Hassle-free returns
We want you to love every cigar you buy from us. If something isn’t right, our team is here to make it right – quickly and fairly.
Last updated: October 23, 2026
to return unopened items
restocking fees, ever
replacements for damaged or wrong items
to process approved refunds
Eligibility
What can be returned
You may return eligible items within 14 days of delivery for a refund to your original payment method.
We accept
- Unopened, unused boxes and packs in their original sealed packaging
- Items with box seals and cellophane fully intact
- Items stored properly and in the same condition you received them
We can’t accept
- Opened boxes or packs
- Individual cigars removed from their packaging
- Cigars that have been smoked, cut, or damaged after delivery
3 simple steps
How to start a return
Please contact us before sending anything back – returns sent without authorization may not be accepted.
Contact us
Email customerservice@factorydirectcigars.com within 14 days of delivery with your order number and the item(s) you’d like to return.
Get instructions
We’ll reply with your return instructions and the return address.
Ship it back
Pack the items securely and ship with a trackable service. We recommend insuring your return.
Return shipping: for returns that aren’t due to our error (for example, a change of mind or ordering the wrong item), the customer pays return shipping. Original shipping charges are non-refundable. We can’t be responsible for returns lost or damaged in transit.
Refunds
Getting your money back
- No restocking fees on any return
- We’ll email you as soon as your return is received and inspected
- Approved refunds go to your original payment method within 5 business days
- Your bank or PayPal may take a few extra days to show it
Our promise
Damaged, incorrect or missing items
If your order arrives damaged, you receive the wrong item, or something is missing, contact us within 7 days of delivery with your order number and photos of the item and packaging.
We’ll send you a replacement at no cost to you, shipping included. If we need the original item back, we’ll provide a prepaid return label. If a replacement isn’t available, we’ll offer a comparable item or a refund for the affected item.
Good to know
Other situations
Out of stock
If an item is out of stock or backordered, we’ll contact you right away. Wait for it, switch to another product, or cancel that item for a full refund.
Cancellations
Cancel for a full refund any time before your order ships. Orders are packed quickly, so contact us as soon as possible.
Lost or delayed
Tracking shows delivered but no package? Shipment delayed? Let us know and we’ll work with the carrier to resolve it.
We’re here to help
Questions about a return?
Reach a real person by email, phone or text.
All products are sold only to adults 21 years of age or older. Returns are accepted only from the original purchaser.