Will the goods be shipped to my country?
You just need to place an order on the website. If the order can be successfully placed, it means that the goods can be shipped to your country.
Can I use the Pack station address?
Yes, you can. Just fill in the address clearly.
How much is the shipping fee to my country?
You can check the shipping fee through placing an order but not finalizing the payment.
Why has my package not been shipped yet?
This depends on the specific warehouse the product is in. If it's a European warehouse, it typically ships within two business days. If it's coming from a Chinese warehouse, there might be a need to wait for centralized customs clearance, but it usually won't take more than a week.
I've made the payment. Why did I still receive an email saying that the payment hasn't been made?
This is an automated email. Please ignore it if you have already completed the payment. Bank transfer generally takes 1-2 working days. After the payment arrived, we will update payment state for your order, which you can view by logging in to your member account.
Why are some goods in my package missing?
1. Your order has been shipped in multiple packages. Possible reasons include:
A) You can check if the products you ordered have different warehouse identifiers (all our products start with a warehouse identifier, such as Europe-DE01, Europe-PL01, Global-CN01, etc.). Different warehouse identifiers mean the products are from different warehouses and will be packaged and shipped separately after you place your order.
B) For products from our China warehouse, the package weight cannot exceed 2 KG, so if your order is over 2 KG, it will also be shipped in multiple packages.
2. We missed shipping some items. For this case, please kindly send us the unboxing photos or a video, along with the title, flavor and quantity of the missing items, to help us to check.
In any case, if you have any questions, be free to contact our customer service for assistance.
What are the delivery times of different warehouses?
Europe Shipping typically delivers to European countries within 3-7 days. Global Shipping delivers worldwide in 7-20 days.
Delivery times may vary based on distance from the warehouse and location remoteness. Remote areas may experience longer delivery times.
Why has the tracking information of my package remained unchanged for a long time?
If you notice that your package's tracking status hasn't updated for several days after shipment, it's usually because the package is going through customs clearance. Customs clearance typically takes about a week, but if it happens to be selected for random inspection, it could take up to two weeks.
Why does the tracking status show 'Unknown' when I check the logistics tracking link?
Case 1:
If the title of your product starts with 'Europe-PL01' and the tracking number is a string of digits (like 13499373581410), it indicates it's being shipped by Poland DPD. Please open https://t.17track.net/en, enter the tracking number, and select 'DPD (PL)' as the carrier for tracking.
It's shown as the following picture:
Case 2:
If your tracking number start with ‘LR’ like “LR193025685NL”, it indicates it’s being shipped by postNL. Please open https://t.17track.net/en, enter the tracking number, and select ' Netherlands PostNL International Mail ' as the carrier for tracking.
It's shown as the following picture:
Case 3:
If your tracking number start with ‘JJD’ like “JJD000030173421000001057357”, it indicates it’s being shipped by postNL. Please open https://t.17track.net/en, enter the tracking number, and select ' Netherlands DHL Parcel (NL) ' as the carrier for tracking.
Case 4：
Some logistics channels operate in a specific way, having one package with two tracking numbers. Initially, a temporary tracking number is assigned within China. Once the package reaches its destination country (after approximately one week), this will be updated to a permanent, official tracking number. You can then use this official tracking number to track your shipment.
Why is the flavor I received inconsistent with what I ordered?
Occasionally, the flavor you want might be out of stock. To ensure you receive your product promptly, we may send you a different flavor.
Why are shipping fee so expensive?
Please check if the products you ordered start with different warehouse identifiers (such as Europe-PL01, Europe-DE01, Global -CN01, Global_CN02, etc.). Different warehouse identifiers mean the products will be packaged and shipped separately from different warehouses, resulting in higher shipping costs. Therefore, if possible, please try to select products with the same warehouse identifier when placing your order, as this will save on shipping fees.
Why was I overcharged for my order?
Please be aware that when paying with a credit card, the exchange fees for different currencies vary, with non-major currencies typically incurring higher charges. If this is your first time experiencing this, please reach out to our customer service with your payment confirmation. Given that you were likely unaware, our team will generally refund the additional charges to your membership account. Additionally, we recommend that you use 'bank transfer' for future payments to avoid high exchange fees.
Do I have to pay customs duties for international purchases?
If you are in an EU member state and purchase products from our Germany and Poland warehouses, your package is duty-free according to EU tariff reciprocity policies.
If you purchase products from our China warehouse, you also don't need to pay additional customs duties, as our carrier has already paid them upon entry.
However, some countries have specific tariff policies for special goods (which may include e-cigarettes), so there is a possibility of random inspection and a request for additional fees. Nevertheless, you don't need to worry too much, as it's quite rare unless you are particularly 'lucky'.
How are orders typically handled when they can't be shipped out normally due to reasons like stockouts or incomplete addresses?
We will default to refunding the money to your membership account. You can use the store credit in the membership account to place new orders.
I haven't received the order confirmation email. What are the next steps?
Please check your spam folder as the email might have been marked as spam. If you still cannot find it, contact us at sales@cigbest.com and we will assist you with the bank transfer process. One more thing – if it's easy for you, adding sales@cigbest.com and service@cigbest.com to your email's 'not spam' or contacts list would be super helpful so you don't miss our updates.
I have made the bank transfer payment but my order status is still showing as unpaid. What should I do?
Please note that bank transfers typically take 1-3 business days to be reflected in our system. Once we have confirmed the receipt of your payment, we will update your order status accordingly. If you would like to verify the status of your payment, please feel free to contact our customer support at sales@cigbest.com.
I have accidentally made a double payment. How can I get a refund?
Please reach out to our customer support team at sales@cigbest.com and we will assist you with processing a refund for the overpayment.
I've already placed my order and paid. Can I cancel it?
Please contact us at sales@cigbest.com to initiate a cancellation request. We will check your order status and proceed with a refund if the order is still pending.