FAQ

Below is a list of common questions that frequent customers just like you have asked. If you have a concern that hasn’t been addressed here, we encourage you to contact us by clicking here or just give us a call toll-free at 1-888-942-4427.

1. How long has the Vancouver Cigar Company been in business?

Established in 1996 with our first store on Broadway in Vancouver, we’ve been successfully selling Cuban cigars for over a decade. In fact, we are one of the oldest importers of Cuban Cigars in western Canada and a large part of our clientele is made up of well known international celebrities.

2. What are your hours of operation?

Our hours of operation are:

9am-7pm PST, Mon-Thurs
9am-6pm PST, Friday
10am-6pm PST, Saturday
11am-5pm PST, Sunday

Please call us toll-free at 1-888-942-4427 to discuss the exact Cuban cigars that we currently have in stock.

3. How do I know my cigars are real Cuban cigars?

We are authorized by Havana House Canada (The only legal distributor of Cuban Cigars in Canada). You may contact Havana House by calling 1-800-465-1941 and please feel free to speak with manager Roger Lanteigne to discuss our long standing relationship with them.

Bottom line, when you are dealing with the Vancouver Cigar Company, feel confident that you are getting the best quality and real Cuban cigars in the world.

4. Will you ship to the USA?

We ship worldwide, including the USA. In fact, we’ve been shipping to the USA successfully since 1996. Our shipping is very discreet and your cigars will be packaged very carefully. We value your privacy and your decision to select the Vancouver Cigar Company for your Cuban cigar needs.

5. What are your payment options?

We accept all major credit cards (Visa, Mastercard, Amex) for face-to-face instore transactions. We do not take payment through our website. Instead, we talk to each new client over the phone to verify payment and order details.

6. Is there a place you would not ship to?

Due to Canadian tobacco laws, we cannot ship our Cuban Cigars to Canadian provinces outside of British Columbia. However, we can ship accessories related to Cuban Cigars anywhere in the world including anywhere in Canada.

7. I live in the USA, how long will it take for my product to arrive?

We will carefully ship your product, in a discreet package using Canada Post’s XpressPost service. Kindly allow 3-5 business days for delivery. We will provide you with a tracking number so you can follow the progress of your shipment.

8. How do you ship to people who live outside of USA or Canada?

If your shipping address is outside of the USA an Canada, we will discuss shipping options on an individual basis. We regularly ship to many different countries around the world.

9. Do you guarantee your product or service?

At the Vancouver Cigar Company, customer satisfaction is our number one goal. Click here to learn more about our guarantee and commitment to making sure you have the best Cuban cigar buying experience.

10. What is your privacy policy?

You can see our privacy policy here. If you have any further questions regarding privacy, feel free to give us a call at 1-888-942-4427.

11. How do I return a product?

We ship our products out with the utmost care. If for some reason you are unsatisfied with your delivery, simply contact us and we will immediately resolve your issue. To read further on product returns, click here.

12. I’m more comfortable in placing an order by talking to a real person, can I place an order by calling you?

YES! In fact, we have a whole section dedicated for customers just like you. Click here to find out how to speak with our sales team and what you need to order the exact Cuban cigar(s) you are looking for.

13. So you guys are authorized by ‘Havana House’ - but what is ‘Havana House’?

Havana House is the ONLY and EXCLUSIVE importer of Cuban cigars in Canada. If a retailer is selling real Cuban cigars in Canada, they must buy through Havana House. To learn more about Havana House, click here.