Frequently Asked Questions
What products does Cigavero sell?
Cigavero offers a selection of cigarettes from China, Japan, South Korea, and other international markets.
Our selection includes domestic-market products and selected international brands, subject to availability.
Product availability may change depending on warehouse inventory and sourcing.
Does Cigavero sell authentic products?
We focus on sourcing authentic cigarette products from their respective markets.
Product packaging, specifications, labeling, and availability may vary between countries and regions.
Customers should carefully review the product description before placing an order.
Where are Cigavero products shipped from?
Depending on the product and destination, orders may be fulfilled from warehouses in:
- United States
- Mainland China
- Japan
- South Korea
The actual fulfillment location depends on product availability, destination, and applicable shipping requirements.
Do you offer free shipping?
Yes.
We offer free shipping on eligible orders.
Eligible U.S. orders may be shipped through UPS or USPS.
International orders may be shipped from Mainland China, Japan, or South Korea using available international shipping services.
Customers may still be responsible for applicable taxes, duties, customs charges, or import requirements imposed by their destination country.
What payment methods do you accept?
We currently accept payment through PayPal.
For eligible customers in the United States, Zelle may also be available.
After placing your order, please contact:
We will provide payment instructions and, where applicable, send a PayPal invoice.
How do I pay with PayPal?
After placing your order, email us at sales@cigavero.com and provide the email address associated with your PayPal account.
We will review your order and send a PayPal invoice for the order amount.
We may also contact you proactively regarding payment.
Do you accept credit cards directly?
Currently, payments are generally processed through PayPal rather than directly through Cigavero’s website.
If you have questions about payment options, please contact us before completing your order.
How long does shipping take within the United States?
Eligible U.S. orders shipped from our U.S. warehouses generally take approximately:
3–5 business days
This is an estimate only and does not include weekends or public holidays.
How long does international shipping take?
Estimated delivery times depend on the shipping origin and destination.
Orders shipped from Mainland China generally take approximately:
10–15 business days
Orders shipped from Japan or South Korea generally take approximately:
7–10 business days
These are estimates and are not guaranteed.
Will I receive tracking information?
Yes.
Tracking information will be provided when available after your order has been dispatched.
International tracking may update at different stages of transportation, particularly after the package reaches the destination country.
What happens after my order is placed?
After you place an order, we review:
- Your order details
- Product availability
- Shipping information
- Contact information
- Payment status
Once the order is confirmed and payment is completed, we prepare and discreetly package the order and arrange shipment from the appropriate warehouse.
Tracking information will be provided after dispatch when available.
Can I cancel my order?
Please contact us immediately if you need to request a cancellation.
Cancellation can only be considered if the order has not yet entered fulfillment or shipment.
Once an order has been processed or dispatched, it cannot be cancelled, subject to any rights that cannot legally be excluded.
Can I get a refund if I change my mind?
Generally, no.
Once an order has been processed and shipped, payments are generally non-refundable.
This includes situations where a customer changes their mind, orders the wrong product, no longer wants the order, or does not wish to wait for delivery.
Any rights that cannot legally be excluded remain unaffected.
Can I return tobacco products?
Generally, no.
Due to the nature of tobacco products, we do not generally accept returns after an order has been shipped or delivered.
Please contact us before returning anything.
What if my package says “Delivered” but I cannot find it?
If the carrier tracking system shows that the package was delivered, please contact the carrier immediately.
Also check:
- Your mailbox
- Front door
- Building reception
- Mailroom
- Household members
- Family members
- Friends
- Neighbors
- Coworkers
The carrier may also provide additional delivery information.
What if someone else received my package?
Please check with household members, family members, friends, neighbors, coworkers, building management, or other people who may have accepted the package.
If tracking shows successful delivery, the order is generally considered completed from Cigavero’s fulfillment perspective.
What if I entered the wrong address?
Customers are responsible for providing an accurate and complete shipping address.
If an incorrect or incomplete address causes a delivery problem, delay, or return, Cigavero may not be responsible for the resulting costs or delay.
Contact us as soon as possible if you notice an address error.
What if my package is delayed by customs?
International shipments may be delayed by customs inspection or clearance procedures.
Cigavero does not control customs authorities or local customs processing times.
Estimated delivery times therefore cannot be guaranteed.
Do I have to pay customs duties or import taxes?
Depending on your destination, tobacco products may be subject to customs duties, taxes, import restrictions, or other charges.
Customers are responsible for understanding and complying with the laws applicable to their location.
Is the packaging discreet?
Yes.
Orders are packed in plain and discreet outer packaging without unnecessary product information displayed on the outside.
However, customs authorities and authorized carriers may inspect packages where permitted or required by law.
Do you ship internationally?
We offer international shipping to eligible destinations, subject to product availability, carrier availability, destination restrictions, and applicable laws and regulations.
Some products or destinations may not be eligible for international shipping.
Can I order if tobacco products are restricted in my country?
Customers are responsible for determining whether they may legally purchase, receive, possess, or import tobacco products in their location.
Cigavero does not encourage customers to violate local laws or import restrictions.
What if my order is refused or returned?
If a package is refused, unclaimed, or returned because of an incorrect address, failure to collect the package, refusal of delivery, customs issues, or other circumstances attributable to the customer, the order does not automatically qualify for a refund.
Please contact us if this occurs so we can review the shipment status.
What happens if I file a chargeback?
If you have a genuine issue with an order, please contact us first.
For payment disputes, we may provide relevant order, payment, shipping, tracking, and delivery records to the payment provider or financial institution.
Fraudulent payment disputes, intentionally false delivery claims, and abusive chargebacks may result in further action where permitted by applicable law.
How do I contact Cigavero?
For order, payment, shipping, or customer service questions, please email:
When contacting us about an existing order, please include your order number and the email address used when placing the order.