Frequently Asked Questions
     Ordering & Shipping
     Our Guarantee
     Contacting Us
     Terms and Conditions
     Privacy Policy

Q. Why should you choose Duty Free Cuban Cigars as your Cuban Cigar supplier?
A. We guarantee 100% authentic Cuban Cigars and products delivered worldwide!

Q. Where do you ship Cuban cigars and products?
A.  We ship Worldwide: This Includes North America.

Q. Do you ship original sealed boxes?
A. Yes, we guarantee delivery to any part of the world (including USA and US territories) FREE SHIPPING on 15 cigars or more worldwide also!

Q. Do You ship Cuban Cigars without original sealed boxes?
A. Yes, we also offer these packaging options

  Two shipping options described below:

1. We ship cigars only (no bands or boxes)
2. We ship cigars (no bands or boxes) and mail bands separately

We ship package separating cigars from the original boxes, remove the rings/bands, and pack them in ziplock bags and then bubble wrapping. We can then ship the rings in separate packaging by regular mail.

  PLEASE NOTE***If you place a cigar order to be sent without bands etc., you must e-mail us stating your order # and request the shipping options above.If not your order will be processed and delivered to our current method which is original sealed boxes.*** info@dutyfreecubancigars.com

Q. Are other Cuban products on website also Guaranteed Delivery?
A. All other products from Cuba are shipped in original packaging and are not guaranteed delivery if being imported into USA or US territories. Ordering party takes risk. (however our success rate for delivery is 100%)  All other countries worldwide are Guaranteed delivery!

Q. Why are your prices better than other online retailers?
A. We offer Duty free prices on all our products, and when we say duty free we mean DUTY FREE! Other online websites claim to be duty free but may pay between 10%-40% in duties, taxes or tariffs on cigars to their Government. So, when the product is re-exported they include or in-cure that tax/duty/tariff cost onto you in their price.

Q.Why do other online Cuban Cigar website’s have way cheaper prices?
A. Other websites that offer Cuban cigars at better price’s are usually selling fakes or counterfeits. A lot of these websites operate out of Costa Rica. A Red Flag is If the website offer's Cuban Edicion Limitadas from 2000, 2001,2002,2003,2004 and so on, that are always in stock at really cheap prices - STAY AWAY!!.
It’s also a good idea to call a phone number and ask questions - and most important request factory codes. 

Q.  How do I know that I am getting the real deal?
A.  We have been online for 12 years and have delivered over 25,000 orders worldwide. We are a licensed retailer and wholesaler in Grand Cayman Islands.  All our Cuban cigars are purchased directly from our distributor Caribbean Cigars N.V in Curacao, who also supplies to the entire Caribbean region and Central America. This includes all La Casa Del Habano Stores. (View Caribbean Cigars N.V. company website www.habanoscaribe.com)  

Q.  How long does it take to receive my order?
A. Orders usually take 2-5 days to process payment depending on our current volume of orders. Once shipped delivery will take 5 days (North and Central America, Canada, Alaska), rest of the world 7-14 days.

Q. When am I charged for orders and shipping?
A.  We charge 2-5 business working days before order is shipped.

Q.  How do you know of delivery?
A.  When your order is sent, you we will be e-mailed a tracking number and courier website. You may track online and we will also on our end.

Q.  Are my credit card online payments secure?
A.  Our payment page on our website is protected by an encryption license.  We do not give out customer information, to anyone.  We mean that, NO ONE!

Q.  What if cigars I order are on backorder?
A.  If you place an order and some of the requested cigars are not available, we will ship them as soon as we receive them.  We will advise you of delay and you can decide whether you want to wait or proceed with order. We do keep the shopping cart updated at all times. Remember you will only be charged for cigars that we have delivered to you!

Q.  What if cigars I order arrive damaged?
A.  If for any reason you are not satisfied with our service our product, please e-mail us at info@dutyfreecubancigars.com immediately.
Once we have received the original product in partial original packaging within 20 business days after date of delivery to you we will either refund or re-send your order.

 

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Shipping rates for express courier and postal delivery to any part of the world.
Pricing is quantity based: Please use drop down bar on payment page to select correct shipping option and on final checkout the shipping will be totaled. You will also receive an electronic receipt by e-mail.

