TBS Cigars - Policy Page

Company Information & Store Policy Effective 11/2010 for all purchases through our cigar websites. ABOUT US - SHIPPING METHODS - NSF CHECKS / CREDIT CARD CHARGEBACKS CUSTOMER PRIVACY/SAFETY - TOBACCO COMPLIANCE - DELAYS / BACKORDERS ORDER CANCELLATIONS - ORDER RETURNS / REFUNDS - REFUSED / UNDELIVERABLE ORDERS ERRORS AND OMISSIONS - IMAGE USE - COPYRIGHT ABOUT US: We have been in business since 1999 offering premium cigars to customers all over the world. Our store is located in Pennsylvania and operates Monday - Friday from 10am-4pm, excluding holidays and weekends. Over the past 10 years we have expanded our operations online to include many web domains. TBS-Cigars.com is our main domain, however you may order from any of our cigar websites using the same shopping cart. Our offices are located in New Castle, PA. We 100% own and operate many cigar websites online which all share the same policies listed here. Since we are one big company, all your purchases from our other websites are processed in one central office location. We ship the products we sell. There is no 3rd party fulfillment company. All orders received are processed, packaged and shipped by our personnel. Should there ever be a problem with an order, we can easily resolve the situation because we handled your order from start to finish! What sets us apart from the competition is the service and the quality of the cigars you receive when ordering from us. We are not a huge mail order operation that prints a catalog and ships cigars from a warehouse. Purchasing from us is like walking into your local cigar store, except its online. Our store has a walk-in humidor where we keep all our cigars at the proper temperature and humidification levels. At TBS-Cigars.com we do everything right to make sure your cigars are in perfect condition when you receive them. This starts with strict quality controls in our humidor room and throughout the entire packaging process. When you receive your order, you will see that EVERY box or bundle is completely sealed, AIR-TIGHT. Every sampler pack is double sealed, AIR-TIGHT. All orders are packaged by hand and carefully inspected to make sure you don’t receive broken boxes, dry cigars, or the other common problems that many customers experience with with the mail order/catalog stores. Personal attention is given to every order so that you don’t feel like a “number” like with most Internet sales. The best way to contact us is by using our support ticket system or by email. We do monitor our email accounts even after normal business hours. We can respond to your questions much faster using the support ticket system. Due to the many websites we have online, we request that you please use the online support methods for the fastest response to any questions or concerns. Online support also provides a record of your question and answers which avoids any mistakes with your order/adjustments. It also allows us to reply with specific product links and more detail which you can save in your inbox for later reference. The ticket system allows us to service you without the problem of dealing with SPAM/Junk/Filtered or undelivered emails. We are NOT open weekends or holidays. If you open a support ticket or send an email when we are closed then please allow extra time for a response during normal business hours. Thank for you shopping with us! sales@tbs-cigars.com SHIPPING METHODS: Orders are shipped via the US Postal Service Priority Mail, or Express Mail. We DO NOT use UPS. There are many areas that UPS will not deliver to, like PO Boxes and FPO/APO Military personnel. With Priority Mail and Express Mail as our carrier, we can ship practically everywhere and FAST! That is especially important when sending cigars to our soldiers overseas in Iraq and abroad. Express Mail cutoff time is 12noon EST for same day shipping. Orders via Priority Mail are normally shipped within 1-2 business days from placement, pending age verification for new customers, the and availability of the products ordered. If you order a delayed/out of stock product, your order will be delayed from shipping. We are often asked if we will ship cigars outside of the USA. For many countries, there are limitations and restrictions on tobacco shipments which prohibit such international shipments. Some areas, like the United Kingdom or Australia, we can ship to. Shipping to areas outside of the USA will be by Express Mail based on weight and destination country. Such shipments are almost always subject to additional fees/taxes through your local customs office. Orders which are returned due to refusal to pay taxes/fees will not be refunded the shipping fees and will be subject to restocking fees. If customs returns the shipment with the cigars opened (from inspection) and dried out, we will NOT offer any refund. Contact your local customs office FIRST to get an idea on the taxes before you inquire about an order with us. You are responsible for any additional taxes or fees associated with the shipment or import of the order. We collect sales tax for Pennsylvania paid/delivered purchases. Any other taxes or fees associated with the shipment is the responsibility of the customer to report/pay as directed by their local jurisdiction/country. NSF CHECKS / CREDIT CARD CHARGEBACKS: With the growing number of bad checks and credit card fraud, we are forced to implement a strict policy on accounts that remain unpaid. Should you write us a bad check, or cancel/reverse the credit card transaction after your order is placed, we will apply a $50 fee to the balance owed for your order and send you a bill. Filing a chargeback on your credit card is not acceptable because we are always more than willing to assist with an order. Just use our support ticket system, or email