FAQ

We currently ship within the continental U.S. (except Utah and Hawaii) and to Canada. Extra charges may apply to Alaska, Puerto Rico, Guam, and the U.S. Virgin Islands.

You must be 21 years of age or older to purchase tobacco products.

If a product is back-ordered, you’ll receive an email or phone call from our team. You may choose to:

• Wait for the item to arrive (typically 7–10 business days),
• Replace it with a different flavor or product of equal value, or
• Cancel the order for a full refund.

Ground shipping typically arrives within 2–7 business days after shipment. For Canada orders, please allow 2–6 weeks due to customs processing.

Please ensure your billing address and ZIP code match your card issuer’s records. This verification helps prevent fraud and protect customers.

For first-time orders, we require the billing and shipping addresses to match as part of our security verification process. If the addresses don’t match, our system may flag the order for review, and our team may reach out to confirm your details. If we’re unable to verify your information within 3 days, the order will be canceled and refunded.

For security reasons, we do not ship first-time orders over $250 to help protect against potential fraud.

Order confirmations are emailed immediately after checkout. If you don’t see it, please check your spam or junk folder.

Tracking numbers are generated once your order has been packed and scanned by the carrier.

It’s common for tracking to pause during transit, especially on weekends or holidays. If there’s been no movement for 5 business days, contact us and we’ll investigate with the carrier.

Check around your property (mailbox, porch, garage) and with neighbors.

Wait 24 hours, as carriers sometimes scan packages before delivery.

If your package was shipped via USPS, you may also contact your nearest post office to check if they’re holding the item.

If still missing after 24 hours, contact our customer service team so we can start a carrier investigation.

Once an order ships, it cannot be canceled. If it returns to our warehouse, we’ll issue a refund once received. For lost or carrier-related delays, contact us so we can assist with a resolution.

Yes! We proudly offer a 10% discount to all U.S. Military Veterans and First Responders as a small token of our appreciation.

You’ll receive a one-time discount code valid for 24 hours. You can re-verify through VerifyPass anytime to receive a new code.

If you experience any issues with your cigars, please contact us within 30 business days of receiving your order. View our Returns Policy here.

If your cigars arrive damaged, defective, or visibly compromised, please contact us within 72 hours of delivery at (305) 597-1541 for pre-authorization.

We’ll issue a prepaid return label, and once the item(s) are received, you may choose between store credit or a replacement.

Refund timelines may vary depending on your bank or card issuer, but most refunds appear within 2–5 business days. For returns, the refund will be processed once the item has been received and scanned at our warehouse.

Please note that if a payment dispute has been filed, we will not process the refund directly. You may be contacted by our team via phone or email to resolve the concern.

Orders begin processing immediately after submission. If you wish to cancel or modify, contact us within 1–2 hours of placing your order. Once the order enters shipping, it can no longer be changed or canceled.

Orders placed Monday–Friday before 12:00 PM EST will ship the same day if items are in stock. Orders placed after 12:00 PM, on weekends, or holidays will ship the next business day.

Expedited or overnight orders placed on weekends ship on Monday (or the next business day if Monday is a holiday). Please note, air shipping transit days exclude weekends and holidays.

Log into your Gotham Cigars account to update your address book, payment methods, or subscriptions. For help, contact us by phone, email, or chat Monday–Friday, 9:00 AM – 5:30 PM EST.

Our free shipping promotion has ended, but we continue to provide competitive shipping rates and excellent service. While the promotion is no longer ongoing, we do offer periodic free shipping events, so be sure to check back for future offers.

Your satisfaction is important to us. If your cigars appear stale or not up to our quality standards, please contact our customer service team with your order details. We’ll review and resolve the issue promptly.

Orders may be canceled if they don’t meet verification requirements. A full refund will be issued to your original payment method within 2–5 business days.

International shipments to Canada typically take 2–6 weeks for delivery due to customs. Packages may also be subject to duties and taxes upon arrival.

For more information, please visit our Company Policies & Terms of Service page.

Orders are processed immediately to ensure fast shipping. Please contact customer service within 1–2 hours of placing your order.

If it’s already in the shipping process, we may not be able to make changes, but we’ll do our best to assist.

Once your order ships, you’ll receive a shipping confirmation email with a tracking number. Use it to track your package on the carrier’s website.

If you need help or haven’t received tracking details, contact our customer service team for an update.