Talk to us
Contact
Ask a tobacconist what to smoke, chase an order, or sort out a return. The concierge is the fastest way in, and it can look up an order for you.
Support at a glance
- Tobacconists, Mon–Fri 9am–7pm ET
- Call, chat, or email. A person who smokes these answers.
- Free shipping over $150
- Contiguous US. Orders in by 2pm ET ship the same business day.
- 30-day returns
- Unopened boxes and accessories, return label on us.
- 21+ only, verified at checkout
- Federal law requires us to confirm you are 21 or older before shipping tobacco, so we verify your ID electronically at checkout.
When we are here
Tobacconists, Mon–Fri 9am–7pm ET. Call, chat, or email. A person who smokes these answers.
Outside those hours the concierge still answers, and anything it cannot settle waits for the next staffed shift rather than disappearing.
Checking on an order
Most order questions are faster to answer yourself than to ask. Your account carries every order, its status, and its tracking.
- Sign in and open your orders to see status and tracking for anything placed on this account.
- The concierge can look up an order by number without you signing in — it asks for the email the order was placed with.
- If tracking has not moved for more than a couple of days, tell us and we will chase the carrier.
Answers that do not need us
These three come up more than anything else, and each one is written out in full:
- What shipping costs, when an order leaves us, and who has to sign for it — on the shipping page.
- What can go back, what cannot, and how a refund works — on the returns page.
- Whether we can ship to your address — checkout tells you before you pay.
