SHOPPING CART HELP

Thank you for visiting our website and considering a purchase with our company.   To maintain a safe shopping environment online we have strict controls in place to ensure safety for our customers.   If you are experiencing any problems checking out your order, you may find the solution in this help section or email us and we will get back to you!

DISCOUNT CODES

CARD DECLINED

AVS ERROR

SHIPPING TO MILITARY APO/FPO’s

SHIPPING OUTSIDE THE USA (non-military)

AGE VERIFICATION
 

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DISCOUNT CODES:
Please note that all of our discount codes have expiration dates.   If you have a valid coupon / discount code, enter the code into the discount code box in the shopping cart and be sure to click the button to apply the code.

If the discount code is valid, you will see the discount in your cart.


CARD DECLINED:
There are many reasons why a credit card may decline online.   If you are positive the card is valid then please double check the following common mistakes made when ordering online:

(1)  The billing name MUST match the name showing on the credit card.   We do perform an electronic age verification check on the buyer during checkout for tobacco orders.  Please make sure you spell everything correctly or it may delay your order.

(2)  The billing address MUST match where your card statements are sent in the mail.   You will receive an AVS error if the address does not match what the bank has on file.

(3)  We require the correct security code from the rear of the card (front if Amex).   Sometimes those numbers are hard to read due to wear on the card.   Double check that you did enter the correct code from the card.


(4) To prevent credit card thieves from trying multiple cards in an attempt to find a “good” one, our system will lock a buyer out after 4 unsuccessful credit card attempts.   Once you are locked out you will not be able to place an order online until the next business day.  



SHIPPING TO APO / FPO’s
(US Military Locations)
We do ship to MOST US Military APO / FPO locations around the world.  It is VERY important that you provide the complete shipping address for military shipments.   Any mistakes in the shipping address can delay or route your package to a completely different country!

During the checkout you must use the following:

STREET:   the unit information
CITY:   APO or FPO
STATE:   AA, AE, or AP
ZIP:   (the correct zip code)

The concept of getting mail overseas to and from military personnel stationed overseas dates back many years.  In formalizing this activity, the U.S. Postal Service (USPS) and the Department of Defense (DoD) negotiated an agreement called Overseas Military Mail.

Three Military "States":

AA, which stands for Armed Forces (the) Americas
AE, which stands for Armed Forces Europe
AP, which stands for Armed Forces Pacific

Two "City" equivalents:

APO, which stands for Army Post Office
FPO, which stands for Fleet Post Office

Based on these constructs, a typical Overseas Military Mail address looks like this:

Name
Postal Service Center + Identifier
FPO, AP ZIP


There are SOME areas where tobacco cannot be legally mailed to our fine military in other countries.   The following zip codes are restricted areas:

09001 - 09267
09601 - 09636
09702 - 09704
09706 - 09707
09710
09713 - 09714
09716
09719
09724
09729 - 09731
09734

The restricted zips are subject to change and are effective as of 8/14/2008.  If you order tobacco to be shipped to one of the restricted areas the package may be seized, or the soldier may get in trouble for the shipment.   Please check with your commander or unit prior to requesting a shipment to any restricted area.   We will do so upon request, but are not responsible for seized packages or other problems arising from the delivery of the shipment to any of the restricted zip code areas listed above.

INTERNATIONAL SHIPPING:
We do ship to SOME locations around the world depending on the regulations in the destination country.  

A copy of your ID is REQUIRED to be emailed to us before the order ships.  We need to make sure you are of legal age to order tobacco.  We only ship to the address shown on the ID.

Most countries have fees for tobacco imports.  YOU are responsible for any additional taxes and fees imposed by your customs office.   Orders returned for any reason, including refusal to pay the import taxes are not refunded for the shipping.   If customs opens the cigars and returns them “open” and dried out, we will not refund the order.  Be sure that you will accept the order and fees prior to placing your order.

UK Customers:
If you are in the UK, you will find that we have the “state” UK listed in the shopping cart.   When selecting shipments to the UK, note that we only ship via EXPRESS MAIL.   Do NOT select Priority Mail as we will not ship the order unless its EXPRESS.

Canadian Customers:
We DO NOT ship to Canada.   It is illegal to ship tobacco directly to the end consumer in Canada.   Anyone doing so will be in violation of several laws which can lead to fines for the shipper and the person attempting to import the tobacco into Canada for personal use.
http://laws.justice.gc.ca/en/showtdm/cs/T-11.5

Other Locations:
Other international destinations are on a case by case basis.  Please lookup your destination country on the USPS website and search for tobacco restrictions.
http://pe.usps.gov/text/imm/immctry.htm

Shipping rates will be based on destination, weight, and Express Mail delivery only.



AGE VERIFICATION:
If you have never purchased from our company before we do require some additional information from you during the checkout process.   Tobacco products are highly regulated and we are required by law to confirm you are of legal age to purchase and consume tobacco products (if you ordered tobacco).    Many states are 18 years of age or older, while some are 19.   Some counties in NY are also 19 years of age while the rest of NY is 18.   All of which are subject to change due to new legislation.

Once you have processed your order you will see additional instructions to provide proof of age to our company.   This is a SECURE process using the same high security 128-bit encryption used when you typed in your credit card information.   Mainly we need your legal name, date of birth and address as indicated on your drivers license.   If you moved recently, it is best to provide your old address since you lived there longer and more likely would be in the age check database for the old address.

If you do not wish to provide the required information online, we do offer other methods to provide proof of age including a toll-free fax line or you can email a photo of your ID.
1-877-460-2992  (fax)       sales@tbs-cigars.com

If there is any problem with the verification we do send you an email with the details.   Make sure you modify your JUNK email folder settings to allow emails from our company or you will not receive notices about your order!