Skip to main content

Our Promise

30-Day Satisfaction Guarantee

Every cigar we ship is hand-selected. If something isn't right, we make it right: no hassle, no questions, free return shipping on us.

The First Draw Promise

Don't love your first stick from any box? Email us within 30 days and we'll issue full store credit. No need to return the remaining cigars. One condition: you tried it. That's the only bar.

Claim your First Draw Promise

How to Start a Return

  1. 1

    Log in to your account

    Head to My Account → Orders and find the order you'd like to return. Eligible orders (within 30 days) show a "Start Return" button.

  2. 2

    Tell us what happened

    Select a reason, add details, and upload a photo if the cigars arrived damaged. Takes under two minutes.

  3. 3

    Print your prepaid label

    A free prepaid return label is generated instantly. Pack up and drop off at any UPS location.

  4. 4

    We process your refund

    Once we receive your return, your refund or store credit is issued within 3 business days.

Start a Return

What's Covered

  • Defective or damaged cigars upon arrival
  • Wrong items shipped
  • Cigars that arrive dried out or over-humidified
  • Orders that don't match what was described
  • First Draw Promise: unsatisfied with your first smoke from any box

What's Not Covered

  • Cigars that have been smoked (beyond first draw evaluation)
  • Damage caused by customer's improper storage after delivery
  • Cigars purchased more than 30 days ago
  • Damage claims filed more than 5 days after delivery
  • Orders shipped to non-compliant states
  • Change of mind after 30 days

Damage & Defect Claims

If your order arrives damaged, you have 5 days from delivery to file a claim, more generous than the industry-standard 72 hours. Photograph the damage and packaging before discarding anything.

File directly in your account or email [PLACEHOLDER: support@pyrecigars.com] with your order number and photos.

Refund Timing

Refunds are processed to your original payment method within 3 business days of receiving your return. Store credit is issued immediately upon approval. Your bank may take an additional 3–5 business days to post.

Need Help?

Email Support

hello@pyrecigars.com

Phone

Phone support launching soon

Email is the fastest way to reach us, email replies within 1 business day.