You can contact our Customer Service at:

Phone: +39 0422 4476
Email: clienti@itagency.it

To get in touch with a specific department, please fill out the form at:

www.itagency.it/contatti

Customer Service hours:
Monday – Thursday: 8:30 – 12:30 and 14:00 – 17:00
Friday: 8:30 – 14:30

Returns are possible under the conditions set out in our warranty and returns policy, available at:

www.itagency.it/procedura-resi

We accept returns in the following cases:

• defective commercial products;
• damaged goods/packaging or partial delivery (by courier);
• non-compliant goods (by Itagency).

All detailed information, conditions and forms needed to submit a return request are available at:

www.itagency.it/mercenonconforme

You must report any of the following by using the dedicated form:

• defective commercial products;
• damaged goods/packaging or partial delivery;
• missing/non-compliant goods.

The issue must be reported within 5 days from delivery via:

www.itagency.it/mercenonconforme

For issues relating to e-cigarettes, pods and defective e-liquids reported by the end consumer, please use the form at:

www.itagency.it/moduloresi

Customer Service is always available at:
Phone: 0422 4476
Email: resi@itagency.it
Hours: Mon–Thu 8:30 – 12:30 and 14:00 – 17:00; Fri 8:30 – 14:30

We do not accept returns for unsold products.

You can read our return conditions at:
www.itagency.it/procedura-resi

Yes. Once the conditions are met, the retailer must replace the defective product for the end consumer.

The consumer is entitled to a 24-month warranty as provided by the Consumer Code. The point of sale is responsible for managing the defect report under the following conditions:

• check that the product is actually defective and within the warranty period;
• ask the customer for the purchase receipt;
• immediately replace the defective product;
• send a report via the appropriate channels.

Reporting channels:

• For defective commercial products (e.g. lighters, rolling papers, etc.):
  www.itagency.it/mercenonconforme
• For e-liquids and e-cigarette products:
  www.itagency.it/moduloresi

Once the point of sale has submitted and Itagency has verified the report, the replacement product will be shipped and included in a new order.

No. The end consumer must contact the tobacconist/retailer where the product was purchased. The point of sale will then handle the report towards Itagency following the correct procedure.

You can browse our catalogue and see all products at:

www.itagency.it/catalogo

The catalogue can be downloaded in PDF or ZIP format.

You can check product availability at any time on:

www.itaexpress.it

Alternatively, you can contact our Customer Service:

Phone: 0422 4476
Email: clienti@itagency.it
Hours: Mon–Thu 8:30 – 12:30 and 14:00 – 17:00; Fri 8:30 – 14:30

First, you need to register on our website by filling out the form at:

Itaexpress registration

Registration is not mandatory, but highly recommended. Through our portal you can:

• place online orders;
• view your order history and invoices;
• check payment due dates;
• monitor voucher balances and more.

The online portal is available 24 hours a day, 7 days a week.

Support follows office hours: Monday to Thursday 8:30–17:00, Friday 8:30–14:30.

You can find all instructions on how to place an order at:

How to order on Itaexpress

A short video guide is also available:

YouTube video guide

Customers holding a ministerial authorization for the purchase and sale of tobacco products can buy:

• all cigars distributed from our tax warehouse;
• premium cigars requiring a humidor (Davidoff, Plasencia, La Aurora, etc.);
• the full CTS cigar assortment.

You can purchase:

• commercial products (lighters, playing cards, sunglasses, rolling papers, etc.);
• e-cigarettes and e-liquids;
• premium cigars from our tax warehouse.

Some products can only be purchased by customers with a ministerial authorization for the purchase and sale of tobacco products.

Yes, the portal is constantly and promptly updated in case of price changes.

At the moment, the available payment methods on our portal are:

• Cash on delivery;
• Usual Payment (agreed with your area agent, e.g. SDD).

We accept the following payment methods on the portal:

• Cash on delivery;
• Bank transfer in advance;
• Usual Payment (postal bulletin or SDD previously agreed with your area agent).

After logging in, go to “My Area” at the top of the site. There you can access your invoice history and download invoices in PDF format for up to the last two years.

Our commercial strategy is available at:

www.itaexpress.it/strategia-commerciale

The prices displayed are list prices excluding VAT, consumption taxes and discounts. These will be applied at checkout.

Consumption taxes are shown on each product sheet, next to the list price.

All prices shown on the product sheet are excluding VAT.
VAT is calculated at checkout.

Yes. Once your order has been received and processed, you will receive an email with:

• a copy of your invoice;
• the shipment tracking number.

By clicking the link, you can access the courier’s website and track the shipment status.

Registration requires verification of the data provided. After submitting your request, it may take up to 24–48 hours to receive an email with the link to create your password.

You must notify us of the change of ownership by writing to: info.itaexpress@itagency.it

Then, you must submit a new registration request indicating the new company name and VAT number.

Your username/login is always the email address you used when registering.

