FAQs

Q: I am a new customer, how can I get a full access to your website?
A: To be able to fully access our website, you are required to register and create an account with us for free.

Q: Do I have to pay a fee to join Balicigarettes.com?
A: No, you do not. It is completely free and we require NO COMMITMENT to purchase anything through us.

Q: Can you guarantee me the confidentiality?
A: We take your privacy seriously and are committed to protect your personal information that you provide to us as set out on our Privacy Policy. We may use the information we collect to periodically notify you about new products or special offers we think you'll find valuable.

Q: Is it legal to ship or buy cigarettes online?
A: Yes, as long as you are at least 21 years of age or older, and purchasing the cigarettes for personal consumption and not for resale. But you are fully responsible to check with the authorities for determining whether internet purchase of cigarettes in your region, state or country prohibited by law or not before purchasing anything from us!

Q: Where are the cigarettes you propose for sale made?
A: The cigarettes offered at Balicigarettes.com are made in Indonesia, correspond to the international specification and quality, and are GENUINE & LEGAL products.

Q: Are the cigarettes you sell the same quality that I can buy from my local convenience store?
A: At Balicigarettes.com we only offer GENUINE cigarettes products made by world leading cigarettes manufactures in Indonesia. All of the products on our website are bought directly from the manufacturers or their distributors. All cigarettes packs and cartons are properly marked and labeled by the corresponding cigarettes companies.

Q: What is special about the cigarettes you sell?
A: All brands of cigarettes that we sell are manufactured in Indonesia, and are produced with high quality of Indonesian tobacco which has been known throughout the world since hundreds of years.

Q: What Kretek is?
A: Kretek is cigarettes made with a blend of tobacco, cloves and other flavors. The word kretek itself is an onomatopoetic term for the crackling sound of burning cloves.

Q: Do you sell cigarettes samples to be tested?
A: Yes. You can buy cigarettes samples pack before purchasing more quantity cigarettes from us.

Q: Why are the cigarettes on sale at Balicigarettes.com cheaper than those sold at duty free shops in the airports?
A: Because the airport duty free shops have high running costs. Our prices are cheaper as we purchased them in large quantity directly from the manufactures or their appointed distributors. 

Q: Your prices on website seem very cheap. Do you take additional charges to the prices indicated on your site?
A: No. We do not take any additional charges or hidden cost. The price of the products listed on the website is the price you pay, plus shipping costs shown at the end of checkout process.

Q: What is the quantity of cigarettes of each carton?
A: In one carton may contain 120, 160, 200 and 240 cigarettes. It depends on the cigarettes brands. Most premium brand contains 200 cigarettes of each carton.

Q: Will you be offering other brands in the future?
A: Yes.  At the moment the cigarettes listed on our website are the cigarettes we currently sell. However we will keep adding new cigarettes for sell. It is best for you to check our website periodically.

Q: What if I do not find the cigarettes brand I am looking for?
A: Simply just send an email inquiry by using Contact Us form available on website.

Q: Do you guarantee that no duty will be paid after it arrived in my country?
A: We cannot guarantee it. Please check with the authorities in your region or state before purchase the cigarettes through us.

Q: How much are the import duties, taxes and charges?
A: Most of the country, a package contains 200 cigarettes is free of duty. Please check with the authorities in your country if there any customs duties, taxes or other charges that occurred in your region, state or country prior to purchase the cigarettes through us.

Q: Should I pay shipping cost for cigarettes?
A: Yes. The prices listed on website are for product and packaging. The shipping costs are calculated automatically by the system and will appear at the end of checkout process.

Q: Is it possible to know the exact shipping cost would be?
A: Yes. The exact shipping cost will be appeared at the end of check out process.

Q: How long does the delivery time?
A: The delivery time will take 7-14 days for Express Shipping, and 14-21 days for Registered Airmail. Delivery time may vary depending on the country and the city you live in. The Free Shipping (using Registered Airmail) to Australia may take up to 10 weeks!

