Frequently Asked Questions


Cigar Country FAQ

Please review our Frequently Asked Questions (FAQ) page for easy and simple answers to the most common questions. Click on a question to find out more. If you can’t find what you’re looking for, you can Contact Us. We are always happy to help, and we welcome your questions and feedback.

 

Choose one of the following.


  • Are you really based in the Dominican Republic?

    Yes! Did you know that cigar aficionados coined the term “Cigar Country” in the 90’s as a reference to the Dominican Republic? The largest premium cigar producer in the world at the time. We took to the name and have been selling cigars to happy customers under the Cigar Country brand since 2000. Cigars are shipped direct to you from Origin! Packed at the source and sent to you via international express service. Never before have cigars reached customers as fresh. Click here for the location of our La Romana Megastore and Warehouse.

  • Can you help me choose the right cigar for me?

    Of course! Cigar Country is happy to recommend a cigar for every experience level, special occasion, or as a gift for your favorite cigar lover. A knowledgeable member of our staff can assist you via phone, chat, or Contact Us.

  • Is there maximum order amount for cigars?

    No. We can satisfy any order BIG or small. Orders shipped by cigarcountry.com are intended for personal consumption. Due to international customs restrictions individuals are only allowed to receive 50 cigars at a time. Since most cigar boxes contain 20-25 cigars, large orders will be processed in partial shipments with no added cost to you.  If you intend to travel to another country with cigars, please remember international Customs laws permit no more than 100 cigars per traveling adult.

  • What payment methods do you accept? Currency?

    We accept Visa, Master Card, American Express, Discover, Diner’s Club and PayPal. If you wish to use any other method, please Contact Us for more options.

    All are prices and orders are posted and charged in US Dollars.

  • How do I set up an online account?

    There are two ways to open a cigarcountry.com account:

    1. Simply place whatever items you wish to buy within your shopping cart and when you go to the check-out portion of the process, you will be prompted to do so as an “Existing Customer” or as a “New Customer.”
    2. You can create your cigarcountry.com account without placing an order by going to the My Account page and register.

    When visiting Cigar Country, you will save time as your customer info will be saved in your own personal, password-protected online account. Reordering made simple and hassle free.

  • How can I modify an order placed online?

    Once an online order has been submitted, it cannot be changed. However, a Customer Service Rep may be able to cancel the order and allow you to resubmit it. Or they can place an order for you. The time between the submittal and the packing of the order is short so be sure to contact Customer Service as soon as possible. We can be reached by live chat (see chat icon bottom right of website), email Contact Us and phone +1-809-550-3000 8am-6pm EST.

  • How do I reset the password for my Cigar Country account?

    Click here to reset Forgot password?

  • Where is my package? When should I expect it?

    Once an online order has been submitted, you will receive confirmation and if your order contains “in stock” items you will receive a courier tracking number that will allow you to follow the location/status of your package. Please allow 2-5 business days for “in stock” items and up to 15 business days for Special Orders and Personalizations.

  • Why was my package retained at Customs?

    US Customs has the authority to hold a package for review. It is not a common occurrence, but it does happen. When they do this, it is to verify that we are NOT:

    1. Shipping more than the allowed 50 cigars for personal consumption
    2. Selling counterfeit cigars
    3. Smuggling illegal Cuban cigars

    We participate in NONE of these activities, so inspections should flow seamlessly.

  • How do you customize cigars? Can I print anything on the cigars?

    Our customized premium brand cigars are produced, packaged and shipped to you directly from the factory where they are meticulously handmade. We personalize every one of the cigars in your order and the box they come in. Cigars can be printed with up to 3 lines of text, featuring 32 characters per line; clip art and text; monogram and/or logo. If you are interested in placing a logo or icon on your cigars, please remember all logos are printed in mono chromatic white or black ink.

    Personalizations must be tasteful and fun. Here are some rules that will help us deliver a product that we can all be proud of:

    1. We reserve the right to process orders that do not comply with these rules.
    2. Please don’t use objectionable words and phrases. No obscenities or inappropriate images.
    3. Customized cigars are for personal use only. That means no images or names that belong to a business, product, celebrity, specific sports teams, major events, landmarks, or schools or institutions may be used unless you have been properly authorized to do so.

  • Do you personalize labels or cigar ring bands?

    At Cigar Country we feel it is so much cooler to personalize cellophane or cedar tubes than ring bands. Why we are asked? Because the integrity of the premium cigar brand that you choose is respected. By customizing a premium brand, you know what you are going ti get… The highest quality cigars custom-made specially for you.

  • How long do Special Order or Customized cigars take get to me?

    Special Orders are items that are currently not in stock and must be procured directly from the factory to be made for you. Customized cigars are also not in stock and need to be printed/packaged at the factory. Please allow 5-10 business days for Special Orders and Personalizations + shipping days.

  • How are Cigar Country products shipped?

