Shipping policy

STIX CIGARS–SHIPPING POLICY
SECTION A: SERVICE DEPLOYMENT & DELIVERY POLICY
Thank you for choosing Stix Cigars! Because our primary offering consists of on-site mobile cigar lounge experiences and premium hand-rolled tobacco delivery, we do not utilize standard postal carriers for our event packages. Instead, our team physically transports and deploys our luxury mobile lounge layout directly to your chosen event destination.
Please review our operational transit parameters, delivery zones, and on-site deployment requirements below:

1. PRIMARY SERVICE AREA & TRAVEL RADIUS
  • Our Home Base: Stix Cigars operates out of Clover, South Carolina.
  • Standard Local Delivery Zone: Our standard package pricing includes full delivery, setup, and breakdown logistics for all locations situated within a 30-mile driving radius of our home base (covering York County, Clover, Rock Hill, and immediate neighboring municipalities).
  • Extended Expansion Zone: We happily service events located outside our standard 30-mile zone, extending into surrounding regions. Extended travel distances are subject to a modest Out-of-County Travel & Compliance Fee calculated at checkout to cover highway fuel and multi-jurisdictional transit overhead.

2. ON-SITE ARRIVAL & DEPLOYMENT TIMELINES
  • Pre-Event Arrival: To guarantee a seamless guest experience, our team arrives at your designated venue location exactly 60 to 90 minutes prior to your scheduled booking start time. This buffer window is strictly utilized to erect our commercial canopy tent, position our luxury padded leather club chairs, calibrate our humidified display cases, and organize your curated cigar menus.
  • Setup Time Is Free: The 60-to-90-minute setup and breakdown windows are completely complimentary and do not count toward your 3 hours of active tobacconist hosting service.
  • Departure Logistics: Promptly at the conclusion of your active hosting time, our staff will quietly and cleanly dismantle the canopy layout, clear away all cigar ash waste receptacles, and pack our transport vehicles. Breakdown typically requires 45 to 60 minutes.

3. VENUE ACCESS & PHYSICAL SPACE REQUIREMENTS
To ensure a safe, stable, and luxury setup, the event host must guarantee that the chosen site layout meets the following physical criteria:
  • Surface Consistency: We require a flat, clear, and unobstructed ground surface measuring at least 13' x 20' to safely anchor our commercial canopy tent. Suitable surfaces include level lawns, paved driveways, concrete patios, or flat dirt clearings.
  • Unloading Access: The venue must provide a clear loading zone path within 50 feet of the final setup location so our staff can safely unload heavy steel canopy frames, display cases, and leather furniture assets.

4. RE-ROUTING & ADDRESS ACCURACY
Because booking our mobile lounge locks our staff and physical assets to a specific logistical transport schedule, the destination address entered at checkout is considered final.
  • Address Modifications: If you need to change your event location, you must notify us via email at russell.gaskey@stixcigars.com at least 7 business days prior to your event.
  • Last-Minute Changes: We cannot accommodate venue route changes within 7 days of the event, as your multi-county South Carolina sales tax compliance profiles must be registered with state frameworks ahead of time. Failure to provide proper access or an accurate address on the day of the event will result in a canceled booking without a refund.


SECTION B: PHYSICAL RETAIL INVENTORY SHIPPING
If you are purchasing physical merchandise—such as individual premium cigars, curated sampler packs, full humidor boxes, torch lighters, cutters, or apparel—for direct delivery to your home or office, the following retail shipping parameters apply:

1. STRICT AGE VERIFICATION MANDATE (21+)
  • Adult Signature Required: In compliance with federal regulations and carrier mandates regarding the distribution of tobacco products, all cigar shipments require a physical Adult Signature (21+) upon delivery.
  • ID Verification: The carrier (UPS or FedEx) will physically check a valid, government-issued photo ID at the delivery address before handing over the package. If no adult aged 21 or older is present to sign, the carrier will hold the package at a local hub or return it to our warehouse.
  • Failed Deliveries: Original shipping costs are 100% non-refundable for packages returned due to a failure to provide valid 21+ identification at the door.

2. ORDER PROCESSING & TRANSIT TIMELINES
  • Processing Window: All retail inventory orders are packed, humidified, and processed within 1 to 3 business days from our Clover, South Carolina hub. Orders are not processed or shipped on Sundays or major federal holidays.
  • Freshness Protection: To ensure your premium hand-rolled cigars arrive in perfect smoking condition, all tobacco orders are packed in sealed, airtight bags equipped with a specialized Boveda 2-way humidity control pack.
  • Standard Shipping: We utilize UPS Ground or FedEx Home Delivery for standard retail shipments. Estimated transit time to most addresses in South Carolina is 2 to 4 business days once fulfilled.

3. GEOGRAPHIC SHIPPING RESTRICTIONS
Due to highly complex state-by-state excise tax structures and varying local tobacco bans, Stix Cigars only ships tobacco products to physical addresses located within South Carolina.
  • We cannot ship tobacco items to P.O. Boxes, APO/FPO military addresses, or international locations. Any retail orders placed with a shipping address outside our approved Carolinas territory will be automatically canceled and refunded.
4. LOST, DAMAGED, OR STOLEN SHIPMENTS
  • Delivery Tracking: Every retail shipment includes an automated tracking link sent directly to your email inbox the moment your shipping label is generated.
  • Damaged Shipments: Premium cigars are fragile. If your package arrives crushed, torn, or severely damaged by the carrier, you must take a clear photograph of the damaged packaging and product layout immediately. Email the photos alongside your Shopify order number to russell.gaskey@stixcigars.com within 48 hours of delivery so we can initiate a claim and issue an accessory replacement or store credit.