FAQs

How To Track Your Order

We will be providing you with a tracking number once your order is shipped. You can use this number to track your order via the courier's website.

 Return and Exchange Policy

All items sold in tabacalera.com.ph go through our quality control procedures. We inspect every item before it is shipped, and all goods are shipped fully insured in case of loss or damage. Because we feel that we offer the highest quality products at the best prices, and we inspect and pack all our orders with care, we think you will be extremely satisfied with your purchase.

 For items returned to tabacalera.com.ph, your product will be processed within 14 business days from the time we receive the package. A dated sales invoice is required to process the claim. Sales invoice must include valid date, name of product and purchase price.

Upon completion of the inspection process, a tabacalera.com.ph representative will contact you by phone and email to advise you of the results of your product claim.

GUIDELINES FOR PRODUCT RETURNS FOR MATERIAL AND WORKMANSHIP FLAW:

  • Any product returned must have been purchased from the tabacalera.com.ph web store.
  • We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our operations center. In case of dispute, we also recommend you retain proof of sending.
  • A dated sales invoice must be returned with the product claim to receive inspection.
  • Returns do not include shipping postage. If you refuse the order, you will be charged for all shipping, delivery and storage incurred.
  • All returned merchandise must be in original condition.

If your claim is approved, we will issue you a product replacement or a store credit at the sole discretion of tabacalera.com.ph.

INSPECTIONS AND STORE CREDIT REDEMPTION:

  • If your product is deemed to have a manufacturing flaw, you will receive a store credit for the suggested retail value of that product, to be used at tabacalera.com.ph only.
  • Store credit may be redeemed through tabacalera.com.ph only.
  • Store credit is nontransferable and is not redeemable for cash.
  • Store credit cannot be used to purchase tabacalera.com.ph gift cards.
  • Store credit value will equal tabacalera.com.ph suggested retail price of the item returned.
  • Upon store credit redemption, the order total includes the price of the product(s), any applicable sales tax, and shipping charges. If the order total exceeds the voucher amount, the remaining balance must be paid for by credit card or any online payment gateway.
  • tabacalera.com.ph reserves the right to suspend or cancel any issued store credit vouchers that are associated with a violation of its policies. Tabacalera.com.ph reserves the right to refuse, cancel or hold for review vouchers and orders for suspected fraud, or for vouchers mistakenly issued in an incorrect denomination. In addition, tabacalera.com.ph reserves the right to void any store credit vouchers and/or recycle products associated with previous fraudulent or abuse of the claim process.
  • tabacalera.com.ph is not responsible for lost or stolen products that have been denied and returned to the customer.

CAN I EXCHANGE AN ITEM FOR A DIFFERENT ITEM?

Items may be exchanged within seven days of the receipt of the item with other items for sale in tabacalera.com.ph. The shipping fee for the original item will not be refunded and the shipping fees for the new item and the item to be exchanged will be shouldered by the buyer.

CAN I RETURN ITEMS BOUGHT ON SALE?

Unfortunately, items bought on sale cannot be returned or exchanged.

CAN I RETURN TABACALERA.COM.PH GIFT CARDS?

Unfortunately, gift cards cannot be returned nor converted to cash.

Payment Options

Tabacalera.com.ph accepts payments via the following options;

  • Visa and Mastercard
  • Cash on Delivery
  • Bank Deposit via Bank of the Philippine Islands and Banco de Oro
  • Alipay, WeChat and Union Pay
  • GCash

WEB STORE GUIDELINES FOR PRODUCT EXCHANGES AND REFUNDS :

  • Any product returned for exchange or for refund must have been purchased from the tabacalera.com.ph Web store.
  • Items may be exchanged within seven days from the time that you have received the item.
  • Items may be exchanged for other items for sale in tabacalera.com.ph.
  • The shipping fee for the original item will not be refunded and the shipping fees for the new item and the item to be exchanged will be shouldered by the buyer.
  • We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our operations center. In case of dispute, we also recommend you retain proof of sending.
  • A dated sales invoice must be returned with the product.
  • All merchandise must be unopened and in original condition.
  • All merchandise must be returned in the condition it was received and in original packaging.

Shipping

HOW DO YOU SHIP YOUR ORDERS?

We ship via United Parcel Service (UPS) of the worldwide postal office network.

WHERE DO YOU SHIP YOUR ITEMS TO?

We can ship almost anywhere in the world via United Parcel Service (UPS) of the worldwide postal office network.

WHAT ARE YOUR SHIPPING RATES?

Shipping rates vary depending on the number of items as well as the shipping location. You can view the shipping cost when you view your shopping cart.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

The shipping time for your order depends on your shipping address and the items you ordered. Generally, we will ship out the item/s within 2 weeks and it takes 1 to 2 weeks to reach the destination.

CAN I SEND MY ITEM AS A GIFT?

Yes, you can send your item as a gift, just indicate this in the Comments section during the checkout process.