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Customer Service


My Account
Create a account and enjoy the benefits of a personalized shopping experience. With a account, you may place orders, create wish lists, check the status of your recent orders and much more. My Account link is always conveniently located on top of any page.

Special Offers & Promotional codes

We are trying to provide you the best customer experience and most importantly save you money in the process. Therefore, we provide you a great opportunity to receive our special offers and promotional codes by email. Our special offers are sent only to customers who grant permission to receive such information. To honor the privacy to our users, we offer the option not to receive these types of communication. If you wish to receive money saving coupons and information on our new products, please sign up to our Newsletter.


Our registered customers enjoy the unique opportunity to save money and be the first ones to find out about our new products and services. If you wish to sign up, please visit Newsletter link to subscribe for our email updates on the exciting deals, promotions and new products. Please note, that we respect your privacy and will never share your personal information with any third parties. You can also Unsubscribe at any time.

Wish List

Plan ahead and organize with our Wish List feature accessible for registered users by clicking on My Account link. Wish List lets you keep track of the products you are interested in and wish to purchase at your convenience. You may click on Add to Wish List button on a product you wish to purchase at a later time and we will save the product until you come back to our site and ready to make the purchase. Please note that this feature is only available to our registered members, so please register for an account by visting My Account page if you wish to use this feature.

Contact Us

Our customer service representatives are always happy to assist you with any questions you may have. Please find our contact information on the Contact Us page.

You may also find many answers to most common questions on our FAQ page.

Checking Order Status
Current status of your order can be checked by clicking on the My Account or Order Status links which may always be found at the top of the page.

As we strive to provide the best shopping experience, we would greatly appreciate your feedback. We appreciate your business and ask to share your feedback with use by emailing us:


Shipping & Processing

Shipping Methods

All of our packages are shipped using Federal Express, UPS, USPS or via a local carrier. If available from the carrier, we will provide a tracking number for your order.

Shipping Zones

We accept orders and ship to the entire continental United States. If you are ordering outside of the continental United States (Alaska or Hawaii) please contact us prior to placing your order for additional payment and shipping information.
Tobacco orders are not accepted from Oregon at this moment.

Shipping to AFO/FPO

At this time we do not offer shipping to AFO/FPO destinations.

International Shipping

At this time we do not accept international orders.

Shipping & Handling Costs

Shipping & Handling costs are calculated based on your location as well as product’s weight, dimensions and quantities. We may also offer a flat rate shipping. Final shipping options and costs are displayed during checkout.

Free Shipping & Specials

Periodically, we offer free shipping to our customers. Please check our website often for special offers and coupons. You may also subscribe to our Newsletter to receive notifications about our specials on email.

Order Processing

Processing times vary by product, but typical processing times for products “In Stock” are 24-48 hours. We always do our best to package and ship products as soon as we can, so your orders can get to you as fast as possible. We will provide a tracking number for your order if available from the carrier.



Return Policy

We want you to be completely satisfied with your purchase. If for any reason, you are dissatisfied with a product purchased from our site, we ask you to please contact our customer service department as soon as possible and we will do everything in our power to resolve the issue.

If your package has arrived damaged please contact us as soon as possible, but no later than 48 hours after delivery, so we can claim this to the carrier. In this case the new package will be shipped to you as soon as possible free of charge.

In case a received product is defective please contact us as soon as possible, but no later than 5 days after delivery. We will replace the item at no cost to you if we receive the defective item in its original packaging.

Most products can be returned for either a Refund or Replacement for the same item. All refunds are subject to 15% restocking fee.

If you wish to return a purchased product to us, in order to make your return simple and prompt, we ask you to please follow these easy instructions:

  • Contact our Customer Service representative. Please follow this link to “Contact Us” information.
  • Request RMA (Return Merchandise Authorization)
  • Buyer is responsible for the returned shipping charges
  • Send item(s) back to TobaccoGeneral. Please make sure that RMA is clearly displayed on the package’s box. We recommend using a courier who provides package tracking and basic insurance coverage.
  • RMA Received
  • You’ll receive an email once your shipment is received at our RMA facility.
  • You’ll receive another email once your package has been opened and your RMA has been reviewed & approved. It usually takes 2-5 business days from the time we receive your shipment to review and approve your RMA.
  • RMA Approved
  • If you requested a Replacement, a new order will be generated once your RMA is approved. You’ll receive standard email updates for the replacement order, just as you would for a newly placed TobaccoGeneral order.
  • If you requested a Refund, a credit memo will be generated once your RMA is approved. You can expect the refund amount to be credited to your original payment method 3-5 business days later. The turnaround time for Refunds often depends on your bank’s policies for making the funds available to you.
  • The overall turnaround time for a return is about 5-8 business days from the time we receive the shipment; (that is, 2-5 business days for RMA processing and 2-3 business days to expedite your refund or replacement).

Cancellation Policy

If for any reason, you need to cancel your order, we ask you to contact our customer service representative as soon as possible. Please note that you may only cancel orders that haven’t been processed for shipment. We will not be able to cancel your order or issue a refund in case your order had been shipped out.

Out-of-Stock (Back-Order) Products

If TobbaccoGeneral no longer carries an item that is sent in for replacement, or if that item is simply out of stock, the item will be sent to our Back-Order RMA Department. You will be notified via email of two options: 1) TobaccoGeneral can send you a comparable replacement item, or 2) TobbaccoGeneral can issue you a refund at the current market value of the product. A current-market-value refund may not exceed the original invoice price. If the item is returned within 30 days of the original invoice date, a full refund will be issued.

Privacy Policy

We respect your privacy and that is why your information is never shared with third parties. We never keep your credit card numbers. Every order is getting processed by accredited and verified merchant account. Please refer to our Privacy Notice for more details.

Terms of Use

This site must be viewed only by people of 21 years of age or older. Please refer to our Terms of Use policy for more details.



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