Terms & Conditions

By accessing and using this website, you agree to all the terms and conditions stated below. If you do not agree to these terms and conditions, or any part of them, please do not use this website. Article 1: This website contains images of tobacco and other age-restricted products. You must be at least 21 years of age to use this website. Article 2: All orders are subject to approval by id.hitcigars.com. id.hitcigars.com reserves the right to cancel, reject, or modify your order for any reason. After placing an order, a ‘Pending’ email is sent to confirm receipt of the order, but it does not indicate approval. Order approval is confirmed in a subsequent email. If a product is out of stock, the customer will be informed. Article 3: Shipping is provided by international postal or courier services and typically takes between 5 and 40 days, depending on your country and destination city. Delivery times may be extended due to customs delays, extreme weather or local postal issues (see Shipping page for details). Delays are beyond our control, and we are not responsible for any such delays. Article 4: In the case of incorrect or missing delivery, please contact us with your order number within 14 days. For missing items: Contact us with pictures of the delivered parcel upon receipt. We will ship the missing items as soon as possible. For wrong items: Goods must be returned undamaged and in their original packaging. f you choose to accept the wrong items, please contact us with your order number. Article 5: Cigarette and tobacco packs come with Excise stickers, proving that taxes (customs duties, VAT, Excise tax) were paid in Indonesia. However, your delivery may be subject to customs duties, taxes, or seizure in your country, which are beyond our control and must be borne by you We are not responsible for paying any taxes or duties involved in importing your order. Customers are advised to be aware of their local customs laws regarding purchasing tobacco online from overseas (non-EU) countries before placing an order. Article 6: Due to customs regulations in the country of origin, we must declare orders as “Cigarette, Tobacco”. Declarations are made in the official language of the country from which the shipment is dispatched. We cannot declare items as ‘Gift’ or use any other specific declaration. If you do not agree with this, please do not place an order. Customers should be aware of their local customs laws regarding purchasing tobacco online from overseas (non-EU) countries. Article 7: We cannot be held responsible for customs taxes, charges, seizure, delayed shipments, or any other inconveniences caused by domestic customs offices. Please note that these are tobacco products, and each country has different laws and tariffs regarding tobacco imports. We are not fully aware of all customs regulations worldwide; therefore, each buyer is responsible for understanding the conditions and regulations applied by their local customs authorities. Article 8: All customers must be aware of their local customs laws regarding purchasing tobacco online from overseas (non-EU) countries. If your order is held or confiscated by customs, you are responsible for complying with your local customs regulations. If the package is returned to us within 40 days, we will refund the product cost only. Shipping fees are non-refundable. Article 9: If the product is not returned within 40 days, it will be considered lost or damaged, and neither the product cost nor shipping fees will be refunded. Article 10: As defined by the International Air Transport Association (IATA) Dangerous Goods Regulations (DGR), tobacco is categorized as a flammable solid under Dangerous Goods items. Therefore, no international claims can be made for tobacco orders. Article 11: The shipment of tobacco and tobacco products is carried out via international postal services and on a person-to-person basis. Therefore, an invoice cannot be issued for these products. However, if the customer has an official import license for tobacco and tobacco products, then an invoice can be provided. Article 12: For tobacco orders, the sender is not responsible for any customs-related issues that may arise in the destination country. The sender has no obligation to communicate with customs under any circumstances. The buyer is fully responsible for any customs-related matters in the destination country, and all procedures must be handled by them. The buyer cannot request the sender to contact the relevant customs authorities or postal services. Article 13: Flavored tobaccos have been banned in certain countries. We do not take responsibility for customs risks associated with flavored tobacco orders. Please ensure you are aware of your local regulations regarding flavored tobaccos before placing your order. Article 14: We source all products from official importers/retailers and use a drop shipping service. Shipments are completed from Indonesia (non-EU country). Therefore, customers must be aware of their local customs laws regarding purchasing tobacco online from overseas (non-EU) countries before placing an order. Article 15: The suggested maximum quantities per order are: • 2 cartons (20 packs) for Cigarettes or Heated Tobacco, • 10 packs for Hand Rolling Tobacco. • 250g for Pipe Tobacco. Customers may purchase more than the suggested quantities if they are familiar with their destination country’s customs laws. We cannot be held responsible for customs taxes, charges, seizure, damage, loss, theft, delayed shipments, or any other issues caused by destination country customs offices. Please refer to the Shipping Insurance section for details. Article 16: Please refer to our FAQ page on the homepage for useful information about shipments, shipment status, delivery times, and more. Important Trademark Disclaimer: All trademarks, logos, brand names, and product images displayed on our website are the property of their respective trademark holders. Our website is solely a reseller of authentic tobacco products, and the use of trademarks or brand names is strictly for the purpose of accurately identifying the products being offered for sale. Our website is not affiliated with, endorsed by, or sponsored by any of the trademark holders mentioned on our site, including but not limited to Philip Morris International Inc., Philip Morris Brands Sarl, British American Tobacco (BAT), Japan Tobacco International (JTI), and Imperial Brands PLC. We do not claim ownership of any trademarks displayed. If you are a trademark holder and believe there is unauthorized use of your trademark, please contact us directly, and we will address your concerns immediately. Shipping Insurance Each country has different customs regulations for importing tobacco from overseas (non-EU) countries by post. We prepare all your orders with great care and ensure our shipments are handled meticulously. However, it is known that the larger the size and weight of the order, the higher the risk of it being held at customs in the destination country (Exceptions: Some countries have no limits on customs regulations). Therefore, all customers must be aware of their local customs laws regarding purchasing tobacco online from overseas (non-EU) countries by international post before placing an order. The suggested maximum quantities per order are: • 2 cartons (20 packs) for Cigarettes or Heated Tobacco, • 10 packs for Hand Rolling Tobacco. • 250g for Pipe Tobacco.

