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FAQ's

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  • Do you guarantee delivery? Is shipping free?

  • We guarantee delivery, including USA and of course shipping is free on all orders.

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  • No minimum purchase requirement at all?

  • Yes, you are welcome to make a purchase at any size.

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  • Do you guarantee the authencity of Cuban cigars?

  • We 100% guarantee all cigars are authentic.

  • Why the box seal is broken?

  • In order to ensure all products delivered to customers in good conditions, all boxes must be opened for quality inspections. Only the qualified cigars are shipped.

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  • Will the cigars dry out during shipping?

  • All cigars are stored in temperature and humidity controlled warehouse environment. Cigars in boxes are vacuum packed prior shipping and singles are packed in humidor bags, the packaging is made to maintain the cigars in optimal condition up to 6 months.

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  • What about taxes & duties?

  • Each country has its own legislations for importation of tobaccos products and customers are responsible for the laws and fees that may be applied. We recommend you to contact your local authority for details of the laws.

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  • What payment methods do you accept?

  • We are pleased to offer different payment methods for your choice. We accept Visa, MasterCard, JCB, American Express, PayPal, AliPay, direct deposit and telegraphic transfer. All prices are in US dollar.

    Credit Card

    We accept Visa, MasterCard, JCB and American Express card. In addition to the credit card information, you also need to enter a CVV/CVC security code.

    As a security measure, the maximum limit per credit card transaction is US$2,000. If your order is over US$2,000, we will split the payment into a number of transactions.
    PayPal

    PayPal is the safer, easier way to pay and get paid online. The service allows anyone to pay in any way they prefer, including through credit cards, bank accounts, buyer credit or account balances, without sharing financial information. For details please visit the PayPal (www.paypal.com) official website.
    AliPay - for customers from China

    AliPay is China’s leading online payment service. It enables individuals and businesses to securely and easily send and receive payments online using credit card or bank account. To make a payment through AliPay, you first need to open an account with AliPay (www.alipay.com).
    Direct Deposit

    Please deposit the exact amount of money in USD to the following bank account. Stating the order number on the deposit slip and email or fax it to +(852) 2116 1903. Order number is available on the Order Acknowledgement email that we sent you.

    Merchant Name: Supernet Enterprises Hong Kong Ltd.
    Bank Name: ABN AMRO Bank
    Account No.: 6844057

    If payment is not received within 3 working days, the order will be cancelled and we will inform you by email.
    Telegraphic Transfer

    Please transfer the exact amount of money in USD to the following bank account. Customer is responsible for any telegraphic transfer and transaction fees.

    Please state your order number on the telegraphic transfer copy and email or fax it to +(852) 2116 1903. Order number is available on the Order Acknowledgement email that we sent you.

    Merchant Name: Supernet Enterprises Hong Kong Ltd.
    Bank Name: ABN AMRO Bank (Swift Code: ABNAHKHH)
    Account No.: 008-784-6844057

    If payment is not received within 3 working days, the order will be cancelled and we will inform you by email.

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  • Do I need to be a member to order with Cigarjet.com?

  • Registering as a member is required. To register, all you need to provide is your name, email address, and a password of your choice. You can fill out the rest of your account information at your leisure. Once registered, you will receive an account activation email.

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  • Is my order successful?

  • When you have successfully placed an order, we will send you an Order Acknowledgement email with an order number. If you have not received this email, please contact us and we will resend you another copy.

    The order and payment details are shown on the email for your reference and actions. Alternatively, you may also visit My Profile page to check on the details of your order.

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  • What does the order status mean?

  • Verifying payment

    Waiting for payment to be verified.
    Waiting for payment

    Waiting for payment to be made or waiting to receive copy of telegraphic transfer or direct deposit.
    Pending

    Order is pending due to issues other than payment, we will contact you by email with more details.
    Payment verified

    Payment is successfully verified and will be dispatched on the same or next business day.
    Dispatched

    Order is dispatched, online parcel tracking is available on Your Profile.
    Partial shipment - dispatched

    One part of the order is dispatched and the other part will be dispatch on the next business day.
    Cancelled

    Order is cancelled, reason of cancellation is sent to you by email.
    Returns & exchange

    Returns & exchange is in progress.
    Replacement

    Replacement is in progress.
    Refund

    Order is refunded or partially refunded.

