We ship worldwide, however all customers are responsible to get his/her tobaccos into his/her country since tobacco laws vary from a country to another.
Directly Official Retailers
We are procuring all products directly and only from Official Retailers and directly shipped use drop shipping service. Shipments are completed from Indonesia (non-EU country). So, all customers must be aware of their local customs laws about purchasing online tobacco from overseas (non-EU) countries by post before place an order.
Shipping Costs
Shipping cost is always excluded from product price.
Shipping cost varies according to the weight of the order. You can check shipping cost in “cart page” or “checkout page” when you place an order.
Shipping Process Time
Shipments are usually completed within 1-3 business days after payment confirmation. This period may sometimes be delayed (due to delays in product supply).
If we were out of stock at the time of payment for any reason, we offer two solutions;
* Waiting for product to arrive in stock
* Full refund
Shipping Types
International Registered Mail: International Registered Mail with tracking. It takes around 10-40 days for arrive to destination country.***
Express Mail Service: International Express Mail Service with tracking. It takes around 5-15 days for arrive to destination country.***
***PLEASE NOTE THAT;
Shipping period begins on the day order is dispatched.
“Arrive to destination country” states for entry to destination COUNTRY not to the BUYER. Because we cannot have any information about delivery time for local postal service as well as customs procedures.
HRT Indonesia cannot be responsible for long delays at customs. Please reach your customs office for delays caused by customs.
You will not be able to see the real-time movements of your parcel as these shipments are carried out by national post services (Not like FedEx, DHL and UPS).
For shipments with status “In-Transit” we will be waiting for reshipment until the status is updated. We cannot accept refund and reshipment requests for orders with status “In-Transit” before an update. Main reason for tracking status to remain at “In Transit” is, shipment is not being processed by the local customs office.
Tracking Number
Tracking numbers can be found in your account and in the shipping confirmation email.
You can also type your tracking number and check your order status from the following link;
HRT Tracking Page
17Track.net
Taxes & Duties
Cigarette and tobacco packs come with Excise stickers, proving that taxes (customs duties, VAT, Excise tax) were paid in Indonesia.
Please be aware that your delivery may also be subject to customs duties, taxes or seizure over which we have no control, and which MUST be borne by you.
We are not responsible for paying any taxes or duties involved in the importation of customer’s order into their country.
All customers must be aware of their local customs laws about purchasing online tobacco from overseas (non-EU) countries by post before place an order.
If the customer refuses to pay taxes or duties for the order and returns it to us, return shipping fee and standard shipping fee will be charged within the order amount and the remaining amount will be refunded.
Customs Declaration
We should declare order as “Cigarette” on the Customs Declaration Form, due to customs regulation in source country.
Orders will be declared as “Rokok” it means cigarette.
We can not declare your specials as “Gift, etc”).
If you don’t agree please do not place an order.
All customers must be aware of their local customs laws about purchasing online tobacco from overseas (non-EU) countries by post before place an order.
Customs Issue
We cannot be held responsible for customs duties, taxes, seizure, delayed shipments or any further inconveniences caused by local customs for your tobacco orders.
All customers must be aware of their local customs laws about purchasing online tobacco from overseas (non-EU) countries by post before place an order.
Flavored Tobaccos
Flavored tobaccos have been banned some countries. We do not take responsibility customs risk for your flavored tobacco orders.
Please obtain necessary information about local rules for flavored tobaccos before placing your order.
Shipping Insurance
Each country has different customs regulations for importing tobacco from overseas (non-EU) countries by post.
We prepare all your orders with great care and ensure our shipments are handled meticulously.
However, it is known that the larger the size and weight of the order, the higher the risk of it being held at customs in the destination country (Exceptions: Some countries have no limits on customs regulations).
Therefore, all customers must be aware of their local customs laws regarding purchasing tobacco online from overseas (non-EU) countries by international post before placing an order.
The suggested maximum quantities per order are:
• 2 cartons (20 packs) for Cigarettes or Heated Tobacco,
• 10 packs for Hand Rolling Tobacco.
• 250g for Pipe Tobacco.
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- If the customer’s order is lost due to the postal service in the destination country and/or does not arrive for any reason (a 30-day waiting period applies to determine the order as lost).
The order will be reshipped free of charge, but reshipping will only be done once. If the reshipment is also lost, the responsibility lies entirely with the customer, as there is clearly an issue on the customer’s side.
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- If the customer’s order is seized by the destination country’s customs (the customer must receive and share an official letter, or this must be confirmed by the official postal service in the destination country) ; we offer two options to our customer;
Reship: The order will be reshipped immediately and free of charge, but this will be done only once. If the reshipment is also lost, the responsibility will fully lie with the customer, as it indicates an issue on the customer’s side. Recommended.
Partial Refund: A partial refund is issued due to fees being deducted from the customer’s payment, including the shipping fee, shipping insurance fee, payment provider fee, and refund fee. These fees are applied by the payment provider and the bank. The exact fees may vary depending on the payment method chosen by the customer.
If the customer is familiar with the customs regulations of the destination country, they may order more than our recommended quantities. In this case, the responsibility lies with the customer.
Please refer to the Terms and Condition sections for more details.