Courier 15 hour - 30 hour Express Delivery (No alcohol shipped by courier)

•  (EXPRESS COURIER 15-30hrs ) *** ALL OTHER ITEMS*** USA**CANADA**ALASKA**
• (WESTERN HEMISPHERE) US$50.00
  10 + items FREE Shipping
•  (EXPRESS COURIER 24-35hrs ) *** ALL OTHER ITEMS*** REST OF WORLD***
  (EASTERN HEMISPHERE) US$75.00
  10 + items FREE Shipping

5 day EMS postal (DROP SHIPPED & TRACKABLE)

5 Day EMS Postal (CIGARILLOS-T-SHIRT(S)-CIGARETTE'S-COFFEE-ASHTRAY'S- NO CIGARS) USA**WORLDWIDE**
2-4 items US$15.00
5-10 items US$35.00
11 + items FREE Shipping

5 Day EMS Postal Service (PAINTING'S &/OR PERFUMES ONLY -NO CIGARS)** USA**WORLDWIDE**
2-4 items US$15.00
5-10 items US$35.00
11 + items FREE Shipping

• 5 Day EMS(CUBAN CIGARS ONLY-OVER 15 CIGARS IN A PACKAGE)***FREE SHIPPING***USA***WORLDWIDE**
•  
• 5 Day EMS(CUBAN CIGARS ONLY- UNDER 15 CIGARS IN A PACKAGE)***USA***WORLDWIDE***USD$25.00
•  
• 5 Day EMS(CUBAN CIGARILLOS  ONLY- ANY AMOUNT OF CIGARLLOS IN A PACKAGE)***USA***WORLDWIDE***USD$25.00
•  

• 5 Day EMS Postal Service( 1-10 HUMIDOR(S) ONLY - NO CIGARS ORDER 10+ FREE SHIPPING**USA***WORLDWIDE**
  1-2 humidors US$18.00
  3-4 humidors US$25.00
  5-6 humidors US$30.00
  7-8 humidors US$56.00
  9-10 humidors US$80.00
  11 + items FREE Shipping

• 5 Day EMS Postal(1 HUMIDOR &/OR 2 -10 OTHER SMALL ITEMS - NO CIGARS-PAINTINGS-ALCOHOL)**USA**WORLDWIDE**
  2-5 items US$25.00
  6-10 items US$35.00
  10+ items FREE Shipping

• 5 Day EMS Postal(ALCOHOL AND 2-12 ANY OTHER ITEMS-NO CIGARS-PAINTINGS-HUMIDORS )** USA***WORLDWIDE**
  2 items US$12.00
  3 items US$15.00
  4 items US$20.00
  

• 5 Day EMS Postal(ALCOHOL SPIRITS ONLY)**USA***WORLDWIDE**
  2 bottles US$12.00
  3 bottles US$15.00
  4 bottles US$20.00
  

• 5 Day EMS Postal(ONE ITEM ONLY) -NO CIGARS - HUMIDORS**EUROPE-ASIA-JAPAN-AUSTRALIA-HAWAII** EASTERN HEMISPHERE**
  1 item only $15.00

• 5 Day EMS Postal(ONE ITEM ONLY)-NO CIGARS - HUMIDORS**USA & CENTRAL-SOUTH AMERICA-CANADA-ALASKA-CARIB.**WESTERN HEMISPHERE**
  1 item only $7.50

HOW TO ORDER AND SHIPPING INFORMATION

1. Choose desired product. Enter amount to be ordered. Hit "buy now" to add different brands to your order, or hit "Proceed to checkout" to complete shipping and payment details.
2. When inputting shipping & billing address and payment details, remember to fill in all fields.
3. With all fields filled in, Hit "process order".
4. You will automatically receive a receipt of your order.
5. You will also get confirmation of order by one of our representatives, letting you know an approximate delivery date.
6. 1-4 days to process order. Once shipped delivery will be between 5-14 days, even as far as Europe, anywhere in the world!!
7. You will receive a postal or courier tracking number and website to track your package on the day package is shipped.

REGARDING CUSTOM DUTIES IN YOUR COUNTRY

*Please note that you are responsible for all duties, tariffs, taxes or other restrictions.

*Most of our cigars are packaged 25 cigars in a box, unless otherwise denoted next to cigar name.For example n-25 denotes (25 cigars) n-15 (15 cigars) n-10(10 cigars), n-50 (50 cigars) A/T= Aluminum Tubes.   

All prices are in US dollars.

** Orders that have been billed by our payment processor and requested to be refunded within 7 buisness days by the ordering party will be refunded in full - minus a USD$15.00 fee** (this fee will be deducted if the ordering party is refunded within 7 buisness days of being billed)

 

** Orders that have been billed by our payment processor and are disputed without contact with Duty Free Cuban Cigars in written notification by e-mail will be refunded in full - minus a USD$40.00 fee** (Please conatct us first at info@dutyfreecubancigars.com) 

• K**K*P*Y (Cyber Services) is our authorized payment processor for Duty Free Cuban Cigars.
  