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  • When can I expect my order to be dispatched?

  • We aim to dispatch your order the soonest possible. Orders can be dispatched on the same day or next business day after payment is verified. Please see hereafter for the time required to verify payments.

    Credit Card

    Credit card will be charged only when the order is ready to be dispatched. Orders are processed in 1 - 2 business day(s).
    PayPal

    Order is dispatched on the same or next business day after payment is verified. Verification time required is 1 business day.
    AliPay

    Order is dispatched on the same or next business day after payment is verified. Verification time required is 1 to 3 business day(s).
    Direct Deposit / Telegraphic Transfer

    Order is dispatched on the same or next business day after payment is verified. Verification time required is 1 to 3 business day(s).

    Operating hours are 9am - 6pm Monday to Friday, except public holidays for Hong Kong. Orders received during the closed days are usually processed on the next business day.


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  • Is my order dispatched?

  • We will send you an Order Dispatched email to notice you that your order has been dispatched. Please note that the order may be adjusted due to stock availability.

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  • Why my order is partially shipped?

  • We want customers to receive their orders fast and trouble free, we prefer to limit the quantity of product shipped per package to some destinations. In the usual case, the remaining part of the order will be shipped on the next business day. Please logon to My Profile for details.

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  • What shipping methods do you use?

  • Free shipping is offered to all orders. We use the HongkongPost as our delivery company. Orders over US$100 are shipped with Express Mail Service (EMS) and others are shipped with registered post.

    The delivery standard for EMS and registered post is 2 to 5 and 10 to 14 business days respectively.

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  • When will the order be delivered?

  • The delivery time required for EMS and registered post is 2 to 5 and 10 to 14 business days respectively.

    Delivery time may be delayed in case of Customs inspections.

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  • How can I track my order?

  • Online parcel tracking service is available once the order had been dispatched. Kindly logon to My Profile to view the details.

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  • What happen if the order is changed after it is paid?

  • Credit Card

    Your credit card is not charged until the order is dispatched, so only the final amount is charged on the credit card. In case changes are made after the payment is made, we can process a refund to your credit card.
    PayPal

    We can send the overpaid amount to your PayPal account or will offer you a credit on your next purchase.
    AliPay / Direct Deposit / Telegraphic Transfer

    Any overpaid amount will be will be refunded by offering you a credit on your next purchase.

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  • Can I change my order?

  • Orders are usually dispatched on the next business day, if you wish to change your order, please contact us as soon as possible. Order cannot be changed when the order status is Payment Verified.

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  • Can I cancel my order?

  • Orders are usually dispatched on the next business day, if you wish to cancel your order, please contact us as soon as possible. Order cannot be cancelled when the order status is Payment Verified.

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  • What happen if I received wrong or damaged products?

  • While we make our best efforts to deliver products to you in a perfect condition, the product may be damaged during delivery. Should this happen please return the damaged or misplaced items by simply following our Return Procedures within 30 days of receipt of the order (based on delivery record) and get a free replacement.

    The return shipping fee will be reimbursed by offering you a credit on your next purchase.

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  • What if I am not satisfied with my order?

  • We offer a 30-day Money Back Guarantee. For any reasons you are unsatisfied with our products, please contact us and you are welcome to return the product for replacements or refund.

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  • What are the return procedures?

  • The steps are simple.

    Step 1

    Contact us with your order number.
    Step 2

    Pack the return items together with our acknowledgement email and mail to the following address

    Returns & exchange
    P.O. Box No. 60246 Tsat Tsz Mui Post Office HONG KONG
    Step 3

    We will contact you upon receipt of the returned parcel.