Returns & Refunds Policy
We want every order to arrive right. If something is off, here is exactly how returns, replacements, and refunds work.
01 Standard Return Policy
- Keep all packaging until you are sure everything is good.
- If there is an issue with your order, contact us within 72 hours of delivery with photos.
- Returns require a Return Authorization (RMA). Items sent back without approval may be refused.
- Returns must be initiated within 30 days of delivery unless noted otherwise.
02 Cigars & Tobacco Products
We accept returns on cigars and tobacco products when:
- The order arrived damaged or defective,
- We shipped the wrong item, or
- The product is unopened, unused, and still in its original condition.
15+ cigars: you may keep up to 2 cigars and return the remainder for store credit.
20+ cigars: you may try 1 cigar and return the rest for credit or refund (shipping not refunded).
Singles and small samplers: must be new and unopened to be eligible.
03 Accessories
- Eligible for return within 30 days if new, unused, and in original packaging.
- Seasoned or used humidors are not eligible for return.
- Defective items may be exchanged or refunded after inspection.
04 Damaged or Incorrect Items
Email [email protected] within 72 hours of delivery with your order number and photos of the item and packaging. We will reply with next steps for a replacement or refund, and we provide a prepaid return label when appropriate.
05 Return Shipping
- Our error (wrong, damaged, or defective item): we cover return shipping and reshipping costs.
- Preference-based returns: you pay return shipping, and original shipping fees are non-refundable.
06 Non-Returnable Items
- Cigars that are cut, lit, used, altered, or missing packaging
- Clearance and final-sale items
- Gift cards
- Subscription shipments
- Used humidors
07 Cancellations & Address Changes
Orders process quickly. If you need to cancel or fix a shipping address, contact us immediately. Once an order has shipped, it can no longer be changed.
08 Refund Processing
Approved refunds are issued to your original payment method within 3 to 10 business days after we receive and inspect the return.
09 Start a Return
Cigar Grail
Email: [email protected]
Phone / Text: 754-309-9674
Hours: Mon to Sat 10am to 9pm ET, Sun 10am to 7pm ET
Thank you for choosing Cigar Grail.