How do I contact Customer Care?

We are happy to answer your questions around products, orders or any other inquiries relating to davidoffgeneva.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 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.

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.

UPS Service

Delivery Times

Prices

UPS Ground

1-6 Business Days

$9.99

UPS 3 Day Select

3 Business Days

$24.99

UPS Next Day Air

1 Business Day

$69.99

DESTINATIONS & 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.

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 durancigars.com 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?

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.

What is your return policy?

If you are not satisfied with your purchase, you may request a return via email, stating the item concerned, quantity to be returned and a short comment as to why you are returning.

The following policies apply…

CIGARS, CIGARILLOS & PIPE TOBACCO

  • Return request needs to be submitted within 7 days of delivery date

  • Product was damaged or the wrong product was shipped

Once submitted a customer care agent will review your return request and contact you within 24 hours. If approved  a Return Merchandise Authorization Number (RMA#) will be issued. The RMA# needs to be included with the returned merchandise for processing.

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 durancigars.com cannot be returned to a any partner retail store. Items purchased in a partner retail store cannot be returned on durancigars.com.