Quick answers to common questions.
To view our Return Policy please click here.
You can start your return using the link on that page. We will need a few pieces of information, including name, order number, and reason for return. You will receive a response from us within 48 hours Monday through Friday with the next steps.
Please allow up to 5 business days of your return being received into our warehouse to be processed. We advise to use a traceable shipping service when sending your return back to us to track its whereabouts. Once your return has been processed you will receive an email update. We are happy to provide a prepaid return shipping label for any items that arrive damaged or incorrect. For a general exchange or change of mind, we do not cover the postage costs for returns to be sent back to our warehouse.
If you have received something that is damaged, missing, or incorrect, we will work with you to replace it as quickly as possible. Please email customerservice@pappyco.com with an image of the damaged/incorrect item and we will be happy to send you a complimentary pre-paid return shipping label as well as a replacement product. For a general exchange or change of mind, we do not cover the postage costs for returns to be sent back to us.
Orders placed before 2pm EST are processed and shipped within one business day. Orders placed over the weekend will be processed the next business day.
For more information please review our full shipping policies.
We ship all orders through 2 PM EST the same business day, Monday-Friday. UPS as a business, across all e-commerce companies nationwide, still does not officially advertise Saturday or Sunday as a business day. Therefore, as the UPS delivery schedule is based on Monday-Friday, as a result, any order placed via 2nd Day Air after 2pm on Wednesday will be picked up by UPS Thursday and deliver the following business day.
Please refer to our daily cutoff and UPS business day classification listed under the shipping policy on our website here.
In these situations, the package has either been lost or misplaced by UPS/USPS as it never received another scan once it was picked up. We always wait 10 days before replacing, as majority of the time the package does eventually appear. After 10 days we are happy to replace your order free of charge. We will get it shipped out right away and you will receive an email notification with the new tracking information as well.
Pappy and Company uses only curbside recyclable materials in our shipping boxes, and the materials within the box. Everything from our paper-based bubble wrap, paper void fill and cushioning, and our shipping boxes are meant to be reused and recycled. We have done everything we can to eliminate plastics and materials that cannot be recycled by our customers. No more annoying packing peanuts, and no more plastics that must be thrown away.
During the checkout process, you can mark your order as a gift and leave buyer comments. These will print on the packing slip and be viewable by the giftee. Our packing slips do not have any pricing associated with the order - just the items contained within.
Receiving a delivery confirmation before the package has actually been delivered is not uncommon with both USPS and UPS, oddly enough. Please give it one to two business days from when you receive the delivery confirmation for it to arrive. If it still hasn't I would check with your neighbors to be sure it wasn't accidentally delivered to the wrong address. If you still do not have any luck, you will need to contact your local post office or UPS location and provide them the tracking number. From there, they can scan it and give you the exact location of the package. Sadly, once the orders leave our hands in the warehouse it becomes difficult to manage their whereabouts.
Pappy and Company ships to the majority of the countries in the world. Some countries have rules around tobacco clearance at customs, so make sure you know your countries rules around tobacco. All orders ship from either UPS or DHL as the carrier. We offer a range of delivery speeds and costs. Please note: All international shipments ship as duties unpaid, it's up to the customer to pay the duties and taxes before receiving. This is due to Pappy and Company being a small company, and the tax laws around tobacco, food, and other items are extremely complex to estimate at the point of sale.
How quickly your cigars will dry out depends on the humidity in the air. More humid climates are better for cigars. In general, you should store cigars in a humidor or airtight bag as soon as your shipment arrives. Due to inconsistent shipping climates, it is important to give your cigars a few days to rehydrate before enjoying one.
For every 25 cigars stored, put a damp sponge or paper towel in the bag or container, be sure the sponge does not touch the cigars. Store the bag on a shelf or in a closet. If you don't have a humidor, we suggest purchasing one of our Boveda humidor bags or one of our 2-way humidity control packs designed to keep your cigars at the ideal humidity. They are available for purchase on our website.
