Ralph's Cigars

Shipping Policy

Shipping

Once I place an order, how long will it take before it ships?

Orders placed before 4pm will be shipped out the same day, any orders placed after 5pm will be shipped the following day. All orders placed on a Saturday, Sunday, or Monday will be shipped out the following Tuesday, due staff hours and local UPS store hours.



How much is shipping? What shipping rates do you offer?

We offer Flat Rate Ground Shipping for $14.95 (Effective March 2020) through UPS, which includes insurance and requires an adult signature upon delivery to ensure your package is not lost or stolen. Due to tobacco laws we do not offer shipping without a required signature. When your package has been shipped, we will email you with a confirmation of your order and it’s associated tracking number so you can see the estimated time of arrival. Shipping confirmations and tracking numbers will be sent 24-36 hours after shipment.



Where do you ship to?

We ship to all states except Utah, North Dakota, and Massachusetts. We do not offer international shipping at this time. View UPS Ground Shipping Transit Times. *Please allow an extra day on all shipping estimates. *Subject to the Tariff/Terms and Conditions of Service, UPS guarantees on-schedule delivery of packages, shipped via UPS's services, that are listed as guaranteed, or will refund your transportation charges. Guaranteed Service is not available in all areas and does not apply to shipments containing a package with an Additional Handling or Large Package surcharge. Scheduled business days and delivery schedules are revised occasionally due to changes in distribution and volume, especially during holiday periods. Service to some remote areas also may require additional delivery days. For current delivery schedules, service availability and information, and a description of the UPS service Guarantee, see the UPS Rate and Service Guide. The most up-to-date transit time details will be available at ups.com/ctc at the time of shipping. Certain commodities and high value shipments may require additional transit time for customs clearance.



My tracking number says “invalid number”, what does that mean?

If your tracking number is "invalid", please be patient and check for updated information again after an hour or two. Due to the high volume of packages, sometimes it takes a little while for their system to update the tracking information during the initial shipping process which is why it may read as "inavlid" at first. If it continues to read as invalid, please contact us so we can provide you with an updated tracking number. Please note, not all of our employees have access to customer shipping information. If an employee is unable to obtain the correct tracking number for you, a manager will follow up with you as soon as possible.



The address I provided for delivery is wrong or incomplete, am I able to change it after the package is in transit?

Yes. Please note, there is a disclaimer at the top of the shopping pages on our website that instructs you to double check your shipping information before submitting your order. You may need to update your shipping address on your Paypal account to ensure the correct address is sent to us. Whatever shipping address is listed on the order is the one we will write on your package. If your order was submitted and you notice that the shipping address is incorrect, please contact us via phone or email as soon as possible so we can correct it before it ships. If the address is incorrect and your package is already in transit, then please contact us so we can notify our UPS to change the shipping address. There will be a UPS service fee of $10 to reroute a package that is already in transit.



Can I request specific delivery instructions?

Before submitting your order, if you include a comment in the “Notes” section, such as “Have UPS place it between the screen door and the main door” or “Please do not ring the doorbell” - We can not confirm that these requests will be met. The UPS store is not able to communicate specific delivery instructions to drivers - UPS drivers will follow company protocol when attempting to deliver your package which may require them to ring your doorbell to see if you’re home, leaving an attempted delivery notice on your door, or holding a package until someone is able to sign for it. Drivers will not leave a package on your doorstep when a signature is required.



My package was damaged during transit.

Once packages are in the possession of UPS we have no control over how they are handled or delivered. All packages are sent with a “signature upon delivery”, meaning your package will have to be signed for to receive it. Your UPS delivery driver should not leave it outside under any circumstances. If damage occurs to your package during transit or delivery, we recommend that you file a complaint with UPS regarding the mishandling of your package. If your package is damaged during transit and you are requesting a refund or replacement, we will put a claim in at UPS. Please note that it may take 2-10 business days to process a claim, which means it could take up to 2-10 business days to receive a refund or replacement order. Please read our refund policy.



What if I’m not home at the time of delivery? What happens after UPS tries to deliver my package and I haven’t been home to sign for it?