• • If the customer’s order is lost due to the postal service in the destination country and/or does not arrive for any reason (a 30-day waiting period applies to determine the order as lost).

The order will be reshipped free of charge, but reshipping will only be done once. If the reshipment is also lost, the responsibility lies entirely with the customer, as there is clearly an issue on the customer’s side.

• • If the customer’s order is seized by the destination country’s customs (the customer must receive and share an official letter, or this must be confirmed by the official postal service in the destination country) ; we offer two options to our customer;

Reship: The order will be reshipped immediately and free of charge, but this will be done only once. If the reshipment is also lost, the responsibility will fully lie with the customer, as it indicates an issue on the customer’s side. Recommended. Partial Refund: A partial refund is issued due to fees being deducted from the customer’s payment, including the shipping fee, shipping insurance fee, payment provider fee, and refund fee. These fees are applied by the payment provider and the bank. The exact fees may vary depending on the payment method chosen by the customer. If the customer is familiar with the customs regulations of the destination country, they may order more than our recommended quantities. In this case, the responsibility lies with the customer. So, all customers must be aware of their local customs laws about purchasing online tobacco from overseas (non-EU) countries by international post before place an order. Return Our goal is your satisfaction. If you are not satisfied with your order, please contact us within 14 days of receiving it. Goods must be returned undamaged, in their original packaging, and as full units. All returns must be sent via the National Official Postal Service. The buyer is responsible for return shipping costs. * If the customer refuses to pay customs duties and taxes, the product can be returned for a refund. Please refer to the RESHIP and REFUND sections for more details. * For shipments held at customs due to local tobacco import regulations, the customer is responsible for contacting customs and arranging the return. Please refer to the RESHIP and REFUND sections for more details. Reship 1. If the order is not delivered to the customer and is returned to the sender by the postal service due to customer errors (such as wrong or missing address, zip code, name, or delivery failure), we offer two options: Reship: The customer must pay the shipping fee for the order to be reshipped. Partial Refund: Please refer to the REFUND section for further details. 2. If the order is not delivered to the customer and is returned to the sender by the postal service due to destination country customs regulations, we offer two options: Reship: The customer must pay the shipping fee for the order to be reshipped. Partial Refund: Please refer to the REFUND section for further details. 3. Whether the shipping insurance is used or not, if the customer refuses the delivery due to customs duties, taxes, or similar charges, the customer is responsible for returning the order to us. Once returned, the products will be inspected by our experts. We offer two options to the customer: Reship: The customer must pay the shipping fee for the order to be reshipped. Partial Refund: Please refer to the REFUND section for further details. 4. If the customer has used shipping insurance and the order is lost due to the postal service in the origin or destination country, or it does not arrive within the designated time frame (lost status determined by the postal service, which may take up to 30 days), the order will be reshipped free of charge. Reshipping will only occur once. If the reshipment is also lost, responsibility will lie entirely with the customer, indicating an issue on the customer’s side. 5. If shipping insurance is not used and the order is lost in the destination country, the customer must obtain an official letter from the relevant postal service, confirming the loss, and provide it to us. The letter must be wet-signed; copied or scanned documents are not accepted. Once we receive the official document, we will begin the resolution process. We can offer only one option to the customer to ensure customer satisfaction: Reship: If the customer pays 60% of the order amount, the order will be reshipped. 6. If shipping insurance is used by the customer and the order is seized by destination country customs, we offer two options: Reship: The order will be reshipped free of charge, but only once. If the reshipment is also seized, responsibility lies entirely with the customer, as there is clearly an issue on the customer’s side. Partial Refund: Please refer to the REFUND section for further details. 