FREQUENT QUESTIONS
SHIPPING
Do you offer mail delivery?
Yes, we offer mail shipping for our products using USPS and Printful as our carriers.
Do you offer local delivery?
At this time, we do not offer local delivery.
Do you offer in-store pickup?
At this time, we do not offer in-store pickup.
What are your costs for shipping, local delivery and/or store pickup?
Shipping costs are calculated at checkout and depend on the total weight of your order. For local delivery and in-store pickup, unfortunately, we do not currently offer these services.
How long will it take to receive my order?
Orders are processed within 7 to 14 business days (excluding weekends and holidays) after order confirmation. Delivery dates may vary depending on the number of orders in progress.
What shipping service do you use?
We use USPS and Printful shipping services to ensure your products arrive safely and efficiently.
To which countries and/or towns do you send your products?
We ship our clothing products globally. Our subscription boxes only ship to Puerto Rico. Costs and delivery times will vary by location. Full details will be displayed during checkout.
Do you offer international shipping?
Yes, we offer international shipping for our clothing products (subscription boxes not included). Please note that your order may be subject to import duties and taxes once it arrives in your destination country. These charges are the responsibility of the customer.
RETURNS
What is your return policy?
Our returns policy states that any claims for misprinted, damaged or defective items must be submitted within 30 days of receiving the product. For packages lost in transit, claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
What would be the steps to follow if I want to make any changes to my order?
We recommend that you contact us by email at contact@entrehumos.com before returning any product. However, we do not refund orders due to buyer's remorse, except for customers in Brazil who will need to follow a specific process.
What would be the steps to follow if I do not receive my order?
If you do not receive your order within 7 to 14 days of receiving your shipping confirmation email, please contact us at contact@entrehumos.com with your name and order number, and we will investigate it for you.
What would be the steps to follow if I receive my order defective or damaged?
In the event that your order arrives damaged in any way, please email us as soon as possible at contact@entrehumos.com with your order number and a photo of the condition of the item. We deal with these cases on a case-by-case basis to find a satisfactory solution.
What products can be returned?
Products that can be returned are those that are considered poorly printed, damaged or defective.
What products cannot be returned?
We do not accept returns on sealed products, such as masks, for health or hygiene reasons. Additionally, some products customized or modified to consumer specifications may not be eligible for returns.
What products can be exchanged for another?
Products that can be exchanged are those that comply with our return policies and that you wish to exchange for another available item.
How long do I have to return an item or product?
You have a period of 30 days after receiving the product to submit a return.
What are the conditions or rules for returning or exchanging a product?
Poorly printed, damaged or defective products can be returned. Exchanges are subject to availability and compliance with our return policies.
What are my return options?
You may opt for a return if the item meets our return policies. However, we do not refund orders due to buyer's remorse, except in the specific case of customers in Brazil.
Will I incur any costs for returning an item?
Shipping costs to return your item are your responsibility. Shipping costs are not refundable.
What would be the requirements for a return to be approved?
Once your return is received and inspected, we will notify you of the approval or rejection of your refund or exchange.
If the return is approved, to what address should I send my item?
The address to return your product is: 602 Ave. Baldorioty de Castro, Bosch 5A, San Juan, Puerto Rico 00907, United States .
Can sale items be returned?
Sale items can be returned following the same return policies, as long as they meet the criteria.
How do I contact you if I can't find the answer to my questions here?
If you do not find the answer to your questions here, you can contact us by email at contact@entrehumos.com for additional assistance.
SUBSCRIPTIONS
What does the Entre Humos Monthly Subscription Box include?
The Monthly Subscription Box includes a selection of premium cigars, accessories and cigar-related merchandise.
How is the subscription billed?
The subscription is billed monthly, and payment is processed through the payment method provided during registration.
Can I cancel my subscription at any time?
Yes, you can cancel your subscription at any time by logging into your account on our website or by contacting our customer service by writing to us at contact@entrehumos.com .
When do subscription boxes ship?
Subscription boxes generally ship within the first week of each month.
Do you offer international shipping?
We currently offer international shipping for our subscriptions. We only ship to Puerto Rico and shipping costs depend on the total weight of the order.
What happens if I receive damaged or incorrect items in my box?
If you receive damaged or incorrect items, please contact our customer service at contact@entrehumos.com for assistance.
Do you offer refunds on subscription boxes?
No, we do not offer refunds on subscription boxes once they have been invoiced.
How long does the subscription last?
The subscription is continuous and automatically renews each month. You can cancel at any time.
Where can I find the full terms and conditions?
Full subscription terms and conditions can be found in our Subscription Policy on our website.
What sets Entre Humos apart from other cigarette subscriptions?
Entre Humos stands out for its premium selection of cigars, accessories and exclusive events for subscribers.