FREQUENTLY ASKED QUESTIONS

AGE RESTRICTIONS

How old do I have to be to place an order on your web site?

You must be 18 years of age to place an order on our website. Providing a false declaration under penalties of perjury is a criminal offense..

Do you require identification to confirm my age?

Occasionally, we might request additional information to verify your age.

Can I purchase products on behalf of a minor?

Purchasing tobacco products on behalf of minor is prohibited and is punishable by law. We ask you to be responsible and thank you for your cooperation.

Can you refuse my order?

We are in the business of providing the best possible customer experience to our customers. However, we reserve the right to refuse or cancel an order upon our discretion. In case we identify any fraudulent activity or failure to conform to our Terms of Use policy, your order would not be processed.

PAYMENTS

What payment methods do you accept?

We accept major credit cards as well as PayPal payments through PayPal Express service. Unfortunately, we do not accept certain forms of payments such as Pre-paid Company Checks, Personal Checks, Cashier’s Checks or Money Orders. This policy is subject to change without notice depending on our merchant service agreements.

Why does Royal Tobacco USA need to verify my shipping address?

For fraud prevention purposes, if your billing and shipping addresses are different, we must verify your shipping address. The reason we do this is to ensure that both you and us are protected from fraudulent activities. Only you, as the cardholder, can add an alternate address on file with the bank and/or credit card company; this keeps our fraud rate down and gives you more peace of mind knowing you are purchasing/shopping with a company who has your best interests in mind.

Is Royal Tobacco USA site secure? What security features are in place to protect my information?

Security is a top priority at Royal Tobacco USA. When you submit sensitive information via the website, your information is protected both online and offline. When our registration/order form asks you to enter sensitive information (like your credit card number), that information is encrypted and is protected with the best encryption software currently available in the industry – SSL.

Why was my credit/debit card be declined?

A credit card charge can be declined due to an incorrectly-entered credit card number or expiration date, a daily limit, insufficient credit or other reasons. If the information you submitted was correct, then the reason could be that your bank or credit card company simply did not authorize us to charge the card. In case all of the information entered is correct, please contact our Customer Service department and we will do our best to resolve the issue.

ORDERS

Can I change my order?

You can only change a placed order only

How will I keep track of my order's progress when I submit an order with Royal Tobacco USA?

You may always track your order’s status by logging in to “My Account”.

What if I do not receive my order?

If you do not receive your order within 10 days after being shipped we will start an investigation on the package with the shipper.

Do you accept coupons?

We accept coupons issued only by Royal Tobacco USA. However, we do not accept competitor’s coupons. You may sign up for our “Newsletter” and receive money saving deals and promotions directly to your email.

SHIPPING & PROCESSING

How fast will you ship my order?

Typical order processing time for items that are “In Stock” is 24-48 hours. We strive to provide you the best customer experience and ship your products as fast as possible, but please note that on rare occasions, you may experience some delays in processing and shipping due to the order verification process.

Do you provide free shipping?

Our free shipping policy changes from time to time, so please check back often for our special deals on Free Shipping offers.

Will my order require an Adult Signature?

We do require an Adult Signature upon package delivery for all shipments containing tobacco products. This ensures that packages will not be minor’s possession upon delivery.

Do you ship internationally?

At this time, we do not ship internationally.

Do you ship discreetly?

We always respect your privacy. All products are packaged in a box without any identification. Your package is completely discreet.

PRODUCTS

Can I resell products purchased from your website?

Reselling tobacco products purchased from Royal Tobacco USA’s web site is prohibited.

QUALITY

Freshest quality of your tobacco products?

We pledge to use only the freshest quality product available. We get new shipments of the fresh product, and we inspect and throw out product based on manufacturing guidelines. Your satisfaction is Guaranteed!

RETURNS & EXCHANGES

Where can I find detailed information and instructions on returns & exchanges?

Please refer to our Return Policy page.

TAXES

Does Royal Tobacco USA charge sales tax?

Tobacco General charges the appropriate state and/or local sales tax for any order shipping within our state.

OUT OF STOCK

Out of stock

Occasionally, some products maybe out of stock, however we always do our best to back order popular products as quickly as possible. If you are interested in purchasing a product which is out of stock, we may back order it and ship it to you as soon as possible.

SPECIALS / COUPONS / PROMOTIONS

Specials / Coupons / Promotions

At this time we do not accept competitor’s coupons.