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FAQs

If you have a question about the Monte Pascoal Cigars site or our products, please take a look at our FAQs. We probably have the answer you are looking for... and if not, you can always Contact Us and we will be happy to assist you. Happy shopping on Monte Pascoal Cigars and... happy smoking, Brazilian style!

 

Orders

Which taxes do you charge?

Cigars sold on Monte Pascoal Cigars are subject to Federal excise taxes. Our fulfillment center is located in Pennsylvania, therefore all orders delivered to Pennsylvania residents will also be subject to Pennsylvania sales tax. However, please notice that if you are located in another state you may have to pay a consumption tax for out-of-state online purchases. We encourage you to report and pay any applicable local taxes.

May I change an order after it has been placed?

Normally we do not allow it, and here's why: to ensure the fastest possible service, we immediately forward new orders to our fulfillment center. Chances are, by the time you decide to make a change, the order is already being prepared. However, please Contact Us with us and we will do our best to serve you.

Do you sell tobacco to minors?

No. We cannot by law, and frankly, neither we would want to. Cigars are a premium product to be enjoyed responsibly by discerning adults. In accordance with the law, and with good common sense, we only sell tobacco products to people 21 years of age or older. When you create a new account, you will have to confirm that you are over 21. We reserve the right to verify this information anytime with any lawful means available.

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Payments

Which forms of payment do you accept?

We accept all major credit cards (American Express, Visa, MasterCard, and Discover).

Are payments secure?

Yes. We take security very seriously. All transactions are protected by SSL encryption technology and we never store your financial information. Also, our website is automatically tested every day to protect against security threats.

Why was my card rejected?

Your credit or debit card may have been denied authorization by our payment processor for a number of reasons. First of all, you must ensure that your billing address is entered in our system exactly as it appears on your credit card statement. If your billing address is entered incorrectly, your card might be rejected.

In addition, here are two frequent issues which might have occurred: 1) your card may be expired; 2) you may have reached or exceeded your daily or monthly limit on the card. Of course, it's also possible that there was a technical glitch, either in our system or in the connection to your client. Please check your card and try again.

If the problems persist, please Contact Us for help or select another form of payment.

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Deliveries

When are orders dispatched?

We usually dispatch all orders within the next business day.

Do you offer free shipping?

Yes, we offer free delivery with USPS Priority Mail to the continental USA on all orders of $100 or more. We charge a flat delivery fee of $10 on all orders of less than $100 to be delivered to the continental USA.

Do you offer expedited shipping?

Yes, we offer UPS 3-Day Select and UPS Next Day Air Saver at additional cost for deliveries to the continental USA.

Do you ship internationally?

For most products, we do ship to all countries except to those with US trade sanctions in place. However, delivery to certain countries may be restricted due to licensing agreements, law requirements, or other reasons. For more information, please Contact Us. Please notice that unfortunately we are unable to offer expedited shipping to international customers.

What is your customs policy for international deliveries?

All international orders are shipped DDU (Delivered Duty Unpaid.) This means that we are responsible for shipping charges and insurance up to the agreed-upon destination. You are instead responsible for additional local transportation (if needed) beyond the port-of-entry and for all local custom clearance, customs tariffs, duties, and fees, and similar.

If you are ordering for delivery to any country other than the USA, please be aware that we do not provide any assurances on whether the goods you order can be legally imported into your country. You are strongly advised to check with your customs authority and/or other relevant local government agency before you place an order with us for international delivery.

How long will delivery take?

It obviously depends on the destination and on the shipping option you have chosen. For example, orders shipped using USPS Priority Mail to destinations within the continental USA are usually delivered within 2-4 business days. International delivery times usually are between 6 and 10 business days. Please not that orders shipped during the holiday season or other peak periods, or in case of severe weather, may take longer to be delivered.

My package was returned to you. Now what?

We are sorry you weren't home and the carrier missed you multiple times! Unfortunately, we are not able to reship packages which have been returned to us by the carrier because they couldn't find you or your address. All undelivered packages will be processed as customer-initiated returns, i.e. assuming the goods are intact and fit for resale, we will refund you minus shipping charges and a 15% restocking fee. If the order qualified for free shipping and you chose such option, we will deduct $10 for shipping charges to your refund. Please take this into consideration when selecting your shipping address.

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Returns

Do you accept returns?

Yes, of course. For orders delivered to the U.S. and APO/FPO/DPO we offer an unconditional quality guarantee that allows you to return any product, in its original condition and unopened, within 15 calendar days from the date of shipping. Products which were sold at discounted prices and/or on sale, which have been opened or worn, or which have damaged by you cannot be returned. Also, please notice that all orders to international destinations, as well as gift certificates, are always non-refundable.

How can I make a return?

Returns require a valid RMA to be processed. To create a return request, simply open the My Account section of this website, choose Order History, then Completed Orders. You will then be able to request a return for a specific order, for all items or only some. Once the return has been requested, we will contact you with further instructions on how to return the items to one of our fulfillment centers. Once we have received your return, we will process it and notify you of the outcome. If applicable, we will issue store credit or send you a check for the refunded amount.

Is there a restocking fee?

If your return is due to a mistake on our part (e.g. we shipped the wrong product) we will not apply any restocking fee, and we will pay for the return shipping costs if you use our shipping provider. If the return is due to your unilateral decision (e.g. you ordered the wrong product or changed your mind) we will apply a 15% restocking fee and you will pay for the return shipping costs.

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