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FAQ - Delivery
Q. Are all parcels sent from Asia?
A. Yes. We work in Asia only.
Q. Do you deliver by couriers? (e.g.: DHL, UPS, TNT, etc.)?
No. We send by registere airmail only.
Q. Can I track my parcel by means of its number?
A. There is no system for online tracking, but there will be a registered airmail number for you to track offline with your local post office in the event the shipment is lost..
Q. Are there countries to which you do not deliver?
A. No. The cigarettes sold at Heavenlysmoke.com can be purchased from any country in the world. We deliver world-wide with the exception of Indonesia.
Q. Are the mailing times shown on the General Info Delivery page guaranteed?
A. No. Air Mail deliveries can be affected by mailing problems in the destination country.
Q. I bought three cartons of cigarettes one week ago and I have only received two cartons. Is that normal?
A. No. All cartons will be shipped out on the same day, therefore, it is not possible for you to receive 2 cartons only. Please notify us at once if this is the case.
Q. What happens if I am not at home when the parcel arrives?
A. As all shipment will be sent via registered airmail, an acknowlegement of receipt is required for receipt of shipment. If the items were not received by the receipient, the items will be returned to us after sometimes. You will be required to pay for shipping if the items were returned to us for reshipping.
Q. Is the package tough enough?
A. Yes. The package consists of a stiff cardboard "book size" carton specifically designed for being sent by mail. The carton is placed inside a plastic covered padded paper envelope. In this way, we can be certain that your cigarettes - including "soft packs" - will reach you in perfect conditions.
Q. What information is written on the parcel?
A. Your address and order number. Our address. Description of the contents, for the Postal Authorities:
Q. Is it common for the parcels or some of the packets to be stolen?
A. Sometimes but it rarely happens. We seldom heard of this happening but we have in any case taken this event into consideration since we send products to all destinations world-wide. Our parcels appear to contain a book from the outside, given the handy "book carton" containing ten packets of cigarettes.
Q. What should I do if I believe my mail could be stolen?
A. The risk of stolen or lost parcels are minimised as we shipped all cigarettes via registered airmail. In the event that you did not receive the shipment within the stipulated shipping duration, please kindly notify us via email. We will check the lost shipment with post office and reship the cigarettes once the lost is confirmed.
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