FAQS & STUFF
YOU HAVE QUESTIONS, WE HAVE ANSWERS
Our Shipping Information
When an order is shipped you will receive information regarding estimated delivery date, provided from USPS’s tracking link, to you via email. This estimate will be based on when you placed the order, the distance of travel, weekends/holidays and other similar factors. Weather delays, mechanical delays, fraud verification, age verification, and other issues are beyond our control and could potentially delay orders. Please remember that these are estimates and not guaranteed dates unless provided directly from the carrier.
Fox Cigar business days do NOT include Saturdays, Sundays, or holidays.
If the order is placed on a holiday or weekend your package will go out AS SOON AS POSSIBLE by the next business shipping date.
ALL ORDERS are shipped for FREE! (Yeah, that’s free) to the contiguous United States. You can expedite the shipping and handling (preferred shipping) for an additional fee of just $9.99.
Orders shipped to Alaska, Puerto Rico, Guam, and the U.S. Virgin Islands may be billed at a flat rate of $10 to cover shipping outside of the continental United States.
A tracking number will be provided to you by the shipping carrier. The package(s) MAY require a signature of someone over the age of 21 when cigars are being delivered. Please refer to ‘state restrictions’ for more information regarding where we can ship your package.
At this current time we do not offer any overnight shipping options. Sorry.
We ship all our packages with humidity packs to ensure cigars are kept at proper standards’.
Why Do I Have To Create An Account?
Age Verification Requirement – Creating an account is the only way our team, at Fox Cigar, can verify our customers are legally allowed to purchase our products.
Our website/company sells products that require age identification for purchase by law. Age verification for websites helps protect minors from accessing age-restricted purchases.
This is usually accomplished through government ID verification. Government ID verification usually works like this: The user is prompted to take a photo of their driver’s license (or other accepted ID like a passport and/or last four numbers of their SSN). The ID is then analyzed for authenticity and proof of age.
Create Account Instructions- If our system is unable to verify your age off of the birthdate and last four of your social you will just need to take a few steps:
First, you will need to create an account. In order to do this you will need to go to our website and click on the ‘login/register’ button In the top right corner. Once you click on that, it will ask for your email and a password.
Then, go to My Account and select Account Details. Add in your First & Last Name, then scroll down and select save changes.
Next under My Account – click on Addresses. Then next to Billing it says edit, add in the billing info that is associated with the card that you will be using to purchase with. Save that. Then add in shipping , and save as well.
Next log out of the account.
Once your account is set up you will just need to send over a photo of the front of your driver’s license or passport to support@foxcigar.com. Then our team will go in and verify your account for you.
Then we will send you back an email saying you are good to go, and you can then log back in the account and proceed to check out.
What Shipping Carriers Do We Use
Fox Cigar Bar uses three primary shipping carriers. These include USPS (United States Postal Service), FedEx (Federal Express) and UPS (United Parcel Service). We will process your package with the carrier that can deliver it in the fastest possible manner.
Can I Arrange Store Pickup
Not yet! Store pickup can not be arranged at this time. We’re working on adding in this ability in the near future.
Estimated ETA for Priority/Preferred & Free Shipping:
Here are two maps that’ll help provide a better estimated time, not guarantee, for when you can expect your order to arrive from USPS.
Please note we are shipping all orders from Area Code 85295
Service Standards Maps | PostalPro – https://postalpro.usps.com/ppro-tools/service-standards-maps
Priority Mail Delivery Map | USPS – https://www.usps.com/priority-mail/map/
What Shipping Carriers Do We Use:
Fox Cigar ships with USPS (United States Postal Service).
Can I Arrange Store Pickup:
If you would like to arrange in-store pickup at either one of our Fox Cigar Bar locations for an online order, please reach out to our customer service team at (800) 730-2087 or email us at support@foxcigar.com for assistance.
This Is Our Return/Refund Policy
Pursuant to Arizona law all sales involving tobacco products are final upon purchase. Exceptions include manufacturing defects, damaged goods, or mistakes with your order.
We encourage you to reach out to our customer service team at (800) 730-2087 or email us at support@foxcigar.com. We will do our best to provide help/compensation on your next order!
If you have requested a refund and it has been approved, expect to receive your refund within 14 days (two weeks). In many cases you will receive a refund more quickly. This time period stated includes the transit/shipping time to us from the shipper (5-10 business days), the time it takes our merchant to process your return (3-5 business days), and the time it takes your bank to process our refund request (5-10 business days).
If you are expecting a refund on an order, but the item(s) need to be returned back to us, we may issue you a return authorization code to include on the package. Once we receive the package back, and issue your refund, we will send you an e-mail notification.
Problem With Your Order?
If you have received the wrong item, please provide your name, order number, what you originally ordered, what you received, and provide pictures of the incorrect product(s).
(use the handy contact forms located here) .
If an item is being returned due to the result of our error, Fox Cigar will pay for the package to be sent back using our selected carrier. We do request that the incorrect item(s) be returned within 10 days from the time your replacement is received.
Please keep in mind the cigars must be in their original condition, cellophane intact and you can not return any cut or half smoked cigars (yup, we have to say it).
If the cigars were part of a promotion you are also required to return the free items that were included.
Free cigars are not an expectation on every order… Only promotions stating IT IS A DEAL/BONUS CIGAR are expected as such.
