Returns & Shipping Terms
Here at Vallorani Cigars, we are committed to providing excellence in everything we do. We take pride in maintaining great customer service for all of our customers. Sometimes though, it is possible that an order could be inaccurate, incomplete, or damaged by mistake. We also realize that, for whatever reason, products may fail to meet your expectations, and for all of this we sincerely apologize for the inconvenience it can cause. We commit to doing everything humanly possible to make the situation right! We beg your patience and understanding, as a small, American company. We are not using robotics or artificial intelligence, but actual humans working around the clock 6 days a week to ensure your satisfaction and enjoyment of our conservative products! Please allow us the opportunity to make it right. We also really
appreciate your positive reviews on Facebook, Google, and BBB!
If you receive a product from us that is damaged, please send a photo of the item to firstname.lastname@example.org
, so a replacement may be sent as soon as possible. You may not have to ship back the defective item if a clear photo is sent with detail of the damage, including the packaing so that we can issue a claim with the shipping service.
If the package you receive from us is incomplete or contains products you did not order, please email us at email@example.com
. If your order was incorrectly packed, we will send the correct or missing product as quickly as possible.
In the event that you wish for a different item or size than purchased, you may return your product in sellable condition within 30 days
for an even exchange. Please note that in order to receive an even exchange, items must be received in sellable, unaltered, unopened condition. All products must be returned in sellable condition within the 30 day time period to receive an exchange. Postage/shipping fees are not eligible for a refund/exchange. **Please include $5.00, made payable to Vallorani Cigars to cover a portion of the costs to ship the exchange item to you.**
In the event that you are simply not wanting to keep your purchase, you may return your order in unused and sellable condition (package well to ensure damage in transit does not occur)
within 30 days
for a refund, minus a 10% restocking fee. Products must be returned in unused and sellable condition within this time period to receive a refund. Products must also be shipped in a trackable manner (with tracking number sent to our Customer Service) to qualify for a refund on items that might be lost in return transit.
- Books must be returned in a box; no envelopes, please.
- Shirts may be returned in a padded envelope.
- Please note that in order to receive a refund, items must be received in sellable, unaltered, unopened condition.
- Postage/shipping fees are not eligible for a refund.
- Products must also be shipped in a trackable manner (with tracking number sent to our Customer Service) to qualify for any refund on items that might be lost in return transit.
- Shipping fees are not credited or refunded for refused or returned packages.
- Refunds are not applicable for missing or damaged items unless the item is discontinued.
For a return address, please email firstname.lastname@example.org
. PLEASE NOTE:
DVDs, CDs, DVD-Roms may be only returned for exchange if they are unopened; All opened media resources are not eligible for a refund due to copyright infringement concerns. Returning items must be returned and received by us in order to receive a refund or store credit of any kind. Please allow a minimum of 4–7 days to receive store credit/refund, and note that depending on your bank it may take several additional days to transfer.
Return to Sender
If an order is returned to us because of an error in the shipping address given at the time the order was placed, the order will be re-shipped after shipping cost payment has been submitted. This cost will be assessed by our Customer Service staff and will cover the cost to reship as well as the cost USPS charged to return the package to us. If the customer does not wish for the package to be re-shipped, a refund will be processed minus a 10% restocking fee, the initial shipping cost, and the cost for shipment return. If an order is returned to us because of a shipping error on our end, the package will be re-shipped at no additional cost. If you receive a damaged item or are missing an item, the item will be sent to you upon your notification of the unfortunate mistake. Please note that damaged items cannot be returned for a refund. Refunds will not be provided for damaged/missing items unless the item is discontinued.
confirm your address and purchase information is correct prior to the submission your order, as once an order is submitted it is typically unable to be altered or changed. We work very quickly to ensure all orders ship immediately, and your order may already have shipped before we are aware of a requested change. In-stock orders typically ship within 7-10 business
days following the date the order was placed. Orders containing any pre-ordered, back-ordered, or made-to-order items will be held until all items are in stock to be shipped. USPS Priority
- generally takes 2-7 business
days for the package to be delivered to recipient address provided, AFTER processing for shipment. Media Mail
- generally takes 5-10 business
days time to deliver. If your package is primarily media (Books/DVDs), this method may be used. If you need an item shipped faster than this period please email customer service staff for expediting options and additional costs. While we make every effort to ensure that all orders have shipped within seven business days, sometimes circumstances beyond our control may require additional time. Additionally, in-transit timeframes can vary depending on the location of the recipient from a postal hub as well as local carrier routes. We do not provide delivery timeframe guarantees; we DO guarantee that your order will be shipped and that if there is any issue whatsoever we will do everything humanly possible to ensure your satisfaction.
Should you have any issue with your order once it has shipped, please contact your local postal office/carrier tracking number to be provided delivery information as once an order ships from our warehouse it is no longer within our access.
Packages refused may never reach us for a credit due to USPS policies; packages that are received by us marked Refused will be given store credit, minus a 20% restocking and absorbed shipping cost fees levied against our company. We highly recommend if you wish to return an order or item that you ship it back to us through regular mail with ample packing material, and ensure you have selected tracking method to ensure we receive it to give a credit or refund, where applicable.
Refused packages are not treated as returns.
Your payment will be automatically processed at the time of checkout to secure the items in your order to your name, and your bank or credit card account will immediately reflect this transaction. We do not hold onto or have access to card information or have the ability to delay processing payment. If you are not charged immediately for the order placed, it would not be submitted, and you would not receive your desired items. Once your payment has been taken, your order is submitted for shipment, and will not be available to be changed, altered, or canceled. Discounts and pricing alterations are applicable on future orders, and will not apply to previously placed orders. We are not able to offer price matching, as we continually run sales and discounts and have a variety of coupon codes to take advantage of during every order. Please note that if you receive a coupon code from our site or a discount given by email, you will need to enter the code during checkout for it to apply to your order. Emailing regarding price changes or discounts after an order is submitted may be ineligible to receive a refund.
We do not have staff for phone support at this time so email is the only (and quickest) method of reaching customer service! Thank you for understanding! You can contact us via email at email@example.com
. Please allow up to 48 hours for your personalized response before contacting multiple times, as we answer every inquiry in the order in which it is received as quickly as humanly possible.