FAQ
Why should I buy from Tophat Tobacco?
Two words: Customer Care. Our store manager and all of our reps believe in working with the customer to provide expert service, a quality product and a competitive price. Too often companies forget why they are in business. We work hard and understand our customers can always purchase from someone else, so we never take the approach that the customer is just a sale, but as a person who wants great service. Plus, ordering online is secure, fast and easy!
What is TopHatTobacco.com's return policy?
Can you change an order placed online?
If you need to make a change on your order, please contact us right away 314-966-1002. We cannot guarantee that the change will be made, but will try our best to accommodate the request.
Our Hours (CST: Central Standard Time)
Monday-Friday: 9:30am - 6:00pm
Can I ship my order to a different address than my billing address?
For fraud prevention purposes, we only allow first time customers to ship to their current billing address. Repeat customers who have previously ordered with matching billing and shipping information are capable of placing orders to non-matching shipping addresses. If you have any questions or concerns regarding this matter, you may feel free to contact us any time. Our Hours (CST: Central Standard Time) Monday-Friday: 9:30am - 6:00pm
What Countries Can I Ship To?
Top Hat Tobacco only ships to the United States of America, Australia, Canada, New Zealand, and the UK.
What are the shipping charges?
What do you do with my email address? Do you send unwanted emails?
Once an order is placed, you will receive an order confirmation to the email provided. Once the order ships, you will receive an email including the tracking information. We DO NOT send out unwanted or spam emails. We DO NOT sell you personal information to third parties.
Where is my order?
Normal Shipping Hours and Processing Times: Depending on availability, orders processed by 12:00 p.m. CST, Monday through Friday (except holidays) will ship within 48 to 72 hours (contingent upon availability). No orders are processed on weekends or holidays. Orders ship from St. Louis, Missouri. For your protection, we insure all our shipments.
I think my package is lost, what do I do?
If you have not received your package, please contact us at 314-966-1002. Please have your tracking number ready.
Our Hours (CST: Central Standard Time) Monday-Friday: 9:30am - 6:00pm
When will my order ship?
Normal Shipping Hours and Processing Times:
Depending on availability, orders processed by 12:00 p.m. CST, Monday through Friday (except holidays) will ship within 48 to 72 hours. No orders are processed on weekends or holidays. Orders ship from St. Louis, Missouri. For your protection, we insure all our shipments.
Shipping & Delivery: USPS and UPS are the main national and international carriers for the clients of Tophattobacco.com. The risk of loss and title for all merchandise ordered on this website passes to the customer when the merchandise is delivered to the shipping carrier.
What are my payment options?
We accept all major credit cards. Visa, Mastercard, American Express and Discover.
I am having a problem ordering online, what now?
If you have any problems placing your order online, please contact us: 314-966-1002
Our Hours (CST: Central Standard Time) Monday-Friday: 9:30am - 6:00pm
When will I receive my package(s)?
Depending on availability, orders processed by 12:00 p.m. CST, Monday through Friday (except holidays) will ship within 48 to 72 hours (contingent upon availability). No orders are processed on weekends or holidays. Orders ship from St Louis, Missouri. For your protection, we insure all our shipments.
Why have I not received my email confirmation?
Once the order is placed, you should receive an email confirmation. If you did not receive your email confirmation, you may have entered the email address incorrectly, or the confirmation may have been filtered out through your spam filter.
Please contact us: 314-966-1002. Our Hours (CST: Central Standard Time) Monday-Friday: 9:30am to 6:00pm