Shipping Policies
As the world continues to navigate the COVID-19 pandemic, we’d like to recognize the wonderful folks at the United States Postal Service that allow us to continue providing our world class service. We invite you to join us in celebrating these dedicated men and women acting as the lifeblood of our nation right now.
We’ve learned that many of our postal workers are pulling double shifts right now in an effort to keep up with increased demand. Despite their best efforts, we’ve seen a delay in shipping times to certain areas and we'll likely continue to experience delays throughout the pandemic. We appreciate your patience and understanding during these trying times, and look forward to rewarding the moms, dads, brothers, sisters, sons, and daughters that deliver your favorite packages.
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We at Family X Loyalty Cigars take pride in how we ship – we know your order is very important to you. Packaging is critical; we spend the time necessary to make sure you receive your package in a timely manner, the content is fresh, and in pristine condition.
USPS Priority/First Class/UPS is FREE to all US orders – including Alaska, Hawaii, and Puerto Rico.
We generally ship the same day – Monday through Saturday. The cutoff is at 5pm EST, and the Saturday cutoff is at 12pm EST. Sometimes there are issues with USPS/UPS that can cause technical delays or there are issues that we cannot control but we have a great track record!
In order to keep your order fresh until you receive it, we include a FREE Boveda Humidity pack in every shipment. Please be aware this does not ensure your cigars are ready to smoke when they arrive. We suggest waiting a minimum of one week ideally 10-14 days once the cigars are placed in a stable environment. From testing we have done we found that in transit, temperatures can increase/decrease up to 30 degrees. We shipped a SensorPush around the US. We found that although humidity holds rather steady with a Boveda pack, temperatures can range from 50-100 degrees Fahrenheit. We will continue to map humidity/temperatures around the US as seasons change in order to try and provide the best shipping experience.
On your first order, we will require that the shipping address must match with the billing address. We do not ship to forwarding addresses on your first order. This is a precaution that we take in order to protect ourselves and the customer. After your first order, the shipping and billing addresses do not need to match up. If you are unable to ship to the billing address, please contact us via email or phone before attempting to order.
Should you plan to make multiple purchases throughout the day, we ask that you let us know in the comment section, on your first order, that you plan on making multiple orders. We will then combine your orders into one package and get it out the same day, if the final order is placed within the shipping time frame.
In case your package is stuck in transit or is stolen, please first contact the USPS Customer Service. The representatives have a more in-depth tracking system and can give you an update about the location of your package and such. Should you find no help, please email us at sales@familyxloyaltycigar.com.
International shipments – Please be aware we do not ship to forwarding addresses on your first purchase, as mentioned above billing/shipping must match on first orders.
Overnight Shipping: If you want your shipment sent overnight USPS Priority Mail Express, please let us know before 3pm EST (Monday through Friday ONLY). You will be responsible for the full cost. If it is your first time ordering will also require shipping to the billing address.
IMPORTANT: If you receive your package and it’s damaged, please take pictures BEFORE opening the box and email them to us immediately with your name and order number. This will help us with any claims that need to be filed.
Return/Refund Policy
Non-Tobacco and Non-Handmade Products: If you are not 100% satisfied with any non-tobacco product that you purchased from FamilyXLoyalty.com you may return it in original condition within 14 days of purchase for full credit or refund.
Handmade Products: If you have used the pipe or the pipe shows any signs of usage, we can not accept the pipe in return.
Cigars: Damaged items will be replaced, we will pay for all shipping costs. If you are not 100% satisfied with any cigars that you purchase from FamilyXLoyalty.com, you may return them within 30 days for store credit or direct refund for the amount of cigars returned, minus applicable shipping costs. Returns accepted only with original Cellophane Wrapper intact. Cut or smoked cigars will not be accepted as returned product.
Free Promotional Items: All defective free/promotional items must be returned by customer at customer cost. Replacement will be issued when it is received by FamilyXLoyalty.com.
Directions for Returns: Please email our Customer Service Department (786) 310-1466 for a Return Merchandise Authorization number within 3 days of receipt of your order to expedite the return(s). Family X loyalty will pay for return shipping if your package was damaged or there was an inventory error when it reached you.
-Please pack item(s) well in a rigid cardboard box with packing material. Even if item was damaged or defective initially. Items returned and damaged due to improper packing will be paid for by customer.
-If reusing packing material please remove old shipping labels on box.
-Please return package as soon as possible for faster reconciliation.
-Include Family X loyalty order number in package if possible.