International Shipping Policy - Terms and Conditions

Question
What is your international shipping policy?
Answer

Please read this policy carefully before placing an order. By placing an order, you agree to be bound by this policy. You can review the most current version of our international policy at any time at this page. We reserve the right to update, change or replace any part of this policy at any time. It is your responsibility to check our website periodically for changes. If you want your order shipped to a United States' military address, please click here to read our Domestic Shipping Policy.

We currently ship to the following destinations:

Aruba

Australia (maximum 50 cigars per order, must not exceed 1.5 kg weight (3.3 lbs))

Bahamas

Bahrain (maximum 50 cigars per order, must not exceed 1.5 kg weight (3.3 lbs))

British Virgin Islands

Canada

Denmark

France (shipment of non-tobacco products only)

Guam

Hong Kong

Iceland

Indonesia (maximum 5 cigars allowed per order)

Ireland

Japan

Morocco

New Zealand

Puerto Rico

Saudi Arabia (maximum cigars allowed per order is 24 for personal use)

South Korea (maximum cigars allowed per order is 50 for personal use)

Sweden

Taiwan (maximum cigars allowed per order is 125 for personal use, no small cigars or cigarillos)

United Arab Emirates

United Kingdom & Northern Ireland

US Virgin Islands

If your country is not listed please CONTACT US and we will give you a quote. Note that some countries prohibit the import of tobacco products. For these destinations, we do ship non-tobacco products so do not hesitate to contact us.

COVID-19

If your package was shipped recently and you are experiencing longer delays than usual, please know that you are not alone. The coronavirus pandemic has seriously impacted the ability of the United States Postal Service and their counterparts in your country of delivering packages in the same timely manner that they used to. We have seen significant delays since March 2020 and have reason to believe that these delays will continue throughout the year. Your patience and understanding is appreciated. We cannot file a claim until the package has been in the hands of the USPS longer than 30 days.

VERIFICATION OF ALL ORDERS:

Once you have successfully placed your order, we will verify the billing address. Orders will only be shipped to the card owner’s billing address. A copy of valid photo identification and credit card may be required for first time orders. We may ask that you provide the name and telephone number of the bank that issued the card with your order (this information appears on the back of your credit card). When you order, it is important that you provide a phone number where we may contact you during the day and an email address. All the information you provide to us is strictly confidential and will be used by designated personnel for the purpose of processing your order only. If we do not receive a response to our verification email within 5 business days your order will be cancelled and payment will be refunded. However, you may still email us the requested documents to reinstate your order.

DUTIES AND TAXES:

Our prices do not include duties or your local value-added taxes (VAT). If assessed, these charges are the responsibilities of the package recipient, who will be billed for them by the local Customs office or the carrier. A restocking fee (25%) will apply to all product(s) returned due to the customer's refusal to pay duties or taxes. If your local customs office does not return packages to sender and instead destroys them, Neptune Cigars is not responsible for the confiscated or destroyed package and will not reimburse you.

PAYMENT:

All prices listed are in U.S. dollars. When you pay by credit card, the credit card company will calculate the exchange rate and include it in your monthly statement. All shipping is paid by the person purchasing product or products. All special shipping requirements will be added to your charges.

SHIPPING METHODS:

You may choose to have your order shipped by the following shipping methods:

DHL

  • Great customer support services
  • Delivery in 2-8 business days**
  • Efficient package tracking

USPS Express Mail International

  • Delivery in 5-6 business days to most destinations
  • Tracking service to major destinations

USPS Priority Mail International

  • More economical service than Express Mail
  • Delivery in 6-10 business days
  • Delivery confirmation number provided to major destinations

USPS First Class Mail International

  • Most affordable international service
  • Low weight packages only
  • Delivery confirmation number provided varies by destination, no insurance

**Weekends and holidays do not count as business days.

When you enter your address in our checkout form, the website will offer you an immediate shipping quote for both USPS Express Mail and Priority Mail International. If you decide to proceed with the order, you will be charged for the items and the shipping method that you have chosen when you complete the order. Free shipping offers do not apply to international orders. Neptune Cigars is not responsible for lost or stolen packages.

RETURNS:

All items that appear to be defective will need to be sent directly to the manufacturer or warranty provider. Refer to the products' individual warranty policy for further information. Please contact us for more information on how to return defective products. Non-defective products ("Buyer’s Remorse") can be returned with 30 days of receipt if returned UNOPENED and in resalable condition, for refund less shipping. International orders will be subject to a 25% restocking fee. All returns shipped must include a Return Request Authorization form available from NeptuneCigar.com. Please contact us if you need an form (will be emailed to you in MS Word format). Customer is responsible for shipping charges to NeptuneCigar.com’s distribution center for all products being shipped for return, exchange or replacement. Products exchanged or replaced will be shipped by Neptune Cigars to Customer, at Neptune Cigars’ expense. Customer is responsible for all risk of loss and damage to products being shipped for return, exchange or replacement. Please fully insure return shipment in case of loss or damage. Please use a carrier that is able to provide you with proof of delivery. This is for your protection as well as to ensure quick action on your return. Failure to return a product within 30 days of receipt will be deemed to be an acceptance of the product.

By Luzzie Normand
Co-Founder & Editor; Neptune Cigars Inc.
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bySensible shipping to non-USA clients with good packing/protection.
very good