Gotham Cigars’ general return window is tied to when the order is received. For most issues, the customer should contact customer service within 30 business days of delivery to be eligible for a claim. Claims submitted after that period are generally not processed, so it is important to check the shipment promptly after it arrives and keep the order details available (order number, items, and delivery date).
For damaged or defective cigars, the recommended approach is to contact customer service as soon as the problem is discovered. When the issue is confirmed, a prepaid return shipping label may be provided. After the returned items are received at the warehouse, the resolution is typically offered as either a replacement or store credit. Because tobacco products are sensitive to handling and storage conditions, documenting the condition on arrival (photos of the packaging and product) can help speed up review and reduce back-and-forth.
If the wrong item was received, customer service should be contacted to report the discrepancy. A prepaid return label is generally provided for items shipped in error. Once the return shows movement in tracking, the outcome may be processed as a reshipment, store credit, or a refund, depending on the customer’s preference and the specific circumstances. Keeping the original packaging and ensuring the return is sent back using the provided label helps maintain tracking continuity and supports faster processing.
If the return is due to an ordering mistake (for example, the wrong size or blend was selected), returns are typically limited to sealed and unopened cigars. In these cases, return shipping costs are generally the customer’s responsibility. After the return is received and inspected, the credit is usually limited to the product cost, and shipping charges are typically non-refundable. Before shipping anything back, it is best to confirm eligibility and any required authorization so the package is not delayed or refused.
A separate freshness and quality guarantee may apply with a shorter timeframe. If the merchandise is unsatisfactory for freshness or quality reasons, customer service should be contacted within 3 business days of delivery to request an account credit. After that 3-business-day period, returns or exchanges under this guarantee are generally not accepted. For the best outcome, store the cigars appropriately upon arrival and report concerns quickly, especially when the issue relates to condition rather than a shipping error.
