Returns & Refunds

Cigars are perishable and federally regulated, so our return policy works differently than most online retailers. Here is what you need to know.

All sales are final

Because tobacco is perishable and regulated, all cigar purchases are final. We cannot accept returns on products that have been opened or used. Once a sealed product ships, we cannot resell it -- so under normal circumstances, we cannot take it back.

Damaged or incorrect orders

We stand behind every order that leaves our facility. If something goes wrong in transit, we make it right. We offer a full refund or replacement for orders that arrive:

• Damaged in transit -- cigars broken, wrappers cracked, or packaging crushed during shipping
• Incorrect items -- wrong product, wrong quantity, or items that do not match what was listed on the site at the time of purchase

How to report an issue

If your order arrives damaged or incorrect:

1. Contact us within 7 days of delivery at info@pioneercigars.com
2. Include your order number and clear photos showing the damage or incorrect items
3. We will respond within 2 business days with your options -- replacement shipment or full refund, your choice

The 7-day window helps us work with our carriers to investigate and resolve claims. Hold on to damaged packaging until your claim is settled.

Refund processing

Once approved, refunds go back to your original payment method (PayPal) within 5-10 business days. You will get an email when the refund is processed. Depending on your bank or payment provider, it may take a few additional days for the credit to show on your statement.

Order cancellations

Changed your mind? If your order has not shipped yet, we can cancel it for a full refund. Reach out as soon as possible at info@pioneercigars.com or call 503-383-9613. We process orders quickly, so the sooner you contact us, the better the chance of catching it before it ships.

Once an order is with the carrier, we cannot cancel or recall it.

Contact us

Questions about returns or refunds? We are here.

• Email: info@pioneercigars.com
• Phone: 503-383-9613