Refund policy

Whether shopping in store or online, at Goodfellas we strive to exceed our customers expectations.  Everything you purchase from us should arrive to you as the intended product, in the expected condition and without defects or damage.  If this is not the case we will work with you to either get the right product in your hands or issue a credit or refund to meet your needs.

For all orders, please check your purchase when you receive it as soon as possible as we have a 30 day cut off for returns.

Further details for specific circumstances are listed below.

Product Arrives Damaged or Defective

Contact us immediately by phone or email to inform us that there is an issue.  Have your name and purchase information ready so we can easily find your order details.

We will ask for some information describing the problem, as well as potentially ask you to send us some photos to help us better understand the issue.

If the item is damaged (whether cosmetic or integral), Goodfellas will send you a prepaid shipping slip to have the item sent back to us at no charge.

We will discuss with you to make arrangements to have a replacement product sent or issue a refund if that is not possible or desirable.

Incorrect Product Arrives

We've got measures in place to ensure you receive exactly what you order, but sometimes mistakes happen. 

We will not substitute a product with another similar product without contacting you and getting your explicit consent.  If what's in the box isn't what you ordered, then we made a mistake.

Contact us immediately by phone or email to inform us if there is an issue.  Do not use the product.  Have your name and purchase information ready so we can easily find your order details.

We will ask for some information describing the problem, as well as potentially ask you to send us some photos to help us get a clearer picture.

Once we confirm an error was made and on what item, Goodfellas will send you a prepaid shipping slip to have the item sent back to us at no charge.

We will ship you the correct product as a replacement unless you would like to cancel your order altogether.  In that case we will work with you to issue a refund or credit.

Customer Returns

There's nothing wrong with the product, you received what you ordered, but it's not what you expected or it was a gift and they received two! Things happen, and we'd like to help. 

Contact us as earlier as possible to inform us that you're not satisfied with your purchase.  Have your name and purchase information ready so we can easily find your order details.

We will get the needed information from you to facilitate a return.

We will ask you to ship the product back to us, at your expense.

Once we have received the product, and verified it's condition, we will issue a credit or refund to you.

Warranty Items

We sell some products that come with 1 year, 2 year or Lifetime warranties.  These warranties are offered by the manufacturers, and we are subject to their rules and procedures.  Some are limited to defects, others are comprehensive.

Check your product packaging and slips to get details of any warranty that might exist for your product.  Not all products have extended warranties.  Not all warranties cover all damage.

Before sending any warranty products to us, please contact us and wait for instruction to do so.

Many warranties, including Lifetime coverage, like those offered by Zippo or Xikar are often handled by those companies directly with the consumer.  They do not let us or involve us in warranty claims for their products. 

However, we can provide you with helpful information and guide you towards getting your warranty fulfilled and answer questions you may have.

Other brands like Vertigo or Sarome, prefer us the retailer to work with you, the consumer, to honor your warranty.  In that situation, we will get you to send back your product to us, and then we will work with our partners to issue a replacement or fix it.

We will need your purchase information to confirm the date of purchase.

The consumer will be responsible to pay for shipping the product to us.

If an exact replacement is not available, we will work with you to find a suitable substitute.

Canceling an Order

Things happen and if you need to cancel your order we understand. 

If you're order hasn't been shipped, contact us immediately. If payment hasn't been applied,we will be able to cancel your order with no charges.  If payment has already been charged, we'll issue you a full refund of all charges, including the item value and shipping cost.

If the order has already been shipped out, you can mark the item return to sender when you receive it or arrange your own return shipping as soon as able.  Once we receive the product back in our hands we will be able to issue a refund for the product value, minus the cost of return shipping.

Shipping costs will not be refunded.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@goodfellascigarshop.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@goodfellascigarshop.com.

Further Details

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@goodfellascigarshop.com.