Shipping Overview
Orders placed Monday through Friday will be processed within 24–48 hours. Orders will not be shipped out on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed – you will be contacted via email or phone if your order extends the 24–48 hour lead time. Shipping charges for your order will be calculated and displayed at checkout.
Canada Only
We ship across Canada to all regions where tobacco delivery is legally permitted.
Important Shipping Rules
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We ship only within Canada
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Adult signature (19+) is required upon delivery
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No shipments are made to individuals under the legal age of majority
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Orders may be canceled if age verification cannot be confirmed
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We do not ship to restricted locations where tobacco shipments are prohibited
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Customers are responsible for ensuring that receiving tobacco products is legal in their province or municipality
Proof of Age
All orders require age verification upon delivery. You must present valid government-issued photo ID confirming you are 19 years of age or older to receive your package. As part of our Card Not Present (CNP) policy, you will also be asked to confirm that the credit card name matches the name on the order.
If you are unavailable at the time of delivery, the package will be held at your local carrier facility for up to 3 days, after which it will be returned to our warehouse. Please note that any order returned to us due to failed age verification is considered non-refundable, and additional shipping fees may apply for re-delivery.
Order Processing
Orders are processed Monday through Friday, excluding holidays. Orders placed on weekends or holidays will be processed and shipped on the next available business day. Tracking information is automatically emailed to you as soon as the shipping label is generated.
Delivery
You will receive a shipment confirmation email once your order has shipped, containing your tracking number(s). The tracking number will be active within 24 hours. Orders are delivered within 3–6 business days, depending on your location within Canada.
Please note that most carriers do not operate on weekends or statutory holidays, which may affect delivery timelines.
Tracking
Tracking information will be emailed to you as soon as your order has been processed and a shipping label has been created. Please note that receiving a tracking number does not necessarily mean the carrier has picked up your package – tracking typically becomes active by the end of the day or by the next business day. If you do not see a tracking email, please check your spam or junk folder.
Insurance & Liability
Havana Castle Cigars is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim.
Havana Castle Cigars is not responsible for any customs fees or taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
Order Changes & Cancellations
If you need to make changes to your order or cancel it, please contact us before it has been shipped. Once an order has been dispatched, it must go through the returns process to be eligible for a refund. Please note that shipping charges are non-refundable.
Contact Us
For any return or refund inquiries, please contact us at:
Phone: +1 (647) 332-0440
Email: orders@havanacastlecigars.com
Hours: Monday to Friday, 10 AM – 4 PM EST