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Help & FAQs

Find answers to the most common questions. If you still need more help then contact us via form below or call us at 888-976-6538.

FAQs

Ordering

Can I cancel or change my order?

You can only change or cancel a placed order if it has not shipped out. Please contact sales@tobaccogeneral.com to initiate the request or use the order form below. We must have the request in writing.

What if I want to speak to someone?

We want to speak to you too! Contact us with any questions, concerns, or feedback. We will be sure to get back to you within 48 hours. However, please note that inquiries sent on Fridays will receive a reply the following Monday, but possibly sooner.

Please note, we do not accept orders over the phone.

Why does TobaccoGeneral need to verify my shipping address?

For fraud prevention purposes, if your billing and shipping addresses are different, we must verify your shipping address. The reason we do this is to ensure that both you and us are protected from fraudulent activities. Only you,
as the cardholder, can add an alternate address on file with the bank and/or credit card company; this keeps our fraud rate down and gives you more peace of mind knowing you are purchasing/shopping with a company who has your best
interests in mind.

How will I keep track of my order's progress when Isubmit an order with TobaccoGeneral?

Once an order is shipped you will receive an email notification with a tracking number. You can click on the tracking number and check the status of your shipment.

Do you accept coupons?

We accept coupons issued only by TobaccoGeneral. However, we do not accept competitor’s coupons. You may sign up for our “Newsletter” and receive money saving deals and promotions directly to your email.

Shipping & Processing

How fast will you ship my order?

Typical order processing time for items that are “In Stock” is 24-72 hours during Business hours Monday-Friday, federal holidays are excluded. We strive to provide you the best customer experience and ship your products as fast as possible, but please note that on rare occasions, you may experience some delays in processing and shipping due to order verification process.

What countries do you ship to?

We currently ship only within the United States. We do not ship to the following states:

  • IL
  • AK
  • Vermont
  • Maine
  • South Dakota
  • Utah

How long will it take to receive my order?

Standard shipping normally takes 3-9 business days.

Can I refuse my order?

We are in business of providing the best possible customer experience to our customers. However, we reserve the right to refuse or cancel an order upon our discretion. In case we identify any fraudulent activity or failure to conform to our Terms of Use policy, your order would not be processed.

What if I do not receive my order?

If you do not receive your order within 10 days after being shipped we will start
an investigation on the package with the shipper. USPS will not allow us to
file a claim on the package unless 21 days have passed. If you need your order
before we get a response from the shipper. In the meantime, we recommend placing a claim with us here.

Do you provide free shipping?

Our free shipping policy changes from time to time, so please check back often for our special deals on Free Shipping offers.

Will my order require an Adult Signature?

We do require an Adult Signature upon package delivery for all shipments containing tobacco products. This insures that packages will not be minor’s possession upon delivery.

Do you ship to APOs and FPOs?

We do not ship to APOs and FPOs

Returns and Refunds

How do I return a product?

To return a product please email us at sales@tobaccogeneral.com so we can try and help you out. For further clarification please see our refund policy.

How long will it take to receive my refund?

Refunds are processed within 7 days from when we receive the item(s).

Age Verification

How old do I have to be to place an order on your website?

You must be 21 years of age to place an order on our website. Providing a false declaration under penalties of perjury is a criminal offense.

Do you require identification to confirm my age?

Occasionally, we might request additional information to verify your age.

Can I purchase products on behalf of minor?

Purchasing tobacco products on behalf of minor is prohibited and is punishable by law. We ask you to be responsible and thank you for your cooperation.

Payments

What type of payments do you accept?

We accept all major credit cards and we also accept transactions via PayPal.

Is TobaccoGeneral site secure? What security features are in place to protect my information?

Security is a top priority at TobaccoGeneral. When you submit sensitive information via the website, your information is protected both online and offline. When our registration/order form asks you to enter sensitive information (like your credit card number), that information is encrypted and is protected with the best encryption software currently available in the industry – SSL.

Why was my credit/debit card be declined?

A credit card charge can be declined due to an incorrectly-entered credit card number or expiration date, a daily limit, insufficient credit or other reasons. If the information you submitted was correct, then the reason could be that your bank or credit card company simply did not authorize us to charge the card. In case all of the information entered is correct, please contact our Customer Service department and we will do our best to resolve the issue.

Item resale

Can I resell products purchased from your website?

Reselling tobacco products purchased from TobaccoGeneral’s web site is prohibited.

Still looking for answers?

If the answers you're looking for aren't in our FAQ, please send us an email by completing the form below.