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 questions 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 department’s 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 9 p.m Saturdays we open from 8 am to 3 pm 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, follow us on Facebook or if you are signed up for our newsletter we usually send our customers our deal via social media posts or 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 support@windycitycigars.com

** 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 your 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 the re-shipping costs.