ORDERS
We guarantee that the cigars we ship to you will arrive in good condition. In the unlikely circumstances that they do not you are protected by our “no questions asked” returns policy and can send them back.
We provide the best possible service when it comes to storing, packing and shipping cigars to you. All of our cigars, whether they are in a single opened box or in a case of 40 boxes, are stored in a humidor. From the time they arrive at our door until we hand them to the shipping department they are in a climate-controlled environment. We carefully pack each item, using paper, peanuts, bubble-wrap or other packing material as required to prevent damage, ensuring that the product remains in the best condition possible. Also, we always pack single cigars in a sealed plastic bag to ensure they hold their proper humidity during shipment.
We do encourage our customers to place their orders using our secure online ordering system, but you can also place orders by telephone. To place a telephone order, please visit our website and decide what you wish to order. Once you have selected your purchases from our excellent range, please call us . We will then place your order.
We are the first cigar shop to benefit from live inventory information, a fact of which we are hugely proud. Our web site is updated every second of the day, so that you will always know about each cigar that we have in stock.
Unfortunately, even though we update our site every second of the day with inventory information, it is possible that you can attempt to order more than we have in stock. However, if you have place too many of a particular item in your shopping cart, the system will warn you that not all items are in stock.
PAYMENT
We accept major payment options. All payments must be denominated in U.S. Dollars. Your account will be charged for the value of the sale at the time that your order is ready to ship.
Do you charge sales tax?
We are required to collect and remit sales tax in the following states. Remittance of any taxes on orders shipped outside of these states is the responsibility of the purchaser.
California
Florida
Georgia
Illinois
Indiana
Louisiana
Maryland
Michigan
Nevada
New Jersey
New York
North Carolina
Ohio
Pennsylvania
Texas
Virginia
Washington
Rewards Points are issued upon placing an order on our website and they accrue on your account every time you place an order. You may use your Rewards Points at any time as credit towards any future purchases.
If you have been sent a Gift Certificate that is valid , you may use it at the checkout. Enter the certificate code and password and your total will be adjusted by the face value of the certificate. If the total exceeds the posted value of the certificate, your credit card will be charged the difference. If you do not use the full value of the Gift Certificate, retain the certificate information for use at a later date. Additional terms and conditions may apply.
DELIVERY, TRACKING AND RETURNS
If you would like to view the status of your order, please log in at the top of the page. Click on “View Previous Orders” and you will be able to view your order status and track its shipping progress. Before you call us to check the status of your order for you please check your email confirmation. All Tracking Numbers are emailed to our customers so you can easily track the status of your order.
If there are any issues please contact Edwin Rodriguez the Head of our Logistics Department via email or phone.
Please refer to your recent e-mail messages from us. We always notify customers when their order is shipped, providing a tracking number and a link to the shipper that we used. Simply click on the link to the shipper and enter your tracking number to discover the location of your package. If you can’t find your tracking number, please forward a copy of your order confirmation, including your name, order number, and email address to our sales departmnet. Please note that this tracking service is not provided with the postal option.
We make every effort to ensure that your items reach you in perfect condition. However, in the unlikely event that your order should arrive damaged, you must immediately contact our sales department for further instructions. Please do not discard any of the merchandise or packaging materials, as we may need these items for further investigation. Please note, any damaged material must be fully un-smoked and as sent.
We have a “no questions asked” policy in the extremely unlikely event you are not satisfied with the quality of our products. First, you must request a return authorization from our customer service at our sales department . You must contact us within 30 days of receipt, as we will not accept returns after that time. You will then need to send your item back to us for a replacement item or credit, less shipping. We must receive the returned cigars in similar quality packaging and we will not accept damaged cigars that have been returned without protective packaging.
We aim to get your order out to you as quickly as possible and begin working on it without delay. Therefore, once you authorize your transaction we cannot guarantee our ability to make changes or cancellations to an order. Moreover, if your order contains items that ship within 24 hours, it will not be possible to cancel your order once it has been placed. If cancellations or changes are possible, we will do all we can to accommodate you.
Discounts & Pricing
Q: Does Holt’s price match?
Yes. Because we’re committed to providing the lowest prices, call us if you find an item for less at another online retailer. A member of our customer service team will verify and match the price for in-stock items only sold by our competitors.
Q: Does Holt’s offer coupons or discounts?
We do not offer coupon codes, but we do sell cigars at massive discounts. We prefer to sell cigars for the lowest possible prices 24/7 without forcing our customers to enter cumbersome coupon or discount codes at the checkout. Every day of the week, we email a fresh set of deals direct to your inbox. Sign up here to receive Holt’s email deals.
Q: Do we sell wholesale cigars?
No. Holt’s does not presently sell cigars as a wholesaler.
Account Help
Q: How do I change my account password?
To change your password, complete the following steps:
- Click My Account at the top of our homepage.
