Help & FAQs

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.

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.

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.

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.

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.

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.

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

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

Standard shipping normally takes 3-9 business days. Shipping days start counting from the time of acceptance scan by the carrier.

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.

If you do not receive your order within 10 days after being shipped we will start
an investigation on the package with the shipper. If you need your order before we get a response from the shipper then please submit a new order. In the meantime, we recommend placing a claim with us here.

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

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.

We do not ship to APOs and FPOs

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.

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

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.

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

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.

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

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.

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.

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