Precautions

Upon receiving your package, please open it and inspect the contents immediately.

All packages shipped from our warehouse are packaged in standardized and uniform packaging. If you discover any obvious damage, crushing, severe deformation, repackaging, or dents in the outer packaging before signing for the package, please ask the carrier driver to note the damage on the delivery receipt. Take photos immediately at the delivery site before signing for the package. (Failure to note this will be assumed that the outer packaging was intact upon receipt, making claims difficult.)

For the above situations or other issues, please retain the complete inner and outer packaging (including the carrier’s packaging) and contact our online customer service within the processing period for assistance or to follow up on related matters to ensure the rights of both parties.

Please ensure that the recipient information and details you provided are accurate; otherwise, the goods may be returned due to unsuccessful delivery. You can resend the returned item by paying the shipping fee (US$35/packet; US$70/two packets; and so on), but each returned item can only be resent once, regardless of the reason.

Alternatively, you can choose to receive a refund without reshipment after the first return. The system will automatically process the refund after deducting the initial shipping fee (Initial shipping fee: US$35/packet; US$70/two packets; and so on, i.e., total refund price – initial shipping fee = actual refund amount; if the item value is less than US$35, 20% will be deducted before refund).

  • Product packaging may be updated periodically and may differ slightly from the website images. Please refer to the actual package received. During the product cycle, new and old versions will be shipped randomly, and returns and exchanges are not accepted.
  • The deadline for handling complaints and returns of parcels is 3 days from the date of successful delivery as shown on the carrier’s official website. Due to the special nature of tobacco products, parcels exceeding the processing deadline will not be accepted, regardless of the issue.
  • For goods that meet the return/exchange conditions, please ensure that the original parcel contents (inner and outer packaging, labels, number of cigars, etc.) and its outer packaging, along with all accompanying complete packaging materials, are intact. Do not miss any packaging or damage the outer box. Returned goods that cannot be restored to their original condition may affect return rights or incur additional costs. Any missing items or subsequent damage will not be accepted. Actual return arrangements will depend on the import/export regulations of the relevant country or region.
  • If our quality control department has verified that a product has quality issues and is eligible for return or exchange, please return the returned item intact and properly packaged within two days of confirming with customer service. Upon receiving the returned item, we will process your refund or reshipment. All return shipping and related costs are the responsibility of the customer.
  • For refunds: We will deduct the initial shipping fee for the refund package: US$35/package; US$70/two packages; and so on. That is, the total value of the refunded item in US dollars – the initial shipping fee = the actual refund amount. For reshipments: We will only cover the second reshipment shipping fee; any other costs incurred for the reshipment will be borne by the customer.
  • To protect your interests, please carefully read the relevant product description before purchasing. Products without quality issues are not eligible for return or exchange. Due to the special nature of tobacco products, returned items will also be stored in a warehouse for professional maintenance. To facilitate warehousing and logistics management, if you fail to resend the package within 3 months, we will consider it as your voluntary abandonment of the due parcel and have the right to handle the returned item freely without further notification.