Customer Service

Shipping & Delivery

Gotham Cigars ships within the 48 continental U.S. Additional charges may apply to Alaska, Hawaii, and Puerto Rico. At this time we do not ship internationally.

*All APO and P.O. Box orders are shipped via USPS Priority Mail.
*For an extra $3.00 your order is guaranteed to ship the same business day (excluding weekends and holidays).
*All items must be in stock and your order must be completed Monday- Friday before 2:00pm (EST) to ensure that your order is shipped the same day.

*We are not responsible for typographical errors or inaccurate pricing and reserve the right to void a sale at our discretion.

Shipping and Order Processing Information:

All orders are processed and shipped Monday-Friday between the hours of 9:00am and 2:00pm EST. Any order placed after 2:00pm may not ship until the following business day. If you place an order using Overnight service on Friday before 2:00pm, your order will be delivered on Monday, as Saturday and Sunday are not transit days for air shipments. If you place an order using Overnight service on Friday after 2:00pm, your order may not ship until Monday and your delivery will be on Tuesday. Please keep in mind that this rule applies to all air shipments and that these shipping methods may not be available to all locations and addresses. We are not responsible for carrier delays.

All UPS ground orders runs Monday-Friday. Saturday and Sunday are not transit days. All orders shipped via USPS will be delivered Monday-Saturday. National holidays do not count as a transit day. For a list of national holidays which are observed by Gotham Cigars and our carriers, please refer to our holiday schedule for processing and shipping orders.

Holiday Schedule for Processing and Shipping Orders:

Orders can be submitted via our website 24 hours a day, 7 days a week, but will not be processed or delivered on the following holidays:

New Year's Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
The Friday After Thanksgiving Day
Christmas Eve (December 24th)
Christmas Day (December 25th)

All orders placed during a holiday, will not be processed or shipped until we re-open. Any order that was shipped in-between a holiday will resume transit on the following business day.

Privacy & Security

Gotham Cigars will not sell, rent, or lease your personal information to any other party.

This Web site is secured with a GoDaddy.com Web Server Certificate. Transactions on the site are protected with up to 256-bit Secure Sockets Layer encryption. We use Secure Socket Layer (SSL) an industry standard encryption method to protect the private and personal information that you send to us through our web site.

Authorize.Net is committed to providing its merchant customers with the highest level of transaction processing security, safeguarding customer information and combating fraud. More merchants trust Authorize.Net than any other payment gateway to process their e-commerce transactions securely.

Returns & Replacements

If you have received an item that was shipped in error, or damaged, we will pay for return shipping and credit you accordingly. Please call our customer service department for a RAN (Return Authorization Number) between the hours of 9am-5:30 PM EST Monday-Friday.

Ordering

Please keep in mind that your order begins processing immediately after you submit your order. If you wish to cancel (or edit) your order, please contact us within 1-2 hours of placing your order. If you submit an order over the weekend and wish to cancel your order, please contact us by phone, email or chat by Monday morning to ensure that the order does not get processed. If you submit an order after business hours please contact us the following business morning. Once your order moves into the shipping process, it cannot be changed or canceled.

First time order policy: If you are placing an order for the first time, the billing address and shipping address must match. We will flag the order and contact via phone or email to receive confirmation that we can ship to the billing address that was provided on the order. If you do not wish to ship to the billing address the order will be canceled and refunded. If we are unable to reach you to confirm the address within 3 days the order will be canceled and refunded.

Payment

We accept PayPal, PayPal Buy Now, Pay Later and all major credit cards: Visa, MasterCard, Discover, American Express.

Viewing Orders

In order to view your recent and past orders, first create an account. You must complete your order while logged into your account in order to view your recent order history.

Updating Account Information

By logging into your account, you are able to update your customer address book, payment methods and subscriptions. If you need assistance updating any of this information, you can reach us on the phone, email, or chat Monday-Friday 9 am-5:30 pm.