVERABLE. WHAT SHOULD I DO?
Please contact us so that we can verify the address and get the item shipped back out to you as soon as possible.
THE TRACKING SHOWS THAT MY PACKAGE WAS DELIVERED, BUT I STILL DON’T HAVE IT. WHAT SHOULD I DO?
Occasionally orders are marked Delivered but do not get dropped off until a later date, so it’s possible that your package will be delivered safe and sound the next business day of your order being marked as Delivered.
Sometimes orders get marked Delivered but are delivered to the wrong address. Please check with any immediate neighbors to see if a mistake was made. Our shipping labels are very clear and we print exactly what you enter at checkout, however, everyone makes mistakes and sometimes things get dropped off at the wrong location. Asking your mail carrier directly can also be very helpful.
I CLICKED THE LINK TO TRACK MY PACKAGE BUT THERE IS NO INFORMATION. DID YOU SHIP MY ORDER YET?
Don’t worry! Tracking information may take up to 24 hours before any status is shown. Check that link again at the end of the business day and you should see your package moving!
MY TRACKING STATUS JUST SAYS "ELECTRONIC SHIPPING INFORMATION RECEIVED." WHAT DOES THAT MEAN? WHERE IS MY ORDER?
This simply means that the mail carrier has scanned the package but the location hasn’t updated on their website yet. Don’t worry! It should be updated within the business day.
MY ORDER SHOULD HAVE ARRIVED TO ME BY NOW, BUT I DON’T HAVE IT YET. WHERE IS IT?
Once we have shipped your package out, it is in the hands of USPS or UPS to deliver. We cannot guarantee their transit and delivery times and sometimes delays occur for reasons outside of our control. If you are experiencing issues with your package in transit, please contact USPS directly at 1-800-275-USPS (8777) or UPS at 1-800-PICK-UPS (742-5877).
MY TRACKING STATUS SAYS THAT MY ORDER WAS RETURNED TO SENDER. WHAT HAPPENS NOW?
Packages that are returned to us due to an incorrect address provided by the customer or are refused will be refunded after arriving back to us. If you realize that you entered the wrong shipping address at checkout, please contact us and let us know so that we can send your package back out to the correct address. We will also contact you if we receive an order back due to an undeliverable address. If we have not heard back from you after 72 hours, then the order will be cancelled and refunded.
I RECEIVED THE WRONG ITEM, WHAT SHOULD I DO?
Oh no! Sometimes mistakes happen and we will fix that for you! But first, we need you to email us a picture of the product that you received along with the packing slip, making sure that the entire packing slip is visible. Email us at customer.service@cigartrappings.com to send us that picture and be sure to include your order number in the subject line. We’ll take care of you from there!
RETURNS
HOW LONG DO I HAVE TO RETURN MY ITEM?
- 30 days from the date of purchase. Anything that is returned must be in its original packaging and be clean and empty. If your eligible return arrives to us and is not clean, then it will not be accepted as a return and will be sent back to you. If your return does not contain the original packaging, then you may receive a reduced refund at our discretion.
WHO PAYS FOR THE SHIPPING COSTS ON RETURNS?
We do! Returns are always free, as long as you live in the United States. We will email you a Prepaid Return Label at absolutely no cost to you!
IS THERE A RESTOCKING FEE?
Nope! Returns and exchanges are 100%, absolutely free!
HOW LONG DOES THE RETURN PROCESS TAKE?
The return process is typically complete within 2 weeks of you mailing us your return.
HOW LONG DO REFUNDS TAKE TO COMPLETE?
You should see your refund complete within 7 business days from the day that you receive a Refund Notification email from us.