What if my order arrives damaged or wrong?

Send us a photo within 48 hours of delivery and we will replace it free.

Shipping · Customs · Peace of Mind

Global Shipping & Customs Protection

Q: How long will delivery take?

Most orders arrive in 7 to 15 days (dispatch 1 to 3 business days), depending on destination and customs.

Q: Which couriers do you use and can I track?

EMS, UPS, FedEx or DHL depending on route, and every order comes with a tracking number.

Q: Will I have to pay import duty or tax?

Possibly. It depends on your country's rules and quantity. Please check your local allowance; any duties or taxes are the customer's responsibility.

We ship worldwide in 7–15 days, discreetly and fully tracked. Cross-border tobacco can get held at the border — so if customs seizes your first parcel, we reship it free.

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For adults of legal smoking age only. Minimum order: 2 cartons/boxes.

Discreet Packaging

Plain outer packaging with no tobacco wording — quiet, low-profile delivery.

Tracked End to End

EMS, UPS, FedEx or DHL with a tracking number you follow the whole way.

Customs Seizure? Free Reshipment

First parcel held? Send the notice and we reship once, free (claim within 14 days).

How Your Order Travels

Orders are dispatched within 1–3 business days once payment clears. We ship from China and duty-free zones via established couriers — EMS, UPS, FedEx and DHL — depending on your destination and the fastest available route.

Every parcel goes out in discreet packaging: plain boxes or envelopes with no tobacco branding or wording on the outside. You receive a tracking number so you can follow the shipment from dispatch to your door.

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Plain discreet parcel being packed for shipping

Typical Delivery Times

Most orders arrive in 7–15 days. Actual time depends on destination, courier and customs clearance — these are typical ranges, not guarantees.

Region	Typical delivery
North America (Canada, USA)	7–15 days
Asia (Japan, Korea, Singapore)	7–15 days
Europe (UK, EU)	7–15 days
Oceania (Australia, NZ)	7–15 days

Dispatch: 1–3 business days · Tracking provided for every order.

Parcel with a customs declaration form and tracking label

Customs Seizure? We Reship Free.

We won’t pretend cross-border tobacco never gets stopped — it can. What matters is what happens next, and here our policy is simple.

If your first parcel is seized by customs, send us the official seizure or detention notice (fastest via WhatsApp, which handles photos and documents). Once we verify it, we reship your order one time, free of charge — claim within 14 days of the seizure notice. Our typical customs clearance rate is around 95%.

Covers your first seizure; a second seizure to the same destination is at the customer’s own risk.
We don’t issue refunds on tobacco — our protection is reshipment, so you still get your cigarettes.
Discreet packaging and tracking are designed to prevent this in the first place.

Send a Customs Notice on WhatsApp

Import Rules Are Different Everywhere

Every country sets its own rules for importing tobacco for personal use. Many allow around 200 cigarettes (one carton) per adult duty-free, with duties or taxes applying above that; some places restrict tobacco arriving by mail altogether (for example, the United States under the PACT Act).

Please check and follow the tobacco import regulations in your own country or region before ordering. xiangyandd is not legally responsible for package seizures, duties or taxes that result from local regulations. This page is general information, not legal advice.

Returns, Wrong Items & Damage

Because cigarettes are a consumable product that can’t be resold once shipped, we don’t accept returns. But we stand behind every order:

Wrong item sent → we replace it free.
Damaged in transit → send us a photo within 48 hours of delivery and we replace it free.
Your statutory consumer rights in your jurisdiction always remain in force.

Shipping Fees

Shipping is calculated by weight and destination, and the exact cost is shown at checkout before you pay — no surprises. Two easy ways to ship free:

Post a photo review of an order you’ve received (sunshine review) → free shipping on your next order.
VIP members unlock ongoing pricing: 10+ cartons → Silver −5%, 50+ → permanent VIP −10%.

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Shipping & Customs FAQ

Will customs seize my cigarettes?

It can happen with cross-border tobacco. We minimise the risk with discreet packaging and tracking, and if your first parcel is seized, send us the notice (fastest via WhatsApp) and we reship once, free (claim within 14 days).

How long will delivery take?

Most orders arrive in 7–15 days (dispatch 1–3 business days), depending on destination and customs.

Which couriers do you use, and can I track?

EMS, UPS, FedEx or DHL depending on route — every order comes with a tracking number.

Will I have to pay import duty or tax?

Possibly — it depends on your country’s rules and quantity. Please check your local allowance; any duties or taxes are the customer’s responsibility.

Is the packaging discreet?

Yes. Outer packaging has no tobacco branding or wording.

What if my order arrives damaged or you sent the wrong item?

Send us a photo within 48 hours of delivery and we'll replace it free.

Order With Confidence

Discreet, tracked, and backed by free reshipment if customs steps in. Browse the shop or message us any time — WeChat and WhatsApp are open 7 days a week.

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Smoking is harmful to your health. Products on this site are intended for adults of legal smoking age only. Please comply with tobacco import regulations in your country/region. xiangyandd is not legally responsible for package seizures due to local regulations.