Return Policy

Effective date: September 21, 2026

Every El Bombero piece is made to be kept, displayed, and remembered. If something about your order is not right, this page explains what can be returned, what cannot, and how to get started. If you have a question that is not answered here, email us at ElBomberoUSA@gmail.com or call 786-245-3560.

At a glance

• Accessories (Tabletop Cigar Cutter, Waterproof Cigar Travel Case, Challenge Coin, Cigar Accessory Gift Set) can be returned within 30 days of delivery if they are unused and in their original packaging.
• Cigars and the Firefighter Call Box Collector’s Edition, which ships with cigars inside, are final sale. They are replaced or refunded only if they arrive damaged, defective, or different from what you ordered.
• Damaged, defective, or incorrect items: let us know within 7 days of delivery and we will make it right at no cost to you.
• Refunds go back to the original payment method.

Cigars and the Call Box are final sale

Cigars are a tobacco product. For legal and health reasons, we cannot accept returns of cigars once they have shipped. This applies to any cigars we sell, including the cigars included with the Firefighter Call Box Collector’s Edition. Because the Call Box is sold as a complete set with its cigars, the set is final sale once it has been delivered.

If your cigars or Call Box arrive damaged, defective, or incorrect, that is covered under “Damaged, defective, or incorrect orders” below. If you have a concern about your Call Box that is not covered on this page, contact us; we will do our best to help.

Accessory returns (30 days)

The Tabletop Cigar Cutter, Waterproof Cigar Travel Case, Limited-Edition Challenge Coin, and Cigar Accessory Gift Set can be returned for a refund if all of the following are true:

• You contact us within 30 days of the delivery date shown on your tracking.
• The item is unused and in its original condition, with all parts and original packaging. Gift sets must be returned complete.
• You have your order number or another proof of purchase.

Items that show signs of use or wear, are missing parts or packaging, or arrive back to us damaged because they were not packed securely may be refused or refunded only in part.

Return shipping

You are responsible for the cost of return shipping unless the return is the result of our error. Please pack the item securely and use a shipping service with tracking; we are not responsible for returns that are lost or damaged on the way back to us. Original shipping charges are not refunded unless we made a mistake with your order.

Refunds

Once your return arrives and has been inspected, we will email you to confirm it has been approved. Approved refunds are issued to your original payment method within 5 business days. Depending on your bank or card issuer, it can take another 5 to 10 business days for the refund to appear on your statement.

Exchanges

If you would like a different item, contact us and we will walk you through it. In most cases the fastest option is to return the original item for a refund and place a new order for the item you want.

Damaged, defective, or incorrect orders

Please inspect your order as soon as it arrives. If anything is damaged, defective, or not what you ordered, email us within 7 days of delivery with your order number and photos of the item and its packaging. We will send a replacement or issue a full refund, including shipping, and we will cover the cost of returning the item if we need it back. This applies to every product we sell, including cigars and the Call Box.

Changing or cancelling an order

If you need to change or cancel an order, contact us as soon as possible with your order number. We can make changes or cancel for a full refund as long as the order has not shipped. Once an order has shipped, it is covered by the return terms on this page.

Delivery, adult signature, and returned shipments

Orders that contain cigars require the signature of an adult who is 21 or older at delivery. The carrier will not leave these packages unattended. If a package is returned to us because delivery could not be completed after the carrier’s attempts, or because it was refused, we will contact you to arrange reshipment; additional shipping charges may apply. If you would rather cancel at that point, we will refund the merchandise total, less the original shipping cost.

If your tracking shows the package was delivered but you cannot find it, check with other members of your household and your neighbors, then contact the carrier and us within 7 days. We will help you file a claim with the carrier and work with you on a resolution.

Items that cannot be returned

• Cigars and any other tobacco product
• The Firefighter Call Box Collector’s Edition, which ships with cigars inside
• Items marked as final sale at the time of purchase
• Accessories returned more than 30 days after delivery, or without contacting us first

How to start a return

1. Email ElBomberoUSA@gmail.com with your order number, the item you want to return, and the reason. Include photos if the item arrived damaged or incorrect.
2. We will reply within 2 business days with your return authorization and the address to ship to. Please do not send anything back before you hear from us.
3. Pack the item securely in its original packaging, ship it with tracking, and send us the tracking number.
4. Once we receive and inspect the item, we will confirm your refund by email.

Questions

El Bombero USA
14 NE 1st Avenue, Suite 1403-1289
Miami, FL 33132
Email: ElBomberoUSA@gmail.com
Phone: 786-245-3560

Nothing on this page limits any rights you may have under applicable consumer protection laws.