Frequently Asked Questions
Orders
Yes. In order to comply with state and federal tobacco sale regulations, we only sell La Aurora cigars to adults verified to be 21 years old, or older.
Modifications to your order may be made before the order has shipped. After receiving a tracking number, we cannot accommodate any modifications. Please refer to our Return Policy Guidelines to make any returns or exchanges.
If you have not received a shipping confirmation within 1 business day of placing your order, please contact us at 1-833-373-7375 or LaAuroraCS@Carisam.com.
Most states and some localities impose a Tobacco Excise Tax and/or Sales Tax on sales of cigars sold into the state. If your state (and locality) imposes one or both of these taxes at the point of purchase, and which we may legally collect from you, your invoice and order confirmation will reflect these taxes accordingly.
Shipping
We currently ship to all US states except AR, CO, DC, GA, HI, IN, IO, LA, NM, ME, OK, SC, SD, UT, WA, & WI. We will be adding more states soon!
All shipping is with USPS final delivery to your mailbox. Economic Service is eligible for packages addressed only within the continental United States.
Please note: Economy Service transit times can take several days longer than standard UPS Ground Shipping. Please allow up to 10 business days of transit time. For Priority Mail delivery, please allow 3-5 business days. No deliveries will be made on weekends.
If your order shipped with Economy Shipping, please allow up to 10 business days for your package to be delivered. If you choose Priority Mail, please allow 3-5 business days (some restrictions apply). Please note, packages will not be delivered on weekends or holidays.
Currently, this website only ships to select states in the US. Please visit a local cigar shop to see if La Aurora cigars are available in your area, or send us an email directly at LaAuroraCS@Carisam.com
All orders ship via the United States Postal Service.
Most orders have an estimated arrival time of 7 business days from the date you received your tracking number confirmation, unless you selected expedited shipping at checkout. If you would like us to find out when exactly your package will be delivered, send your order number to LaAuroraCS@Carisam.com
Returns & Exchanges
If you are not satisfied with your purchase for any reason, you may return the item within 30 days* of receipt. To do so, contact our customer service at 1-833-373-7375 or LaAuroraCS@Carisam.com and a member of our team will guide you through the return process.
*During the holiday season, items shipped between November 1 and December 31 can be returned until January 31.
Once you have contacted our customer service team to begin your return, you will be given a return label. Please attach this label to your return package to ensure accuracy upon our receipt of the return. Please note that returns may take up to 5 business days to process.
For cigars by the box or in bundles of 20 or more, we allow up to 3 cigars allowance for returns, but the remaining cigars must be returned in order to receive full merchandise credit (less shipping charges). For cigars by the box or in bundles of 19 or less, we allow up to 2 cigars allowance for returns, but the remaining cigars must be returned in order to receive full merchandise credit (less shipping charges). Please keep the original packaging and any included accessories to return with your items. Do not return any cut or smoked cigars, as this will be deducted from your refund.
If for any reason you are unsatisfied with your cigars, you may return the remainder of the box or bundle, given you have opened less than 3 in a bundle of 20 cigars or more, or less than 2 in a bundle of 19 cigars or less.
Aside from cigars, all other merchandise may be returned within 30 days of receipt of your order for an exchange, credit, or refund. Please return any merchandise in its original packaging, with the exception of damaged or defective products. Please note returns may take up to 5 business days to process upon receipt.
Yes. For additional details on how to process your return, or when to expect a refund, please refer to our Return Policy Guidelines.
Our apologies. If your order is in any way incorrect, please refer to our Return Policy Guidelines and contact customer service at 833-373-7375 or LaAuroraCS@Carisam.com.
Cigars
As the cigar may have lost some moisture during the shipping process, we recommend that you store your cigars in a humidor for 5 to 7 days before enjoying them
Absolutely. There are many ways to do this, but we recommend preserving your La Aurora cigars in their original wooden box at a slightly lower temperature and humidity level than normal. Move your aged cigars to a humidor at least 30 days prior to smoking.
We recommend removing your cigars from their cellophane or glass/metal tubes before placing them in a humidor for storage. The bands may be left on or removed, depending on your personal preference but the quality of the cigar will not be affected either way.
In most cases, cigars can be restored to their original quality. Adding strips of cedar to your humidor can help maintain optimal humidity levels. Place a strip or two at the bottom of the humidor, one in the middle, and one at the top and you will see the humidity reading drop as the cedar absorbs additional moisture from the humidor. Remove the cedar once your humidor has reached the desired humidification level. Do not leave your humidor lid open, as this can cause uncontrolled fluctuations in humidity that will dry out your cigar. Also consider the number of cigars you are storing and the size of your humidor to avoid over- or under-filling your humidor.
Wedge cutters were introduced decades ago when the average cigar was much thinner than it is today. They are designed to create a larger opening to channel smoke, which is necessary for Churchill and Corona cigars. As a rule of thumb, we prefer guillotines instead of wedge cutters as wedge cutters can accumulate tobacco residue and tend to be less accurate than straight guillotine cutters, increasing the risk for cigar damage.
If the substance on your cigars is off-white, this is called “plume” or “flower”, which is a natural occurrence caused by the perspiration of oils inherent in tobacco. There is no need for concern—simply dust your cigars before you smoke them. However, if the residue is a blue-ish color and leaves a stain on the wrapper when dusted, this is mold which can be caused by high temperatures and humidity levels. Ensure your humidor is near the optimal 70ºF/70% humidity mark and is using distilled water to prevent molding.
This is caused by tobacco beetles. If your La Aurora cigars have holes upon receipt, please contact customer service at 833-373-7375 or LaAuroraCS@Carisam.com.
No. The smoke will not have the flavor of the alcohol the cigar is dipped in, so for that reason we recommend leaving your brandy or rum in a glass and enjoying alongside your cigar to get the best flavor experience from both.
The golden rule is that a cigar is finished when you no longer enjoy it. We generally smoke our cigars to about half or two-thirds of the way down because the cigar gets hotter and stronger the further down you smoke it, and the flavor changes as tar and moisture accumulate near the head.
Customer Service
For all website/consumer inquiries:
Phone: 1-833-373-7375
Email: Laauroracs@carisam.com
Address:
Carisam Samuel Meisel Inc.
10900 NW 27 Street
Doral, Florida 33172
For all trade inquiries:
Phone: 1-888-279-9475
Email: cs@laaurora.com
If you have submitted a message to our customer service team, we will do our best to respond within one business day. Our hours of operation are 8AM-5PM, Monday-Friday. We are closed for the following holidays: New Year’s Day, President’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, & Christmas Day.