FAQ
Shipping and Delivery
Q: What is the processing time for orders?
A: Orders typically have a processing time of 1-2 business days. Expedited orders placed after 1 pm EST will be shipped the next business day.
Q: What are the shipping rates within the US?
A: We offer the following shipping options:
UPS/USPS: $9.00 (3-6 business days)
UPS 2 Day: $19.00
UPS Next Day: $40.00
Q: Do you offer international shipping?
A: Yes, we ship internationally via UPS or Global Express Mail. Delivery can take up to 20 business days. International shipping fees range from $20 - $135 USD.
Q: Are customers responsible for customs duties and fees?
A: Yes, customers are responsible for all customs, duties, and taxes. Please note that delays at customs are beyond our control.
Returns and Exchanges
Q: What is your return policy for US orders?
A: Returns are accepted within 14 days of receipt if items are in original condition. Shipping charges are not refunded, and a $9 restocking fee applies, except for exchanges/store credit. Final sale, custom-made, undergarments, and sale merchandise are non-returnable.
Q: How do international returns work?
A: Returns are accepted within 14 days of receipt if in original condition. Shipping charges not refunded. A $9 restocking fee applies (excludes exchanges/store credit). Final sale, custom-made, undergarments, and sale merchandise are non-returnable. The customer covers shipping and duties/taxes. Duties/taxes deducted from refund if applicable.
Q: What should I do if I receive a damaged or incorrect item?
A: Report the issue within 5 days of receipt and keep the original packaging. We will send a replacement after receiving and inspecting the returned merchandise.
Q: How can I exchange an item?
A: Contact us for availability. Exchanges are accepted under standard return conditions. We cover the shipping costs for exchanges, except for international orders.
Q: How do I return merchandise?
A: Visit our Returns Portal. Use UPS or insured parcel post for returns. Pack items securely. Refunds are processed within 2-3 business days of receipt.
Customer Service and Order Information
Q: What is your extended holiday return policy?
A: Orders placed between Nov 1 - Dec 31 can be returned until January 31.
Q: How are website orders processed?
A: Orders are processed Monday through Friday, within 1-2 business days, unless noted as a pre-order. Orders placed from 1pm EST Friday to midnight EST Sunday are processed the following Monday.
Q: What payment methods do you accept?
A: We accept American Express, Visa, Discover, and MasterCard. Sales tax is charged where applicable.
Q: Can I use promo codes on my order?
A: Yes, but only one code per order. Certain items and sale items may be excluded. Codes cannot be applied after an order is processed.
Q: How do I place an order?
A: Add items to your cart, proceed to checkout, log in or create an account, enter required information, and confirm your order. Note: changes cannot be made online once an order is confirmed.
Q: How do I know my personal information is secure?
A: We have secure measures in place to protect your information. Look for a solid key or locked padlock icon in your browser window. We use SSL encryption for data transfer.
Q: What are 'cookies' and how are they used?
A: Cookies are small data files used to store information on your computer. We use them to ensure only your computer can access your selected items and entered billing information. We do not store personal or financial information in cookies.
Legal and Privacy
Q: Is my information kept private?
A: Yes, please review our Privacy Statement for details on how we collect, use, and protect your information.
Q: Can I copy any content from your site?
A: Content from our site is for non-commercial and personal use only. Copying, redistribution, or use of any material from our site requires our written permission.
Q: What terms apply to mobile services?
A: By using our mobile message service, you agree to our Mobile Terms of Service, which includes details on message frequency, charges, opt-out instructions, and privacy.
Contact Us
Q: How can I reach customer service?
A: You can email us at cs@vintagehavanasupport.com for any questions or concerns.