us. Your order was placed online and we are more than happy to assist you online with any concerns or questions! If the bill is left unpaid for more than 15 days, we will forward the account to a collection agency. Unpaid NSF checks are also considered a felony in most states, of which you could also face criminal charges. Any costs associated in the collection of the unpaid bill will be added to your balance owed. “Fake” checks will immediately be forwarded to the FBI for investigation. Your credit card statement will list Turner Business Services Cigars & Antiques (TBS- Cigars) for your cigar purchase. That information is listed on our website, the shopping cart, in the order confirmation email sent, and listed on our invoice. If you have a charge on your card statement and do not remember making it, please contact us prior to filing a chargeback with your credit card company. We can provide more information directly to you concerning the purchase and the items. Filing a chargeback/reversal is not the proper method to find out what a charge is or to cancel an order. It is in your best interest to contact us with concerns before calling your credit card company or additional charges may apply to your order as well as collection action. CUSTOMER PRIVACY/SAFETY: Online transactions are always a concern for both the online merchant and the buyer. Our online shopping cart system is a SECURE connection through a SECURE server. Once you have your selection in the shopping cart, you can safely checkout your order using the CHECKOUT VIA SECURE CONNECTION button. The web browser will setup a secure transaction for your credit card number and other personal information. Our shopping cart (Cart32) is certified by HackerSafe and is CISP / PCI compliant and tested daily. We are committed to adhering to privacy principles and requirements. Because we greatly value the trust you place in us, it is our policy to safeguard all individually identifiable information entrusted to us. Use of this information enables us to get to know you, your needs, and your preferences. This helps us provide you with superior customer service and offer products and specials that may be of interest to you. Information collected online during your transaction is used to confirm you are of legal age for a tobacco purchase, and to establish an account with us. Your information is never sold to any 3rd party and is kept exclusive to our Turner Business Services owned websites. (ie. Making a purchase from TBS-Cigars would establish a pre-approved account on all our cigar websites so that another age check would not be required. Sales from our other sites will build your overall sales total with us for future discounts/promos based on your volumes.) All our websites are 100% owned and operated by TBS. There may be instances where we will disclose individually identifiable information as permitted by law, including, but not limited to, a response to a court order or subpoena, to prevent fraud, to comply with the law, report an underage purchase attempt, and to comply with a legally permitted inquiry by a government agency. We believe in email privacy and do not send out loads of unsolicited email (SPAM). When you place your order we will keep in contact with you via email pertaining to that order. You will receive a sales notice within minutes of the order checkout. Plus a couple other emails which pertain to your order like shipping notices, backorder notice, as your order progresses through our system. Outside of keeping you informed of your order, you will not be bothered with junk email. If you signed up for our monthly newsletter for specials and announcements, there is a link at the bottom to opt-out of the newsletter which will will respectfully remove that email address from the newsletter upon request. Likewise, you may opt-in to our newsletter program if you so desire special deals and early-bird specials! TOBACCO COMPLIANCE: Its pretty easy for a teen / minor to obtain their parents credit card, or even purchase a “pre-filled” one-time use credit card in the local drug store. In our business that is a scary fact. To combat underage purchases we utilize TWO independent and highly rated national age verification systems to ensure that all buyers are of legal age to purchase. If you are a minor trying to order, or an adult trying to ship tobacco to a minor, we will report the incident to your local state police for enforcement. We reserve the right to not refund orders which prove to be illegal transactions. If you skipped over the age verification during the checkout and you are a new customer, please visit: http://www.AgeCheckOnline.com Orders placed without age verification are subject to delays as we try to manually confirm your age for the order. If you are a new customer who recently moved, had a name change/marriage, or work for the government/security with a protected ID, then we may need additional information from you before we can ship your order. The commercial age check databases are updated at different intervals for each state and if you just turned of legal age in the past 6 months or had any change to your information, we may need proof of age by a different method because you are not in the system yet. All purchasers must be at least 18 years of age (or older in some states) for tobacco products. All transactions are electronic with Visa, Mastercard, American Express, Discover. All customers receiving tobacco, including your “ship-to” person, must be of legal age and will be verified prior to shipment. If you wish to send payment by mail, we do accept money orders if you enclose a copy of your state photo ID. Tobacco products will only be shipped to the address and name listed on the ID. If you don’t enclose proper identification, the money order will