Questions about an existing order:

If you wish to contact us about an order you’ve placed, please include your full name and order number and email customerservice@pappyco.com with the details of your order inquiry. We do suggest reading out tips below before you email us as these might be able to answer your questions sooner than our reply.

Where's my package?

Please visit the UPS Tracking or USPS Tracking page to see where your package is in transit.

How long will it take for my package to arrive? 

Orders typically ship 24 hours after your order has been processed Monday through Friday. Orders placed after 4pm EST Friday will ship first thing Monday morning.

Please visit the UPS Ground Maps page  OR  USPS Tracking Page  to see an estimate of transit times, where to find your tracking number, etc. Please note these are estimates and not guaranteed delivery times.

Is an item missing, damaged or was the wrong item sent?

We will do everything we can to make sure you are completely satisfied with your Pappy & Company products & experience. If something is missing, damaged or not the correct item we will work with you to replace it as quickly as possible. 

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

  • Your full name
  • Order number
  • Item(s) you are missing, damaged, or was incorrect

Looking to return or exchange your order?

We accept returns and exchanges on full price items (sale items cannot be returned or exchanged) within 30 days of receipt, only if the product(s) follow the below guidelines:

  • Item must be in good quality, and in the original wrapping
  • Unworn
  • Unused
  • Seal unbroken
  • Please note: cigars may only be returned or exchanged if the box is sealed and unopened and sent back within 7 days upon receipt.

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

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

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

For 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 no longer than 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.

    If you would like to exchange or return an item based on personal preference this will qualify for the customer to be responsible for paying for the return label.

    Send returns to:

    Pappy & Company

    Attn: Returns and Exchanges

    843 East Market Street

    Louisville, KY 40206

     

    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.

      We will get back 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. We also cannot accept a return or exchange if the product has been opened, used, damaged or worn.

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

       

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