At our shop, every cigar is handled with the same care and respect we give to the craft itself. Because premium cigars are perishable, humidity-sensitive products, all sales are final. Once a cigar leaves our humidor and enters your hands, it becomes part of your collection—and for that reason, we cannot accept returns or exchanges.

If Your Order Arrives Damaged

We take pride in packaging your cigars to arrive in the same condition they left our humidor. On the rare occasion that a shipment is damaged in transit, we’ll make it right.

To qualify for a damage-related refund or replacement:

• Notify us within 4 days of receiving your order.
• Provide clear photos of:
  • The shipping box
  • Packing materials
  • The damaged item(s)
  • The shipping label
• Items must remain in their original packaging.

Once we review your claim, we’ll issue a refund to your original payment method or arrange a replacement—whichever best preserves your experience with us.

What Isn’t Eligible

Because cigars are sensitive, handcrafted products, we cannot issue refunds for:

• Damage reported after the 4-day window
• Issues related to personal taste, strength, or blend preference
• Humidity concerns after the package has been opened
• Improper storage after delivery

Shipping Errors

If we made a mistake with your order, reach out within 4 days of delivery. We’ll correct it promptly and at no cost to you.

How to Reach Us?

To submit a claim, email info@cigarcastle.com with:

• Your order number
• Photos of the issue
• A brief description of what happened

We’ll review your message and respond as quickly as possible.