
Customer Service
- Shipping, Tracking & Delivery
- Hiland's Cigars ships via UPS, FEDEX, and USPS depending on the state that you reside in. California orders are usually sent via FedEx while all other states (excluding Hawaii and Alaska) are sent via UPS. This may vary depending on the time of day your order is placed or the shipping method you choose. International orders, orders placed from Hawaii or Alaska, PO Boxes and any Military addresses will be sent via USPS Priority Mail. International orders and orders from outside of the continental United States may contain additional shipping charges that may not be included in your total at checkout. A Hiland's Cigars associate will contact you with details regarding shipping charges when you order is received. You will receive a shipping confirmation from Hiland's Cigars containing information regarding your tracking information. If your order was shipped via UPS or FEDEX, the email will display the shipping method and tracking number. If your order was shipped via USPS, your shipping email may not contain a tracking number. You can reach Scott or Devan at our store with any additional questions. 1-800-777-4854
- Privacy & Security
- Hiland's Cigars will never share your personal information with any other companies/organizations, etc. All personal information entered on our website will be used for the sole purpose of processing and completing your order.
- Returns & Replacements
- We want you to be fully satisfied with your purchase! You can return unused goods within 15 days of receipt for any reason and we will refund your money, except for shipping charges. Returned products must be in their original condition and packaging. We will refund shipping costs only if the return is the result of an error on our part. Any defective goods will be replaced at our cost. However, we must be notified within 48 hours of receipt that your product is broken or defective. Please contact us via email at hilandsales@hilandscigars.com or by phone at 800-777-4854 to arrange for your return.
- Ordering
- You may place your order online using our website, or if you prefer to speak with an associate directly, we are available any time during our business hours (8:30am - 7pm Monday through Friday and 9am -5pm Saturday on Arizona time) Give us a call at 800-777-4854 to place your order.
- Payment, Pricing & Promotions
- Payment is processed only after the order has been reviewed by a Hiland's Cigars associate. If there are any issues with your card number, the product that you have ordered, etc, an associate will contact you upon receipt of your order. Payment is processed at the time the order is placed, not upon shipment, with the exception of products that will not ship within a reasonable amount of time. Orders containing items that will not ship immediately will be handled in the following ways: If the item is set for ground shipment, and the product will be available within a reasonable amount of time, the order will be charged and the product will ship when it becomes available. If the item will be back ordered for a longer amount of time, you will be notified about the situation and will not be charged for the product unless you agree to wait for the item. Items are listed as "In Stock" as long as they are readily available to us and will be able to be sent to the customer in a timely manner. "In Stock" does not guarantee that the order will ship that day. Customers who are concerned about receiving their shipments by a certain date should call the store to place their order or select a shipping option other than ground. Orders set for second or next day shipping will not be charged if the item is not available immediately. You will receive a phone call regarding information before your card is charged. You will be given the option to change the product, cancel the order or wait on the back order. If you are concerned regarding the status of an item please call the store at 1-800-777-4854 before placing your order. We will let you know if a product is available for immediate shipment or how long the wait will be on the item if it is not readily available. Checks and money orders are not acceptable methods of payment on our website. All prices are subject to change without notice. Customers who review our website for product but call in to place the order may mention the online sale price of an item in order to have that price honored on their phone order. Products featuring free goods are only valid while supplies last.
- REGARDING PADRON FAMILY RESERVE 45: As stated in the product description, this order is BACK ORDERED. Orders are being accepted on a PRE ORDER basis ONLY. If you would like specific information regarding the length of the waiting list please call the store at 1-800-777-4854 BEFORE PLACING YOUR ORDER. If you choose second or next day shipping on an order of Padron 45s, your order will be sent by this method at the time of shipment. If you order additional items on your order, the available part of the order will be shipped to you before the Padron 45s. We will not charge you twice for shipping in this situation. By ordering this item you agree to the terms and conditions explained to you here. Again, if you have questions regarding this product you can call us at 1-800-777-4854 and we will be happy to help you.
- Viewing Orders
- You may view your order history by logging into your account and choosing "My Orders" on the left hand navigation. If you have not created an account with Hiland's Cigars, you can view your order via the confirmation email sent to you at the time of placement, or you may call us at the store for more information. Your order will be on one of the following statuses:
- - Pending: Your order has not yet been reviewed by an associate.
- - Processing: Your order has been reviewed, invoiced and is your card will be/is being processed by an associate. Orders in this status are awaiting shipment.
- - Shipped: Your order has been shipped. You will receive a shipping confimation via email.
- - On Hold: Your order is backordered (applies to orders for Padron Family Reserve 45). Orders in this status are awaiting arrival of the product. If you have questions regarding this item please call 1-800-777-4854 and speak with Scott or Devan.
- Updating Account Information
- HilandsCigars.com members can access and edit their account information by choosing "My Account" at the top of the page.