Customer Care
Refund & Return Policy
At Cigar Ambassador, we take pride in the quality of our products and the care given to every order. If something arrives damaged or incorrect, please contact us so we can help. This policy applies to purchases made through the Cigar Ambassador online store.
Cigars & Tobacco Products
All cigars and tobacco products are final sale, except where an item arrives damaged, has a verified manufacturing defect, is incorrectly supplied, or a return or refund is required by law.
We do not accept returns based solely on taste, aroma, strength, or a change of mind. Natural variations in tobacco color and appearance do not, by themselves, constitute a defect.
Damage caused by improper storage or handling after delivery is not eligible for a refund.
Damaged, Defective, or Incorrect Items
Please inspect your order upon arrival and report any damage, defects, missing items, or incorrect products to ausmanw@cactobacco.com within 5 calendar days of delivery.
Please include:
Your order number and full name.
A description of the issue.
Clear photographs of the affected products, outer packaging, and shipping label.
Keep the affected products and all packaging until we provide instructions. Do not smoke, discard, or return the affected items while your request is being reviewed.
If we confirm that an item arrived damaged or defective, or that we made a fulfillment error, we will arrange an appropriate replacement or refund. We will cover any required return shipping. Store credit may be offered as an alternative with your agreement.
The reporting window does not limit any rights you may have under applicable law.
Accessories & Non-Tobacco Products
Eligible accessories and non-tobacco products may be returned if you contact us within 5 calendar days of delivery.
Items must be unused, in their original condition and packaging, and include all original components and inserts. Proof of purchase is required.
Personalized products and items clearly marked "final sale" are not eligible for change-of-mind returns. This does not affect claims for damaged, defective, or incorrectly supplied products.
How to Request a Return
Email ausmanw@cactobacco.com before sending anything back. If your return is approved, we will provide a return authorization number and shipping instructions, including the correct return address.
Approved returns must be shipped within 14 calendar days of authorization. Returns sent without prior authorization may be refused, subject to applicable law.
Unless the return is due to our error or a confirmed product issue, you are responsible for return shipping. Use a trackable shipping service and retain your shipping receipt.
Refunds
We will notify you when your return has been received and inspected and confirm whether your refund has been approved.
Approved refunds will be issued to the original payment method within 7 business days, or sooner where required by law. Your bank or payment provider may need additional time to post the credit.
For voluntary returns, original shipping charges are non-refundable. If the return results from our error or a confirmed product issue, we will also refund applicable original shipping charges and taxes.
We do not charge a restocking fee for approved returns.
Order Cancellations
Please email ausmanw@cactobacco.com as soon as possible if you wish to cancel an order.
Orders canceled before fulfillment begins will receive a full refund. Once fulfillment has begun, cancellation may not be possible. Shipped orders are subject to the return conditions above.
If we cancel your order because an item is unavailable, age verification cannot be completed, or we cannot lawfully fulfill it, we will refund the canceled items and any applicable shipping charges and taxes.
If we cannot ship within the promised timeframe, we will notify you and provide the option to accept a revised shipping date or cancel for a full refund of the unshipped portion, including applicable shipping charges and taxes.
Shipping Timeframes
Orders are typically processed within 1–2 business days of purchase. Once shipped, most orders arrive within 3–7 business days for standard domestic shipping, depending on your location. Expedited shipping options may be available at checkout for faster delivery.
Please note that shipping timeframes are estimates and may be affected by carrier delays, weather, or age-verification requirements at delivery.
Lost, Undeliverable, or Refused Shipments
If your order appears lost in transit or tracking shows delivery but you have not received it, contact ausmanw@cactobacco.com promptly. We will review the shipment details and work with the carrier to investigate.
If an order is confirmed lost in transit before delivery, we will offer a replacement or refund.
If a shipment is returned because of an incorrect address supplied at checkout, refusal of delivery, or failure to complete required delivery verification, we will review its condition and contact you about available options. Where permitted by law, any refund may be reduced by actual, documented outbound and return shipping costs. We will explain any deductions before processing the refund.
No such deductions apply when the delivery failure was caused by our error.
Your Rights
Nothing in this policy excludes or limits rights or remedies available under applicable consumer protection laws.
The policy in effect when you place your order applies to that purchase.
Contact Us
For return requests, refunds, cancellations, or order concerns:
Cigar Ambassador Email: ausmanw@cactobacco.com
Phone: 386-882-2858
Please include your order number in all correspondence.