Email service@caseandcedar.com for product questions, order updates, changes to an order, or to start a return. Replies are normally sent within two business days, Monday to Friday.
Before you write
Most product questions can be answered from the specification table on each listing, the size guide, and the case fit checker. If a listing does not state a figure you need, such as the interior length of a specific case, ask and we will confirm it with the maker where possible.
What to include
- Product questions: the product name and, if relevant, the variation (capacity, color, or design), plus the length and ring gauge of the cigars you plan to carry.
- Order questions: the order number from your confirmation email and the email address used at checkout.
- Address or item changes: the order number and the change you need. Changes are only possible before the order ships, so send them as soon as possible.
- Returns: the order number, the product, and the reason. See the returns section for conditions and the return window.
- Damaged or incorrect items: the order number and clear photographs of the item and the packaging, sent within 7 days of delivery.
Response times
We answer in the order messages arrive, usually within two business days. Messages sent on weekends or public holidays are handled on the next business day. If you have not heard back within three business days, check your spam folder and then write again with the same subject line.
What we cannot help with
Case & Cedar sells cases and accessories only. We cannot advise on buying, storing, or shipping cigars or tobacco products, and we do not respond to requests for cigars.
Press and partnerships
Editorial, retail, or partnership enquiries can use the same address. Please state the publication or business in the subject line.