Support
Frequently Asked Questions
Quick answers to the most common questions. Can't find what you need? Contact us and we'll get back to you within 1 business day.
Ordering & Shipping
How long does shipping take?
Standard orders ship within 1–2 business days and arrive in 3–7 business days via UPS Ground. Expedited 2-day shipping is available at checkout. During summer months we strongly recommend 2-day to protect wrapper integrity.
Do you offer free shipping?
Yes — orders over $149 ship free (standard UPS Ground). Orders under $149 have flat-rate shipping of $9.99.
Which states do you ship to?
We ship to most US states. Some states have specific restrictions on tobacco shipping, including regulations under the PACT Act. If your state is restricted, you'll be notified before completing your order. We cannot ship internationally at this time.
Can I track my order?
Yes. You'll receive a UPS tracking number via email as soon as your order ships. You can also view your order status and tracking from your account dashboard.
Do you ship to P.O. boxes?
Unfortunately, UPS does not deliver to P.O. boxes. All orders require a valid street address.
What about summer heat and cold weather?
We monitor weather during transit and may hold orders during extreme heat or cold to prevent damage. During summer, we strongly recommend UPS 2-Day shipping. Every order includes a Boveda humidity pack to maintain freshness.
Products & Freshness
Are your cigars fresh?
Yes. All cigars are stored in our climate-controlled humidor at 68–72°F and 65–70% relative humidity. Every shipment includes a Boveda humidity pack. We guarantee your cigars arrive in perfect smoking condition.
How are cigars packaged for shipping?
Cigars are wrapped in cellophane (when applicable), placed in a humidor bag with a Boveda pack, and shipped in a double-walled box. Loose cigars are individually protected. We've spent a lot of time getting the packaging right.
What if a cigar arrives damaged?
Contact us within 7 days of delivery with photos and we'll reship at no charge. No questions asked — we stand behind our freshness guarantee.
Are all cigars in stock?
Inventory levels are updated in real-time. If a product shows as available, it's in stock in our humidor. Products showing 'Sold Out' can be backordered or added to a restock notification list.
PYRE Club
What is the PYRE Club?
The PYRE Club is our cigar of the month subscription. We curate a fresh selection of premium cigars every month based on your preferences. Three tiers: Ember (3 cigars, $29/mo), Blaze (5 cigars, $49/mo), and Inferno (8 cigars including 1 limited/collector-tier, $79/mo).
When do PYRE Club boxes ship?
All club boxes ship between the 1st and 5th of each month. You'll receive a tracking number by email as soon as your box ships.
Can I skip or pause a month?
Yes — log into your account and skip any upcoming month before the 25th of the prior month. No fees, no penalty.
Can I cancel anytime?
Yes. Cancel before the 25th of the month and you won't be billed for the next shipment. No cancellation fees.
Can I change my tier?
Yes — upgrade or downgrade your tier anytime from your account dashboard. Changes take effect on your next billing cycle.
Do club members get discounts on the shop?
Yes. Ember members get 5% off all shop orders, Blaze members get 10%, and Inferno members get 15%. Discounts apply automatically at checkout when you're logged in.
Returns & Refunds
What's your return policy?
Due to the perishable nature of tobacco products, we cannot accept returns on opened cigars. However, if cigars arrive damaged, stale, or not as described, we'll reship or refund — no questions asked.
What if I'm not satisfied with my purchase?
We want every smoke to be exactly what you expected. If you're genuinely disappointed with a product (not just a personal preference mismatch), contact us and we'll work something out.
How long does a refund take?
Once approved, refunds are processed within 2 business days and typically appear on your statement within 5–7 business days depending on your bank.
Account & Payments
Do I need an account to order?
No — guest checkout is available. However, an account lets you track orders, manage your PYRE Club subscription, view order history, and access member discounts.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover). Age verification is required at checkout — all purchasers must be 21 or older.
Is checkout secure?
Yes. All transactions are processed with 256-bit SSL encryption. We never store your full card number.
Do you charge tobacco tax?
State tobacco taxes are applied at checkout based on your shipping destination. These are displayed as a separate line item before you complete payment.
Age Verification
Why do you require age verification?
Federal law requires all tobacco retailers to verify that purchasers are 21 years of age or older. Age verification is required before completing any purchase.
How does age verification work?
We collect your date of birth on first visit and verify your age at checkout. We comply with all applicable tobacco age verification laws including PACT Act requirements.
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