Please note: Our cigars arrive sealed and shrink-wrapped in cellophane. We are unable to accept returns on opened boxes
The cigars go through customs in Miami upon arrival from Drew Estate in Nicaragua. The inspection officers always perform at random searches where they cut the seal to confirm the contents inside the box. They always attempt to re-seal them as best they can but sometimes the seal can give way in transit. You can rest assured that the cigars themselves have not been tampered with and are perfectly fine.
This is in accordance with both the updated tobacco laws as well as UPS’ policy.
Once the orders leave our hands in the warehouse we unfortunately lose control over transit time and/or any changes in delivery options. That said, UPS offers UPS MyChoice, a free service that lets you decide how, where and when home deliveries occur to fit your schedule. You have the ability to change a delivery address or hold at a UPS location where available, as well as many other options. To sign up for this service or learn more, please click on the link below.
Additional help with signature required packages containing cigars:
UPS: Sign signature online -UPS offers this feature through the free UPS My Choice service. Create a UPS My Choice account if you haven’t already, then sign in and click the incoming package on your dashboard to get started. You can also sign for packages with the UPS app for iPhone or Android. Sign into the app and tap a package to view delivery options for it.
USPS: Sign signature online - To authorize the release of a USPS package, sign into the free USPS Informed Delivery service. On your dashboard, click a package that’s arriving. If you haven’t signed up for it yet, you can do so online, but USPS will need to send you a code in the mail before you can access the account.
You can also do this on your phone with the USPS Informed Delivery app for iPhone or Android. Sign into the app and tap a package to access its options.
Part of the blend consists of tobacco grown and fire cured in Hopkinsville, KY, then shipped to Saint James Parrish, Louisiana, where it is fermented under pressure in retired Pappy barrels using the "Perique" process. The innovation of taking KY fire cured tobacco and then fermenting it in bourbon barrels has never been done before and is what makes this blend extra special and like no other premium cigar on the market. Learn more about the Perique process here.
Looking for the Bourbon? Here at Pappy & Company we only sell dry goods, so are unable to help you locate or purchase our family's bourbon. Legally, the distillery can only sell to liquor distributors, therefore it is not an option to sell bourbon directly to consumers. It is up to the distributor as to where the bourbon gets sold, so it is also not always known where the product hits the shelves. We appreciate so much the interest in our brand and wish we could accommodate the many deserving requests, but truly do not have any product in our hands nor can be of help locating a bottle for purchase. Unfortunately as most of you know the supply cannot meet the current demand, and because our bourbons are aged 10-23 years, we can not simply start making more today and selling it tomorrow. We are producing more bourbon annually, but at a rate that fits within our family's values of quality over quantity. We always want to provide exceptional customer service and reply back to all of our customer inquiries, but we truly cannot assist you with any bourbon related emails. We do not even gift our own family or friends our bourbon and it is a very rare occasion when we sip a glass of "Pappy". We appreciate your interest so much and want to thank you for supporting our small family business whose name is a lot bigger than its size! Feel free to go to the distillery's website for the information they provide.
The bourbon is and always has been made in small batches, the youngest being 10 years...that said, you can't speed up time. What is aged in 10 years simply cannot be consolidated into 10 weeks, or even a few years for that matter. The bourbon, up until more recently, was not in the high demand that it is these days. As the VanWinkle's have continued to make the bourbon the way they always have, as their slogan would say "We make fine bourbon at a profit if we can, at a loss if we must, but always fine bourbon" this is very clearly a testament to their long standing commitment and dedication to the brand and to producing a superior quality product, regardless of monetary profit and/or what class the consumers happen to fall into.
In regards to the high price tags seemingly associated with the bourbon, for reference, the 23 year family reserve is the highest priced bottle, retailing for $299. The 15yr, 12yr and 10yr all fall below that. That said, anyone that is paying north of $300 for ANY bottle of Pappy, (as almost everyone is) is contributing to exactly why it has become near impossible to find...consumers willing and anxiously waiting to pay an exorbitant price for a bottle of bourbon.