Q: I have got the tracking number of the shipment but why the package is not arrived that long?
A: In some countries for the first shipment the customs may hold your package a bit longer. For customer who experienced this please be patient.

Q: If I place an order, when my order will be sent?
A: Once we receive the full payment, we guarantee to ship them in 3 working days.  Payment for orders received on Thursdays are processed on Fridays and shipped on Monday. Payment for orders received on Fridays, Saturdays and public holidays are processed on the first working day and shipped on the second day.

Q: How do I know if my order has been shipped? Can I track my package?
A: As soon as your order shipped you will receive an email informing you that your order has been shipped along with the tracking number of the shipment. 

Q: I have the tracking number for Free Shipping but the post office could not track it, saying "product not traceable"?
A: We use Registered Airmail for Free Shipping option. Most of post offices could not track packages using Registered Airmail, unless the package has arrived physically in the post office at destination country.

Q: Do you deliver by any couriers (e.g.: DHL, UPS, TNT, etc.)?
A: The package contains cigarettes can only ship by Express Mail Service (EMS) and Registered Airmail through post office.

Q: How can I track my order status?
A: After you've placed your order at Balicigarettes.com you will be automatically notified by e-mail. The best way to track the status of your order is to login to your account, and review your account history, this will contain all orders that you have placed, and allow you to see the status of recent orders you have placed.

Q: Why become very important to give a valid phone/mobile number?
A: The post office may contact you before delivering the package to you to ensure someone is ready to sign the receipt.  Also in some countries which have very strict rules on cigarette purchases, the customs may call you to pay import duty before they release the package.

Q: What happens if I am not at home when the package arrives?
A: The package can only be delivered to the addressee or to another person (e.g. a member of the family, a colleague, a porter, etc.) who will sign a receipt. If no-one is at home, a postman will leave a note and the package can be taken from your local post office within 10 days, after 10 days the package will be returned. Please make yourself available to pick up the package at designated post office, as we provide no refund for this case.

Q: What if my package was lost during delivery process?
A: In this case we will send the same item once more. But the customer is fully responsible for any lost package caused by incorrect address or invalid phone/mobile number provided to us.

Q: Is it common for some of the packages to be stolen?
A: We have never heard of this type of incident except in rare cases in few countries, the customs may take 1-2 packs of your cigarettes to be examined its contents.

Q: Is the goods packed securely?
A: Yes. The package consists of a stiff cardboard carton specifically designed for being sent by mail. In this way, we can be certain that your cigarettes, including the soft packs will reach you in perfect condition.

Q: Does the shipping cost include import duties, taxes and charges?
A: Import duties, taxes and other charges that may occur in the country of destination are not included in the price of the items or shipping cost. These charges (if any) are the buyer's responsibility.

Q: May I ship to a different address than the address stated in my account?
A: By default, we ship the package to the shipping address provided by buyer during registration. Please contact us if you would like to ship to different address before you arrange the payment.

Q: What if I do not receive an order confirmation via e-mail?
A: You should receive an order confirmation via e-mail within few seconds at the end of check out process. If you do not receive an e-mail confirmation within one hour, there might be a delay on the web server due to traffic. Or the email confirmation went through into your spam folder. If this happens, please contact us immediately to ensure that your order is being processed.

Q: What is your return policy?
A: Please see our Return Policy for details.

Q: Why can I trust Balicigarettes.com?
A: We are proud to maintain permanent credibility with our customers. We have been in this business since 2011 to cater the needs of Indonesian cigarettes. The majority of our customers are repeat customers. Our survival depends on this business, so there is no reason for us to mess up this business!

Q: To which countries you are not able to ship cigarettes product?
A: We ship the cigarettes worldwide.

Q: What should I do if I can't find an answer to my question?
A: Please contact us by phone or through Contact Us form available on website. We will assist you in anyway we can and provide you with any information you request. Your satisfaction is our utmost priority.