If you don’t remember which email you used, please write to: info.itaexpress@itagency.it

Simply click “Change password” on the login page and follow the instructions.

Access issues may have different causes, such as:

• temporary connection problems;
• incorrect login details;
• technical issues.

We recommend you to:

• check that your internet connection is stable;
• type your email and password manually (avoid copy/paste);
• if you just changed your password, clear your browser history and cookies.

If the issue persists, please contact Customer Service so we can investigate further.

You can place an order through the following official channels:

• Field agents – book a visit from your area agent at: www.itagency.it/agenti
• E-commerce website – www.itaexpress.it
• Call center – place an order by phone at 0422 4476.

Yes, you can place orders via our Sales Office by calling 0422 4476.

You can purchase almost all products in our catalogue by phone:

• commercial products (lighters, playing cards, sunglasses, rolling papers, etc.);
• e-cigarettes and e-liquids;
• premium cigars from our tax warehouse.

Some products are only available to customers with a ministerial authorization for the purchase and sale of tobacco products.

Yes. After your order has been received and processed, you will receive an email with:

• a copy of the invoice;
• the shipment tracking number.

With this link you can access the courier’s website and track your shipment.

General: there is no minimum order amount.

E-cigarettes and pods:

There is no minimum order amount, but a €5.00 shipping fee is applied to orders under €100.00 (excluding VAT and excise duties).

Cigars:

The minimum order for cigars from our tax warehouse is €80.00.

General:

You can add items to an existing order provided it has not yet been invoiced. We recommend sending such requests via agent/email/ticket/phone.

E-cigarettes and pods:

You can add to an order if it has not yet been invoiced. Requests must be sent to your area agent.

Cigars:

You can add to an order only if the request is received by 9:00 a.m. of the day after an order placed after 4:00 p.m.

The first order must be paid by cash on delivery; the payment method can be changed for future orders.

Our yearly sales campaign offers special deals for new customers on specific products.

General:

A €5.00 shipping fee is applied to each order.

Orders over €100.00 are eligible for a €5.00 voucher to be used on a future order.

E-cigarettes and pods:

Shipping costs are not charged when:

• the customer is in the PREMIUM tier;
• the total of orders placed the same day reaches €100.00.

Cigars:

No shipping costs are charged to the customer.

Yes, we deliver throughout Italy.

Yes, you can specify your preferred delivery date when placing the order.

It is also possible to request delivery by appointment, which will be managed by the courier. A valid phone number is essential so that the courier can contact you.

Delivery times depend on the courier.

If the courier cannot deliver the parcel, it will be put in storage (held at depot).
Please ensure you provide a valid phone number so that the courier can reschedule delivery.

Yes. The shipment tracking link is sent by email. You can monitor the status directly on the courier’s website.

General:

Orders are handed over to the courier on the day after they are received (through agent, e-commerce or telesales). Standard national delivery times then apply. For islands, please allow an additional 1–2 days.

E-cigarettes and pods:

The same timing applies: orders are handed over the day after they are received, with 1–2 extra days for islands.

Cigars:

Orders are processed on the same day they are received. Standard national delivery times apply, plus 1–2 extra days for islands.

Only customers holding a ministerial authorization for the purchase and sale of tobacco products can buy cigars from our tax warehouse.

This includes premium cigars that require a humidor (Davidoff, Plasencia, La Aurora, etc.) and the full CTS cigar range.

Yes. In January of the following year, we automatically send a summary by email.

You can report cigar defects by:

• filling in the form at www.itagency.it/mercenonconforme
• contacting your area agent;
• contacting Customer Service at 0422 4476.

Cigars may only be returned once you have requested and obtained authorization from your local ADM office.

Without such authorization, returns of cigars are not allowed.

You can apply directly in the “Work with us” section of our website:

www.itagency.it/lavora-con-noi

There you will find all open positions, both at our headquarters and as a field agent. Please send your CV and a cover letter.

Job openings are listed in the “Work with us” section of our website:

www.itagency.it/lavora-con-noi

Each listing contains details about the role and requirements.

Yes. If there are no positions matching your profile at the moment, you can still send a speculative application through:

www.itagency.it/lavora-con-noi

Your CV will be considered for future opportunities.

We will contact you only if your profile matches our current needs.

Yes. We constantly evaluate young talents who are interested in internship opportunities.

To apply, send your CV and specify your interest in an internship via:

www.itagency.it/lavora-con-noi

Please contact Customer Service at:

Phone: 0422 4476
Email: resi@itagency.it
Hours: Mon–Thu 8:30 – 12:30 and 14:00 – 17:00; Fri 8:30 – 14:30

No, by law tobacco products can only be purchased by tobacconists.

In this case you must:

• contact Logista within 24 hours of delivery; and
• contact your tobacco agent.

Returns are only allowed if the tobacco is spoiled (e.g. insects, mould). Please contact your tobacco agent.