be destroyed and we will not ship the order to you. No exceptions! We are a firm believer that children should not smoke and tobacco products should not be available to them. By placing your order, you are certifying that you are of legal age to purchase tobacco products and giving us permission to verify your information. Attempts by minors to purchase tobacco products will be forwarded to the proper authorities. We utilize two electronic age verification systems and will attempt to confirm your age based on the credit card billing address and the online age verification form completed during the checkout process. If the electronic verification fails, we will require proof of age either by email, fax or mail before we can ship your order. It’s not personal...its the Law for tobacco purchases! Many “fly-by-night” companies on the internet do not perform age checks and sell tobacco to anyone who orders...against the law! Some sites ask your age and don’t check it against a government issued database as required by law. We often receive comments from customers stating they never had to provide their date of birth for tobacco online before. At some point those stores will face legal trouble for shipping tobacco illegally and their records investigated. If you have children or grandchildren, then we know that you can appreciate and respect the fact that we do comply with the laws and make sure that minors are not purchasing tobacco from our stores. If you skipped over the age verification during the checkout and you are a new customer experiencing a delay with your order, please visit the age check website and provide valid information for your tobacco order: http://www.AgeCheckOnline.com DELAYS / BACKORDERS: The tobacco industry is always subject to high demands or booms for particular products depending on manufacturer advertising campaigns, magazine reviews, and even seasonal demands. This is also common with limited edition and vintage cigars. We are not a huge warehouse operation, we are a cigar store which takes pride in proper storage and quality products. Delays can happen even when our website does not state an item is out of stock. The items on our websites are subject to availability due to stock errors, other pending orders, and reasons which could cause a stock shortage. The status indicator (BUY NOW, BACKORDERED, DELAYED, etc) is a general indicator of stock status. If you order an item marked low stock or backordered, then the order will be delayed from shipping until stock is available. Your order for a low stock/backordered item is a pre-paid order for the item and we will ship as soon as we possibly can. We will not email you backorder notice, as you were aware of the delay when you placed the order. If an item marked BUY NOW ends up being unavailable due to a stock shortage/error, then we will be forced to delay your order from shipping. When an order is delayed in such a case, we do send an email explaining the situation and you are provided several options. If you do not wish to wait on the item(s) you may change the order or cancel the unavailable item(s) from the order. If we don’t hear back from you, or you reply that you don’t mind the delay, we will ship your order as soon as possible. We also reserve the right to cancel the item from the order if we know the item will not be available for an extended period of time. When an order is delayed due to this reason, we do try to compensate you for the delay by including extra product / samples, discount coupons, or other gifts in with your order. Because of the increased shipping costs due to fuel surcharges/rates, we do not split orders due to backorder situations unless the customer specifically requests and agrees to the additional shipping fees. Orders under $300 containing backordered items will be charged an additional $5 shipment fee for any customers requests to split shipments. If your initial order was for over $300 in merchandise, then we will waive the shipping fee if the order requires a single split shipment. This is not done automatically. To have your order split you must request it via email or our support ticket system. A customer will never incur additional shipping fees unless they agree to a split shipment and the fees. ORDER CANCELLATIONS: There are three types of order cancellations: (1) If you are canceling a backorder, pre-order, or an accidental duplicate order placed, there will NOT be a cancellation fee. Individual items can be canceled from your order without cancellation fees as long as there is at least one item shipping in your order. We apologize for not having the item available and surely are not going to charge you fees to cancel it. Just let us know ASAP that you want an item canceled before we ship! (2) Please note that we cannot cancel an order which was already shipped. If you decide that you no longer want the order after its shipped, then you must refuse the package when it arrives. The package will be returned back to us and at that point we will issue credit for the return. You will receive full credit back for the cigars, but shipping is not refunded. If you don’t refuse the package, then you must pay to return the package to us so we may credit your card upon its return. Shipping fees are not refunded for returns/cancellations of this nature. If you need to cancel and order, tell us BEFORE it is shipped! (3) If you place an order and then just up and decide to cancel because you do not wish to provide ID for the order (or for any other reason), there will be a 10% order cancellation fee. We have costs involved in completing the electronic age check for your order when it was placed. We also have credit card transaction fees for the charge & reversal of your order. The 10% fee is non-negotiable. We cannot cancel or change