For all other problems with your order, we encourage you to reach out to our customer service team at (800) 730-2087 or email us at support@foxcigar.com for assistance.
State Law/Restrictions
California:
SIGNATURE OF PERSON 21 YEARS OF AGE OR OLDER IS REQUIRED UPON DELIVERY FOR ALL TOBACCO PRODUCTS.
Due to Signature Requirements by Law, there will be an automatic Shipping Fee of $5.00.
Senate Bill (SB) 39: On September 16 2019, Governor Gavin Newsom signed SB 39 into law in California to reduce illegal online sales of tobacco products to youth. SB 39 strengthened existing laws in California for age verification and delivery of tobacco products.
REFERENCE LINK:
Senate Bill 39 – Changes to California’s Online Tobacco Sales Law
Hawaii:
Product Placement Laws [§328J-18, HRS]: Retailers must only sell cigarettes, smokeless tobacco, and all other tobacco products including electronic cigarettes (vapes) in a direct, face-to-face exchange between the retailer and consumer. It’s unlawful to sell any of these to a person under 21 years of age.
REFERENCE LINK:
Tobacco Control – Chronic Disease Prevention & Health Promotion Division | Businesses and Retailer Resources
Massachusetts:
Prohibits the sale of flavored tobacco products, including e-cigarette products (except within licensed smoking bars for on-site consumption).
REFERENCE LINK: Session Law – Acts of 2019 Chapter 133
South Dakota:
The shipment or transport of cigarettes or tobacco products to consumers in South Dakota is illegal under South Dakota law SDCL 10-50-99.
REFERENCE LINK:
Cigarette & Tobacco | South Dakota Department of Revenue
Utah:
In Utah, a business can only sell tobacco products, electronic cigarette products, or nicotine products to a customer in person, meaning a business cannot sell any of these products to a Utah customer by telephone, mail, the internet, or through self-service displays.
REFERENCE LINK:
Tobacco Sales – Utah Tobacco Laws
Accessories
Merchandise damaged by abuse, misuse, normal wear and tear, or lack of reasonable care is not covered by the manufacturer’s warranty (OR by Fox Cigar) and cannot be returned at any time after purchase.
All butane MUST be drained from the lighter completely. Allow all lighter fluid to evaporate for two days.
If you requested a replacement for a lighter, we cannot send you a replacement until we have received the original product for further examination. If it isn’t broken, we will pay AGAIN for the same lighter to be sent back to you.
-XIKAR cutters and lighters are backed by a XIKAR Limited Lifetime Warranty. The repair and / or exchange process is handled by the XIKAR company directly. You can find more information on their website, and initiate the process, by visiting: https://www.xikar.com/xi-warranty. You can also give them a call at 1-866-676-7380.
-Lotus / Vertigo offers a lifetime direct replacement / repair on your cigar accessories. The repair and / or exchange process is handled by the Lotus / Vertigo company directly. You can find more information on their website, and initiate the process, by visiting: https://www.lotuslighters.com/warranty/. You can also give them a call at (954) 746-9026.
-JetLine offers a lifetime direct replacement / repair on your cigar accessories. The repair and / or exchange process is handled by the JetLine company directly. You can find more information on their website, and initiate the process, by visiting: https://www.jetlinelighter.com/support-warranty. You can also shoot them an email at info@jetlinelighter.com.
-Elie Bleu offers a two year warranty from the date of purchase on their cigar accessories. The repair and / or exchange process is handled by the Elie Bleu (Reyns International) company directly. To begin the process please contact their After Sales Service at 800-319-8874 ext. 6. For more information you can visit their website at: https://www.eliebleu-usa.com/after-sales-support.html.
-S.T. Dupont products are guaranteed for a period of 2 years from the date of purchase against any manufacturing defects.
If you need assistance with a S.T. Dupont Jet Flame lighter or Cigar Cutter you will need to reach out to S.T. Dupont directly at: repairs@colesoflondon.com. They will authorize the repair, submit it into their system and provide you with an RA# (Return Authorization) and provided with a return address to begin the process.
If you need assistance with any Soft Flame Lighters you will need to contact Authorized Service Repair at (828) 747-3499 or by emailing repairs@authorizedrepairservice.com.
Lighter Fill/Empty Instructions
Here are some instructions on how to empty/fill a lighter:
1) Turn the flame height adjuster to the lowest height or “-“.
2) To empty it, hold it in a vertically upright position and depress the filler valve (located at the bottom of the lighter) with a small screwdriver or air bleed tool.
3) Continue applying pressure on the valve until the hissing sound stops, making sure no butane gas is left in the lighter.
***Please make sure the lighter is completely emptied of butane before you attempt to refill it.
4) Keep the lighter upside down in a vertically upright position.
While the lighter is upside down, press the butane canister nozzle tip firmly 2-3 times for 3 seconds each to refill the tank. The lighter should be filled now.
***Wait at least 3 minutes before you ignite the lighter.
5) Adjust the flame height as per your preference by moving the flame adjuster towards “+” to increase flame height or “-” to decrease flame height.
Can I Return To A Store
Yes! You can absolutely do a return to one of our physical locations (Gilbert & Scottsdale). However you are still required to contact us so that we can create a return authorization code within the system.