Frequently Asked Questions
Here you will find answers to the most common questions we get regarding our business processes.
What is your User Account Policy?
In order to assure proper use of Customer Service, we may need to contact customers regarding their orders. Therefore we require that customers update their current phone numbers and email addresses within their account for as long as the account remains in use and orders are placed. Back to the top
How do I receive my order?
Your order will be available for pick-up at our outlet at 580 E State Street, Salamanca, NY 14779. However you can request to have your order shipped to yourself. The system will calculate shipping and handling cost for you, and your order will ship by USPS Priority Mail only. It usually takes 3-7 business days. Please remember that the USPS does not include weekends or holidays as business days. All our tobacco products are received fresh from the manufactures and distributors daily. All shipping and handling charges are based on your shipping zip code and the total weight of the items in your order. We strive to ship all orders we receive within 24 hours of processing, but some orders may take a little longer due to delivery times of products coming in to us and/or our wholesalers and product demand. If you would like to know the status of your package, please feel free to call us or email us, and we will gladly let you know the status of your order or package. Back to the top
What are your terms and conditions as a retail outlet?
Salamanca Cigarette Outlet is solely owned by a Enrolled Member of the Seneca Nation. We are 100% Native American owned business and Licensed by the Seneca Nation of Indians (a Sovereign Nation) to operate as a cigarette retailer and to transact business within and from the Nation's Allegany Territory in Western New York on the Allegany Reservation. All transactions are consummated on the Allegany Indian Reservation, we do not have to pay nor report sales tax to any collectible agency. The point of sale of any transaction involving Salamanca Cigarette Outlet occurs at it's physical location within the territorial jurisdiction of the Seneca Nation of Indians. Any person who uses this website to transact or to communicate business with Salamanca Cigarette Outlet in any form, agrees that his or her use for such purposes and or the resolution of any disputes relating to such use are subject to the law and territorial jurisdiction of the Seneca Nation of Indians. Back to the top
How do I pay for my tobacco order?
Personal Check and Money Orders or Electronic Check. You have to send in a valid drivers license or federally recognized photo identification to have on file for any order and payment method that you place. You will be asked for updated age verification information at any time. Your information will be subjected to electronic AGE VERIFICATION for the legal age within in your zip code address. Remember, we do not share your information with any third party. Back to the top
How can I place my order?
There a couple of different ways to order. You are welcome to shop on our website 365 days of the year. SCO phone line is opened from 10 AM – 2 PM Monday thru Friday for any phone orders or assistance you may need. SCO is closed on Saturday and Sunday. We can take your order over the phone by calling our toll free number 716.945.5955. When you create an account online, our online system will remember you when you return and when you log in. We are closed on major holidays. Back to the top
Why are first time customer's orders held?
In order to protect all parties involved, your first order is held until the payment is cleared and your I.D. is verified. Do to fraud and under age sales. There are NO exceptions. Fraud is a serious offense. Selling to minors is a serious offense. If you have any further questions about this, please feel free to contact us. Back to the top
How fresh are your tobacco products?
We receive new stock daily. We do not have inventory or a warehouse. We guarantee that the products we sell are the freshest available. If you receive a product that is not fresh please let us know and we will promptly replace it. Back to the top
What if I have a problem with my order?
In the event that you have a problem with your order, please email us immediately at cs@salamancaoutlet.com or call us Monday-Friday 10am-2pm ET at 1.716.945.5955. All shortages must be reported within 24hrs of delivery. Please keep all packaging material in case you need to return any product back to us. If you receive an incorrect item due to a mistake on our part, please call or email us immediately and we will gladly replace the wrong item with the correct item and ship the correct order back to you at our cost. If there was a mistake on your part you can ship the incorrect merchandise back to us at your expense. If you decide that after you receive your order you do not want an item(s) just return the "unopened" carton(s) back to us and we will refund your money. Shipping fees cannot be refunded. Refunds take up to 10 business days to process. All returns must be made within 7 days of receiving your purchase. Back to the top
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