If you are not home at the time of delivery: A notice should be left at your address stating that delivery has been attempted. *We do not have control over delivery drivers, if they do not leave a note on your door - please check your tracking number (sent to your email) to view the current status of your package. UPS will make a second delivery attempt, and if necessary, a third delivery attempt of the shipment. After three unsuccessful delivery attempts; your package will be delivered to a UPS Access Point and held there for you to pick up at your convenience. Packages will be held for no more than 5 business days. If you fail to pickup your package from a UPS Access Point, your package will be sent back to us. P lease check your tracking number to view the address of your UPS Access Point. *If you would like us to re-ship your order, you will have to wait for the package to be returned to us. Once it is in our possession, we will re-package your order with fresh cigars and resend it with a re-shipping fee.



My UPS Access Point Location no longer has my package. Can you resend my order?

If you failed to pickup your package within the allotted time and it’s sent back to us, there are two options available. We can refund you for the order, or we can re-ship your order with fresh cigars for a re-shipping fee of $12. *Package must be returned to us before we can process a refund or re-ship.



My tracking number says the package was signed for and delivered, but I did not sign for it, and have not received it. Now what?

If your tracking number indicates that your driver completed delivery and obtained a signature, but you have not received your package, then the package might have been signed for by a neighbor or another resident at your location. Check with others at your address, or perhaps a neighbor, to see if someone else has picked up the package. If you still cannot locate the package, you can submit a claim to UPS so they can begin an investigation. You may also contact us to initiate an investigation claim with UPS, but please understand that we are not liable for lost or stolen packages once they are in the possession of UPS. We require a signature upon delivery with insurance to guarantee that your package arrives to you safely. If a package is lost or stolen during transit, then the trace process investigation will reveal what caused the failed delivery. Once a claim has been made and an investigation has been issued, processing will take an average of 10 days. We are not responsible to refund your order or resend your cigars until after the investigation is completed and UPS has refunded us for the lost product.



I have more questions about shipping that weren't answered here.

If you have additional questions regarding UPS shipping, you can visit the UPS Help and Support Center Or feel free to reach out to us, we're happy to help! *Our response time may be delayed due to high volume. Please be patient, we'll be in touch as soon as possible.



Once my order is shipped, how long will it take for my package to get to me?

Always check your tracking number (in the shipping confirmation sent to your email) for the most up to date information regarding the estimated delivery of your package. For general transit times, please view the UPS Ground Shipping map. *Please allow an extra day on all shipping estimates UPS Ground Shipping Map *Subject to the Tariff/Terms and Conditions of Service, UPS guarantees on-schedule delivery of packages, shipped via UPS's services, that are listed as guaranteed, or will refund your transportation charges. Guaranteed Service is not available in all areas and does not apply to shipments containing a package with an Additional Handling or Large Package surcharge. Scheduled business days and delivery schedules are revised occasionally due to changes in distribution and volume, especially during holiday periods. Service to some remote areas also may require additional delivery days. For current delivery schedules, service availability and information, and a description of the UPS service Guarantee, see the UPS Rate and Service Guide. The most up-to-date transit time details will be available at ups.com/ctc at the time of shipping. Certain commodities and high value shipments may require additional transit time for customs clearance.



How do I track a package?

Once your order is packaged and delivered to UPS by our staff, you will receive a shipping confirmation email from us within 24-48 hours containing your tracking number so you can follow your package during transit. You can click on the link provided in the email to see your tracking information. You can also visit: UPS Tracking Here is how your tracking information will be displayed. Under "Shipment Progress" you can click on "Detailed View" for more info.



I am unhappy with my purchase and would like a refund, return, or exchange.

Please read our Refund Policy and contact us.



Please read our Shipping FAQ before ordering. When you place an order online, you are agreeing to comply with the shipping conditions listed on this page. You must be 21 years or older to purchase.

 

Once a package has left our store and is in the possession of UPS we have no control over how it is handled or delivered by their drivers. All orders are sent with insurance and a signature upon delivery to ensure it arrives safe and in your hands. 

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Scheduled business days and delivery schedules are revised occasionally due to changes in distribution and volume, especially during holiday periods. Service to some remote areas also may require additional delivery days. For current delivery schedules, service availability and information, and a description of the UPS service Guarantee, see the UPS Rate and Service Guide. The most up-to-date transit time details will be available at ups.com/ctc at the time of shipping.

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**We cannot ship products to Utah, South Dakota, or Massachusetts.