All shipping is ex Florida, US.

For US Domestic shipments allow an average of 2-3 business days.

For all International shipments allow an average of 10-15 business days.

All shipping times are estimates only and may vary dependent on location and other factors outside our control.

ALL CUSTOMS DUTIES AND PROCESSES, INCLUDING POTENTIAL SEIZURES, ARE THE RESPONSIBILITY OF THE CUSTOMER AND AT THE CUSTOMER'S RISK.

more detailed info regarding shipping can be found further down the page in the customer service section.

IF YOU ARE EXPERIENCING A PROBLEM WITH PROCESSING OF YOUR PAYMENT, PLEASE FOLLOW THE STEPS BELOW BEFORE CONTACTING US.

1. Please check the credit card you're using is 3DS (3D Secure) enabled.

2. If you're still having issues, please clear your browser cache (cached images & files, cookies and site data), then open a fresh browser tab and try the whole process anew.

If this does not work…

2. Try using a different device altogether. 

3. If all of the above do not work, you will need to contact your bank/card provider to see if there are any temporary blocks, etc, preventing the transaction. 

IF THE ISSUE PERSISTS beyond that PLEASE CONTACT US VIA EMAIL AT INFO@FABRICA005.COM

Customer Service Principles
Fabrica 5 succeeds because of the close relationship we have with our customer community. Many of our customers have been part of the broader FOH cigar community for years and share the same passion for cigars that we do.
At the centre of all Fabrica 5 policies is one guiding principle: fairness.

When issues arise, our goal is always to resolve them in a way that is fair, practical and respectful to both the customer and Fabrica 5. Most matters can be resolved quickly when handled in this spirit.

The policies below are designed to provide clarity and consistency when issues occur. They are intended to guide the resolution process while still allowing reasonable judgment and common sense to prevail.

AGE VERIFICATION

• Fabrica 5 sells tobacco products intended only for adults of legal smoking age.
• By placing an order with Fabrica 5, the customer confirms that they are of legal age to purchase tobacco products in their jurisdiction.
• Fabrica 5 reserves the right to request proof of age prior to shipment. Orders may be delayed or cancelled if satisfactory age verification cannot be provided.
• Fabrica 5 will not knowingly sell or ship tobacco products to any person under the legal smoking age.
• Customers are responsible for ensuring that the purchase and importation of tobacco products complies with the laws and regulations of their jurisdiction.

Customs Duties and Import Charges

• All customs duties, taxes, and import charges are the responsibility of the customer.
• These charges are determined by the customs authorities of the destination country and are outside the control of Fabrica 5.
• If a shipment is held by customs pending payment of duties or taxes, the customer is responsible for resolving the matter with the relevant customs authority.
• If a customer refuses to pay customs duties and the shipment is rejected or returned, Fabrica 5 will wait until the shipment has been returned and received in full and in good condition before considering any refund.
• Once returned goods have been received and inspected, a refund may be considered. Shipping costs and related charges are non-refundable.
• Customers who repeatedly refuse customs duties may be restricted from placing future orders.

Shipping Risk and Customs Seizure

• Customers are responsible for understanding the tobacco import regulations of their country prior to placing an order.
• While Fabrica 5 and our fulfillment partner HBT take care to package and document shipments appropriately, international shipments may occasionally be delayed, inspected, taxed or seized by customs authorities.
• Fabrica 5 cannot guarantee successful customs clearance in all jurisdictions.
• If a shipment is seized or destroyed by customs authorities, Fabrica 5 cannot provide a replacement or refund.
• If a shipment is returned to sender by customs authorities and received back by our fulfillment partner HBT in full and in good condition, Fabrica 5 may review the matter and determine an appropriate resolution.
• Shipping costs and related charges remain non-refundable.

Lost or Non-Moving Shipments

• If shipment tracking fails to update for an extended period, Fabrica 5 will investigate the matter with the carrier through our fulfillment partner HBT.
• The following timeframes apply before a shipment is considered potentially lost.
• Domestic shipments: two weeks without tracking updatesInternational shipments: six weeks without tracking updates.
• Once these thresholds are reached, HBT will initiate a trace request with the shipping carrier.
• If a shipment is confirmed as lost or appears unrecoverable, Fabrica 5 will issue a full refund.

Incorrect Orders

• If a customer receives an incorrect product or incorrect quantity, Fabrica 5 will resolve the matter as quickly as possible.
• Customers are asked to provide clear photographic evidence of the shipment contents so that the issue can be verified.
• Once confirmed, Fabrica 5 will coordinate with our fulfillment partner HBT to arrange a replacement shipment and provide updated tracking details.
• Where appropriate, a return label may also be issued for the incorrect product.

Product Quality and Natural Variation

• Premium cigars are handmade agricultural products and natural variation is normal.
• Differences in wrapper colour, texture, or small visual imperfections may occur and are not considered defects. These variations are part of the natural character of handmade cigars.
• Smoking performance may also vary depending on humidity levels, storage conditions and individual smoking technique.
• Customers are responsible for ensuring cigars are stored in appropriate humidor conditions after delivery.
• If a customer believes a product is faulty or damaged, Fabrica 5 will review the matter on a case-by-case basis. Clear photographic evidence should be provided to assist with assessment.
• Where an issue is verified, Fabrica 5 will apply the most appropriate remedy, which may include replacement product or refund.

The Fabrica 5 Approach

• Cigars are about enjoyment, conversation and community.
• Fabrica 5 was built by cigar enthusiasts and exists because of the trust and support of our customers. Our goal is always to treat people fairly and resolve issues in a way that reflects that philosophy.
• If something goes wrong, we encourage customers to reach out. Most issues can be resolved quickly when approached in the same spirit of fairness and mutual respect that defines the Fabrica 5 community.

CONTACT CUSTOMER SERVICE VIA INFO@FABRICA005.COM