Shipping and Return Policies

SHIPPING

Santiago Cigar Factory USA ships to all 50 US states. Due to our cigars being hand made, orders placed online will be shipped via the United States Postal Service Priority (USPS) within 3 to 7 business days of the order. Shipments may be tracked online with the tracking number in your shipment confirmation email by going to the USPS website. Orders Over $100.00 ship free, all others $10.00.
Please contact us with any questions or problems about your shipment.

Santiago Cigar Factory USA Return Policy

Effective Date: July 14, 2025

At the Santiago Cigar Factory USA, we strive to provide our customers with the finest cigars and exceptional service. If you are not completely satisfied with your purchase, we are here to help.

1. Eligibility for Returns

• Timeframe: You may return most items within 5 days of the delivery date.
• Condition: To be eligible for a return, the cigars must be unused, in their original packaging, and in the same condition that you received them.
• Complete Bundles/Boxes: If you purchased a bundle or box of cigars, the entire bundle or box must be returned. Partial returns of bundles or boxes are not eligible for a refund.
• Exclusions: We do not accept returns on opened, used, or partially consumed cigars, except in cases of product defect or damage during shipping.

2. Return Process

• Initiating a Return: To start a return, please contact our Customer Service team at santiagocigars@gmail.com with your order number and the reason for the return.
• Shipping Instructions: Once your return request is approved, we will provide you with a return authorization and instructions on how and where to send your package.
• Return Shipping Costs: You are responsible for the shipping costs associated with returning your item unless the return is due to a defect or error on our part.

3. Refunds

• Processing: Once we receive your returned items, we will inspect them and notify you of the approval or rejection of your refund.
• Refund Method: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-7 business days.
• Shipping Costs: Original shipping costs are non-refundable.

4. Exchanges

Eligibility: We only replace items if they are defective, damaged, or sent in error. If you need to exchange an item for the same product, please contact us at santiagocigars@gmail.com with your order details.

5. Non-Returnable Items

• Gift Cards: All gift card purchases are final and cannot be returned or refunded.
• Custom Orders: Custom or personalized cigar orders are not eligible for return unless there is a defect or error in the product.

6. Damaged or Defective Products

If you receive a damaged or defective item, please contact us immediately at santiagocigars@gmail.com with your order number and photos of the damage. We will work with you to resolve the issue promptly.

Contact Us

For questions related to returns or any other inquiries, please contact Santiago Cigar Factory USA.