- Log in to your account.
- Click Change Account under your Account Information.
- Enter your current password.
- Enter your new password.
- Confirm your new password.
- Click SAVE.
Q: I forgot the password for my account?
If you forgot your password, click here.
Q: How do I change the email address associated with my account?
To change your email address, complete the following steps:
- Click My Account at the top of our homepage.
- Log in to your account.
- Click Account Information.
- In the Email Address field, enter your new email address.
- Click SAVE.
Q: How do I set up a Holt’s account?
Click here to setup your account.
Questions about Your Order
Q: When will my order be shipped/delivered?
Click here to Track the Status of your order. Orders placed Mon-Fri before 3pm EST ship the same day.
Q: Do we ship internationally?
Holt’s does ship cigars and accessories to consumers within the USA or those with APO/FPO USA military addresses overseas. However, we do offer international shipping due to the variable costs and restrictions regarding tobacco and taxation in other nations.
Q: Do we do same day shipping?
Yes. Orders placed Mon-Fri before 3pm EST, ship the same day.
Q: How do I cancel an order?
Please call or email our customer service team to cancel your order.
Q: My order arrived damaged. Now what?
If your order has been damaged, please contact a member of our customer service team via email or phone to reconcile your issue.
Q: What’s our return policy?
Our Return Policy can be found here.
Q: How are our products shipped?
Our orders are shipped via USPS or UPS, depending on the method of shipping you select. All merchandise is securely packaged fast and fresh from our humidified warehouse.
Q: Why am I being charged tax?
Due to the recent Supreme Court decision in South Dakota v. Wayfair, Inc., States now have the authority to require out-of-state mail-order companies to collect and remit sales tax. The effective dates for these requirements vary by state. In accordance with these varying requirements,we will collect sales tax from the customer and remit the tax on their behalf to the appropriate state.
Q: How does TopCigars calculate tax?
We calculate sales tax according to the state, county, and municipal requirements of your order’s shipping destination.
Q: How does TopCigars verify age?
Our partners with Veratad Technologies, LLC to validate customers’ ages and verify their identity. See our Age Verification Policy here.
Q: Does TopCigars carry the same cigars in-store as they do online?
Yes. Because our Townsend Road location is attached to our warehouse, all products available online can be purchased there. If you are visiting our Walnut Street location in downtown Philadelphia, advanced notice may be required to purchase select items from our online inventory. Phone our Walnut Store location to confirm the item you want is in stock, or we can easily have it shipped to the store in advance of your visit.
Q: Can Holt’s help recommend a cigar?
Absolutely! We are happy to recommend a cigar for every experience level, special occasion, or as a gift for your favorite cigar lover. A knowledgeable member of our staff can assist you via phone, chat, or email.
Q: What are the most popular cigars TopCigars sells?
We sell several cigar brands.
Q: My favorite cigar is out of stock! Can TopCigars let me known when it comes back?
Yes. When a cigar or item you want is out of stock, click the NOTIFY button and we will email you as soon as we get it back in. Because some brands can sell out fast, you can also contact a member of our customer service team to backorder a product and we will reserve it for you when it comes back in.
Q: Does TopCigars offer a military discount?
Yes. We offers a Military and First Responder Discount to all the men and women who serve in our nation’s Armed Forces as well as our First Responders. Active military, veterans and retirees, national guard members, and reserves of our Armed Forces are also eligible
Q: Does TopCigars sell Gift Cards?
Yes. We sells both virtual eGift Cards (delivered via email) and physical Gift Cards (shipped to your destination).
How can I be assured of the quality of my cigars when they arrive?
We guarantee the highest quality and best value cigars! The majority of our Havana cigars are stamped EMS (English Market Selection) ensuring that they are of the highest possible quality. Cigars that are not stamped EMS have been quality control checked by our Directors. We store our cigars at the correct temperature and relative humidity, in our own purpose built walk-in-humidors constantly monitored by our Directors. This ensures the cigars reach our customers in optimum condition, matured and ready for smoking.
What about Fakes?
Although we appreciate that there are some unscrupulous cigar merchants out there, rest assured that our cigars are bieng supplied by the famous 200 year old importers ‘Hunters & Frankau’. As such we are duly authorised retailers of Havana cigar products and our sales team have been thoroughly trained in the manufacture, storage and service of Havanas at Hunters & Frankau’s cigar school. Our Managing Director, Mitchell Orchant has been awarded the coveted Silver Chaveta Award for outstanding contribution to the cigar trade.
I only like Maduro or Claro wrappers, how can I be sure the cigars will be the right shade? Can you select my wrapper shade preference?
We appreciate that many of our customers have a preference when it comes to wrapper colour and although we can’t always guarantee a certain wrapper colour, we are always delighted to search our stocks to ensure that the cigars you require are as close to your preferred wrapper colour as possible. If we feel that you may not be entirely satisfied with the wrapper colour, we would of course email you before shipping your order.
