Customer Service
Can you change an order placed online?
Once an order has been submitted it cannot be changed. Our Customer Service team may be able to cancel it so you can resubmit, or place a corrected order for you. The time between submitting and packing an order is limited, so please contact us as soon as possible at +1 (828) 406-8238, Monday–Friday, 9am–5pm EST.
How do I set up a new online account?
Account sign-up is part of checkout: add items to your cart, then choose “New Customer” and fill in the short form. Your details are saved in a password-protected account for next time. We recommend using your email address as your account name.
Do you have a return policy?
Yes. Unopened items can be returned within 14 days of delivery, with no restocking fees, and damaged or incorrect items are replaced free of charge. See our full Return & Refund Policy, or call or text +1 (828) 406-8238 and a Customer Service representative will help.
Why does my credit card keep getting declined?
For your protection, we verify that the billing address, zip code and security code match what your card issuer has on file. Other common reasons are an incorrect card number, the wrong expiration date, or a purchase that exceeds your credit limit. If you believe the decline is an error, please contact Customer Service.
Do you carry a particular brand?
Our inventory changes often, so start with the Cigars listing to see every brand we currently sell. If an item is out of stock we can usually ship it within a few days. If your order is backordered you will be notified right away and your card will not be charged until we are ready to ship. Can’t find a brand? Call or text us at +1 (828) 406-8238 and ask.
I forgot my login or password. Should I create a new account?
No. Use the “Lost your password?” link on the login page and your details will be sent to the email address on file. If that doesn’t help, call Customer Service.
Cigar Questions
Is there a “proper” way to light a cigar?
- Gently warm the foot with a flame for 10–15 seconds without letting the flame touch the cigar, rotating it slowly.
- Place the cigar in your mouth, bring the flame near the foot (still not touching) and take shallow, quick puffs while rotating it so it ignites evenly.
- Take the cigar from your mouth, blow gently on the foot and check that the cherry glows evenly across the whole ring.
- If not, repeat step 2 on the unlit portion only.
The key is to light slowly and evenly at the lowest possible temperature, so the smoke starts cooler, smoother and free of harsh flavors.
How do I cut my cigar?
Look at the head of the cigar to see how far the cap extends down the barrel; on a parallel-sided cigar this is typically ¼″–⅜″. Cut above that “cap line” so you open 75%–85% of the surface: a large opening gives an easy draw, while cutting below the cap line can make the cigar unravel. Figurados such as torpedos and perfectos usually need a deeper cut, and how much is a matter of personal taste.
Is this mold or bloom on my cigar?
A white or grayish, flat, powdery coating is most likely “bloom” (also called plume): crystallized oils from well-aged tobacco. Just light up and enjoy. Fuzzy, three-dimensional growth, or blue, yellow or green spots, is mold and means your humidor is too wet. A little mold can be gently brushed off, but if it has reached the inside of the cigar, discard it.
Should I remove the cellophane before storing cigars in my humidor?
It’s personal choice. Removing it lets cigars breathe and age faster and helps excess moisture escape. Leaving it on protects the wrapper from chipping or splitting, which is handy if you move your cigars around a lot.
How do I calibrate my hygrometer with salt?
The salt test always produces 75% relative humidity. You need a tablespoon of table salt, a bottle cap, a wide-mouth jar with a lid, distilled water and your hygrometer.
- Put the salt in the bottle cap and add just enough distilled water to make a thick paste (do not dissolve the salt).
- Place the cap and the hygrometer in the jar with the sensor exposed, and seal it tightly.
- Leave it undisturbed for at least 8 hours, away from sunlight, at a stable temperature.
- Read the hygrometer through the jar; it should show about 75% RH. Small hygrometers are typically accurate to within 3%.
If yours can be adjusted, tweak it to 75% and repeat the test. If not, just remember how far off it reads.
Why do some cigars need further aging?
Like fine wine, some cigars are best young and others improve with time. All handmade cigars need a few months to release moisture from rolling; after that, many blends mature and marry with age, and heavier blends usually need more. Some go through a “sick” period, up to a year in the heaviest blends, when the tobaccos haven’t yet melded and the cigar can taste unpleasant. Cigars aged a year or more generally burn and draw better and taste richer and mellower.