FAQ - Frequently Asked Questions

Please make sure to read our FAQ before placing an order.

Placing an order

Q. How can I place an order?
A. Since www.raycigarettes.com is an online store you can place your order online using your credit card or e-check.
ATTENTION! If you place a large order (more than 20 cartons) we'll need a confirmation of it. Because of that we'll need to ask you to email us a copy of your last credit card statement. We realize that you may not want us to see your transactions.
We don't need that part of the statement. Note that we respect every customer and try to do our best in order to satisfy you.
Our email address is support@raycigarettes.com. Please don't forget to quote your order number in the email message!

Q. What payment methods do you accept?
A. We accept Credit Cards (Visa or MasterCard) and eChecks. 

Q. Can I pay by postal order or money order?
A. No. Unfortunately we accept credit cards and eChecks only. 

Q. Can I place an order by telephone or Fax?
A. No. You can place your order online only.

Q. How can I find out my order status?
A. After you've placed your order at www.raycigarettes.com you will be automatically notified by E-mail when we approve and ship your order. Please, notice that we do not ship orders within 24 hours to give you a possibility to change or update your postal address and/or the order items. In such cases you must immediately send us an e-mail with your changes. Please enclose your order number when writing about changes in your order.

Our products

Q. Are the cigarettes sold at www.raycigarettes.com first choice?
A. The cigarettes sold at www.raycigarettes.com are of the highest quality available on the market, mostly made in Eastern Europe.

Q. Do you sell other brands of cigarettes in addition to those advertised at your site?
A. No. The only brands we sell are shown on the site.

Q. Will you be offering other brands in the future?
A. Yes. The number and type of available brands may change in time.

Q. Is there any difference between the white filter and the brown filter Marlboro cigarettes?
A. Yes. The first are made to match the taste of American smokers while the second are suited to European tastes. Philip Morris does not provide any other information on this matter. According to smokers (and suggestions), the "white filters" may be slightly stronger. There is only one way to find out. Try them!

Q. Do you carry any free catalogues, Marlboro miles or coupons?
A. No, we do not.

Delivery issues

Q. What countries do you deliver your products?
A. We deliver to USA only.

Q. How long does the delivery take?
A. Delivery takes 10-19 days.

Q. What are your delivery rates?
A. Delivery rate is $4.00 per 1 carton.

Q. Are the mailing times shown on site guaranteed?
A. No. Air Mail delivery can be affected by mailing problems in the destination country. But we meet mailing problems so rare that no statistics can be made out of this.
 
Q. If I place an order on Saturday, when my order will be sent?
A. When we receive orders we guarantee to ship them in 2 working days (usually it takes not more than 36 hours). Orders received on Saturdays are sent on the first working day following reception (Sundays and public holidays). The day and time when your order was packed and shipped you'll receive by special e-mail. Please, notice that we do not ship orders within 24 hours to give you a possibility to change or update your postal address and/or the order items. In such cases you must immediately send us an e-mail with your changes . Please don't forget to quote your order number when writing about changes in your order.

Q. What do you mean under word "parcel"?
A. Parcel is a package with maximum volume of 6 cartons (or 8 cartons in rare cases) packed into a special carton box for your cigarettes to reach you in a perfect condition.

Q. I bought twelve (6 and 6) cartons of cigarettes one week ago and I have received only one parcel of 6 cartons. Is that normal?
A. Yes. The cartons are shipped in parcels (one parcel contains not more than 6 cartons for King Size and 8 cartons for Slims) within 2 days but in rare cases they reach destination together. The time between the first and the last parcel delivery is in average 5 to 10 days for the United States.

Q. Why can't you send me a single parcel containing more cartons?
A. Because it would be subject to duty since the width and value would not fall within the prescribed international parameters.

Q. Do you deliver by any couriers? (e.g.: DHL, UPS, TNT, etc.)
A. No. We work with the European AirMail only.

Q. Can I track my order?
A. No, as the parcels are sent by AirMail there are no trackings.

Customs Issues

Q. How long will it take a parcel to be returned to sender?
A. It is impossible to provide a precise data. The return time may various and longer than the time required for the same parcel to reach you. Our experience shows that usually it takes 2-6 weeks.

Q. Do you provide information to US Federal or State Customs?
A. No. Please, be aware that we have never done and will never do that.

Guarantee Issues

Q. Will I get my money back or have the goods replaced if the parcel is lost, stolen or damaged?
A. Yes. The reimbursement procedure is 100% Money Back Guarantee.

Q. Can I refuse the order made in your online store?
A. Yes, you can. To make a return please urgently e-mail us your request. In the message you need to state:
1. Your order number.
2. Item(s) you want to return.
3. The reason due to which you want to return products.

Non-disclosure Issues

Q. Does www.raycigarettes.com use the data related to customers (mail address, e-mail address, etc.) for advertising campaigns or other promotional activities?
A. No. All personal information at www.raycigarettes.com is treated according to the International Laws.

Q. Does www.raycigarettes.com have a database containing the customer's credit card details?
A. No. The credit card details only follow the regular cashing procedure. The details are not stored for subsequent purchases.

Q. Does www.raycigarettes.com or Post Service keep the information on who bought cigarettes online in files?
A. Yes, but only for the time strictly required to manage the 100% Money Back Guarantee service.

Q.Can www.raycigarettes.com or Post Service disclose data on who bought cigarettes online to the others?
A. Be sure we will never disclose any personal information at any circumstances. All personal information stored at the www.raycigarettes.com web site is treated according to the International Privacy Laws. The data cannot be disclosed even by an official request submitted by foreign country authorities.