I’m new to the Havana cigar smoking world – where do I start?
We have an enormous range of cigar samplers to suit every budget on the sampler section of the online store. Samplers are a perfect way to begin your cigar smoking experience as they allow you to try different shapes, sizes, strengths and flavours.
I want to try a different vitola, but don’t want to buy a whole box – what do I do?
99% of our range is available in singles. That way you can try as many different brands and vitolas as you wish before deciding which cigars suit your palate and committing to buying a full box.
How will my tobacco be sent?
What forms of payment do you accept?
We do accept most of the major methods of payments.
Can promotional offers be used in conjunction with other offers?
Sorry, only one promotional offer may be used at a time.
Is it safe to use my credit card online?
Payments are secure through our Sage Pay system.
How do I know that my details will be kept private?
We use the information that you provide to process your order. we do not sell, trade or rent your personal information to others, so your confidentiality is assured.
How much do you charge for regular delivery?
For more information on shipping charges, please visit our SHIPPING PAGE.
What if I’m not satisfied with my order?
We are committed to knowing that EVERY time you purchase cigars from us you are 100% satisfied. If this is not the case please check out our GUARANTEE PAGE.
What if I need advice or recommendations?
If you need advice or recommendations at any time, don’t hesitate to drop us an email as we are always delighted to advise, regardless of whether you wish to order. We are online 24/7 every day of the year, email us
Where can I find out the latest special offers?
We send out a regular weekly Newsletter to all registered newsletter subscribers. Our newsletter includes special offers, latest sampler packs, freebies and current news from the cigar world! If you’d like to receive a copy, just drop an email
What is your returns policy on aged and rare cigars
Please note that when we supply clients with Vintage and rare Havana cigars, they are sold on a “firm basis”. As experts in the field of Vintage and rare Havanas we only sell the best examples of brand, vitola and vintage however these cigars are an “acquired taste” much like vintage wines and regrettably we cannot be held responsible if the flavour of a particular cigar does not suit the client. By ordering aged and rare Havanas you are deemed to accept these terms and conditions.
What is our exchange rate?
Please note that all transactions are charged in USD $. Exchange rates shown are for indication purposes only and purchasers should check with their credit card issuer for the exchange rate that their issuer will apply.
Will the cigars arrive in a sealed box?
There has been no such thing as a sealed box� for several years or so. The importers who are part owned by Habanos SA open and quality control every single box which is why our cigars are considered the best in the world. All our Havana cigars are quality checked for wrapper colour, overall condition, overall appearance and any signs of infestation before they are placed into our humidor as well as before they leave in the post to our clients.
This is not just a cursory check but a both layers of cigars check making it very unlikely that anything but an excellent box of Havanas is sold.
Our role as one of the leading accredited specialist in Havanas and the second cigar merchant in the europe, is to do a quality control check for the client as well as select the desired shade of wrapper that the client will find aesthetically pleasing. Cuban wrapper does not contribute to flavour/taste just appearance
What is your returns policy?
In the event of a customer being dissatisfied with their purchase the order can be returned within 14 days for full credit or refund provided that the item is unused and in original packaging. Please note that we cannot refund any postage and packing on returned items. Please also note that all returns are subject to a 10% restocking fee.
ERRORS AND OMISSIONS EXCEPTED
Whilst all efforts are made to ensure accuracy of description, specifications and pricing there may be occasions where errors arise. Should such a situation occur the company cannot accept your order. In the event of a mistake you will be contacted with a full explanation and a corrected offer. The information displayed is considered as an invitation to treat not as a confirmed offer for sale. The contract is confirmed upon supply of goods. We hope our FAQ will cover most of your queries, but if you’re still not sure about anything, just drop us an email
LEGAL NOTICE
By placing an order with your credit card, you authorise us to act on your behalf in processing and shipping your order, including using postal or courier service to deliver your order under the terms of sale. English Law states that wines and spirits may only be sold to persons who are at least 18 years old. In Scotland this age is 21. The person to whom delivery is to be made must be above the required age. An adult must be available to sign for the packages and the courier may ask for proof of identification to confirm age. We reserve the right to cancel your order if we are concerned that a minor has placed an order.
DATA SECURITY COMPLIANCE STATEMENT
Our products and services meet the physical and technical standards, and provide all necessary controls for our customers to maintain their administrative security compliance standards. Specifically, we agree to: Implement administrative, physical, and technical safeguards that reasonably and appropriately protect the confidentiality, integrity, and availability of the electronic protected financial information that it creates, receives, maintains, or transmits on behalf of our customers. In summary, have implemented reasonable and appropriate safeguards to protect our customers financial and business information. Furthermore,we agree to report to our customers any security incident of which it becomes aware, and will authorize the termination of any customer contract in the case of any material breach of this compliance statement.