Return Policy:

Here at Pappy & Company, we want to make sure you are completely satisfied with your products & experience. That is why we offer a 30-day return policy on full price items that follow the guidelines below:

  • Item must be in good quality, and in the original wrapping
  • Unworn
  • Unused
  • Seal unbroken

Tobacco Products

Our cigars arrive sealed and shrink wrapped in cellophane. We are unable to accept returns on opened boxes. If the box is sealed and unopened, we will accept returns or exchanges on cigars within 7 days upon receipt.

Handmade Items

Our Barrel made products are curated by hand and may vary in color and creed.  These differences in variation are completely normal, and is what makes our Pappy & Co. products so unique.  These slight variations do not affect the functionality of our products, and are not permissible as a consideration for a return or exchange without approval of a Pappy & Co. customer representative.

PLEASE NOTE THAT ALL SALE ITEMS ARE FINAL SALE. NO RETURNS OR EXCHANGES.

How do I inquire about a return or issue with my order?

Simply email us at customerservice@pappyco.com with the following information:

  • Your full name
  • Order number
  • Item(s) you would like to return or item(s) in question

Once your return has been approved, we will provide shipping details.

Don’t have your order number? Was it a gift? We are able to issue a gift card for these circumstances as long as you are able to provide the gift givers information.

If something is missing, damaged, or not the correct item we will work with you to replace it as quickly as possible. We will be happy to send you a complimentary pre-paid return shipping label as well as a replacement product.

We will get back to you with you within 48 business hours with directions on how to complete your return. Please note that we cannot accept returns or exchanges for our bourbon balls due to health compliance laws.

How soon will I get my refund?

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If you are approved, your refund will be processed and a credit will be applied to your preferred payment method, within 10 working days. Store credits returns will receive an email with the confirmed amount.

Thank you for bringing us into your homes, to your parties and for shopping with Pappy & Company.

Shipping Policy:

Pappy & Company is located in the shipping and logistics hub of Louisville, KY. We are within a few miles of the international air operations for UPS. As such, we have partnered with UPS to offer a few types of shipping services depending on when you need the package to arrive to your location.

To provide value to our customers, we also ship via USPS priority mail. In some cases, the USPS priority option can be a lower price point with the same level of service. This is a customer option, and we will display the shipping costs for each service during the checkout process.

The estimated transit time shown during checkout for all USPS Priority orders reflects the average shipping time from our warehouse in Louisville, Kentucky , to your zip code. Please note these transit times are estimated by the postal service and are not guaranteed.

List of carriers and services available:

Carriers

Transit Time

Service Type

Exclusions

UPS: Next Day Air

1 day

Delivery by 10:30 AM the next business day.



UPS business days do NOT include Saturdays, Sundays, or holidays. UPS will attempt 3 deliveries at your address – if unable to deliver, they will return the package back to us. Please reach out to customerservice@pappyco.com if any issues receiving your package.

UPS: 2nd Day Air

2 days

Delivery by end of day on the 2nd day.

UPS: 3 Day Select

3 days

Delivery within three business days by end of day across all US states

UPS: Ground

1-5 days

85% of zip codes are 3 days or less from our location. Some locations up to 5 days.

USPS: Priority

1-3 days

Priority Mail service includes tracking. Up to 3 days by end of day.

All orders sent to a PO box must be shipped via a USPS as the carrier option. All orders sent to a US military base must be shipped via USPS Priority Mail. USPS business days do NOT include Sundays or holidays.



 

Special note: Pappy & Company does not ship outside of the US or its territories, except for APO addresses.

Please see the UPS Ground transit estimation map below for information about time from our warehouse to your location.

Free Shipping: Orders with a value of $99 or greater qualify for free shipping. Pappy and Company will ship all free shipping qualified orders via UPS Ground or USPS Priority. Orders containing cigars do not qualify for free shipping due to increased costs associated with tobacco and state requirements around adult verification.  

Food Perishables: To maintain the quality of our food products containing chocolate (Brittle and Bourbon Balls), and to guarantee freshness when you open the package, we have the following options available during the summer months: 

UPS Next Day Air, UPS 2nd day Air, and USPS Priority for 1 and 2 day shipping zones are available to ship our food products. All other shipping options including ground and USPS Priority 3 day are disabled during warmer periods of the year. We also use special packaging, including insulated poly bags and ice packs. We only ship Monday –  Wednesday – to avoid leaving the package over the weekend while in-transit to your location.

Tobacco Products (Cigars): Due to strict state requirements around shipping tobacco and additional handling fees and taxes – we exclude cigars from our free shipping promotion (see “Free Shipping” header above). UPS, as well as various state laws, require an adult signature for all orders containing cigars. As a customer, please expect the adult signature requirement and make arrangements to be there when the package arrives. We are following all legal guidelines in regards to this policy. See below for more options around signature required packages if unable to be there on delivery. 

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.

Service Level Expectations

The Pappy fulfillment team values your business and we want to do everything possible to get your package to your doorstep as quickly as possible. We ship all orders received that business day – up to 2 PM EST. Any orders received after 2 PM EST will ship the next business day. This includes expedited air shipping as well as standard economy shipping. You will receive an email confirmation when we receive your order, as well as confirmation once the package has shipped. We do reserve the right to change the fulfillment window while experiencing certain delays beyond our control. We will always make a best attempt to communicate this via the website and be as transparent as possible if you can expect any delays. 

Tracking

All carrier products that Pappy and Company uses have tracking features. Once your order has shipped, you will receive an email communication with the updated tracking #. We are continuously monitoring packages in transit to ensure the best service, and working proactively with our carrier vendors if any issues on their end might delay your order. Please email customerservice@pappyco.com with any questions regarding the status of your order. 

Holiday Shipping

In observance of federal holidays, our warehouse is closed on the following days:

  • New Year’s Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • Christmas Eve
  • Christmas Day
  • New Year’s Day

We are always working with our package carriers to ensure your package delivers on-time as expected around Holiday dates. Please see our website during the month of December for dates and suggested ordering methods to receive your package on-time. We will issue information for dates for the last day to order using standard shipping methods as well as expedited shipping cut off dates.