CUSTOMER SERVICE TERMS & AGREEMENT

Factory Direct Cigars does not sell cigarettes of any kind.
Factory Direct Cigars does not ship tobacco products to Utah or Hawaii.
Factory Direct Cigars regonizes and complies fully with California Senate Bill 39.
Factory Direct Cigars confirms California customers age via telephone with customer.
Shipments of tobacco to California must have adult 'signed signature' of customers 21 years of age or older upon delivery. 
Factory Direct Cigars complies with all state taxation regulations for the states we ship to.
Factory Direct Cigars does not ship flavored tocacco products to Massachusetts. 

California:

All purchasers must be over 21 years of age or older, California’s Senate Bill 39 requires us to:• Confirm your delivery of tobacco products by telephone call after 5PM (PT) the day prior to shipment.• Obtain the signature of a person 21 years of age or older before completing the delivery.  Note, in order to comply with this restriction, we are unable to ship to a PO Box or offer certain shipping methods to California.

FactoryDirectCigars.com has the right to limit the number of items purchased through our website. In the event a product or service is listed at an incorrect price due to typographical error or error in pricing information received from our suppliers, FactoryDirectCigars.com will have the right to refuse or cancel any orders placed for product or service listed at the incorrect price. FactoryDirectCigars.com reserves the right to refuse or cancel any order at any time and for any reason whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, FactoryDirectCigars.com will immediately issue a credit to your credit card account.

RETURNS & EXCHANGES
Tobacco products are perishable and can only be accepted for refund or exchange within 7 days of your receiving the items if there is a problem with the quality or construction of the product. Our Returns and Exchanges policy has been developed to protect both the consumer and ourselves. In order to keep the cigars in perfect condition, they are stored in our humidified warehouse at a perfect 70º F and 70% humidity. Additionally, most cigars are wrapped in cellophane for the trip to you. This helps them retain their freshness.  However, please keep in mind that cigars are perishable and  should be placed in a humidor upon your receiving them in order to replenish any lost humidity during shipment. When you receive the cigars, you have 7 days to check your product for damage or any other problems . Contact customerservice@factorydirectcigars.com if you feel that   there is a problem with the cigars and a Return Merchandise Authorization* (RMA) Number will be provided if the situation warrants return. Simply place this RMA number on the shipping box and send it back to us. Our customer service department will make the determination with respect to a refund, exchange or full credit. There will be no refunds made based on customers not liking the flavor or taste of a particular cigar. Any exceptions to this will incur a 20% re-stocking fee. Shipping charges are non refundable. *

Special Orders and/or Custom Orders
All Special and/or Custom Orders are final. 
Any item that is not commonlly stocked and/or displayed on our website is considered a Special Order. Any item requiring special modification, engraving, re-sizing, voltage modifacation, etc., will be considered a Custom Order.
 
*No returns will be accepted without an RMA number
* In the event that you return only a portion of the order, you will be credited for the portion of merchandise returned minus the shipping charges and minus the listed price of the merchandise kept. Any promotional items not returned with the order will be charged at the regular retail price.

Shipping Preference, Delays and/or Lost Packages
Factory Direct Cigars will not be responsible should weather or other conditions beyond our control cause shipping deliveries to be delayed. Factory Direct Cigars reserves the right to change customers preferred carrier due to drop shipping via secondary distributors. Customer agrees that when shipment is handed over to shipper, the customer assumes all further responsibilities of shipment and holds Factory Direct Cigars harmless should carrier fail to deliver package in a timely manner.

Expedited Shipping Requests:
Because of inventory fluctuations, when requesting optional expedited shipping, customer should verify with a Factory Direct Cigars customer service agent that the ordered product is available for immediate expedited shipping.
Also, carriers do not recognize or count the pick-up day, holidays, or weekend days  when quoting delivery times of  Next Day Air, Two Day, Three Day, etc.  All expedited delivery times are  calculated starting on the day after package is picked up from our warehouse. Factory Direct Cigars attempts to process all orders within a 24 to 48 hour window. An out of stock item will take a little longer.  Refunds and/or returns will not be honored based on a later than requested delivery date. Accepted returns must have an RMA number. All returns will incur a restocking fee of 20% as well as a return shipping fee on any refused package. Shipping charges are non refundable.  

