Frequently Ask Questions

When will my order ship?

Most orders ship within 2-3 days. If you place your order Friday-Sunday, your order may take an extra day or two to ship depending on the volume of orders we receive on the weekend. Special orders can take up to 7 business days to ship.

Where is my tracking number?

Once your order is prepared for shipment you will receive a shipping confirmation email containing your order details. This email will also contain your tracking number.

I received an email from customer service asking me to verify that I placed the order. Why is this?

We occasionally receive a fraudulent order. By requesting order verification, an added layer of protection is provided to our customers and Gio Alejandro. To help curb this dishonest activity orders that are placed through a web proxy will require verification. If you have any questions or concerns regarding fraud or web proxies, please email customer service at info@gioalejandrocigar.com

Help! I made a mistake with my order!

Unfortunately, we cannot make changes to an order after your credit card has been charged. Please make sure to double-check your order before completing your purchase. Otherwise, we will have to cancel and refund your order so you can reenter your order with the correct items you wish to purchase.

I received my order and there was something wrong, what do I do now?

If there is an issue with your order, please take a picture immediately. Send the picture(s) and a brief description of the issue to Customer Service for resolution.

My order status says, “Unfulfilled”. What does this mean?

“Unfulfilled” indicates that your order has not yet shipped.. This does not reflect payment status or inventory. Once your order has shipped the order status will show as “Fulfilled”.