    We have chosen UPS and FedEx as our preferred carriers. Delivery schedules vary depending on the method of shipping you select and your location. All merchandise is securely packaged fast and fresh from our climate-controlled warehouse. For more info, visit our Shipping Policy page.

  • What are your shipping charges?

    Economy shipping is $7.99 and will ship via UPS or FedEx. For more shipping options please visit our Shipping Policy page.

  • What are your shipping terms?

    All shipments Freight on Board (FOB) La Romana, Dominican Republic. Risk of loss is on the Purchaser during transport and shipment. Title to, and ownership of all goods passes from Seller to the Purchaser in La Romana, Dominican Republic, and the Purchaser takes all responsibility for the shipment. By arranging for transportation of the goods, Seller is providing a service to, and acting on behalf of Purchaser. By utilizing this service from Seller, Purchaser is representing that he/she is acting in a fashion compliant with his/her local and state laws regarding the purchase, transportation, and delivery of the goods. The Purchaser represents that he/she is of lawful age and has obtained any required permission, paid any required fees, is working through properly licensed intermediaries where required, is legally entitled to take possession of the goods and is legally entitled to take quantities ordered.

  • Do you ship outside of the USA?

    We currently only ship cigars to consumers within the USA and its territories, Puerto Rico or those with APO/FPO USA military oversea addresses. We also ship within the Dominican Republic. For Canada and all other countries, we are limited to shipping your orders to a freight forwarder of your choice in the USA.

  • My order arrived damaged. Now what do I do?

    If your order has been damaged, please Contact Us and a member of our customer service team will assist you settle the issue.

  • Do you sell loose tobacco or cigarettes online?

    Due to the many restrictions; cigarcountry.com does not sell loose tobacco, cigarettes, e-cigarettes, vapes or related products online. We only sell the best premium handmade cigars.

  • Does Cigar Country sell Cuban cigars?

    No, we don’t. At cigarcountry.com we guarantee you’ll find an amazing selection of high quality Non-Cuban cigars that are as good or better.

  • Do you sell bundles and samplers?

    Due to expensive international shipping charges, we do not currently offer a robust portfolio of low-cost bundles or samplers. We do offer a few factory pre-pack assortments available from several brands and manufactures.

  • What is your return policy?

    Any item can be returned within 30 days of purchase for refund credit, or exchange (minus delivery charges). Simply send the item to us via UPS or insured parcel post. For more info please visit our Returns Policy page.

  • What are Cigar Country’s best-selling brands? Which is the best value?

    All of our products are chosen for being best in class. That doesn’t mean they are expensive; it means they are the best available in their category and we happen to sell them at the best prices on the market. Guaranteed! Prices vary per brand but quality is consistent in all. You may filter your search to find cigars that suit you best or feel free to Contact Us anytime.

    Here’s a list of Cigar Country’s top 10 best-selling cigar brands:

    • Arturo Fuente
    • Ashton
    • La Aurora
    • La Flor Dominicana
    • Leon Jimenes
    • Macanudo
    • Montecristo
    • Oliva
    • Romeo y Julieta
    • VegaFina

  • My favorite cigar is out of stock! HELP!!!???

    When a cigar or item you want is out of stock, just give us a heads up and we will email you as soon as we get it back in. Because some brands sell out fast, you may also want to Contact Us and a member of our customer service team can assist you in backordering a product with payment. We will reserve it for you and ship as soon as its back in stock.

  • Does Cigar Country have a price match guarantee?

    Yes. We will honor any price that can be verified on a competitor’s website or print advertisement. Because we’re committed to providing the best service, Contact Us if you find an item for less at another online retailer. A member of our customer service team will validate and match the price.

  • Does Cigar Country offer Coupons or Discounts?

    We do not offer coupon codes. We prefer to sell cigars with our lowest price guarantee daily.  You may sign up to our Newsletter with fresh deals that we send on a weekly basis. First time customers can also apply for a special discount when signing up to Newsletter. Sign up to receive Cigar Country email promotions.

  • About Cigar Country’s price match guarantee; does that mean Cigar Country also accepts coupons from competitors?

    Yes. We will honor any price or coupon that can be verified on that competitor’s website. If the ad/coupon is from a magazine or catalog, you can email a picture of it to us.

  • Do I pay taxes on my purchase?

    Cigar Country is a Duty-Free operator in the Dominican Republic. We sell tax and duty free. Since orders shipped by cigarcountry.com are intended for personal use by its customers, no duties should apply. If they do, purchaser is solely responsible for remitting any taxes and duties to the appropriate local authorities.

  • Does Cigar Country sell cigars wholesale?

    Yes, but only to licensed cigar retailers in the Caribbean.

  • Does Cigar Country carry the same cigars in-store as they do online?

    Yes. Because our La Romana Megastore location is attached to our warehouse, all products available online can be purchased there. If you are visiting our beautiful island paradise and would like to drop in, please let us know and we could setup a tour of our facilities for you. We love hosting visitors and showing them around.