Frequently Asked Questions

MAKING ORDER

What happens after I place an order?

Once your order has been received by EU-Cigs.com, you will receive an e-mail confirmation. This is confirmation that your order has successfully been placed. You get an order number which you can refer when inquiring about the status of your order. Your order is then sent over a secure connection to EU-Cigs.com. If placed from Sunday to Thursday your order will be processed and shipped right on the next day. If placed on Friday or Saturday, your order will be shipped on Monday. If there are any problems with your order, one of our customer service associates will contact you by email.

Which credit cards are accepted?

EU-Cigs.com accepts Visa credit cards. Please note if you want to order using your Visa credit card you should choose to pay via Processing System.

Is it safe to pay credit card online?

Do note that you do not pay us, but the credit card company's secure server, so your credit card number cannot be intercepted and your personal data is 100% secured. All the information that you provide during the shopping process is encrypted by our credit card company. Your credit card details are not available for us and used only to process your order online. The pages ensuring a level of safety, can be identified by means of a key which will appear in your Netscape Navigator or Internet Explorer padlock.

How can I find out my order status?

After you've placed your order at EU-Cigs.com you will be automatically notified by E-mail. Please, notice that we do not ship orders within 24 hours to give you a possibility to change or update your postal address and/or the order items. In such cases you must immediately send us an e-mail with your changes. Please enclose your order number when writing about changes in your order.

What if I do not receive an order confirmation via e-mail?

You will receive an order confirmation message via e-mail shortly after EU-Cigs.com receives your order. If you do not receive this message within one hour of placing your order, there might be a delay on the Web due to traffic. If this happens, please feel free to contact us at support@eu-cigs.com to ensure that your order is being processed.

Can I change the delivery address?

We will be happy to change the delivery address as long as your order has not been delivered or is not on its way to being delivered. To request a change to your order's delivery address, please contact us at support@eu-cigs.com.

ABOUT PRODUCT

Are the cigarettes sold at EU-Cigs.com first choice?

The cigarettes sold at EU-Cigs.com are fresh and of the highest quality available on the market, made in Russia and Ukraine.

Why does EU-Cigs.com sell brown filter Marlboro Lights instead of white filter cigarettes?

The "white filter" cigarettes are made in the USA and destined exclusively to the US market. Philip Morris does not authorize the selling of these cigarettes outside the USA. The "brown filter" cigarettes are sold on the European market and can also be sold in the USA.

Is there any difference between the white filter and the brown filter Marlboro Lights?

Yes. The first are made to match the taste of American smokers while the second are suited to European tastes. Philip Morris does not provide any other information on this matter. According to smokers (and suggestions), the "white filters" may be slightly stronger. There is only one way to find out. Try them!

Do you sell other brands of cigarettes in addition to those advertised at your site?

Not currently. The only brands we sell are shown on the Home page.

Will you be offering other brands in the future?

Yes. The assortment and type of available brands and products will extend in time.

DELIVERY

How long does it take to process my order?

All cigarettes at our site are available to be shipped - that means we have them in stock and can provide them to you immediately. All orders will be dispatched within 2 days. Usually we process an order within 24 hours. All weekend orders, will be batched on Monday. We will endeavour to ensure that your order is shipped promptly.

How long does it take to deliver my order?

We use USPS to ship orders depending on amount of cartons you ordered. It provides quite fast and inexpensive delivery. In some cases you will have to pick up your parcel at the local post office. Usually it takes 2-3 weeks, the deadline is 4 weeks.

Are the shipping time 2-4 weeks guaranteed?

No. Air Mail delivery times can be affected by mailing problems in the destination state.

What are the shipping rates?

We have a very simple shipping and delivery price policy: Price of shipping and handling is $9,49 for any cigarettes.

If I make an order on Friday or Saturday, when my order will be sent?

Usually, your order is processed in 24 hours. Orders received on Fridays and Saturdays are sent on the first working day following reception (Sundays and public holidays).

Why have I received only part of my order?

According to the mailing/customs regulations we can send a limited quantity of cartons per day and per address, due to that your order is split up into several parcels. The parcels are shipped on the same day but in rare cases they reach destination together. The time between the first and the last parcel delivery is in average 2 to 5 days.

Why can't you send me a single parcel containing more cartons?

Because it would be subject to duty since the width and value would not fall within the prescribed international parameters.

Can I track my parcel by means of its number?

If you order 3 or more cartons, we can track the parcel. Just contact us and we'll tell you the results of tracking.

LEGALITY

Is it legal to resell cigarettes ordered from EU-Cigs.com?

No. This is against the law in any country of the world.

Is it legal to ship cigarettes and tobacco?

Yes, it is absolutely legal if company sends tobacco products to customer for its personal use, and customer is of a legal age.