Store Policies

Welcome to Cigar City Softwash's Store Policies

We take pride in offering you top-quality products at competitive prices. We understand that when it comes to shipping, costs can sometimes seem high in comparison to the item's value. We rely on external carriers for shipping, and their rates are based on weight and destination. To provide you with flexibility, we offer various shipping options, ensuring you can select the one that suits your needs best.

Pictures & Descriptions- While we make every effort to maintain the accuracy of our pictures and videos, occasional minor discrepancies may occur with certain items. Please note that these images are intended for reference purposes, and we cannot be held responsible for minor variations in products. If you have any concerns about the current appearance of an item depicted in a picture or video, please don't hesitate to reach out to us for clarification. Additionally, items shown in conjunction with other products, such as the downstream injector bypass kit and injector, are meant to demonstrate their intended use. Any items that appear faded out are typically not included as part of the standard package.

Backordered Items- If you purchase a product that is not currently in stock, we will contact you within 24 hours. You can choose to either wait until it's in stock to ship, delete the item from the order or ship the order minus the back ordered product.

Missing Items - We are human and we make mistakes. We will be more than happy to correct the issue, please just give us a call and let us know. But, please don't be mean to our staff. There is no reason to yell and scream over a missing product. You can call us at 813-686-7638 or email us at Info@CigarCitySoftwash.com.

- Return Policy: We aim to ensure your satisfaction with every purchase. If you receive a defective item or an incorrect order, please contact us for a return authorization. We do not charge restocking fees for these cases. If the product is returned and found to not be defective, you will be charged a restocking fee. 

- Returns for Unwanted Items: If you wish to return items that were not needed or were ordered incorrectly, we accept returns within 30 days from the original purchase date. These items must be in resell-able condition and returned in their original packaging or as sold to you, accompanied by the receipt. Please be aware that these returns will incur a 15% restocking fee. You are responsible for the round trip shipping cost. There is no returns on pressure washers or softwash pumps. 

- Special Orders: Please note that special order items do not qualify for our standard return policy.

- Quality Assurance: We stand by the quality of our products. We reserve the right to refuse credit for items that show signs of wear or use beyond the terms of our policy.

- Order Modifications: Once an order is placed, we cannot add to it. Any changes to an order after submission, including cancellations, will incur a $15.00 change order fee.

- Shipping and Lead Times: We strive to process and ship orders efficiently. Most products will ship by the next business day unless otherwise indicated. Please note that some items, such as pressure washers, hose reels, and custom equipment, might have longer shipping times, up to 10 days.

- Shipping Coverage: We ship within the continental US, including Alaska, California, and Hawaii. We also ship Internationally.

- Shipping Insurance: All shipments include full value insurance at no cost to you. All packages destined for residential addresses are dispatched with "No Signature Required" and will be left at the discretion of the carrier driver. Any instances of theft or misplacement are to be resolved between the recipient and the carrier; while we will aid in the process, we cannot be held liable for such occurrences. In the event of a lost package, a claim must be filed with the carrier before any reshipment or refund is processed. It's worth noting that in the past, some customers have received both the original shipment and a replacement, hence requiring an additional order if immediate shipping is needed before the claim resolution. Once reimbursement is received from the carrier or the package is returned to our facility, refunds for the original order will be issued.

Regrettably, due to industry constraints, we can no longer operate on a trust-based system. We strive to expedite order processing but typically require a lead time of 7 business days. Please allow this period before inquiring about your order's estimated time of arrival. If time sensitivity is an issue, we advise against placing an order with us; alternatively, similar products may be available at local pressure washing supply stores, and we're happy to assist in locating a retail supplier. Canceling an order incurs a 20% restocking fee without exceptions.

Some items, such as pressure washers, hose reels, and custom equipment, may have longer shipping times, potentially spanning a few weeks. Upon delivery, please inspect packages for visible shipping damage and notify the carrier immediately if any is detected. Replacement products will be dispatched post-resolution of the claim process. You'll receive a tracking number once the shipping label is generated, although there may be a delay before the carrier collects the package. Once collected, tracking will be available.

- Warranties:  Several of the products we sell are covered under the manufactures warranty. Warranties are not transferable. Purchaser is responsible for return shipping costs. In the event your return does not qualify for warranty coverage due to user misuse or neglect we will contact you and give you an  option to return to you or disposed of. Any additional fees incurred as a result of this including return shipping will be covered by the customer. 

For further details on our policies or if you have any questions, please feel free to contact us at 813-686-7638. Your satisfaction is our priority, and we are here to make your experience with Cigar City Softwash exceptional. Call us for assistance with returns, inquiries, or any concerns you may have. Thank you for choosing us as your trusted partner in exterior cleaning solutions.