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 email@example.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 firstname.lastname@example.org.
Can I request to inspect my cigar box and add a humidity pack for transport?
When placing an order at the checkout page under order notes 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 humidity solutions of 69% pack 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 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 exempted.
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 is Route and Green Package Protection?
Route’s Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. We’re providing Green Package Protection to each order free of charge.
Every time you add Green Package Protection to your order, Route donates to support an
agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem.
You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here
Purchased Route’s Green Package Protection and looking to file a shipping issue online? File here
Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
How Does Route Work?
If your order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included for merchants who do not have Automatic Issue Resolution (AIR), also known as Resolution via Platform (RVP).
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping and taxes.
When Should I File a Claim?
Marked As Delivered (Stolen)
- Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered.
- In some cases, the Route Support team may require a police report before moving forward with an order issue.
Stuck In Transit (Lost)
- For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
- For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
- Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.
All of Route’s policies are listed here
What if My Order Never Arrives or is Stolen?
If your order has not arrived, please file a claim with Route here.
What if My Order Arrives Damaged?
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
You can file a claim with Route here.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
You can file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
Haven’t downloaded the app yet? Download here
What are Route’s Terms and Conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Is Route a Licensed Insurance Company?
While Route itself is not an insurance company, Route provides access to shipping insurance. It does this through its entity, Safe Order Solutions, which is licensed to sell the shipping insurance issued by Seg Insurance Ltd. This makes Route’s Protect product legal and compliant for brands to offer as shipping insurance to their customers.
Do you offer a price match?
Yes, we offer a price match to our competitors visit our price match guarantee page for more details.
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.
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.