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Categories

Frequently Asked Questions

Age Restrictions

Payments

Orders

Shipping & Processing

Products & Quality

Returns & Exchanges

Taxes

 


Age Restrictions

How old do I have to be to place an order on your web site?

  • You must be of legal smoking age or at least 18 years old (whichever is greater) to place an order on our website.
  • At this moment most of the areas in United States have smoking age set to 18 years old. Some states and counties, however have it raised to 19.
  • Providing a false declaration of age under penalties of perjury is a criminal offense.

Do you require identification to confirm my age?

  • We ask you for the last 4 digits of your social security number (SSN) for the sole purpose of verifying your age.
  • Occasionally, we might request additional information to verify your age.

Can I purchase products on behalf of minor?

  • Purchasing tobacco products on behalf of minor is prohibited and is punishable by law. We ask you to be responsible and thank you for your cooperation.

Can you refuse my order?

  • We are in business of providing the best possible customer experience to our customers. However, we reserve the right to refuse or cancel an order upon our discretion. In case we identify any fraudulent activity or failure to conform to our Terms of Use policy, your order would not be processed.

Payments

What payment methods do you accept?

  • We accept major credit cards including Visa, MasterCard and Discover as well as PayPal payments through PayPal Express service.
  • We accept bank transfers.
  • We do not accept American Express.
  • In some cases after credit approval we accept Pre-paid Company Checks, Personal Checks, Cashier's Checks or Money Orders.
  • This policy is subject to change without notice depending on our merchant service agreements.

Why does Prime Wholesale need to verify my shipping address?

  • For fraud prevention purposes, if your billing and shipping addresses are different, we must verify your shipping address. The reason we do this is to ensure that both you and us are protected from fraudulent activities. Only you, as the cardholder, can add an alternate address on file with the bank and/or credit card company; this keeps our fraud rate down and gives you more peace of mind knowing you are purchasing/shopping with a company who has your best interests in mind.

Is Prime Wholesale site secure? What security features are in place to protect my information?

  • Security is a top priority at Prime Wholesale. When you submit sensitive information via the website, your information is protected both online and offline. When our registration/order form asks you to enter sensitive information (like your credit card number), that information is encrypted and is protected with the best encryption software currently available in the industry – SSL.

Why was my credit/debit card declined?

  • A credit card charge can be declined due to an incorrectly-entered credit card number or expiration date, a daily limit, insufficient credit or other reasons. If the information you submitted was correct, then the reason could be that your bank or credit card company simply did not authorize us to charge the card. In case all of the information entered is correct, please contact our Customer Service department and we will do our best to resolve the issue.

Orders

Can I place an order over the phone?

  • Yes. We accept phone orders Monday - Friday 11AM - 5PM (Eastern Time).
  • Please feel free to call our Customer Service department. If all representatives are busy assisting other customers we ask you to leave a voice message with your contact information. We'll contact you as soon as possible.
  • Phone orders are typically processed on the next business day.
  • Online offers, deals and promotions (including free shipping and coupons) do not apply to phone orders.
  • Payment options are the same as for online orders.

Can I change my order?

  • Feel free to call our Customer Service to cancel or change your order. We will gladly assist you unless the order has already been shipped out to you.
  • If the order is already shipped to you, you can return or exchange products by following simple steps described in our Return Policy.

How will I keep track of my order's progress when I submit an order with Prime Wholesale?

  • You can always track your order’s status by logging in to “My Account”.
  • Notification emails will be sent to you upon any order activities.
  • Please make sure you have provided correct email address to us to receive order updates. Also make sure emails from us are not sent to spam.

What if I do not receive my order?

  • If you do not receive your order within 10 days after being shipped we will start an investigation on the package with the shipper. USPS will not allow us to file a claim on the package unless 21 days have passed. If you need your order before we get a response from the shipper you will have to place another order and once the claim has settled we can refund your money for the undelivered package.

Do you have discounts, deals or coupons?

  • From time to time we have discounts and deals on certain products.
  • We accept coupons issued by Prime Wholesale.
  • We do not accept competitor’s coupons.
  • You may want to sign up for our “Newsletter” and receive money saving deals and promotions directly to your email.

What if a product is out of stock?

  • Occasionally, some products maybe out of stock, however we always do our best to back order popular products as quickly as possible. If you are interested in purchasing a product which is out of stock, we may back order it and ship it to you as soon as possible. Please don't hesitate to contact our Customer Service department if you have any special requests.

Shipping & Processing

How fast will you ship my order?

  • Typical order processing time for items that are “In Stock” is 24-48 hours. We strive to provide you the best customer experience and ship your products as fast as possible, but please note that on rare occasions, you may experience some delays in processing and shipping due to order verification process.

Do you provide free shipping?

  • Our free shipping policy changes from time to time, so please check back often for our special deals on Free Shipping offers.

Will my order require an Adult Signature?

  • Adult signature is optional.

Quality

How is the quality of your tobacco products?

  • We pledge to use only the freshest quality product available. We get new shipments of fresh product every monday, and we inspect and throw out product based on manufacturing guidelines. Your satisfaction is Guaranteed!

Are your premium cigars fresh?

  • All of our premium cigars are fresh and always kept in humidors to guarantee the best possible quality of the products.

Returns & Exchanges

Where can I find detailed information and instructions on returns & exchanges?

Taxes

Does Prime Wholesale charge sales tax?

  • If business federal tax id number is provided, no taxes are charged.