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Frequently Asked Questions

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express, and Discover). We do not accept checks, however you may purchase a Visa/Mastercard Gift card that can be used just like a credit card at our store.

How is my order packed, do you ship discreetly?

We respect your privacy, all products are packaged in a plain brown box with a return label of BnB Enterprise LLC.

Do you ship to APOs and FPOs?

We proudly ship to APO's and FPO's. Please be aware shipping time can be extended for APO's and FPO's and we cannot guarantee delivery and timeliness. Unfortunately, these orders are not eligible for Free Shipping.

Do you ship to other countries outside the U.S.?

We proudly ship to most countries outside the U.S through our partner Bongo International. Kindly place what you would like into your shopping cart then select International from the "Billing Address Type" list. Once you fill out all the necessary details, you will be redirected to Bongo International to complete your checkout and payment.

Upon completion of your order, Bongo will charge your credit card for the entire purchase and then re-purchase those items from our site on your behalf. We will ship the goods to Bongo's Global Distribution Facility and they will be forwarded to your international address.

NOTE: All payment, shipping, or return requests should be submitted to Bongo at Support@BongoUS.com

International Shipping with Bongo International?

Bongo International is our third party international payment and shipping partner. With Bongo, you can enjoy:

    Highly discounted shipping rates.
    Fully landed cost (duties and taxes) billed upon checkout.
    Consolidation of your packages to ensure the lowest shipping cost to your end destination.
    Direct tracking all the way to your end destination.
    3-8 day transit world wide.

How do you ensure product quality and satisfaction?

We get new shipments of product throughout the week. We inspect and throw out product based on manufacturing guidelines. In addition, our products are stored in an environment where the temperture and humdimity are strictly controlled. Your satisfaction is guaranteed!

What are your shipping guidelines?

We strive to process and ship all orders placed before 2:00pm EST the same day (Monday - Friday), but some orders can take up to 48 hours to process and ship based on product availability. Our warehouse has stock of 95% of the products we offer, occasionally we have low stock of certain products and will need 1 to 2 business days to acquire. We will make every effort possible to notify you if an item will take an extended period of time to acquire.

Most orders of $199 or more are eligible for Free Ground Shipping, except those being shipped to APOs/FPOs, Alaska, Hawaii, and/or Internationally. Orders under $199 will be charged a standard UPS or USPS rate based on your location.

Do you accept coupons?

Sorry, we are unable to accept manufacturer coupons at this time. Any coupons sent to us will not be returned.

What is the Refund Policy

Please email and we will work out the problem. In order to keep our prices low, We DO NOT take returns unless there is an error on our part.

Is there a required minimum order?

Yes, there is a minimum order size of $19.

Do you offer Free Shipping?

Yes, most orders of $199 or more are eligible for Free Ground Shipping, except those being shipped to APOs/FPOs, Alaska, Hawaii, and/or Internationally. Orders under $199 will be charged a standard UPS or USPS rate based on your location.

Will I be charged Taxes?

Though we do not report transactions to your jurisdiction, The customer and/or retailer is responsible for any taxes or regulations that may be associated with tobacco products in their state, county, and city.

Will my order require an Adult Signature?

You must be 18 to obtain and use a credit card and to purchase tobacco products. In instances in which credit card verification is not enough, we may card. This means you will be asked to fax (888-283-1699) a legible copy of your identification clearly showing your age. Customer who live in Alaska, Alabama, New Jersey, or Utah, be prepared to provide this to us. Parcels containing tobacco that leave our warehouse may be shipped AGE SENSITIVE ADULT SIGNATURE REQUIRED and marked “AGE SENSITIVE RECIPIENT MUST BE 18.

What if I have a problem concerning my Order?

If you have a problem concerning your ordering, please email us.

What is your Chargeback Policy?

We take pride in our ability to resolve any problems in a timely manner. If you have a problem with your Order, work it out with us directly. Do not contact your credit card company if you have an issue with your Order. Please allow us to resolve the problem personally. Not only do we get charged a fee when you do this, we have already shipped the product and funds are taken from our account with no prior questions asked by our merchant processor and it is sometimes a paperwork nightmare for us to recoup these funds.

How and when are Orders shipped?

The vast majority of our orders will be shipped via UPS Ground or USPS Mail within 48 hours. Any order received after 2 pm EST on Friday will be shipped on the following Monday. Signature service may be required if the "bill to" and "ship to" addresses are not the same. In addition, we will only ship to a physical address.

What happens if an Order item is out of stock?

If an item is out of stock, we will make every attempt to notify and give you an estimated time of shipping. In addition, you have the options of taking partial shipment, substituting with another brand/product or canceling the order.

How do I check the status of my order?

Please click https://www.bnbtobacco.com/order/tracking and place your Order Number/Confirmation Number and your Billing zip code. If you do not have your order number handy. You can call us toll free at 888-883-5596.

What are your business hours for live customer service and chat?

Monday - Friday 8am-8pm EST
Website: http://www.bnbtobacco.com/

You can place your order online or email us at admin@bnbtobacco.com 24/7.