SHIPPING POLICY
Worldwide Shipping
We ship internationally. However, customers are solely responsible for ensuring that tobacco products can legally be imported into their destination country, as tobacco laws and customs regulations vary from country to country.
Before placing an order, customers should check the applicable laws, import restrictions, customs requirements, and taxation rules in their destination country.
Official Retailers
We source our products directly from established official retailers, distributors, and importers whenever available.
We may use a dropshipping and fulfillment service to process and dispatch orders.
Shipments are dispatched from Indonesia.
Because Indonesia is outside the European Union, customers are responsible for understanding their local regulations regarding the purchase and importation of tobacco products from overseas countries.
Shipping Costs
Shipping costs are not included in the product price.
The shipping cost depends on the weight of the order and the selected shipping method.
Customers can view the applicable shipping cost on the Cart or Checkout page before completing their order.
Processing Time
Orders are usually processed and dispatched within 1–3 business days after payment confirmation.
Processing may occasionally take longer due to product availability, supplier delays, or other circumstances beyond our control.
If an ordered product becomes unavailable after payment, we will contact the customer and offer the following options:
- Wait for the product to become available again
- Receive a full refund for the unavailable product/order, as applicable
SHIPPING METHODS
Registered Mail
International Registered Mail with tracking.
Estimated delivery to the destination country: approximately 10–40 days.
Express Mail Service
International Express Mail Service with tracking.
Estimated delivery to the destination country: approximately 5–15 days.
Regular Mail — No Tracking
Currently available only for the United Kingdom.
This shipping method does not provide reliable tracking information after the parcel leaves the origin country.
Because tracking data is unavailable, we cannot verify the parcel's movements within the destination country or provide an accurate delivery estimate.
This shipping method is not recommended.
IMPORTANT SHIPPING INFORMATION
The shipping period begins from the date the order is dispatched, not from the date the order is placed.
When we state that a shipment will “arrive in the destination country,” this refers to the shipment reaching the destination country, not necessarily the customer's delivery address.
After a parcel enters the destination country, delivery time depends on the local postal service and customs authorities.
Duty-Free Cigarette Supply Agent cannot guarantee or control the processing time of local customs or postal services.
If a shipment is delayed by customs, customers should contact the relevant customs office or local postal service for further information.
International postal shipments do not provide the same level of real-time tracking available through private courier services such as FedEx, DHL, or UPS.
Tracking information may therefore remain unchanged for an extended period.
Tracking Status — “In Transit”
If a shipment remains in “In Transit” status, we will wait for the postal service or tracking system to provide a further update.
We cannot normally process a refund or reshipment request while a shipment remains officially classified as “In Transit”, unless otherwise required under our Refund & Return Policy.
One common reason for a tracking status remaining unchanged is that the shipment is awaiting processing by the destination country's customs or postal service.
Tracking Number
Tracking numbers are available in the customer's account and are also provided in the shipping confirmation email.
Customers can use their tracking number through the tracking service provided with their order.
Where applicable, customers may also use:
17TRACK
or the tracking link provided in the shipping confirmation email.
TAXES & DUTIES
Tobacco products may carry applicable Indonesian excise or tax markings where required.
However, shipments may also be subject to customs duties, import taxes, VAT, handling fees, restrictions, or seizure in the destination country.
These charges and decisions are determined by the destination country's authorities and are outside our control.
All customs duties, taxes, and import-related charges are the responsibility of the customer.
Duty-Free Cigarette Supply Agent is not responsible for paying taxes or duties imposed by the destination country.
Customers must check their local customs and tobacco-import regulations before placing an order.
Refusal to Pay Customs Charges
If a customer refuses to accept a shipment or refuses to pay applicable customs duties or taxes and the shipment is subsequently returned to us, applicable return shipping costs and other non-refundable shipping-related charges may be deducted from the amount eligible for refund.
Any remaining eligible amount may then be refunded according to our Refund & Return Policy.
CUSTOMS DECLARATIONS
IMPORTANT NOTE
Customs declarations must comply with applicable shipping and customs requirements.
We cannot accommodate requests for false, misleading, or inaccurate declarations.
Customers cannot request that an order be falsely declared as a “Gift” or otherwise misrepresented for the purpose of avoiding customs duties, taxes, restrictions, or inspection.
Customers are responsible for ensuring that their order is legally permitted to enter their destination country.
If you do not agree with these conditions, please do not place an order.
CUSTOMS ISSUES
Duty-Free Cigarette Supply Agent cannot be held responsible for:
- Customs duties
- Import taxes
- Customs inspection
- Customs seizure
- Import restrictions
- Customs-related delays
- Local postal delays
- Other actions taken by destination-country authorities
Each country has different regulations regarding tobacco imports.
Customers are solely responsible for understanding the laws and regulations applicable to their destination before purchasing tobacco products internationally.
FLAVORED TOBACCO
Flavored tobacco products may be restricted or prohibited in certain countries.
Customers must obtain information about the laws and regulations applicable to flavored tobacco products in their destination country before placing an order.
Duty-Free Cigarette Supply Agent is not responsible for customs restrictions, seizure, delays, or other consequences resulting from local regulations concerning flavored tobacco.
SHIPPING INSURANCE
Each country has different regulations regarding the importation of tobacco products from overseas.
We prepare and process orders with care. However, larger and heavier shipments may carry a higher risk of customs inspection, delay, restriction, or seizure.
Customers are therefore strongly encouraged to understand their local tobacco-import regulations before ordering.
Recommended Maximum Quantities
We recommend the following maximum quantities per order:
- Cigarettes or Heated Tobacco: 2 cartons / 20 packs
- Hand-Rolling Tobacco: 10 packs
- Pipe Tobacco: 250 g
These are recommended quantities only and do not represent the legal customs allowance of any particular country.
Customers who are familiar with and legally permitted to import larger quantities may place larger orders, but they do so at their own risk.
Optional Shipping Insurance
Where available, customers may add Shipping Insurance to eligible orders up to 700 g.
If Shipping Insurance Is Purchased
Shipment Lost
If the shipment is officially determined to be lost by the postal service in the origin or destination country, or does not arrive within the applicable waiting period, a claim may be processed.
A 30-day waiting period may apply before a shipment can be officially considered lost.
If the claim is approved, the order may be reshipped free of charge once.
If the replacement shipment is also lost, additional free reshipment may not be provided.
Shipment Seized by Customs
If the shipment is officially confirmed as seized by customs in the destination country, the customer must provide official documentation or confirmation from the relevant postal/customs authority where required.
The customer may then choose from the applicable options:
Reship:
The order may be reshipped free of charge once.
Partial Refund:
A partial refund may be issued after applicable fees are deducted, including shipping, insurance, payment-provider, and refund fees.
The exact fees may vary depending on the payment method and provider.
If a replacement shipment is subsequently lost or seized, additional coverage may not be available.
Orders Above Recommended Quantities
Customers who knowingly place orders above the recommended quantities acknowledge that larger shipments may carry increased customs and delivery risks.
The customer is responsible for understanding whether the quantity ordered is legally permitted in the destination country.
Please refer to our Terms & Conditions and Refund & Return Policy for additional information.
CONTACT
For questions regarding shipping, tracking, customs, insurance, or delivery, please contact:
📧 cigarette.duttyfree@gmail.com
Duty-Free Cigarette Supply Agent
Trusted Since 2019
© 2026 Duty-Free Cigarette Supply Agent