Problem with your order

Question
There is a problem with my order.
Answer

At NeptuneCigar.com, your satisfaction is our main concern. If there is something wrong with your order, please read the information below on how to proceed:

You need to cancel or change an order that is still being processed. Send us an email with the changes or cancel request (include your full name and/or order number), or contact us via Live Help. Please note that you should contact us as soon as possible to make changes as we ship most orders within 24 hours, usually before 2:00 PM EST.

You received a damaged or defective item. All items are carefully checked and packaged. However, if you receive a damaged product(s), please refuse the products upon original delivery attempt. If damaged products are accepted from the carrier, such damage should be noted on the carrier delivery record. Please save the product and the original box and packaging and notify usimmediately to arrange for a carrier inspection and a pickup of damaged products. All original packing materials and/or boxes must be saved and made available for inspection, in order for a damage claim to be considered by the shipper. If you receive a defective item, please email us for information on how to return the defective item.  On your email, make sure you indicate your order number and a description of the problem, including the nature of the defect or damage.

You received the wrong item or an item you didn't order. Please email us. Include a description of the items you’re returning, as well as whether they arrived instead of or in addition to items that you did order. Please let us know whether you need a refund or a replacement sent to you.

You are not satisfied with the product you purchased. You will receive a full refund for all items that are returned, minus shipping charges. Please note that missing cigars will be deducted from the purchase price. All items must be in resalable condition. Do not send half-smoked cigars. Before you mail back your product, please read our Return Policy.

You are missing an item. Please email us and include your order number in the subject line.

You have not yet received your order. We ship most orders within 24 hours (not including weekends and holidays). If you have not yet received your order at all and think that you should have by now, go to "My Account" and visit the relevant order summary. On the "Order History" section you will find order status information, and tracking numbers when the carrier has made them available. If you cannot find your order, please email us with your order number on the subject line, or contact us via Live Help.

Need further assistance? Click here to Contact Us. Please include as much information as possible.


By Luzzie Normand
Co-Founder & Editor; Neptune Cigars Inc.