Help & FAQ
Need help with your order or have a question about Joe Cool Cigar? You’re in the right place. Below are answers to some of the most common customer service questions we receive. For product instructions, refill guidance, and humidor tips, please visit our How To page.
Shipping
Do you offer free shipping?
Yes. Joe Cool Cigar offers free standard shipping on orders within the United States and U.S. territories.
When will my order ship?
Orders placed before 12PM EST are typically shipped the same business day. Orders placed after 12PM EST, on weekends, or on public holidays are processed on the next business day.
How long does delivery take?
Most standard shipping orders are delivered within 3–5 business days after shipment. Business days do not include Saturdays, Sundays, or public holidays.
Where do you ship?
At this time, Joe Cool Cigar ships within the United States and U.S. territories.
What happens if my order is delayed or lost?
Carrier delays can happen from time to time. If your order appears delayed, please contact us with your order number so we can help look into it. A package may be considered lost after it has been in the postal system for 15 business days.
Orders & Account
How do I check the status of my order?
After your order is placed, you should receive an order confirmation by email. Once your order ships, tracking information will be sent to the email address used at checkout.
What should I do if I entered the wrong shipping address?
Please contact us as soon as possible. If your order has not shipped yet, we will do our best to update the address. If the order has already shipped or is returned because of an incorrect or incomplete address, the customer may be responsible for re-shipping costs.
Do I need an account to place an order?
No. You can place an order as a guest. Creating an account can make it easier to view past orders and manage future purchases.
Can I cancel or change my order after it is placed?
Please contact us as soon as possible. If your order has not shipped yet, we will do our best to help. Once an order has shipped, it may need to be handled as a return or exchange.
Returns & Refunds
What is your return policy?
Joe Cool Cigar is committed to customer satisfaction. If you are not satisfied with your purchase, you may return or exchange your item within 60 days of the ship date.
Are there restocking fees?
No. We do not charge restocking fees.
How do I start a return or exchange?
Please contact us with your order number and the item you would like to return or exchange. We’ll provide instructions and help you through the process.
When will I receive my refund?
Once your return is received and processed, your refund will be issued to the original payment method used at checkout. Please allow a few business days for your bank or credit card provider to post the refund.
What if my item arrived damaged or incorrect?
Please contact us as soon as possible with your order number and a photo of the issue. We will work with you to resolve the problem quickly.
Product Help
Where can I find product instructions?
Product instructions, refill guidance, and humidor usage tips can be found on our How To page.
What humidity should I maintain in my humidor?
Many cigar enthusiasts aim to maintain a humidor around 70% relative humidity, although some prefer slightly lower humidity depending on their humidor, cigars, and climate. For more product guidance, please visit our How To page.
When should I refill my Joe Cool Cigar crystal gel humidifier?
Refill guidance depends on the specific product you are using. For crystal gel humidifiers, check the product regularly and refill as needed using the recommended Joe Cool Cigar solution. Detailed refill instructions can be found on our How To page.
Wholesale
Do you offer wholesale pricing?
Yes. We welcome wholesale inquiries from cigar shops, lounges, retailers, and other businesses interested in carrying Joe Cool Cigar products.
How do I become an authorized retailer?
Please contact us through our Wholesale page or Contact page with your business information. We’ll review your request and follow up with more details.
Contact Us
Still need help?
We’re happy to assist. Please contact us through our Contact page and include your order number if your question is about an existing order.