FAQ's

Q. Why am I being requested to authorize my order by email?

A. We take securing your credit seriously and are safeguarding against any fraud for our first time customers. Once you confirm you will not be asked to confirm again. This also gives you the opportunity to confirm that all order, billing and shipping details are correct. 

Q. Why is my Credit Card being declined? It works perfectly on other websites.

A. If your transaction has failed to be authorized by your bank, do not worry. It is often common procedure within banks to block online transactions to protect your credit card security in the event of a billing address or CVV mismatch. Please contact your credit card company to confirm your the billing address associated with your card. If you continue to experience errors during checkout, please contact one of our customer service representatives.

Q. Where Is My Order/Shipping Confirmation?

A. As soon as you place an order you should receive an order confirmation email. Emails sent to our customers may sometimes go into the spam/junk mail folder. Please double check that you have provided a working email address as well. Once you place your order, please monitor this folder for updates if you do not receive it in your inbox. If you do not receive an email confirmation, please contact us.

Q. My Order Won’t Go Through. What Should I Do?

A. If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser. If you continue to receive error messages, please contact us so we may assist you in placing your order.

Q. I Need To Change Something On My Order. How Can I Do That?

A. If you need to change or cancel your order, please contact us immediately. We generally process orders within 6-12 hours, and once our warehouse has processed your order, we will be unable to make any changes.

Q. When Will My Order Ship?

A. Most orders ship within 1-3 business days of purchase with the exception of some out of stock items that we may need to special order. Shipping times may vary due to availability of merchandise. Orders are not shipped during weekends or holidays.

Q. Do You Have Any Store Locations or Cigar Lounges?

A. Yes, we have 2 store locations. Our flagship store is located at 524 S. 3rd Street in Philadelphia in the Society Hill neighborhod and our second store and cigar lounge is located at 231 Rock Hill Rd, 2nd Floor in Bala Cynwyd, PA, a suburb of Philadelphia.