7. If shipping insurance is not used by the customer and the order is seized by destination country customs, we cannot be held responsible for any seizure caused by customs offices. Customers must be aware of their local customs laws regarding purchasing tobacco online from overseas (non-EU) countries before placing an order. We cannot send a replacement package or offer a refund. *If the shipment is held at customs due to local tobacco import rules, the customer is responsible for returning the products to the sender. The products will be inspected upon return by our experts. We offer two options to the customer if the order is returned to the sender: Reship: The customer must bear the shipping fee for the reshipment. Partial Refund: Please refer to the REFUND section for further details. Refund In order to receive a refund for your order; 1.The ordered product must be out of stock after payment for any reason (stocks are updated continuously). In this case, a full refund will be issued. 2. If the customer wishes to cancel the order after payment is completed, a partial refund will be issued. This is due to fees (payment provider fee and refund fee being deducted from the customer’s payment, as applied by the payment provider and bank. Fees may vary depending on the payment method chosen by the customer. Partial Refund 3. If the order is not delivered and returned to the sender by the postal service due to customer errors (e.g., wrong or missing address, zip code, or name, delivery failure, or no response from the receiver), we offer two options: Reship: The customer must pay the shipping fee to reship. Partial Refund: If the customer does not accept paying the reshipping fee, a partial refund will be issued after deducting fees (shipping, payment provider, and refund fees). Fees may vary depending on the chosen payment method. 4. Whether shipping insurance is used or not, if the customer refuses delivery due to customs duties, taxes, etc., the customer is responsible for returning the order to us. Products will be inspected upon return by our experts. We offer two options: Reship: The customer must pay the shipping fee to reship. Partial Refund: If the customer declines to pay the reshipping fee, a partial refund will be issued, minus applicable fees (shipping, payment provider, and refund fees). *** If the shipment is not returned, no refund will be provided. 5. If shipping insurance is used and the order is seized by destination country customs, we offer two options: Reship: The order will be reshipped free of charge, but only once. If the reshipment is also seized or lost, responsibility lies entirely with the customer. Partial Refund: A partial refund will be issued after deducting fees (shipping, insurance, payment provider, and refund fees). Fees may vary depending on the payment method chosen. 6.If shipping insurance is not used and the order is seized by destination country customs, we cannot be held responsible for any seizure caused by customs offices. Customers must be aware of their local customs laws regarding purchasing tobacco online from overseas (non-EU) countries before placing an order. We cannot send a replacement package or issue a refund. *If the shipment is held at customs due to local tobacco import rules, the customer is responsible for returning the products to the sender. Products will be inspected by our experts upon return. We offer two options: Reship: The customer must pay the shipping fee for reshipping. Partial Refund: If the customer declines to pay the reshipping fee, a partial refund will be issued, deducting fees (shipping, payment provider, and refund fees). *If the shipment is not returned, no refund will be provided. Please note that id.hitcigars.com reserves the right to reship or refund based on these terms. Cancelation If the customer wishes to cancel an order (before it has been shipped), simply send an email to [email protected] with your cancellation request. Your request will be processed as soon as possible. Chargeback Policy For a customer to request a chargeback, id.hitcigars.com must be proven to have violated the stated terms, with valid documentation provided to the customer’s bank. Fraudulent chargeback attempts will result in legal action by id.hitcigars.com and its legal representatives. By using this website, you agree to all the terms and conditions stated above. If you disagree with any part of these terms, please do not use this website. For assistance, contact [email protected]. All communication must be in English.