7120 SW 47th Street Miami, FL 33155
United States of America

We’re open Monday – Friday, 8 a.m. – 7:30 p.m. EST

Frequently Asked Questions

Please read our FAQ before sending us a message.

How do I contact Customer Care?

We are happy to answer your questions around products, orders or any other inquiries relating to durancigars.com. You can contact us via the following channels.

By Phone: +1 (786) 391-4563

Our customer care agents are available Monday – Friday from 10AM – 5PM EST.

By Email: customercare@durancigars.com

Email inquiries will be answered within 24 hours from Monday – Friday or on the next business day.

What is the status of my order?

Once you have placed an order on durancigars.com you will be able to track progress on the Order History page in the My Account section. There you will be able to review all of your current and past orders.

The Order Status will show one of the following values:

  • Processing: your order has been received and we are preparing it for shipment
  • Shipped: the order has left our warehouse and you will have received a shipping confirmation via email including a UPS tracking number
  • Delivered: according to our information the order has been delivered to its final destination
  • Cancelled: the order has been cancelled by a customer care agent and you will have received either a confirmation via email or both a verbal confirmation by customer care and an email

Once you have received our Shipping Confirmation email you will be able to track the delivery status of your order via the UPS tracking number that’s available in the email as well as the Order History and Order Details Page.

How do you ensure that my Cigars stay fresh?

We pride ourselves in delivering the highest quality in premium cigars ‘from crop to shop’. From our tobacco fields and factories in Nicaragua and Ecuador to our warehouse and distribution facility in Florida, we apply state-of-the art humidification technology to ensure our cigars are always in perfect condition.

What are your Shipping Policies?

We process and ship orders Monday-Friday until 3pm EST. We do not ship or process orders on Saturday, Sunday and federal holidays. Orders received outside of our shipping hours will be processed and shipped on the following business day.

Shipping Methods, timing and pricing.

All orders are shipped via UPS. Availability of certain services may be restricted for some shipping addresses.

Delivery times below are averages. Estimated delivery dates shown during the ordering process stated are real-time estimates from UPS based on the shipping destination (ZIP or street address) and the selected service. Estimated delivery dates are not guaranteed and subject to carrier terms & conditions.

Delivery times are based on the Shipping Hours and are subject to payment approval.

Fees include shipping & handling cost and may be subject to Tax.

Destinations and Restrictions

We ship to the contiguous United States, Alaska and Hawaii. We currently do not ship to PO Boxes, APO/FPO addresses, and US Territories.

Due to federal and state legislation not all products may be available in all states.

Cigarillos may not ship to the following states:

  • California
  • Connecticut
  • Iowa
  • Massachusetts
  • New Hampshire
  • Oregon

In order to comply with such legislation any restricted products will be removed from your shopping cart during check-out or an alternative shipping address must be provided.

Do you collect Tax?

Items sold on durancigars.com and shipped to destinations in the following states are subject to tax:

  •  Florida

Outside of these states the purchaser is responsible for remitting any additional taxes to the appropriate taxing authority.

If an item is subject to tax in the state to which the order is shipped, tax is generally calculated on the total selling price of each individual item. In accordance with state tax laws, the total selling price of an item will generally include item-level shipping and handling charges, item-level discounts, and an allocation of order-level shipping and handling charges and order-level discounts.

Factors can change between the time you place an order and the time of credit card charge authorization, which could affect the calculation of sales taxes. The amount appearing in your shopping cart as ‘Estimated Tax’ may differ from the sales taxes ultimately charged.

How do you ensure Data Security & Privacy?

durancigars.com is committed to protecting your private information. To help safeguard against unauthorized access to your personal information and to ensure that your information is used appropriately, we have put in place systems and procedures to secure the information we collect online.

We protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts the information you input. This industry standard encrypts all of your information, including credit card numbers, so that it cannot be read by others as the information is exchanged via the internet.

Additionally, it is important for you to protect against unauthorized access to your password and to your computer. If you use a shared computer, be sure to sign off and close all browsers when you are finished.

Send us an email

Email inquiries will be answered within 24 hours from Monday – Friday or on the next business day.