Frequently Asked Questions
The following provides answers to some of the frequently asked questions by our visitors.
What payment methods are acceptable, do you accept Credit Cards?
Payment for your orders can be made online with Credit cards (Visa, Master or Discover) or Debit Cards by using Walmart's Moneygram or Western Union. They also accept Cash if you do it offline by walk-in to their store/agent location. We also accept direct Bank Wire Transfer. Paypal, Skrill or similiar online payment are unfortunately not allowed for use with transaction related to tobacco or cigarettes.
Is there any delivery or handling charges? Who pays the shipping cost?
There is no handling fee. We make the shipping policy very simple, free shipping for orders of $50 or more, $7.99 shipping fee if you order below $50.
How will my order ship?
All orders will be shipped with Express Mail Service (EMS) or Registered Mail provided by Indonesian Post Office.
What countries do you ship to?
We ship to almost all countries, over 150+ countries cover by Express Mail Service (click here to see) and more coverage by Registered Airmail.
I can't find my country in the shipping field?
If you can not find your country in the shipping field while ordering, please contact us so we can resolve the issue.
How long will my order take to be processed?
We will process your order as soon as we accept the payment, we endeavor to process orders as quickly as possible as we know how exciting it is to get your order promptly. However please allow 24 – 48 working hours as a guide.
How long will delivery take?
The estimated delivery time is 10 – 21 business days for USA, Europe, Africa and 7 - 10 days for Asia, Australia. From our experiences, it is a bit random and we can do nothing about it. Do keep in mind that sometimes it may take longer because of many factors such as holiday events, country regulations, politics, weathers, etc.
Will there be any duty, or custom charges?
Restriction and regulations varies by country but generally 1~3 carton of cigarettes (200-600 cigarettes) are the typical limits for duty-free importation. However, we can not guarantee there will be no duty or custom fee impose entering your country because regulation might change from time to time.
Do you disclose the package as cigarettes or tobacco during shipping?
Your order will be shipped discreetly in a plain packaging to minimize unnecessary attention from third parties.
Will I get my money back or have the goods replaced if the parcel is lost or stolen?
Yes, we offers a 100% money back guarantee or re-send covering the price of the cigarettes (exclude the shipping cost) if the package is declare as lost or stolen.
What happens if my package got rejected by customs?
Any package returned to us because of Customs rejection, will be resend to you for free once the package arrived in our store.
Do I need to sign, collect my package at the post office or it is deliver to my door?
The package will be deliver to your designated shipping address. If you are not home, delivery officer will usually retry at different time or leave a note (to contact him/her or pick up at post office). Signature and valid ID might be require, ultimately it all depends on how your local post office operate.
What happens after I placed my order?
Once your placed your order, you will receive an email notification confirming your order in details and containing payment instructions. We will check whether everything is in order and one of our staffs should contact you if there are issue or just to let you know everything is fine and to proceed to payment.
How do I know my order has been accepted?
Once your order reached us, you will receive an email notification confirming your order details. This email will detail the order that you have placed and will give you an order reference number. We would advise you to keep this email safely as you will need your order reference number for any further queries which you may have.
I have not received my order acknowledgement or notification email.
Please contact us if you do not receive an acknowledgement email and we will make sure it is not a problem with our system. Acknowledgement emails are generated and sent automatically once an order has been successfully completed. You should check your spam or junk mail folders to make sure they have not gone directly to this location by adding our email address into your contact list. You may also need to ensure that all of the details entered are correct, particularly email address and delivery addresses.
How will I know whether my order has been shipped?
Once your order has been shipped, we will send you a dispatch notification email with Tracking Number and estimated delivery dates so you can track the delivery process.
Can I change or cancel my order?
If your order has not yet shipped, you can request to amend or cancel your order. Simply let us know the details of your orders you wish to amend or cancel.