Order not shippedUpdated 11 days ago
My Order Has Not Shipped – What Should I Do?
We understand how important it is to receive your order on time, and we appreciate your patience while our team prepares your shipment.
Most orders require approximately 48–72 business hours for processing and verification before shipment. Weekends and holidays are not considered business days.
Once your order ships, you will receive an email containing your tracking information.
Why Hasn't My Order Shipped?
If your order has exceeded our normal processing time, there may be a delay involving one or more items in your order.
Common reasons include:
A product or flavor is temporarily out of stock.
Inventory availability changed after your order was placed.
We are waiting for inventory from a manufacturer or distributor.
A product has been discontinued or is no longer available.
Your order requires additional age or identity verification.
Your order contains multiple products and one item is delaying the shipment.
Higher-than-normal order volume, holidays, or other operational delays.
Because Buitrago Cigars carries a large selection of products sourced from multiple manufacturers and distributors, inventory availability can occasionally change before an order is fulfilled.
What Happens If an Item Is Unavailable?
If one or more products are unavailable and are causing a significant delay, our team may proceed with the available products rather than holding the entire order.
Depending on the circumstances, we may:
Ship the available items and remove the unavailable products from your order.
Issue a refund for unavailable or discontinued products.
Offer store credit when available. In certain situations, the value offered as store credit may be greater than the standard refund amount.
Help you locate a similar product, flavor, size, or alternative available on our website.
Refunds issued to the original payment method may require additional processing time by your bank or credit card provider before appearing on your account.
Has My Order Shipped If I Received a Tracking Number?
Not necessarily.
A tracking number may be generated when your shipping label is created. The carrier may not show movement until the package has been physically received and scanned into its network.
Please allow time for the carrier's tracking system to update.
What Should I Do If My Order Is Still Delayed?
If your order has exceeded the normal processing period, please contact our customer service team and provide your order number.
Our team can review the order and determine whether it is awaiting inventory, verification, shipment, or another resolution.
You can also sign in to your Buitrago Cigars account to review your order information.
For additional information regarding processing, shipping, and delivery, please review our Shipping Policy.
You can also visit BuitragoCigars.com to browse available products and possible alternatives.
Please Remember
Order processing time and carrier transit time are separate. Estimated USPS or UPS delivery times begin after your package has been processed, shipped, and accepted by the carrier.
We sincerely apologize for any unexpected delay and appreciate your patience. Our team will work to ship your order as quickly as possible or provide an appropriate solution when an item is unavailable.
Thank you for choosing Buitrago Cigars.