Shipping & Returns
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 business hours (contingent upon availability). No orders are processed on weekends or holidays. For your protection, we insure all our shipments.
Due to higher than normal order volume and COVID events, including lack of employees at our warehouses, packages are experiencing processing delays longer than 72 hours. We thank you for your patience.
Where We Ship:
We ship to 45 of the 50 States including A.P.O./F.P.O. addresses, Guam, Puerto Rico, U.S. Virgin Islands.
Where We DO NOT ship (these states have enacted a ban on importation of cigars/and or pipe tobacco):
Products Shipped to California - Please note that we comply with California Senate Bill No. 39 which states that an adult signature is required on all tobacco shipments and we must call after 5pm to confirm placement of any order for tobacco.
All tobacco products are shipped by UPS with an adult signature required. All other non-tobacco related Items will be shipped by either USPS or UPS (this will be dependent upon weight.)
All orders placed and/or shipped outside of Missouri will have no sales taxes. It is the responsibility of the customer purchasing products from this site to file and claim all taxes due to the respective states.
International Customers PLEASE READ!
Customer is responsible for any customs and duties that are applicable to the order. These are processed and calculated by the customs brokerage upon entrance into any country other than the USA. The charges are payable upon delivery. Refusal of these charges may result in the package being returned to Top Hat Tobacco at an additional shipping rate that will be billed to the customer.
If you should refuse to pay the duties and taxes after your order has shipped or customs refuses the package for any reason, some country's customs will destroy the package and you will not receive a refund.
All International orders under normal circumstances take an average of 10-14 business days to be delivered. However, delivery times during COVID we are now seeing shipments taking approximately 1-2 months before arrival. Please note that a refund will not be issued until we have allowed the Postal Service sufficient time to deliver the order under the current shipping processing delays.
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.
In the event of a pricing or quantity error listed on the website we may refuse or cancel any orders placed for that item in accordance with our terms and conditions. Or a return shipping label will be provided to you if you wish to return the product back for credit.
Orders Addressed Wrong:
Our System for creating shipping labels is automated. If an order is addressed wrong at the time it was placed online, the package will not arrive and will be returned to us. If customer decides to have the package reshipped to a deliverable address, the applicable shipping charges will be billed again. If customer decides to decline reshipment, the order will be restocked and customer will receive a refund of the purchase price of the merchandise, less the shipping charges and a 10% restocking fee.
Costs and options are determined at checkout. We currently use UPS & USPS for all orders.
If you are not satisfied with the condition of the product (ex: craftsmanship, flavor) and you notify us within 5 days of receipt. A credit will be issued when returned to us, less the original shipping cost***. Returns for cigars will only be accepted with original cellophane sleeves, tubes, and other individual packaging (such as cedar strips, coffins, etc..) still intact. We must receive product back within 14 business days from notification for credit to be issued back to the customer. The cost of shipping back to us is the sole responsibility of the customer. Return postage will NOT be refunded or provided.
Non Tobacco Products
Non tobacco products may be returned within 30 days for a refund less the original shipping cost*** if items are unopened. Open items become the property of the customer. In cases of returning pipes, the item may be returned if it has not been used. If used it becomes the property of the customer. All non-tobacco products being returned are subject to a 10% restocking fee. If there is a defect, Top Hat Tobacco will replace the item at our cost after the product is returned using an RMA number.
Other Return information
If you would like to return any part of your order, please call 314-966-1002 for instructions on getting an RMA (return merchandise authorization). Please let us know a description of the problem.
***Even if we have a Free Shipping offer, it does cost us to ship your items to you. When credit is applied, it will be less our cost of shipping the item to you.
We want you to be completely satisfied with your purchase. If you are not, please contact us to obtain a valid RMA number. Then, simply return the items you do not want unused and in original condition within 30 days of confirmed delivery of your package and we will refund the purchase price. Shipping charges are non-refundable unless the return is due to our error. No restocking fee will be charged if merchandise is returned in original, undamaged, and unused condition. Merchandise that is returned damaged, with missing or damaged packaging, or missing parts will be charged a 10% restocking fee of the full purchase price. Returns will not be accepted without a valid RMA number. Merchandise that has been used and is found not to be defective or damaged or merchandise that has been opened and deemed disposable will not be accepted and will be returned to the customer at the customer's expense.
Merchandise should be returned via a pre-paid, insured, and traceable method to ensure a safe and documented delivery. Return packages will be processed within 3 business days and customer will be contacted.
If your order arrives with merchandise that is damaged, please hold on to all original packaging and contents, and contact us at 314-966-1002 immediately and no later than 3 business days from the date of confirmed delivery. All damage claims must be reported within 3 business days from confirmed delivery to insure that your claim may be processed and approved with the shipping carrier. Reporting damages more than 3 business days from confirmed delivery may result in your claim being denied by the carrier.