You can verify product codes via:

• Logista portal (codes always updated);
• ADM (Monopoly) website;
• our catalogue: www.itagency.it/catalogo
• your reference tobacco agent.

Customers holding a ministerial authorization can purchase all cigars we distribute from our tax warehouse, including premium cigars (Davidoff, Plasencia, La Aurora, etc.) and the full CTS cigar range.

Displays and promotional materials are linked to specific promotional activities.

Any request for additional or new materials must be made through your area agent, who will check availability and, if possible, include them in the next order.

Yes. You can request customized products through your area agent, who will check feasibility and evaluate production.

Some brands we represent allow customization of specific visibility materials (e.g. shop windows, displays), while others provide standard materials ready for customization (posters, product menus, window stickers, etc.).

There are also products that can be personalized without special constraints. For more details, visit:

www.myclipper.it

For other items (cigar cases, humidors, matches, lighters, tobacco pouches, ashtrays, etc.), minimum quantities are required for customized production.

Contacts:

Phone: 0422 4476
Email: clienti@itagency.it

At the moment this service is not available.

You can browse our catalogue here:

www.itagency.it/catalogo

Downloads are available in PDF or ZIP formats.

You can download the SDD mandate form at:

SDD mandate – Itagency

The form must be filled out, signed and sent in PDF format to: inviosdd@itagency.it

The active IBANs are:

• UNICREDIT – IT 81 J 02008 12012 000013510515
• MONTE DEI PASCHI DI SIENA – IT 18 D 01030 61530 000000444967
• BANCA POPOLARE DELL'ALTO ADIGE – VOLKSBANK – IT 72 C 05856 12001 137571236135
• BANCA INTESA – IT 86 Y 03069 12080 100000013106

These IBANs are also shown on invoices, at the top left near the header.
More details at: www.itaexpress.it/metodi-di-pagamento

We accept the following payment methods:

• SDD (SEPA Direct Debit);
• bank cheque;
• postal bulletin;
• cash on delivery;
• cash.

Cheques must be made payable to ITAGENCY SRL.
If the payee is incorrect, the cheque will be returned for correction.

Any unpaid amounts are communicated both to the customer and the agent. You can also check your payment status on:

www.itaexpress.it (after registering).

For unpaid SDD charges, you can settle by bank transfer.

For unpaid cheques, you must promptly contact your bank to ensure coverage for the issued cheque.

For Tecno vending machines, please see:

www.itagency.it/tecno-distributori

Contacts:

Phone: +39 0422 447 760 r.a.
Fax: +39 0422 447 775

Office hours:
Monday – Thursday: 8:30 – 12:30 and 13:00 – 17:00
Friday: 8:30 – 14:30

For contracts already signed:

contact BCC directly at: istruttoria@adriafin.it

For orders in progress or leasing applications being processed:

write to: leasing@itagency.it

Please contact Tecnodistributors:

Phone: 0422 447760
Email: assistenzatecno@itagency.it

Service hours:
Monday to Saturday: 8:30 – 12:00 and 14:00 – 19:00
Saturday: 9:00 – 12:00 and 14:00 – 18:00

A WhatsApp chat is also available at: 346 0846993

The payment (20% deposit or full balance) must be received before installation.

Please make a bank transfer to:

Account holder: Itagency Srl
Bank: BANCA POPOLARE DI VERONA
IBAN: IT86H0503412000000000009171

For assistance regarding the Industry 4.0 practice, please write to: leasing@itagency.it

The list of required documents is available via the link provided in our communications. Alternatively, you can request full details by writing to: leasing@itagency.it

Yes, our vending machines qualify for the Industry 4.0 tax credit on capital goods.

After installation, you will receive a copy of the invoice and the 4.0 certification. These documents must be sent to your accountant to complete the practice.

Mandatory requirements fulfilled:

• O1. Control via CNC and/or PLC;
• O2. Interconnection with factory IT systems with remote program/parameter loading;
• O3. Automated integration with the logistic system or supply chain / other machines;
• O4. Simple and intuitive human–machine interface;
• O5. Compliance with the latest safety, health and workplace hygiene standards.

Additional requirements fulfilled (at least 2 of 3):

• U1. Remote maintenance, remote diagnostics and/or remote control systems;
• U2. Continuous monitoring of working conditions and process parameters through sensors, with adaptive capability.

For goods with a value below €300,000, the law allows the entrepreneur to self-certify that the asset is properly interconnected.

The Industry 4.0 practice must be submitted by the customer’s accountant.

The following must be submitted via the GSE portal:

1. Preliminary communication – when the order is signed.
2. Communication of the deposit – confirming the 20% deposit or leasing contract.
3. Final communication – once installation is completed.

For leasing payments, a deposit is not strictly required; the deposit condition is considered fulfilled with:

• leasing contract signing; or
• purchase order signed by the leasing company.

GSE portal: auth.gse.it

Our vending machines fall under Section A, point 1, code 1.12 – Automated warehouses interconnected with factory management systems.