Last updated on May 8, 2020.
**How UPS is responding to the Coronavirus: https://www.ups.com/us/en/about/news/important-updates.page
- In the event that an item is out of stock, delivery times may take longer. We will always notify you by email or your preferred method of contact.
- NOTICE: We only despatch goods to the billing address of the card holder which will require signature upon receipt.
- Goods ordered may be subject to the customs fees and import duties of the country to which you have your goods shipped. The customer or receiver of the goods will be liable for any such fees. monterocigars.com are not liable for these fees, nor will they accept returns as a result of these fees. All other conditions of sale apply. If you have any questions or comments about our conditions of sale, you should email us at email@example.com.
- WE DO NOT SHIP ON WEEKENDS.
- All claims must be received no later than 15 days after the shipment date.
- Shipping to P.O. Boxes is not allowed.
- Shipping time frame starts (and we send the order) after the customers age is verified by Bluecheck age verification. Customers for first time orders must send ID, once the customers ID is sent and verified by us and their age is verified by Bluecheck age verification then we will send the package (Note Deliver time frame starts after all verifications ID and Age Verification). Allow for 24-48 business hours for processing after complete verification.
- Please allow 24-48 business hours for processing.
- We are not responsible for any extra charges caused by the customs department/agency of the customers country (determined by shipping address).
- Estimated time of arrival starts from the date the order is shipped.
- UPS does not deliver on Weekends or Holidays.
- UPS does not deliver to P.O.Boxes.
- USPS does not deliver on Holidays.
- All Shipping prices will be displayed at the Checkout Page.
- You will receive an email confirmation once the order is shipped containing the tracking number.
- Please allow up to 48 hours for the tracking number to register with the shipping carrier.
- You must be 21 years of age or older to order cigar products or cigar accessories.
- FAA Regulations and safety hazard laws prohibit the shipment of lighters via Air.
- Humidors may be charged extra for delivery and ship via UPS Ground only.
- We ship via UPS and/or USPS.
- Shipping Upgrades will have an extra fee.
- Large items (Humidors, for example) may not qualify for FREE Shipping.
- We ship everywhere. Tobacco-related laws differ from a country to another. The client takes on responsibility for the introduction of cigars to his country. We are not responsible for declarations, nor tax duties.
- All international customers whose orders are shipped outside of the United States UPS Postal Service are responsible for their merchandise.
- Delivery is deemed complete once shipment arrives in the customer’s country.
- In the case that a package is lost, damaged or seized by customs, the customer assumes all responsibility.
- By purchasing or placing an order, you hereby become responsible for all international expenses including customs, duties, and any other fees imposed by the recipient’s country.
OVERSIZED AND HEAVY-WEIGHT ITEMS (e.g. Humidors and some ashtrays)
- These items may incur an additional charge. The charges will be calculated during order processing and customers will be notified.
- Oversized; All shipments going to Alaska, Hawaii, Guam, Virgin Islands, Puerto Rico or any U.S. Territory/possession may also incur additional delivery time.
- There will not be a refund if the shipment encountered either an emergency condition or adverse weather while in transit. As a result, this shipment does not qualify for a Guaranteed Service Refund.
- Please refer to your local tobacco import laws and restrictions before making an order.
- Missing Packages: Montero Cigars will not take responsibility for missing, stolen packages or other persons rather than the buyer receiving the package at the address provided by the customer after our carrier has declared the package "Delivered".
- Severe weather conditions could affect UPS and USPS Freight operations in parts of the U.S.
- We cannot and will not take responsibility for carrier delays or weather conditions that may cause shipments to be delivered late.
- Packages returned to us marked "Refused", "Undeliverable", "Unclaimed", "Prohibited" or otherwise, are subject to a 25% restocking fee and the shipping cost paid by the customer will not be refunded. (This is solely to recoup our losses from charges we incur when this happens). If a package is lost or misdirected due to an incorrectly input address, MonteroCigars.com is completely not responsible. We have no control over addresses typed on the checkout pages. Please make sure you have typed in the correct address.
- UPS does not guarantee estimated time of arrival or delivery date as the package is not insured and cannot be claimed.
RETURN AND EXCHANGE POLICY
- We do not issue refunds for shipping charges.
- Returns, exchanges or refunds for missing products, should be requested within 30 days from purchase date.
While we inspect every order before it leaves our warehouse, mistakes could happen. We have managed to make returns simple for our clients. If we ship you the wrong items, we will send you a return label (Free of charge) for you to return the incorrect items. Once we receive those items back in our warehouse, we will ship you the correct items. Please be aware that we cannot ship items to you unless we have received the incorrect items.
If you ordered incorrect items, you would have to ship those items back to us (at customer expense), once those items are received in our warehouse and inspected, we will ship you the correct items.
If you receive the items you ordered and you are just not satisfied with their quality or taste, you are responsible for shipping those items back to us. If you want a replacement, we may ship those once we receive the other items back. If you would like a refund, we will issue a refund for the items only. Shipping cost won't be refunded.
Closeout Items means they cannot be returned for a refund. Sales on Closeout items are final.
CANCELLATIONS AND REFUNDS
Need to make changes to your order? No worries, we're happy to help!
You have 30 minutes after placing your order to make any changes and/or cancellations to your order. In order to cancel your order, you can do so by accessing our “Contact Us” page and leave your cancel request. Please allow 24 to 48 for a response. Please be aware and mindful that we do not open on the weekends.
You can also call us at 1-855-834-8376 and make sure to speak with one of our representatives. Do Not just leave a message.
Regarding Montero Membership Plans
- Free shipping only applies to the customers respective membership plan. Free shipping is not granted to orders that do not include a membership plan. If an order were to have a membership plan and another product that is not a membership plan then the customer will have to pay shipping for any product that is not the membership plan.
- Free shipping for Memberships is only available in the 48 Contiguous United States.
- Email: Do Not Reply the email with your Order Confirmation to send us a message in reference to a cancellation. Use the "Contact Us" page.
- Phone: Do not leave a message in reference to a cancellation or change. A voice message won't be accepted to change or cancel an order.
** Please note: That our offices are closed on the weekends, so if you ordered during the weekend or after working hours, we must have your email cancellation message on the next working day at 9:00 am.
→ Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
For an order cancelled after it being shipped, you must receive a confirmation from our Customer Service Department which will be subject to a Return Fee. This fee will include the return label and will be calculated on the basis of the shipping carrier's regular prices (not the website shipping prices). The customer will also be subject to a 25% restocking fee.
In order to get a refund, you must get an approval and a confirmation from our Customer Services Department.
All refunds will be issued within 3 to 5 business days after we receive the product back in our facility. Regarding the money being reflected back into your account is dependent on your bank’s policies and usually takes 2 to 4 days, respectively.In case of cancellations of orders that have not been shipped, the refunds will be made as soon as possible after we get the approval.
In case of cancellations of shipped orders, refunds will be issued usually 3 to 5 business days after we receive the product back in our facility. The customer will be subject to pay 25% restocking fee for shipped orders that were cancelled.
→ Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.