Shipping & Returns
Effective date: October 30, 2025
This policy applies to orders placed on us.egmcigars.com, operated by Chaveta North America Inc (“EGM Cigars”, “we”, “us”, “our”). For support, email info@egmcigars.com.
Age Restriction (U.S. 21+): We do not sell to persons under 21. By ordering, you confirm you are of legal age and consent to age verification. Adult Signature (21+) may be required upon delivery where applicable.
1) Shipping
Where we ship
- We currently ship within the United States where permitted by law.
- We do not ship to P.O. Boxes or APO/FPO/DPO.
- We do not sell Cuban cigars.
Dispatch (Processing) Times
- Orders usually dispatch within 2–4 business days after order confirmation (Mon–Fri, excluding U.S. holidays).
- During launches, promotions, or severe weather, processing may take longer.
Delivery Times (after dispatch)
- Approx. 2–7 business days within the U.S. (non-binding; carrier/locale dependent).
Carriers, Tracking & Confirmation
- All parcels include tracking. You’ll receive a tracking email when your order has shipped.
- Carrier and service level are chosen at our discretion based on destination and compliance.
Address Changes & Order Edits
- If you need to correct your address or cancel, email info@egmcigars.com within 24 hours of purchase (see “Cancellations” below). Once an order is being fulfilled or has shipped, changes aren’t guaranteed.
Delivery Issues
- Damaged on arrival: Email us within 5 days of delivery with your order number, description, and clear photos of the outer box, shipping label, and items. Keep all packaging during review.
- Lost in transit / no movement: If tracking shows no update for a prolonged period, contact us so we can open a carrier investigation.
- Marked “delivered” but not received: If a carrier marks an order delivered, loss/theft at the destination is outside our control. Please ship to a secure address whenever possible.
Undeliverable or Refused Shipments
- If a shipment is returned to us in good condition for reasons not caused by you, an administrative fee of 21% may apply to cover handling and carrier charges. Additional shipping fees are non-refundable.
2) Returns, Refunds & Complaints (RMA Required)
Return Authorization (RMA)
- Contact info@egmcigars.com within 5 days of delivery to request a Return Merchandise Authorization (RMA).
- Returns without an approved RMA may be refused.
Tobacco Products (Cigars)
- To protect product integrity and for compliance reasons, cigars are generally final sale.
- We will assist where there is a manufacturing defect at delivery or a fulfilment error (e.g., wrong item shipped).
- For any cigar returns approved via RMA, original bands/tubes/cellophane must remain intact. Taste preference alone is not considered a defect.
Accessories & Non-Tobacco Items
- Eligible for return with RMA if requested within 5 days of delivery, unused, and in original packaging with all inserts.
- Unless we made an error, return shipping is the customer’s responsibility. Use a trackable service.
- Outcomes & Inspection
- After inspection, we will replace, credit, or refund per our assessment.
- If products are returned in good condition after a failed delivery not caused by you, an administrative fee of 21% may apply. Original shipping is non-refundable.
- Return Address
EGM Cigars — Returns Center
3379 Day Ave, Miami, FL 33133, USA
Include your RMA number inside the parcel and on the label where possible.
Complaints Window
- Email info@egmcigars.com with your order number, description, and photos. We acknowledge within 1 business day and aim to resolve within 5 business days.
3) Cancellations & Order Recall
- You may cancel within 24 hours of purchase by emailing info@egmcigars.com. Requests via social media/chat aren’t accepted.
- If the order has already been fulfilled or the 24-hour window has passed, we’ll attempt a recall/return where possible. Upon safe return, a 23% restocking fee applies. Original shipping and carrier return charges are non-refundable.
4) Legal & Compliance
- We comply with applicable federal, state, and local regulations regarding the sale and shipment of tobacco products.
- We reserve the right to limit, refuse, or cancel any order at our discretion (e.g., availability, verification results, compliance checks).
- Governing Law: This policy is governed by the laws of the State of Florida; venue is Miami-Dade County, Florida, as set out in our Terms & Conditions.
5) Contact
For shipping questions, cancellations, RMAs, or complaints, email info@egmcigars.com.
Please include: Order Number, Full Name, and Photos (for damage/defect claims).
Note: This Shipping & Returns policy forms part of, and should be read alongside, our Terms & Conditions and Privacy Policy published on us.egmcigars.com. We may update this policy at any time; the version on this page applies to current orders.