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Help & Guide

Undelivered Order

Thank you for your support to CigaBuy

As it is international shipping, it is a long distance. Generally it takes 15-30 business days (2-4 weeks) for delivery depending on your location. However, the shipping time may last to 50 days in special Festivals such as Spring Festival and Christmas Day. If there is strike or natural disasters in your place, the order may be delayed too.

If you do not get the item in 35 days from the shipping date, please inform us. We will write to the post office to check. If the time you inform us about the non-delivery is beyond the query term, post office will refuse to check. Then the loss of the order will be your own responsibility,

The following information are the query term for different post office:


Available Query Period


2 months(from the shipping date)

European Express



Russia economy express


China to Australia Express

China to United States Express

China to United Kingdom Express

Registered Air Mail

Available Query Period


3 months(from the shipping date)



Registered Netherlands Post

Registered China Post

Registered Swiss Post

Registered Sweden Post

Registered Singapore Post

Registered Hong Kong Post

5 months(from the shipping date)

Hong Kong Overweight Parcel

Related FAQ “How to track my order?”: http://help.cigabuy.com/tracking-your-order
We will get back to you as soon as we get any feedback from post office. It may take Two - Three months to get reply from post office. At the time we check with the post office, you may also keep contacting your post office to check, as your package may be just delayed by the above mentioned factors. If you receive your order during this period, please let us know.


Basically we are not able to refund until the package is lost and confirmed lost by the post office, because we send every parcel properly, and we couldn't control the customs restriction and the dispatch work of the post office. This is the company policy of CigaBuy.


However, if the order has been too long, such as 3 months or even longer and still not received, we will probably give our customer a partial refund as compensation according to different cases. This is also a responsibility of CigaBuy, to care for our customers and focus on our customer service.


Any questions please contact us by Customer Service Express: http://help.cigabuy.com/en/contact-us