7-Day Guarantee (Non-Tobacco Products)
We pride ourselves in offering the highest quality merchandise. With the exception of items sold as "clearance", if you are not delighted with your purchase, return the unused item in its original condition and packaging within 7 days for an exchange or  refund, less shipping costs. All "Clearance" item sales are final and may not be returned. If any "clearance" is accepted as a return (at our discretion) that item will be subject to a 25% restocking fee.

MINORS
Factory Direct Cigars does not sell tobacco or tobacco related products to anyone under the age of 21.  If you are under the age of 21 please leave this website immediately.

FactoryDirectCigars.com does not market to or solicit information from minors. Minors are ineligible to use our services, and are prohibited from submitting any information or orders to us. Purchasing tobacco with the intent to distribute to a minor is illegal and prohibited.

CONSENT
By accessing, browsing and/or using this website, you acknowledge that you have read, understood and agree to be bound by these terms and conditions, including our return and ex-changes policy, and you agree to comply with all applicable laws and regulations. If you do not agree to these terms, please do not use our website.

REVISIONS
FactoryDirectCigars.com reserves the right to revise the terms set forth above at any time. All revisions are posted on this policy page and will be effective immediately thereafter. By surfing, using, browsing or purchasing on our website, you are deemed notified of and bound by any changes to our terms and conditions. We encourage users to regularly refer to this policy page to remain informed of any changes in our privacy policy. Should you have any questions regarding our terms and conditions, please email us at customerservice@factorydirectcigars.com.

SECURITY & PRIVACY
The privacy of those who visit our website is of primary concern to FactoryDirectCigars.com. We adhere to the highest ethical standards of the industry. Except for information required to be furnished in order to fulfill orders for products that may be shipped from third party vendors (ie: shipping address for drop shipments), none of this information is shared with outside parties. What information is gathered, how it is obtained and what it is used for is explained below. If you have any questions regarding our privacy policy, please feel free to email us at customerservice@factorydirectcigars.com

SECURED PURCHASE INFORMATION
When a credit card order is placed on www.factorydirectcigars.com the customer's name, billing address, shipping address, telephone number and credit card number and expiration date are gathered. This is used to verify payment authorization, process your order, personalize your shopping experience, inform you of deliveries, deliver the merchandise to the proper destination and generate statistics. FactoryDirectCigars.com takes numerous precautions to protect our users' information. For all purchase information, FactoryDirectCigars.com uses Secure Socket Layer (SSL) underneath HTTP, providing an encrypted channel and server authentication, so that all such information is transmitted through a secured server connection. Before your order is processed on-line, your browser will make a confirmed identification that the transmission of all data is being made between your computer and with FactoryDirectCigars.com. While on a secure page, such as our order form, the lock icon on the bottoms of web browsers such as Netscape Navigator and Microsoft Internet Explorer becomes locked, as opposed to unlocked or open, when you are just "surfing". You can learn more about SSL at www.ssl.com or at www.thawte.com. While we use SSL encryption to protect sensitive information on-line, we also take several steps to protect user information offline. All of our users' information, not just the sensitive information mentioned above, is restricted in our office. Only employees who need the information to perform a specific job (for example, our billing clerks or a customer service representative) are granted access to personally identifiable information. If you have any questions about the security at factorydirectcigars.com website, you can email us at techsupport@factorydirectcigars.com.

All materials on this website are © 2004 FactoryDirectCigars.com, ALL RIGHTS RESERVED, unless otherwise indicated. FactoryDirectCigars.com retains all copyright in the individual pages and their components. This website and the content is the property of RayNat Enterprises, Inc., dba FactoryDirectCigars.com.