Shipping & Returns/Exchange Policy

Shipping Procedures

All products will be shipped via United States Postal Service or UPS.

The average delivery time for all shipments within the contiguous United States for the standard delivery option is between 3-5 business days. Sometimes product delivery time varies depending on in-stock availability and or arrival from manufacturers and distributors. Other delivery options are available for an additional cost. Contact support for more information on shipping options available.

Due to state mandate restrictions, EJ Brown Cigars does not ship tobacco products to South Dakota or Utah. All domestic orders require adult signature delivery to be accepted.

In the state of California, it is now required that there be an adult present (over 21) to sign and accept delivery of all tobacco shipments. Tobacco products cannot be shipped to Post Office Boxes in the State of California.

Returns & Exchanges Policy

EJ Brown Cigars guarantees your complete satisfaction with every product we sell and want you, the customer, to be happy with your purchase(s). Should you find that something is not to your satisfaction, we ask that you call us and we will make the proper arrangements to remedy the situation. We will gladly refund or exchange any merchandise in its original packaging within 14 days of receipt of your order. 

If you need to return an item, please send INSURED via FedEx, UPS, or parcel post to our shipping address of 11825 W Interstate 10 Ste 212, San Antonio TX 78230. Please notify us before returning any items. For damaged merchandise, please retain all packing material and contact us immediately at ejbrown@ejbrowncigars.com or by calling us during our normal business hours at +1 (210) 239-7000 or (210) 859-3680. We will promptly arrange for its replacement.

On cigar boxes, bundles, packs, or samplers (any count): store credit for exchanges or returns will be prorated based on the number of cigars not consumed.

All “dollar off” and “percentage off” coupons will be prorated based upon the dollar value of the products returned. If Return Guidelines are exceeded, the credit will be prorated based on the number of cigars consumed. “Free offers or Promotional Items”, included with some box orders, must also be returned with the box/boxes to receive proper credit.

The buyer must pay for return shipping in order to exchange or obtain a refund on their original purchase order.

For all insurance claims on lost or damaged merchandise, the buyer must wait for investigation results prior to receiving a replacement product, partial refund, or full refund. EJ Brown Cigars will not indemnify claims unless investigation results are deemed necessary by shipping insurance and regulatory authorities.

All refunds are subject to a 15% restocking fee.

Original shipping will be fully refunded only when one of the following is true:

1. Defective merchandise
2. Wrong item shipped due to our error
3. Damaged in transit

If you would like to return merchandise, the merchandise must have been purchased within the last 14 days AND you must obtain an RMA# (Return Merchandise Authorization) from EJ Brown Cigars. You may do so in one of two ways:

1. You may email us at  ejbrown@ejbrowncigars.com. You MUST include your order number, the item you are returning, and the reason you are returning the merchandise.
2. Or by calling our customer service department at +1 (210) 239-7000 or (210) 859-3680

Notice: No returns will be accepted without prior authorization.

Once you have obtained an RMA#, please follow these simple guidelines to return your cigars:

1. IMPORTANT! Please DO NOT return any cut or partially smoked cigars. Cigars believed to be unsmokable or defective must still be in a condition to be sent back to the manufacturer. If returns are received in less than adequate condition, our Returns Department reserves the right to refuse the package and/or deny or pro-rate your credit accordingly.
2. Please pack the cigars securely in a clean, odor-free carton suitable for shipping.
3. Enclose your original invoice in the carton, if possible.

Prominently display the RMA# on the OUTSIDE of the package and address the package to:

EJ Brown Cigars

11825 W Interstate 10 Ste 212

San Antonio TX 78230

Attention: Returns