orders which have already been shipped. ORDER RETURNS / REFUNDS: Please check your order as soon as it arrives. Cigars are a perishable item and we do everything possible to make sure that your order arrives in perfect condition. Your order is sealed at the manufacturer PLUS we also inspect and place an additional air-tight seal on every single box/bundle. Single sticks are vacuum packed and sealed once again. We ship to our fine solders in Iraq and even after 15+ days in transit the cigars are fresh and ready to smoke. Nobody else in the cigar industry has the standards we have for packaging and shipping. DO NOT store your cigars in the refrigerator or freezer. They are not cigarettes! We will not accept returns on cigars which are damaged due to being exposed to your deep freezer! Cigars are to be kept in a humidor at 70 degrees F and around 65-70% humidity. If there is a problem with your order, you must contact us within 24-48 hours of receipt, basically by the end of the next business day if a weekend or holiday is involved. We are not responsible for the cigars once they have been in your care for an extended period of time because they are perishable. Improper storage or handling by the end consumer can damage a cigar in a matter of days, which is not our fault. If you have a humidor, make sure that it is properly maintained BEFORE you put your new cigars inside. A dry humidor could dry out your cigars in a matter of a few days, especially if you remove the cellophane on the cigars. (yes, you should be putting fluids in your humidor on a regular basis!) If there is a problem with your order, please email us or call us at 724-657-0512 so that we may further assist. If we made a mistake in filling your order, we will take of the problem 100%, including shipping. If you are just returning cigars because you didn’t like a particular flavor or other personal reason which is not our fault, there is a 20% restocking fee. Shipping charges are not refunded. All returns MUST be pre-approved and have a shipping return number on the outside of the box. If you ship a package back without authorization, it will not be considered a valid product return. Contact us first so we can further assist. REFUSED / UNDELIVERABLE ORDERS: Packages shipped to the shipping address specified in your order which are refused, or undeliverable for any reason will not receive a refund for the shipping costs. The shipping company fulfilled their obligation to handle your package delivery. It is not the fault of the shipping company, nor ours, if you provided an invalid address! Make sure you provide your correct shipping address for US Mail / Express Mail for your order. If the return was an international shipment and customs opened the cigars and returned them *open* and dried out, we may not issue a refund for the order depending on the extent of the damage to the cigars. If we made a mistake in processing your order and accidentally shipped to a wrong address, we will of course credit your account or reship at our expense. ERRORS AND OMISSIONS / LEGALS: We make every effort to properly list correct the descriptions and sizes for the products on this site. However, there is always a chance of human error. We are not responsible for typographical errors or omissions. This policy is effective for all of our affiliated cigar web sites. Manufacturers often change the looks of their boxes/packaging while keeping the cigars the exact same. When there is a change in the cigars, we make every attempt to properly list the change on our website. If you see something that does not look right, please let us know! That just might score you some extra cigars with your order! :) If you have a question about an item listed, please contact us prior to ordering. We want you to be happy with the order! We do reserve the right to cancel orders due to errors in our emails, newsletters, regular mailing and our website. This Agreement shall be governed in all respects by the laws of the State of Pennsylvania as they apply to agreements entered into and to be performed entirely within Pennsylvania between Pennsylvania residents, without regard to conflict of law provisions. You agree that any claim or dispute you may have against us must be resolved exclusively by a state or federal court located in Lawrence County, Pennsylvania. When ordering, you agree to our policies and submit to the personal jurisdiction of the courts located within Lawrence County, Pennsylvania for the purpose of litigating all such claims or disputes. IMAGE USE - COPYRIGHT: The images on our website, domains, emails and newsletters are property of TBS-Cigars.com / Turner Business Services. Unauthorized use of our logo, photos or other content is not allowed. Anyone using our logo in association with a competitors website or other unaffiliated website without permission will be billed for image use. Such use will be calculated based on the average number of page views received monthly (Alexa rating) times the fee of $1 per impression. This fee is subject to change according to market demand. Unpaid amounts will be forwarded to the website owner/hosting company/ISP and then sent to a collection agency if left unpaid. The only exception is the FREE desktop wallpaper section of our website or other items marked as FREE for personal use for our customers enjoyment. Commercial use of the FREE images is prohibited.

Our website lists both products we carry and products from other suppliers to provide you the best prices online. Prices, deals, and descriptions advertised are subject to change at any time. Inventory shortages can occur depending on stock & market demand. (c) 1999-2012 TBS Over 3000 premium cigars online at incredible prices. Search below for your favorite cigar!

12 YEARS OF EXCELLENCE 1999 - 2012