Shipping and Handling Information
Location: Lake Zurich Illinois.
Processing: An important part of our processing system is age verifying all new customers, It is a one-time requirement and most customers are easily found in our software. Customers that are not found, will receive an email requesting age verification documentation
*Note: We do not share any age verification information to any third party company, age verification information is for the sole use of Windy City Cigars.
Delivery: It is hard you give our customers an accurate delivery date; due to many factors that can affect delivery timelines. The days of delivery are only estimates and do not include our processing time.
Shipping: All orders are processed the next business day, but it does not guarantee that they will ship the next day. We are not responsible for transit delays after the package has left our warehouse. Keep in mind that paying the most expensive method of shipping does not guarantee faster shipping. Priority USPS is what United States Postal Services has label any package over 1lb, It does not mean faster shipping.
**We do not ship outside of the U.S.**
Shipping Estimate Times
1-2 Business Days: IL, WI, MI, IN, IA, OH, KY, TN, WV, AR, OK, PA, MN, MO
2-4 Business Days: NY, NJ, VT, ME, NH, MA, RI, CT, DE, MD, VA, NC, SC, GA, AL, MS, LA, FL, TX, KS, NE, SD, ND
4-5 Business Days: CA, MT, ID, WY, OR, NY, UT, CO, NM, AZ
5-6 Business Days: AK, HI, and PR
***Please note, our warehouse does not ship on Saturday or Sunday. To allow our staff to spend time with their families we are also closed for most major holidays, which can affect shipping times on orders placed during such holidays.
Free Shipping: Orders over $199.00usd ship for free (the U.S Only) with the exception of AK, HI, And PR.
General Information Q & A
Our goal is to provide great customer service and to establish a great relationship with our customers. If there are any issues with your product; our customer service representatives are always ready to answer your questions. Please use this Q&A section to help you answer any basic question you may have.
If you do not find an answer to your question please feel free to call or email us. When calling our office please keep in mind that sometimes we experience a high call volume. Every call is important to us, meaning we make sure we fully take care of one customer before moving on to the next one. Please be patient and kind when speaking to our Customer Service Reps.
Q: When Will my order ship?
A: Orders usually ship out the next business day after being placed.
Q: Who will deliver my product?
A: We use UPS and USPS, depending on what you choose at check out. If you are eligible for free shipping the shipper will be chosen at the shipping departments discretion.
Q: What does windy city Cigars consider a business day?
A: Our Business hours (days) are Monday through Friday from 8 a.m to 5 p.m U.S Central Time. (Except for major holidays)
Q: How often can I find good deals or discounts?
A: If you are a registered customer or if you are signed up for our newsletter we usually send our customers our deal via email. Always make sure to check your spam mail.
Q: How do I find the status of my order?
A: To check the status of your order you can log in to your account and look up your order number. If you are having issues you can call, email, or chat with us during business hours. Please have your order number handy when inquiring about your order.
Q: How can I contact a Customer Service Rep if I need help?
A: During regular business hours you can call us at 1.866.233.8796 or contact us via online live support. You can also email us at firstname.lastname@example.org
** Please keep in mind that if the message is received after business hours you will not receive an answer until the next day.**
Q: I live in Illinois and my order did not ship or got canceled, why?
A: Due to tax laws restrictions we do not ship to Cook County Illinois.
Q: I live in Washington and my order did not ship or got canceled, why?
A: Due to tax laws restrictions we do not ship to the state of Washington.
Q: What is the legal age to purchase tobacco products?
A: You must be at least 21 years of age to order tobacco products from us.
Q: I received an age verification email, What do I do?
A: If we cannot verify your age, we will ask for proof of age. You may reply to the email with ID and proof of address, you can also fax age verification information to us as well.
(Read shipping and handling section for age verification disclaimer).
Q: You have my address wrong, what do I do?
A: If you notice your address is wrong please give us a call. If we ship a package to an address entered incorrectly, you may be responsible for re-shipping cost.
Tax and return policy.
Tax: Illinois law does not require the collection of state excise taxes on purchases made by non-Illinois customers and or retailers. It is the sole responsibility of each purchaser to comply with any and all applicable laws of your particular jurisdiction regarding the payment of taxes.
Return Policy: Returned merchandise must be pre-approved, all returns must be done within 30 days. Some returns may be charged a 20% restocking fee. If you are shipping back damaged merchandise you must email email@example.com first with a picture of the damage.