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Frequently Asked Questions - FAQs

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 Credit Card Gift Card that can be used just like a credit card at our store.  We are working on adding Paypal..I promise.

 

 How old do I need to be order and Age Verification?

You must be 21 years or older to buy our products in accordance with current FDA regulations. We are committed to providing our services only to people who are of the proper age, and to protecting our youth as best as we possibly can.  Yes, I know we are saints.  We use a third-party company, Idology, to verify that you are the legal age to receive our products and to confirm that the information you are providing to us is correct.  We don't like fraudsters!

 

 How does Age Verification work?

Idology uses publicly available information (property records, department of motor vehicles, state issued identification cards, vehicle registrations etc.) to verify your age and identity only. 

 

What if my age can't be verified?

If your age cannot be verified, your order will be placed on Hold and we will attempt to contact you via phone or email.  We will ask for a copy of your driver license or another form of government identification that allows us to confirm your age.

 

What are your Shipping guidelines?

It is not our intention to make money on Shipping. Our goal is to only cover a majority of the costs in delivering your order.  We are cool like that.  We strive to process and ship all orders placed before 4:00pm EST the same day (Monday - Friday), but some orders can take longer to process and ship based on product availability.  On some Fridays, we may close a "bit" earlier to enjoy happy hour and a cigar or two.  At times products are back ordered with the manufacturer.  In general, we will make every effort possible to notify you if an item will take an extended period of time to acquire for any reason.

Most orders of $199 or more are eligible for Free Shipping, except those being shipped to APOs/FPOs, Alaska, Hawaii, U.S. Territories, and/or Internationally.  Orders under $199 will be charged a fixed rate based on your zone and order weight. 

 

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.  If you are having issues processing an order with APO/FPO address, try these tips, call 1-888-883-5596 or email us.

 

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

We proudly ship to most countries outside the U.S using USPS.  Kindly place what you would like into your shopping cart then select appropriate Country from the "Country List."

All questions concerning international orders please use the following number:  (US Country Code) 703-858-9053 or you may email customer service, click here.

All international orders will be shipped using USPS Priority Mail boxes when appropriate.  If not, a plain brown box will be used.

Below are the estimated delivery times:

  • Priority Mail International Express orders may take between 3-5 business days
  • Priority Mail International orders may take between 6-10 business days
  • First Class International orders may take between 10-20 business days

All international orders are subject to clearance and local postal delivery times may cause delays.

All duties are the responsibility of the customer.

 

What shipping methods do you offer?

Most orders of $199 or more are eligible for Free Shipping, except those being shipped to APOs/FPOs, Alaska, Hawaii, and/or Internationally.  Orders under $199 will be charged a fixed rate based on your zone and order weight.  Depending on your zone and weight of your order, there may be an upcharge.  See base rates below:

  • Economy orders - $6.99:  Shipped using UPS SurePost, UPS Ground, or USPS Priority.  UPS SurePost orders are shipped via UPS to your local Post Office where USPS handles final delivery to your mailbox.  Transit times may be an additional day or two compared to UPS Ground.
  • USPS Best Way - $7.99: One of the "best ways" to ship your order! This inexpensive method ensures careful delivery by USPS.  Delivery time varies based on location.
  • UPS Ground - $9.99:  We rely on UPS's quick ground service. For estimated shipping times for UPS, click here.
  • USPS Priority - $9.99:  USPS's highly rated service, Priority is known for their fast, efficient deliveries!  Delivery time varies based on location.
  • UPS 2 Day - $14.99: UPS's 2 Day delivery guarantees a two day transit time, WHEREVER you are.
  • UPS Next Day - $24.99: Need your order fast?  UPS's Next Day service will get your order to your door in one business day!
  • All Alaska, Hawaii, US Territories, P.O. Box, and APO/FPO orders will be delivered via USPS using standard shipping rates
  • Free Shipping orders will be delivered using UPS SurePost, UPS Ground, or USPS Priority.  We select the most economical and expedient option available for your address. 
  • UPS business days do not include Saturday, Sundays, or Holidays.
  • USPS business days do not include Sundays or Holidays.
  • We ship orders out Monday through Friday. Our warehouse is closed on the weekends and all major holidays.

    Do you offer Free Shipping?

    Yes, WE KNOW everyone loves free shipping.  We would love to ship everything for free, but in the meantime...most orders of $199 or more are eligible for Free Shipping, except those being shipped to APOs/FPOs, Alaska, Hawaii, U.S. Territories, and/or Internationally.  Orders under $199 will be charged a fixed rate based on your zone and order weight. 

    We also offering free shipping on a number of products regardless of order total.  We also run free shipping promotions from time to time.  To ensure you don't miss out and are part of "the best email list" around (we have the alternative facts to prove it), again just  Click here .  I DARE YOU! 

     

    Do you accept coupons?

    Sorry, we are unable to accept manufacturer coupons. Any coupons sent to us will not be returned.  However, if you join "the best email list" around, you will of course then have access to "the best" weekly deals and specials anywhere period.  just click here to join.

     

     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 temperature and humidity are strictly controlled. NO, they are not stored in my car trunk and shipped at the local ups store.  If you are in the area, feel free to stop by for a tour.

     

    What is the Refund Policy

    Please email us or call 1-888-883-5596 and we will work out the problem. 

     

    Is there a required minimum order?

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


    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.  We only charge applicable taxes for the state of Virginia.


    What if I have a problem concerning my Order?

    If you have a problem concerning your ordering, please email us or call 1-888-883-5596.

     

    What is your Charge-back 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.


    What happens if an Order item is out of stock?

    Bummer, but it does happen.  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 1-888-883-5596.

     

    Do you offer the ability to create reoccurring or auto-ship orders?

    We certainly do.  This is a very popular option with many of our loyal customers.  In case you don't know, recurring orders allow you to setup automatic delivery of your cart contents at the interval you specify.  You set it up once and then we take care of the rest until you cancel.  To make this more awesome, we offer an automatic 5% discount on every order.  How is that!  Currently there are 2 choices, Weekly and Monthly

    • If you choose Weekly, your order will be processed every 1, 2, 3 or 4 weeks, which ever interval you choose.
    • If you choose Monthly, your order will be processed every 1, 2 or 3 Months, which ever interval you choose.

    All subscriptions will take priority over regular orders to ensure timely delivery. You may cancel this subscription at anytime by emailing us or calling 1-888-883-5596.

     

    Do you offer a Reward program?

    Not yet, but it is on our "to-do" list.  We hope to have it rolled out soon.

     

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

    Monday - Friday 9am-6pm EST
    Website: http://www.bnbtobacco.com/

    You can place your order online or email us  24/7.

     

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