Return & Exchange Policy
- Cigars & tobacco: no returns if opened/used. Report damaged/incorrect items within 7 days of delivery.
- Apparel & accessories: 14-day returns/exchanges if unused and in original condition.
- We offer replacements or store credit for eligible issues. Shipping costs are non-refundable.
1) Cigars & Tobacco Products
Premium cigars are perishable and regulated. For safety and compliance, we cannot accept returns of opened or partially used cigars.
If your order arrives damaged, incorrect, or defective, contact us within 7 days of delivery with photos and your order number.
Eligible resolutions include a replacement of the affected item(s) or a store credit.
- Unopened boxes/bundles may be reviewed case-by-case within 7 days (must be factory-sealed and in original condition).
- Flavor/dislike is subjective; we can’t guarantee personal taste but will always try to recommend a better match.
2) Apparel, Accessories & Non-Tobacco
Returns/exchanges within 14 days of delivery if items are unused, unwashed, and in original packaging.
Customer is responsible for return shipping unless the item arrived damaged or we shipped the wrong item.
3) Exchanges
Want a different size, color, or cigar blend? If the original item qualifies under this policy, we can arrange an exchange or provide store credit to reorder.
4) Refunds
- Approved refunds are issued to the original payment method within 5–7 business days after inspection.
- Shipping fees are non-refundable.
- If a return is denied (e.g., used/worn items), we can ship it back to you at your expense.
5) How to Start a Return or Exchange
Email stixsbythelake@gmail.com or call (862) 803-0104 with:
- Order number
- Description of the issue
- Photos of packaging and product (if applicable)
6) Fairness Promise
We’re a small, independent brand serving the MatchStyx community. If there’s an issue, we’ll do what’s reasonable to make it right while ensuring product safety and legal compliance.
FAQ – Common Questions
My cigars arrived dry. What now?
Contact us within 7 days. We may recommend short-term rehydration and, if still unsatisfactory, arrange a replacement or credit for the affected sticks.
Wrong item received?
Snap photos of the packing slip and item. We’ll correct it ASAP with a prepaid return label if needed.
Gift returns?
We can issue store credit to the recipient or purchaser (proof of purchase required).
This policy may be updated without prior notice. For full terms, please also see our Terms of Service and Privacy Policy.