Ordering
How will I know if my order has been successfully placed?
You will receive an Order Confirmation email from Oxford Cigar Company. This will be sent to the email address you provided when you placed your order. The email will contain your order number and a summary of your order. Please print and retain them for your records. If, for any reason, you did not receive a confirmation email, please contact customer service Toll-Free at 833-724-4427, 407-358-7210, or by emailing us at info@oxfordcigarcompany.com.
How do I cancel or modify my online order?
Once your order is placed, we can only modify or adjust it prior to shipment. If you need to modify or adjust your order, please contact customer service at Toll-Free 833-724-4427, 407-358-7210, or by emailing us at info@oxfordcigarcompany.com.
Can I request an inspection of my cigar box and add a humidity pack for transport?
When placing an order at the checkout page, under order note, add a request to inspect and add humidity packs prior to shipment. This is a complimentary service we offer.
How do you ship singles and five-packs of cigars?
We ship singles and 5-packs in our Oxford food-grade aluminum-lined sealed bags, with a 69% humidity solution in each bag.
How do I track & view all my orders?
You can track all your orders under My Account and select Orders.
Can I smoke my cigars right out of the box?
For singles and five packs that were shipped utilizing our humidity-sealed bags, you can smoke right out of the shipment box (from our humidor to yours). Regarding boxes, we advise you to allow them to rest and reacclimate for a period of time. Some manufacturers include humidity solutions in their boxes that help speed the process.
How long does it take to receive backordered products?
We allow backorders on certain products that we can easily and quickly restock. In most cases, backorders can be fulfilled within a week of placement.
Payments
How can I pay for my online purchases?
We accept Visa, MasterCard, American Express, and Discover.
Do I have to pay sales tax when ordering online?
Oxford Cigar Company is required by law to charge sales tax on all purchases that are shipped within the state of Florida. All other states are tax-exempt.
Can a credit card issued by a foreign bank be used for website orders?
Yes, we accept all International payment types that are allowed within our processor.
My order was not processed, and there is a charge on my account. When will the charge be removed?
If you used a credit card or debit card, the charge you see is actually a pre-authorization hold. This is a temporary electronic authorization. The card will not be charged unless the order ships. If you did not complete the order, the authorization will drop off your account according to your credit card or bank policy. This generally happens within 2 – 10 business days. For more information, contact your credit card company or bank to find out when the authorization will be released.
Returns & Exchanges
How can I return an item I purchased online?
Please refer to our Return & Exchanges Policy and easy-to-follow steps for processing returns and exchanges.
What package protection do you offer?
We’ve partnered with ShipInsure — a package protection solution — to help protect your order if it’s lost, stolen, or damaged in transit. ShipInsure is optional on domestic orders and available at checkout for a small fee. If you decline ShipInsure, you accept full risk for the shipment once it’s handed to the carrier, and Oxford Cigar Company is not obligated to replace or refund it. Approved ShipInsure claims are resolved by ShipInsure as a replacement, repair, or refund under ShipInsure’s Terms & Conditions. See our Shipping Procedures and Refund & Exchange Policy for full coverage limits and claim filing windows.
Legacy note: If your order was placed before our transition to ShipInsure and included Route package protection, file that claim directly through Route’s claims portal. Route protection does not apply to orders placed after the transition.
Where is my order?
Once your order ships, you’ll receive a confirmation email with a USPS or UPS tracking number. You can also check order status anytime under My Account → Orders.
How do I file a claim for a lost, stolen, or damaged order?
If you purchased ShipInsure, file your claim through the ShipInsure claims portal. If you declined ShipInsure, file directly with the carrier (USPS or UPS). For damaged items, photograph the item and packaging before filing, and keep all packaging until your claim is resolved. Filing windows and full remedy terms are in our Shipping Procedures and Refund & Exchange Policy, which governs if this summary and that policy ever conflict.
Products
Do you offer a price match?
Yes, we offer a price match to our competitors. Visit our price match guarantee page for more details.
International Shipping
Do you ship internationally?
Yes, we do. Please visit our International Orders Terms & Conditions page for information.
Can I pick the shipping company?
Yes, under order notes at checkout, please write your preference. We ship only using USPS and UPS for all international orders.
What is the weight of each cigar for importation and customs declaration?
We do not weigh each cigar since it varies per construction and brand. Each premium hand-rolled cigar typically weighs around 10-18 grams.
Membership
How do I become an Oxford member?
To create an account, simply register using the My Account link or by creating an account at checkout. After creating an account, you will have access to placing reviews on previous orders, earning rewards points, and much more.