Shipping Policy

Carrier Diversity

At TED Tobacco we go to great lengths to ensure the accurate, on-time, cost effective, and secure delivery of our customers’ orders. We maintain contracts with multiple freight and ground carriers to deliver the best possible service—based on destination, order sizes, fuel costs, and other variables—and are chosen at our sole discretion. We also understand that our partners and customers like options, and we continuously strive to improve our shipping paradigms to include options available at checkout to include multiple carriers, expedited and value-based services.

Standard Shipping (Priority Shipping). Orders are prioritized and are expedited throughout every stage of our processing, fulfillment, and shipping processes. AM orders ship same day, are tracked through delivery, and delivery is guaranteed and insured. To further expedite delivery, carriers are chosen based on transit time quotes presented to us at the time of shipping.

UPS Shipping (Adult Signature Required at Delivery). Most orders ship same day, are tracked through delivery, and delivery is guaranteed and insured. In accordance with UPS policies, adult (21+) signature is required for orders containing tobacco products upon delivery. Tracking information is always provided via email at the time of shipping, and the adult customer is responsible for being on premises to sign for package delivery. We don't recommend this service for customers unable to guarantee their presence at delivery. UPS will not leave tobacco products without an adult signature, and any additional charges incurred for returning tobacco shipments shall be the responsibility of the customer. We recommend customers who use this service often subscribe to the UPS My Choice service to assist in managing deliveries. It's a free service and is available at: ups.com/us/en/track/ups-my-choice.page. UPS prohibited items list includes little cigars and filtered cigars; these products will not be shipped via UPS regardless of shipping method selected at checkout.

Standard Shipping (Economy Shipping). Our best value option. Orders are tracked through delivery and delivery is guaranteed and insured. Orders are shipped via and will be delivered by the carrier of our choosing, including USPS.

Damaged Shipments

As our loyal customers and partners will attest and their reviews confirm, we go above and beyond in proactively protecting our shipments from damage, including double-boxing and segregation and insulation of products during packing, and we don't stop there. Incoming and outgoing shipments to and from our distribution and fulfillment centers are subject to a rigorous quality control process in which they are checked and double-checked by independent audit and verification processes and other means to ensure only error-free, complete, and undamaged orders are shipped. Customers should inspect shipments of orders for accuracy, completeness, and quality upon receipt, and should report deficiencies to TED Tobacco Customer Support immediately by emailing us at [email protected] or by calling us at 866-364-0782. Reports of damaged or missing items shall not be considered for credit, reimbursement, or replacement after three (3) business days following verified delivery. Although unlikely to occur, we cannot reasonably be held responsible and are not liable for loss or damage of or to merchandise not in our possession or under our control during transit, delivery, or at the customer’s location, including misplaced packages, theft, inclement weather, or other unforeseen conditions or causes. We are happy to assist our customers and partners with claims for orders received damaged by carriers. Our commitment to quality demands that we hold ourselves accountable for our errors or mistakes, and our return policy leverages industry standard best practices to deliver the best possible customer satisfaction, while protecting ourselves from risks beyond our direct control.

Delivery Expenses

TED contracts for shipping services door-to-door, from our distribution and fulfillment centers literally to our customers’ doorstep. Additional expenses incurred because of extra services provided by the carrier and not pre-contracted by TED, including but not limited to inside delivery, inside pickup, limited access, or residential delivery notification, whether or not specifically requested by the customer are the sole responsibility of the customer. TED does not authorize our carriers to provide these services, explicitly refuses these services, will not be liable for related fees, and will charge the customer for these additional expenses, if incurred.

Free Shipping

TED may offer free, discounted, or flat-rate shipping on qualifying orders and may cancel or suspend this service at our sole discretion. Qualification may be based on delivery area, products ordered, and/or other factors. Orders are tracked through delivery and delivery is guaranteed and insured. Orders are shipped via and will be delivered by the carrier of our choosing, including USPS.

Lost or Stolen Packages

If the carrier reports your order as delivered but you can’t find it, we recommend you contact the carrier directly with the tracking information provided after verifying the delivery address on your order and conducting a thorough search of all possible delivery points; they may have additional delivery information to help you locate it. You may also, at your discretion and if it's safe to do so, check with your neighbors, as packages are frequently delivered to the wrong house or apartment due to missing or poorly marked structures. We stand behind our loyal customers and partners and will do everything we can to support your claims with the carrier(s) but cannot be held responsible for lost or stolen packages after verified delivery.

Undeliverable Packages

Occasionally packages are returned by the carrier as “undeliverable”. This happens for various reasons, usually address related, and we go to great lengths to validate addresses during the shipping process. Orders returned due to incorrect, illegitimate, restricted, or prohibited addresses or delivery restrictions will automatically be processed for refund. We recommend correcting any errors that may have caused the delivery failure prior to reordering.