Missing an item from my orderUpdated 17 days ago
What Should I Do If an Item Is Missing From My Order?
We’re sorry if your Buitrago Cigars order arrived with an item missing. We carefully process orders before shipment, but occasionally an item may be unavailable, removed from an order, shipped separately, or unintentionally omitted.
If you believe an item is missing, please follow the steps below so our customer service team can investigate.
1. Check Your Entire Package
Before contacting us, please carefully check:
All packaging and packing materials inside the box.
Your order confirmation to verify the item was included in your final order.
Your email for any notification regarding an unavailable, refunded, or cancelled item.
Your shipping information to determine whether your order was divided into multiple shipments.
Some smaller products may be packed underneath or between other items for protection during shipping.
2. Contact Customer Service
If you still cannot locate the item, please contact our customer service team as soon as possible.
When submitting your request, please provide:
Your order number
The name and quantity of the missing product
A brief description of what you received
Photos of the package, shipping label, packing materials, and products received, if requested
Providing complete information can help us investigate and resolve your request more quickly.
3. Allow Us Time to Investigate
Please allow approximately 24–48 business hours for our team to review your request.
Depending on the circumstances, we may review your order records, inventory information, shipping details, package information, and fulfillment records to determine what happened.
What Happens If We Confirm an Item Is Missing?
If our investigation confirms that an item was not included and has not already been refunded or shipped separately, Buitrago Cigars will determine the appropriate resolution.
Depending on the circumstances and product availability, this may include:
A refund for the missing item.
Store credit toward a future purchase. In certain situations, the value offered as store credit may be greater than the standard refund amount.
Another appropriate resolution offered by our customer service team.
When a refund is issued to the original payment method, please allow additional time for your bank or credit card provider to process and post the credit to your account.
What If the Item Was Out of Stock?
Occasionally, inventory availability may change while an order is being processed. If an item becomes unavailable, we may ship the available portion of your order rather than delay the entire shipment.
Please check your email and order information, as the unavailable item may already have been removed, refunded, or otherwise addressed.
You can also visit BuitragoCigars.com to search for similar products, alternative flavors, sizes, or brands.
Need Additional Help?
If you have questions about a missing item, please contact Buitrago Cigars Customer Service and include your order number.
For additional information about orders, shipping, refunds, and delivery, please visit our Help Center.
Thank you for choosing Buitrago Cigars. We appreciate your business and will work to resolve verified order discrepancies as quickly as possible.