Policies and Procedures

Payments

We accept all major Credit Cards including Visa, MasterCard, Discover and American Express or Money Orders/Personal Checks/Business Checks. For your protection we may contact you to require additional information to verify your order.

Purchase Orders: Orders from larger businesses, educational and government institutions are accepted. All Purchase Orders are verified and confirmed with the appropriate purchasing departments. Original Purchase Order is required with an authorized signature, and an itemized equipment list indicating a specific order number. We reserve the right to refuse any Purchase Orders not conforming to our policies. Please call our representatives for assistance prior to placing an order with a Purchase Order.

Returns

 30-Day Money Back Guarantee!
We at CuencaCigars.com stand behind our products. If you are not 100% satisfied with the product, simply return it for a full refund less shipping charges, no questions asked. Warranty will void if you over humidify the humidor (do not ever turn an electronic humidifier above 75% as this will over humidify your humidor and it will become warped/grow mold and ruined--you want to maintain a relative humidity level of 65 to 70%).

You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, send an email to us staying the Order Number, item that you need to return and Reason for return. If the return is due to our mistake, we will issue a RMA number and a label to return the Item. We'll notify you via e-mail of your refund once we've received and processed the returned item.

Shippings

Most of our products are shipped through United States Postal Service Priority Insured Adult Signature. If you are shipping to a PO Box, APO, FPO, we will use the United States Postal Service. For all Alaska and Hawaii orders, additional charges may apply, depending on what you order. If this is the case, we will call you before sending anything out. To view the UPS Ground domestic shipping times for your area please view the Domestic Shipping Map.

We do also have UPS 2nd Day Air and and UPS Next Day Air, available at checkout for those who need it. For any questions regarding domestic shipping please contact us at 1-866-417-9454 or at sales@CuencaCigars.com. This e-mail address is being protected from spam bots, you need JavaScript enabled to view it. 

When shipping international, if we send cigars and believe the travel may damage the cigars, we may decide to get the cigars out their original box 

International Shippings

International Shipments may take over 10 days. It has to ship PRIORITY USPS and Signature REQUIRED.

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

WE ARE NOT RESPONSIBLE FOR ADDITIONAL TAXES!

WE USE USPS CUSTOM DECLARATION - CN33 AND PS FORM 3806, REGISTERED MAIL RECEIPT

In case we consider necessary, usually related with long trips across the world we may decide to get the cigars out of the box and place them in Arturo Fuente Humidor Bags. This will prevent the cigars from drying out. In case you don't want this choice you must explicitly say that in your order. Keep in mind that this bags will keep the freshness of your cigars and it is actually the best way for them to travel. Cigars Boxes are not equipped to travel. 

We are not responsible for additional Taxes, Duties you may incur when cigars are internationally shipped. 

When shipping cigars internationally Promotional Gifts

CuencaCigars.com offers complimentary gifts with orders over a specific dollar amount. During checking you must include the comment listed on the current promotional page in order to qualify. On rare occurrences, if current promotion runs out of stock you will be sent the next promotion as an alternative.

Privacy Policy

Since we value our own privacy, we know that you value yours as well.
WE WILL NOT sell or share our customer information with anyone for any reason.

When you purchase a product from our site, you provide your shipping and payment information. This information is used for the exclusive purpose of processing your order. This site utilizes "cookies." Cookies are small files your browser uses to save information about your internet connection to this site. They cannot be used by other sites and are only used to track your shopping cart contents as you browse the online catalog.

If you choose to disable cookies in your browser, you will not be able to save multiple products in your shopping basket. When you checkout, you will have the option of saving your personal and payment information on file. This will allow you to utilize our "express" checkout feature when you order next time. This action is voluntary by you and provided only for your convenience.

How to ENABLE Per-Session Cookies in Internet Explorer :
1) On the Internet Explorer Menu, click Tools
2) Click the Privacy Tab
3) Click Advanced
4) Check the "Override automatic cookie handling" box
5) Check the "Always allow session cookies" box.

You can have the other two settings at Prompt, Block, or Accept.
It won't matter to our system what you pick.

How to ENABLE Per-Session Cookies in Netscape :
1) On the Netscape Menu, click Edit -> Preferences
2) Netscape 4.x users click the Advanced category
3) Netscape 5 and above, click Privacy and Security -> Cookies category
4) Check the second selection, "Enable cookies for the originating web site only"

Your trust is important to us, and we will not do anything to violate that trust.

Your California Privacy Rights

"Do Not Track" (or DNT) is a preference you can set in your browser to let the websites you visit know that you do not want them to collect information about you. If you do not want your personal information shared with third parties for this purpose, you can opt out by contacting us.

We do not support "do not track" requests.

Product Pricing

With respect to items sold by Cuenca Cigars, we cannot confirm the price of an item until you order; however, we do NOT charge your credit card until after your order has entered the shipping process. Despite our best efforts, a very small number of the items in our catalog may be mispriced. If an item's correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation.  We are not responsible for typographical errors, there may be slight variations with wood finishes and all product dimensions are approximate. 

Age Verification

Why do we verify your age?

We do not sell our products to anyone under the age of 21. We use a non-affiliated third party company, EndsVerify, to verify that you are who you say you are and to confirm that you are 21 or older. 

How does EndsVerify Verification work?

As per the FDA deeming guidelines, age verification is required before every purchase of any and all electronic cigarette products. Further, the FDA's rules for sales of e-cigarettes and other Electronic Nicotine Delivery Systems (ENDS) states that everyone under the age of 27 must have their photo identification checked prior to purchase. Additionally, some states, and even cities, have specific regulations in place prohibiting the sale of these products to anyone under ages of up to 21 years old. EndsVerify fulfills these obligations.

Is the information I provide secure?

EndsVerify secure 256 bit encryption technology ensures the safe delivery of the information you provide online. In addition, EndsVerify does not store your sensitive personal information or share (or sell) any data with other third parties. This practice assures you that unauthorized parties cannot gain access to your sensitive personal information.

What happens if I cannot be verified by the Age Verification process?

A small percentage of shoppers may not be verifiable due to limited availability of publicly available information in the age verification databases. If this happens, we will attempt to contact you via phone and email to verify your age. We typically require a copy of your driver’s license or some other form of government issued ID that verifies your date of birth.

I live outside of the U.S. Can I be verified?

Our use of EndsVerify Age Verification is based solely on U.S. records and therefore verification of individuals residing outside the U.S. is unavailable, unless you are using a military address outside the U.S. Individuals in all other countries will be subject to our manual review process described in the previous section.

 

 

 

 

 

 

 

 

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