  
• Payments can be made by - echeck, Visa, American Express, Diners, JCB, Debit Cards and Wire Transfer.
  We also accept personal USD$ checks, Money Orders, Bank Wire transfer or Western Union.
  
  
• Your credit card will be billed as K**K*P*Y located in Switzerland.
  
  
• Bank Wire Transfer payments, please contact us.
  
  
• If paying by Money order or personal check:
  
  DCB
  P.O. Box 32124
  Grand Cayman, KY1-1208
  Cayman Islands
  
  
• **Money order’s must be drawn on a U.S. bank and in USD$
  (Please allow 10 business days to clear our bank before your order is shipped)
  
  
• **We DO NOT ACCEPT US Postal money order

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We are not responsible for duties, tariffs or taxes implemented by your local customs or authority.

1. Duty Free Cuban Cigars is committed to protecting your personal privacy. We will never give or sell your personal information to anyone and will do everything possible to ensure that such information remains confidential. All customer information is kept strictly off-line.

2. You must be 18 years of age to purchase from Duty Free Cuban Cigars. By placing an order with us, you certify that you are at least 18 years old and are old enough to purchase tobacco products within the jurisdiction in which you are located.

3. Your use (accessing, browsing, buying, etc.) of this site is your legal agreement to the policies, terms and conditions below. You also agree to comply with all applicable laws and regulations, including exports and re-exports control regulations. If you do not agree to these terms, do not use this site.

6. Once placed, orders must be approved by our sales representative and billing bank before credit card charge. Orders are approved according to client's billing/shipping address and bank details.

7. Cancellation of orders are only accepted at the point in time where your orders have not been shipped

8. Duty Free Cuban Cigars and its partners are not responsible of paying any import taxes/duties to any country.

9. We have three shipping options:

1. We ship cigars only (no bands or boxes)
2. We ship cigars (no bands or boxes) and mail bands separately
3. We also ship Cuban cigars in original sealed boxes-Guaranteed delivery!

9. When goods have not been received within 28 days from the date of dispatch, detailed written notification must be made directly to us. Furthermore, no claim for damage or pilferage can be entertained unless notice of such is given within 5 business days of the receipt of the goods.

10. If the said goods were either damaged or faulty upon delivery you need to contact the shipper at once and file a complaint. (We assure you that once we send package that contents are in perfect condition and packaged with bubble wrap.)

11. The goods shall be deemed to have been delivered to the customer when delivered to a person appearing to have the authority to sign for them or at the destination to which they have been co-signed or delivery address on your order.

12. If you are not satisfied with the products you ordered you have the right to return them.
We issue you a pro-rated credit, minus freight charges only:

• when cigars have been returned in original packaging in which it was sent .
• when notified and returned within 20 business days after delivery date.
• when less than 15% of the amount of cigars sent has been used.
• Return-shipments are at customers expenses.

13. Any dispatch date or delivery time specified is only an estimate and Duty Free Cuban Cigars shall not be liable for any economic loss or damage whatsoever incurred by the customer as a result of a failure of the Duty Free Cuban Cigars or its partners to deliver the said goods.

14. Duty Free Cuban Cigars shall not be liable for any delay or failure to deliver Goods resulting wholly or in part from civil commotion, accidents, riots, strikes, lockouts, fire, flooding, Acts of God, shortage of materials, government action or regulation. Any such failure shall not affect the obligation of the customer to pay for any goods already delivered.

15. Fraud or the abuse of this website, or the attempt to fraud or abuse of this website will reported immediately to a Federal or Royal authority in your area. We will hand over all necessary details including IP address, to the authorities.

16. Duty Free Cuban Cigars shall not be liable for any damage, whether it is material or physical, coming forward from using our products and using our website. We firmly neglect any claims based on the above. We state firmly that SMOKING IS BAD FOR YOUR HEALTH AND CAN CAUSE SEVERE PHYSICAL DISORDERS.

17. We may modify these terms at any time. We will post the modified terms on the web site. The modified terms will come into effect as soon as they are posted on the web site and use of the web site and purchases of any goods from the web site after that point will be subject to the modified terms.

www.dutyfreecubancigars.com Privacy Policy



What information do we collect?

We collect information from you when you register on our site, place an order or subscribe to our newsletter.

Any data we request that is not required will be specified as voluntary or optional.

