Limited Tobacco Release Contact Policy
Limited releases are extremely popular and extremely stressful on our small (2 man, actually) operation. PLEASE ORDER CAREFULLY during these releases! During special releases Watch City has decided to enact the following policies-
1. During special releases, no emails or phone calls will be answered.
2. During special releases, no special requests can be accommodated (Split my pound into 4 ounce bags, Deliver at a later date etc...
In order to give each order the individual attention it deserves, and to get your orders out in a timely manner, we are forced to adopt a "Zero Tolerance" policy for any special requests.
Out of Stock Policy
We strive to have every item available in our shop in stock and ready to ship. The best laid plans get hit by reality sometimes, and we miscalculate!
If an item listed in stock is ordered and we come up short (we're human, mostly) our standard policy is to refund the cost of the item and ship the balance of the order. Shipping rates will also be altered on out of stock items large enough to effect those rates.
In the unlikely event that you entire order is out of stock, your order will be refunded in full and you will be notified immediately.
In the event that an item you have ordered will be back in stock soon (within 1 week) , we will ship the balance of the order and send you the "coming-soon" item when it arrives (of course, we pay the extra shipping!)
Domestic Online Returns Policy
- General Return/Exchange policy: Except for the circumstances listed below, we offer a 7 day no questions asked return policy. Call us or drop us an email to arrange for a return or exchange.
- If a package is refused by the consumer and returned to Watch City, only the price of the product will be refunded. Shipping charges will not be refunded.
- Merchandise Returns: We accept returns on all unused pipes, humidors and accessories within their original, unopened packaging. If the product has been used, even just once, we cannot accept a return. No exceptions.
- Items to be returned must be reported within 7 days after delivery. We will need a photo of the unused item or the unopened box before we can issue you a pre-paid return label.
- Tobacco/Cigar Returns: We only accept returns/exchanges on Tobacco/Cigars if you have been sent the wrong product. In this case we will happily offer a return/exchange up to the 7-day period provided the cigars/tobacco have not been opened. In addition, we will accept returns/exchanges on any opened boxes/tins of cigars/Tobacco which have mold or other physical damage. It is the consumer's responsibility to check the integrity of all tobacco within 7 days of purchase. Additionally, no returns will be given for cigars once they have been lit. Cigars that unravel, crack or otherwise get compromised while smoking are the responsibility of the customer. Let all cigars acclimate in your humidor for several days after arrival (yes, we really have to say this).
- Pipe Tobacco Tins: Watch City is in the business of selling tobacco to smoke, not "Collectable Tins". Due to manufacturers having changed from bottom ridged tins to flat bottom tins, occasionally these tins will arrive dented with the vacuum seal intact. All tins are checked for proper vacuum seal upon dispatch to the customer. Watch City will not refund or replace any tin that is dented. The same goes for non vacuum sealed tins as well (Pease, Cornell and Diehl, Some Solani etc).
- Pipe Returns: Watch city will accept returns on pipes within 7 days of delivery provided they have not been smoked. Once a pipe has been smoked, we cannot offer a return/exchange. In addition, Watch City Cigar does not accept returns/exchanges on "Burnt Out" pipes. Please see our Pipe Break-In Guide to learn how to prevent burning out a pipe
- Shipping Damages: If your item arrived damaged, please refuse the package and call us/email us to let us know. We will then ship you a replacement product immediately if one is in stock or notify you of specifics if it must be ordered.
International Returns Policy
- At this time, we only facilitate exchanges on international shipments on a case by case basis. Please email us if you would like to return an internationally shipped item. Watch city reserves the right to refuse returns on any item shipped outside the United States.
- In the case of a package refusal by the customer or return via customs, we will refund ONLY the price of the product and NOT the shipping cost. Watch City is not responsible for customs activity, levies, taxes or duties.
In-Store Returns Policy
- No returns or exchanges on Tobacco Products.
- Absolutely no returns on pipes. There is ample time in-store to inspect pipes. We do not warranty pipes for burnout, stem oxidation or other cosmetic issues. If you do not have ample time to inspect a pipe, our tobacconists will happily hold a pipe for you for 7 days.
- No returns on Lighters. All Lighter warranties are handled by the manufacturers
- All product warranties are handled by the manufacturers where offered.
- Absolutely no returns on Vape products. Please ensure that your Vape product works before leaving the store.