Lastly, when the bourbon is ultimately bottled and then allocated among the distributors and liquor stores around the globe, it becomes their sole discretion to decide whom they sell it to and how much they sell it for, fair or not. Unfortunately, that is one aspect completely out of the distillery's control. Most liquor stores can guarantee THEY themselves are going to profit hugely by increasing the price tag upwards of $900 and then some on a single bottle and then pocketing the difference...all while having a line out their door of people willing and ready to pay it. Again, nothing to do with the distillery and/or the VanWinkle family.
Yes! When out of stock, most products will offer a back in stock notification. Simply find the “Notify Me” button under the product description and enter your email address. If/when the product is restocked you will be notified once we receive delivery.
Yes, we have an established Wholesale Program. We love having the opportunity to connect with other like businesses across the country and showcase our products. Go to our Wholesale Page to learn more about the program.
You just might! Please check out our Store Locator page where you can see if there are any stores in your area carrying Pappy & Co. products. If not, have your favorite local store(s) look into our Wholesale Program.
If you happen to have forgotten your password and need to reset it, please email us at customerservice@pappyco.com. We will resend you an account invite to begin the password reset process.
All orders that qualify are automatically entered into the sweepstakes, there is nothing else you need to do! Your order number you receive via email is your confirmation. Good luck!
Below is some information that will hopefully be helpful in navigating the Rewards Program; how to earn points, how to redeem them, etc. If you need further assistance, please reach out to customerservice@pappyco.com.
Pappy & Company’s Rewards Program Explained:
Sign up for our rewards program here.
Access and existing rewards account here.
How to earn points
● When you sign up, earn 200 points
● For every $1 you spend, earn 5 points
● Share on Facebook, earn 50 points
What do I get with my points?
● 1000 points = $5 off coupon
● 2000 points = $10 off coupon
● 3000 points = free shipping (up to $15)
● 5000 points = $25 off coupon
Are there exclusions with the Pappy Points?
At this time no there are not.
Do my points expire?
Yes, after 1 year your points expire. You will receive an email reminder before they expire. Once you select “redeem” on your points, you have 6 months to apply them to a purchase.
How to check your balance:
Login to your account and click on the “Join our Rewards Program” button in the lower right corner. Once you are logged in you will see your points balance. You will also see any pending rewards you have redeemed but not applied to your cart.
Of course! Please email customerservice@pappyco.com and we will be happy to assist you.
How quickly your cigars will dry out depends on the humidity in the air. More humid climates are better for cigars. In general, you should store cigars in a humidor or airtight bag as soon as your shipment arrives. Due to inconsistent shipping climates, it is important to give your cigars a few days to rehydrate before enjoying one.
For every 25 cigars stored, put a damp sponge or paper towel in the bag or container, be sure the sponge does not touch the cigars. Store the bag on a shelf or in a closet. If you don't have a humidor, we suggest purchasing one of our Boveda humidor bags or one of our 2-way humidity control packs designed to keep your cigars at the ideal humidity. They are available for purchase on our website.
Please note: Our cigars arrive sealed and shrink-wrapped in cellophane. We are unable to accept returns on opened boxes
All of our barrel made Pappy & Company items are created from the actual barrels used to age our Pappy Van Winkle bourbon. Due to the handmade nature of these products, there are slight variations in every piece. We consider the variations to be a sign of true craftsmanship. It is normal for the natural wood of the bourbon barrel staves to dry out over time. As a result, the staves can shrink and more variations will appear. To avoid overdrying, never soak any of your products in water and minimize overall exposure to water. For our cutting boards and stave bowls, we suggest periodically applying food safe mineral oil to maintain the care and luster.
Sold in 4pack and 12 pack boxes. Store in the refrigerator, best if enjoyed within 1 month. If unopened, they can be frozen for up to 4 months. For best flavor, enjoy at room temperature.
Coffee doesn’t really spoil, although it is best to use within a couple months of roasting. Many roasters put a 1 year expiry on the coffee. Make sure the coffee is stored air tight and away from heat and sunlight.
Refrigerate after opening. Best to enjoy within four weeks of opening. If unopened, the shelf life is roughly around 6 months.