When ordering or registering on our site, as appropriate, you may be asked to enter your: name, e-mail address, mailing address, phone number, credit card information or Billing Information. You may, however, visit our site anonymously.

What do we use your information for?

Any of the information we collect from you may be used in one of the following ways:

• To improve our website
(we continually strive to improve our website offerings based on the information and feedback we receive from you)

• To improve customer service
(your information helps us to more effectively respond to your customer service requests and support needs)

• To process transactions
Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested by the customer.

How do we protect your information?

We implement a variety of security measures to maintain the safety of your personal information when you submit a request, place an order or access your personal information.

These security measures include: password protected directories and databases to safeguard your information, SSL (Secure Sockets Layered) technology to ensure that your information is fully encrypted and sent across the Internet securely, PCI Scanning to actively protect our servers from hackers and other vulnerabilities or Firewalls and Anti-Virus software updates for portection of incoming and outgoing e-mails.

We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Database to be only accessed by those authorized with special access rights to our systems, and are required to keep the information confidential.

After a transaction, your private information (credit cards, social security numbers, financials, etc.) will be kept on file in order to process future requests

Because we store credit card information on our own servers, we have taken appropriate measures to ensure that we are PCI DSS Compliant..

Do we use cookies?

We do not use cookies.

Do we disclose any information to outside parties?

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others' rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

Third party links

Occasionally, at our discretion, we may include or offer third party products or services on our website. These third party sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these sites.

California Online Privacy Protection Act Compliance

Because we value your privacy we have taken the necessary precautions to be in compliance with the California Online Privacy Protection Act. We therefore will not distribute your personal information to outside parties without your consent.

As part of the California Online Privacy Protection Act, all users of our site may make any changes to their information at anytime by logging into their control panel and going to the 'Edit Profile' page.

Childrens Online Privacy Protection Act Compliance

We are in compliance with the requirements of COPPA (Childrens Online Privacy Protection Act), we do not collect any information from anyone under 13 years of age. Our website, products and services are all directed to people who are at least 13 years old or older.

CAN-SPAM Compliance

We have taken the necessary steps to ensure that we are compliant with the CAN-SPAM Act of 2003 by never sending out misleading information.

SMOKING IS BAD FOR YOUR HEALTH AND CAN CAUSE SEVERE PHYSICAL DISORDERS.

Duty Free Cuban Cigars shall not be liable for any damage, whether it is material or physical, coming forward from using our products and using our website. We firmly neglect any claims based on the above. We state firmly that SMOKING IS BAD FOR YOUR HEALTH AND CAN CAUSE SEVERE PHYSICAL DISORDERS.

You must be 18 years of age to purchase from Duty Free Cuban Cigars.

You must be 18 years of age to purchase from Duty Free Cuban Cigars. By placing an order with us, you certify that you are at least 18 years old and are old enough to purchase tobacco products within the jurisdiction in which you are located.

Delay or failure to deliver Goods

Duty Free Cuban Cigars shall not be liable for any delay or failure to deliver Goods resulting wholly or in part from civil commotion, accidents, riots, strikes, lockouts, fire, flooding, Acts of God, shortage of materials, government action or regulation. Any such failure shall not affect the obligation of the customer to pay for any goods already delivered.

Terms and Conditions

Please also visit our Terms and Conditions section establishing the use, disclaimers, and limitations of liability governing the use of our website at http://www.dutyfreecubancigars.com/customer_service.htm.

Your Consent

By using our site, you consent to our privacy policy.

Changes to our Privacy Policy

If we decide to change our privacy policy, we will post those changes on this page, and/or update the Privacy Policy modification date below. Policy changes will apply only to information collected after the date of the change.

This policy was last modified on 10th June 2010

Contacting Us

If there are any questions regarding this privacy policy you may contact us using the information below.

www.dutyfreecubancigars.com
P.O. Box 32124SMB
Georgetown, None KY1-1209
Cayman Islands
info@dutyfreecubancigars.com
345-322-4788

Privacy Policy Customer Pledge

We pledge to you, our customer, that we have made a dedicated effort to bring our privacy policy in line with the the following important privacy laws and initiatives:
Federal Trade Commision Fair
California Online Privacy Protection Act
Childrens Online Privacy Protection Act
Privacy Alliance
Controlling the Assault of Non-Solicited Pornography and Marketing Act


If at anytime you have a cause that needs to be disputed please fill out the Trust Guard Dispute Resolution form.

Respectfully,

Damian Bancroft Operations Manager
www.dutyfreecubancigars.com

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