- All other accessories may be exchanged for product or store credit within 7 days of purchase provided they are in their original condition with all original packaging. Please note that a receipt is necessary for all product exchanges.
- Watch City is proud to offer free ground shipping on all domestic orders with product totaling $100.00 or more in the lower 48 United States only. (excludes Alaska, Hawaii and Puerto Rico)
- Shipping surcharges on over-sized or extremely heavy items will still apply (these charges are indicated on the appropriate product information pages and will be displayed in the shipping subtotal of your order). Orders typically arrive within 5-9 business days.
- Items shipped directly from the vendors may have longer lead times.
- Shipping costs are calculated in “real time” by the system at checkout and are actual shipping charges based on package weight and dimension. Please Note: Watch City requires its shippers to obtain an adult signature for all tobacco orders!
- Orders are shipped same business day if received by 12pm. All orders received after 12pm will be dispatched next business day.
- In the event of a shipping delay, we will notify the customer via email with an estimated handling time.
- Orders over 15.5 Ounces that qualify for for free shipping are sent via USPS Ground Advantage. Please note that tracking is not guaranteed for Ground Advantage. If you MUST have tracking, please upgrade to Priority or Express Mail.
We happily ship most anywhere else in the world with the understanding that
- All international packages are declared with the exact contents! We do NOT disguise customs forms. Sometimes a customer will write an order comment such as "Disguise Packaging" or "Declare as Clothing. If we receive an order comment requesting this, we will assume that the customer does not accept our customs policy. We will email the customer requesting that he read our customs police and respond to affirm his acceptance or refusal of the policy. If accepted, order will ship ASAP. If refused, order will be cancelled and refunded. If we do not recieve a reply within 3 days, the order will be cancelled and refunded.
- Watch City is NOT responsible for any package once it leaves the United States. All delays, losses and/or theft/confiscation is the responsibility of the buyer. Please order carefully with this in mind. Only if a package is returned to us will we refund the product cost minus shipping.
- Packages are declared with the exact product, weight and value on the customs form!
- Customs – Tariffs, Taxes, Duties, Fees:
Watch City is not responsible for any customs fees, tariffs, taxes, duties or other fees levied in the country of destination. Please be familiar with your country’s customs regulations before ordering. In the event of a confiscation by customs in which the package is returned to Watch City Cigar, The customer will be refunded for the products returned, but NOT the shipping cost. Again, PACKAGES RETURNED BY CUSTOMS WILL NOT BE REFUNDED SHIPPING COSTS.
- By placing an order with Watch City Cigar Co., you agree to accept any and all charges that may be in addition to regular shipping costs. If you choose to not pay these fees, and you abandon your package you are not entitled to a refund. Once the package leaves the United States, the package is your responsibility to either claim or abandon
- For our mutual protection, all packages are insured for the exact value of your order.
- Please Note: All International orders will be subject to a strict credit card/address verification process through the credit card’s issuing bank.
- Please allow 3 Business days for the processing of all International orders.
- Your shipping address must match your billing address. We regret we must adhere to this policy due to a rash of credit card fraud.
- Watch City requires its shippers to obtain an adult signature on all orders containing Tobacco products. Upon processing of your order you will be emailed a tracking number which you monitor in order that you can arrange to be at home when your package arrives,
- Check with your local authorities – Some of our products may be restricted for import and possession in your country. It is your responsibility to ensure that the product you are ordering is legal to possess. Although we may not be restricted by United States law to export an item, it may still be unlawful for you to import and/or possess these items.
- Washington State residents – It is a felony to ship tobacco products to Washington state. Watch city urges Washington State residents to contact their representatives.
- Maine state residents- At this time it is illegal for any Maine resident to accept delivery of tobacco products without a tobacco distributor or retailer's license. Maine residents order at your own risk. Watch City takes no responsibility for fines, confiscations or other penalties which may occur.
In Store Pick up
- In store pick up is available by choosing "Pick Up In Store" from the shipping options at checkout. In Store Pick Up is available at our Framingham, Massachusetts location only
Order Editing or Modifications
- Once an order is placed, it cannot be modified. For example: if you place two orders and later want us to combine them for reduced shipping or Make an order of $50.00 and wish to later add more items to reach the free shipping quota. WE can, however, cancel and refund the order at which time you can make another order.