How do I contact Customer Care?

We are happy to answer your questions around products, orders or any other inquiries relating to 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:
Email inquiries will be answered within 24 hours from Monday – Friday or on the next business day.

Address (Corporate Headquarters)
7120 SW 47th Street Miami, FL 33155 – United States of America

What is the status of my order?

Once you have placed an order on you will be able to track progress on the Orders Section 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.
  • Completed: the order has left our warehouse and you will have received a shipping confirmation via email including a UPS tracking number.
  • 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 Sections and Order Details Page.

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 bank holidays. Orders received outside of our shipping hours will be processed and shipped on the following business day.


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.

UPS Service

Delivery Times


UPS Ground

1-6 Business Days


UPS 3 Day Select

3 Business Days


UPS Next Day Air

1 Business Day



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

Free shipping rules

Orders with an order value of $100 or more before taxes and any other fees are eligible for UPS Ground Shipping at $0. UPS Ground Shipping may not be available to all destinations, see checkout for availability.

Do you collect Tax?

Items sold on and shipped to destinations in the following state is 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? 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.

What is your return policy?

At Duran Cigars, we are very proud of the high quality of our cigars and we endlessly work towards the improvement and maintenance of such quality. Nonetheless, if you are not satisfied with your purchase, please follow our guidelines:

Return Policy Guidelines:

  • All return requests must be submitted within 7 days of the delivery date. The return request must be submitted via email to

    In the email please state the item to be returned, quantity and reason for the return. Include contact information and preferred phone number.

  • Once return request has been submitted, our customer care agent will review your request and contact you within 24 hours. If approved, a Return Merchandise Authorization Number (RMA#) will be issued.
  • Be sure when packaging your return pack, all products must be unused and shipped back in the original boxes when possible. Cigars must be returned in sellable condition; no cut or partially smoked cigars. All promotional items must be returned in their original box along with cigars or you will be charged the current selling price of those items.
  • Include your Return Merchandise Authorization Number (RMA#) with your return.
  • Send the product via USPS, UPS or FedEx to our address:

    Duran Cigars
    7120 SW 47 TH Street, Miami FL 33155
    Attn: Customer Service-Returned package
  • Your credit card will be credited once the product is received and processed at our return center. All products received must be unused and shipped back in the original boxes when possible. All paperwork, parts and accessories must be included to receive credit.
  • Items purchased on cannot be returned to any partner retail store. Items purchased in a partner retail store cannot be returned on You can always contact our customer service department +1 (786) 391-4563. Our customer care agents are available Monday – Friday from 10AM – 5PM EST or email us at