FAQ

 1.     General

·         What are your customer service hours?
    Our customer service hours are:

·         Monday through Friday 9:00 am – 9:00 pm, EST

·         Saturday 12:00 pm – 5:00 pm, EST

·         Sunday – Closed

·     What is your return policy?
We will only accept returns for products that arrive damaged/spoiled or that contain processing errors.  A customer must receive a Return Merchandise Authorization Number (RMA#) in order to return a package.  Packages that are returned to our facility with no RMA# will be refused.  Please call Customer Service at 1-866-215-1069 for an RMA # and specific instructions on how to return your damaged/incorrect product.

·     What if I have a question about my account?
You can login into your account and check your order history or modify your profile.  If you cannot find the answer to your question online, please call our Customer Service Center.

·     What does "quantity" represent when purchasing cigarettes or filtered cigars?
For the cigarette and filtered cigar categories, "quantity" is equivalent to 1 carton, unless otherwise noted.

·     Can I order individual packs of cigarettes or filtered cigars?
All cigarettes and filtered cigars are sold in 10-pack cartons (unless otherwise noted) and we cannot sell individual packs. For other types of  tobacco, please check each individual brand to see how many are included in each pack.

2.     Payment

·         Credit or Debit Card – at this time we are able to accept only Visa cards

·         Electronic Funds Transfer (EFT) from your checking or savings account

·         Money Order or Check – the name on the check/money order must match the name of the account holder

·         Moneygram – can be completed online at www.moneygram.com or at any Moneygram location

*Not all payment methods are available in all states.

3.     Ordering

·     What is the minimum age for ordering?
You must be at least 21 years old to place an order at OrderSmokesDirect.com.

·     How do I place an order?
Placing an order on OrderSmokesDirect.com is quick and easy.  Just log in to your account online, browse our extensive product line, add any product to your cart and checkout.  If you do not have an account, please click here.

·     How many cartons can I order at once?
Your order cannot contain more than 10 lbs of tobacco.  Our system will automatically calculate the weight of the tobacco in your order to prevent any orders that weigh more than this.

·     What if I have questions about an order?
You can check your order details and history by logging into your account and clicking the Order History link.  If you cannot find what you need, please call our Customer Service at 1-866-215-1069.

4.     Shipping

·     How soon will I receive my order after it ships?
Orders will typically arrive 5 - 9 days after the ship date (8 - 12 days for Arizona customers).  Our Current ship dates are:

Arizona - 10^th & 24^th of every month
Colorado - 7^th & 21^st of every month
Mississippi - 5^th & 19^th of every month
Nevada - 12^th & 26^th of every month
South Carolina - 12^th & 26^th of every month
Tennessee - 5^th & 19^th of every month
Texas - 3^rd & 17^th of every month

·     What time will my package be delivered?
Customers will be contacted by the shipper and will have the option to choose one of three delivery windows.  The windows are Monday – Friday

·         9am – 1pm

·         1pm – 5pm

·         5pm – 9pm

·    Do I have to be there to receive my order?

     No, but an adult over the age of 21 with a valid government issued Photo ID will need to be present to sign for the package.

·    What if I miss my delivery time?

     Two attempts will be made to deliver the package.  After the two attempts, the package will be held for 5 days at the shipping facility before being returned to our company.  WE WILL NOT REFUND MONEY FOR ANY UNDELIVERED PACKAGES.

·    Can I pick my order up if I won't be there during the available delivery times?

     Yes, any adult over the age of 21 with a valid government issued Photo ID can pick up your package during the business hours of 9am - 5pm, Monday - Friday.

·    What if I live in a rural area?

     Customers that reside within 56-70 miles of a major metropolitan area that is serviced by our shipping partners will be considered a rural delivery. Because of the distance, deliveries are limited to Monday, Tuesday, Wednesday, and Thursday between 9am - 5pm. Evening delivery times will not be available at this time.

     We will make 1 attempt to deliver a package to a rural customer and then hold the package and attempt 1 more time when the delivery personnel is back out in that region (approximately 2 weeks later). At anytime a customer can arrange to pick-up held packages from the distribution facility.