Returns & Refunds

Cigar Grail wants you to love your new purchase. If you decide to return something, we’re ready to assist.

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Returns & Refunds Policy

How to Return an Item

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FAQ

Returns & Refunds Policy

Standard Return Policy

There are a few important things to keep in mind when returning a product you purchased online.

  • Keep all packaging until you’re sure everything is good.
  • Order issues (wrong item, damaged in transit, missing items): contact us within 72 hours of delivery with photos.
  • Returns require Return Authorization (RMA). Items sent back without approval may be refused.

Cigars & other tobacco products

Because tobacco products are perishable and condition-sensitive, returns are limited.
We accept returns/exchanges for cigars/tobacco if:

  • The order arrived damaged/defective
  • We shipped the wrong item
  • The product is unopened/unused and still in original condition (including cellophane intact where applicable).

Box/bundle allowance (if you simply don’t like the blend):

  • For boxes/bundles/samplers of 15+ cigars, you may keep up to 2 cigars and return the rest for merchandise credit (once inspected).
  • For boxes/bundles of 20+ cigars, you may try 1 cigar and return the rest for credit/refund (shipping not refunded).
  • Singles/5-packs/small samplers must be new and unopened for return eligibility.

Return window: Returns must be initiated within 30 days of delivery unless noted otherwise.

Accessories (cutters, lighters, humidors, etc.)

  • Eligible within 30 days of delivery if new, unused, and in original packaging.
  • Seasoned/used humidors are not eligible for return.
  • Defective accessories may be exchanged or refunded after inspection (or handled via manufacturer warranty when applicable).

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect:

1. Email us at [email protected] within 72 hours of delivery
2. Include your order number and photos of the item(s) and packaging
3. We’ll provide next steps (replacement, refund, and/or a prepaid return label when appropriate)

How to Return an Item

Return Policy

  • Contact: [email protected] or 754-309-9674
  • Include: order #, items, reason, and photos (if damaged)
  • Once approved, you’ll receive an RMA and return instructions.

Refunds, store credit, and processing

  • Refunds/credits are issued after inspection of returned items.
  • Refunds go to the original payment method; shipping fees are typically non-refundable (see below).
  • Allow [3–10 business days] after receipt for processing.

Return shipping costs

  • If we shipped the wrong item or it arrived damaged/defective, we cover return shipping (and/or reship at no cost).
  • For preference-based returns (e.g., you didn’t enjoy the blend), customer covers return shipping, and original shipping is not refunded.

Exclusions

No returns on:

  • Items that are cut, lit, used, altered, or missing packaging.
  • Clearance/final-sale items (marked as such)
  • Gift cards
  • Subscription/club shipments (final sale)

Cancellations

Orders begin processing quickly. If you need to cancel or change an address, contact us immediately. Once an order ships, it can’t be changed or canceled.

Contact Us

Email: [email protected]
Phone/Text: 754-309-9674
Hours: Mon–Sat 10am–9pm ET / Sun 10am–7pm ET

FAQ

What is your return policy?

You can start a return within 30 days of delivery. Cigar singles, 5-packs, and unopened boxes in original condition are eligible, as are accessories that are new, unused, and in their original packaging. Cut, lit, used, or altered cigars, clearance and final-sale items, gift cards, subscription shipments, and used humidors can’t be returned.

What if my order arrives damaged?

Email us within 72 hours of delivery with a couple of photos and we’ll make it right. We cover return shipping whenever we sent the wrong item or it arrived damaged.

How do I start a return?

Call or text 754-309-9674 (Mon–Sat 10am–9pm, Sun 10am–7pm ET), or email us with your order number, and we’ll walk you through it.

How long do refunds take?

Once we receive and inspect your return, refunds process within 3–10 business days to your original payment method. For change-of-mind returns you cover return shipping and the original shipping isn’t refunded; if the return is our error, we cover it.

Returns & Refunds

Cigar Grail wants you to love your new purchase. If you decide to return something, we’re ready to assist.

Standard Return Policy

There are a few important things to keep in mind when returning a product you purchased online.

  • Keep all packaging until you’re sure everything is good.
  • Order issues (wrong item, damaged in transit, missing items): contact us within 72 hours of delivery with photos.
  • Returns require Return Authorization (RMA)—items sent back without approval may be refused.

Cigars & other tobacco products

Because tobacco products are perishable and condition-sensitive, returns are limited.
We accept returns/exchanges for cigars/tobacco if:

  • The order arrived damaged/defective
  • We shipped the wrong item
  • The product is unopened/unused and still in original condition (including cellophane intact where applicable).

Box/bundle allowance (if you simply don’t like the blend):

  • For boxes/bundles/samplers of 15+ cigars, you may keep up to 2 cigars and return the rest for merchandise credit (once inspected).
  • For boxes/bundles of 20+ cigars, you may try 1 cigar and return the rest for credit/refund (shipping not refunded).
  • Singles/5-packs/small samplers must be new and unopened for return eligibility.

Return window: Returns must be initiated within 30 days of delivery unless noted otherwise.

Accessories (cutters, lighters, humidors, etc.)

  • Eligible within 30 days of delivery if new, unused, and in original packaging.
  • Seasoned/used humidors are not eligible for return.
  • Defective accessories may be exchanged or refunded after inspection (or handled via manufacturer warranty when applicable).

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect:

1. Email us at [email protected] within 72 hours of delivery
2. Include your order number and photos of the item(s) and packaging
3. We’ll provide next steps (replacement, refund, and/or a prepaid return label when appropriate)

Return Policy

  • Contact: [email protected] or 754-309-9674
  • Include: order #, items, reason, and photos (if damaged)
  • Once approved, you’ll receive an RMA and return instructions.

Contact Us

Email: [email protected]
Phone/Text: 754-309-9674
Hours: Mon–Sat 10am–9pm ET / Sun 10am–7pm ET

What is your return policy?

You can start a return within 30 days of delivery. Cigar singles, 5-packs, and unopened boxes in original condition are eligible, as are accessories that are new, unused, and in their original packaging. Cut, lit, used, or altered cigars, clearance and final-sale items, gift cards, subscription shipments, and used humidors can’t be returned.

What if my order arrives damaged?

Email us within 72 hours of delivery with a couple of photos and we’ll make it right. We cover return shipping whenever we sent the wrong item or it arrived damaged.

How do I start a return?

Call or text 754-309-9674 (Mon–Sat 10am–9pm, Sun 10am–7pm ET), or email us with your order number, and we’ll walk you through it.

How long do refunds take?

Once we receive and inspect your return, refunds process within 3–10 business days to your original payment method. For change-of-mind returns you cover return shipping and the original shipping isn’t refunded; if the return is our error, we cover it.