FAQ

Why should I purchase from Rockyscigars.com?

Service, selection, & price, – in that order! At Rocky’s we try to be the “good guys on the Internet” so service is paramount. Our inventory is huge so we can meet your cigar needs promptly in most cases. We try to sell our cigars at the best prices. Our goal is to be big enough to meet your cigar needs, yet small enough to deliver excellent service!

What forms of payment do you accept?

Credit Cards
Rockyscigars.com accepts all major credit cards as payment. Orders are processed on-line over our secure server.

PayPal
Rocky’s gladly accepts PayPal as a form of payment. There are two forms of PayPal payments we accept.

PayPal Credit Card
Paying with your credit card is the fastest way to pay and get your order shipped out. We will make every effort to ship in stock orders the same day received, up to our USPS, and UPS pick up times.

PayPal ECheck
We accept ECheck as a form of payment however, EChecks take longer, in some cases up to five days, to clear. This time to clear will delay your shipment as we ship only upon the PayPal notice to us the ECheck has cleared.

What is your return policy?

We aim to please so our return policy is simple. If you are not 100% satisfied with any product you order from rockyscigars.com you may contact us within 3 days of receipt for a courteous and prompt exchange or refund. We will refund your payment upon receipt of the product.

Delivery charges are refunded only if the mistake or damage is ours.

Order problems received after the 3-day period may be charged a re-stocking fee of 20%, based on the value of the unused product being returned.

Please call toll free at 1-888-216-5834 or email us for any further instructions required.

This portion of our site is important to buyers so be assured we aim to make your online purchase experience a pleasant one with rockyscigars.com. We will make every reasonable attempt to satisfy our customers.

At rockyscigars.com we say “If you are unhappy please tell US! If you’re happy with our products and service please tell a cigar smoking friend!”

How are products shipped?

We ship via USPS Priority Mail or UPS at our discretion. You choose the level of shipping service. If you provide us with a working email you will receive an email confirmation when your order is shipped. Our rates are a combination money saving FLAT FEE rates for ground while offering priority services such as next day, and 3-day. The ground shipping flat fee rates are as follows for the lower 48 states:

UPS Ground- For approximate delivery date see UPS Time in Transit map

$6.79- Ground rates orders up to $139.99

FREE GROUND SHIPPING – All orders over $140

3 Day  -delivery within 3 business days of shipping – Calculated by “ship to” zip code and current  common carrier shipping rates.

Overnight (guarantees delivery on the next business day after shipping) – Calculated by “ship to” zip code at common carrier shipping rates.

Alaska & Hawaii
Our UPS flat rates do not apply to orders shipped to Alaska and Hawaii. These orders will be shipped USPS Priority Mail unless customer indicates otherwise. The customer must agree to pay the full UPS rate instead of the flat rate price.

Rockyscigars.com has no minimum order and no up charges on orders. Rockyscigars.com makes every effort to ship orders out the same day as received.

Calculating delivery date for Priority Shipping Services and Exceptions

UPS and USPS use the following procedure for determining delivery day/date for next day, 2-day, and 3-day services.

Next Day- parcel pick up day not counted, delivery the next business day.
2-Day- parcel pick up day not counted, day 1 transit day, day 2 delivery day
3-Day- parcel pick up day not counted, day 1 transit day, day 2 transit day, day 3 delivery

PLEASE NOTE – only business days are counted for pickup, transit and delivery days. Weekends and Holidays DO NOT count. Carefully plan your delivery day/date when ordering during holiday periods.

Saturday Delivery
Only USPS delivers on Saturday at no extra charge. UPS Saturday delivery is offered at the UPS calculated Saturday rate and only if specifically requested by the customer at the time the order is placed.

Rocky’s Ships UPS and USPS choosing the service at our discretion.

Customer must specify USPS when ordering using the comments section of the order form to express a preference for USPS delivery.

Exceptions
As mentioned above all holidays create delivery exceptions for all parcels.

Please note UPS and USPS also specify that delivery delays due to natural disaster or national calamity are exceptions to their delivery guarantee. For example, hurricane or flooding within the transit route would create a delivery delay that the carrier would not consider a late delivery.

What are the shipping charges for orders shipped partially filled?

We will only ship an order in this fashion AFTER confirming with the customer that they would like it in split shipments. However, the second portion of the shipment will include additional shipping charges at the same flat rates described above. We will only charge your credit card for the actual items shipped in each shipment.

What is meant by “flat rate” when it comes to my shipping charges?

Rockyscigars.com charges you one price for GROUND shipping regardless of the package’s weight. We call this a flat rate. Upgraded shipping choices like 3- day and overnight are billed at the time the order is placed at published common carrier rates.

When will I see the charges on my credit card?

Our orders are settled at the time they are placed on-line. Since 99% of our inventory is live on-line, rarely will you be charged for an item that is out of stock. In that event we will contact first by email, and if no response by phone, to notify you of the situation and work through it as per your instructions. Issuing a credit in full is NEVER a problem at rockyscigars.com if that is what the customer wishes.

Is my personal and credit card information secure?

We process all our orders on a 128 bit secure server from GeoTrust to ensure your personal data is protected with the latest in Internet technology. Your password protected rockycigars.com account info is protected the same way.

Rockyscigars.com will not share or sell any customer information with third parties.

Rockyscigars.com offers FREE SHIPPING on orders over $140. How do I know I’ll not be charged shipping?

If you choose UPS Ground as your shipping preference the shipping charges will be deducted from the price of the cigars automatically. The $6.79 charge of shipping will appear on your invoice.

Since our FREE Shipping is for Ground Service only if you upgrade the service you will be charged for the service upgrade.

Please feel free to use the “special instructions” section of our order blank as a reminder of your FREE SHIPPING.

If we inadvertently charge a customer for shipping we will credit the account ASAP from the discovery of the billing error- usually the next business day.

What does it mean when an item offers FREE GOODS TO COVER SHIPPING?

Your credit card will be charged for the shipping charges you select. However included in your order will be FREE CIGARS at a dollar value that will equal or exceed the value your credit card was billed for shipping.

Can I choose my level of service on FREE SHIPPING orders?

Our FREE Shipping is for our Ground Service only ($6.79). It is not a shipping credit so it may not be applied to higher levels of service.

What if I’m looking for a cigar that is not on your site?

Please drop us a call or an email. We purchase directly from most manufacturers and can get almost any cigar made. We will get back to you with a quote and approximate delivery time. All special orders are not cancelable and will be automatically shipped and charged to your credit card upon our receipt of the cigars.

What about my state tobacco tax?

Rockyscigars.com is obligated to collect New York State tobacco ONLY. We must include a charge of 75% only to orders delivered in NY State. We are not required to collect taxes for any other state. This amount IS NOT calculated at the time the order is placed. We will contact the customer and advise them of the tax upcharge and only ship upon the customer’s confirmation to pay the NYS tax on the order.

NYS orders for Non-tobacco items DO NOT get taxed by NYS Tobacco Tax.

Do you ship Internationally?

We do not make International shipments at this time.