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  • Q: I don't have a promotional code. How do I get one?
    A: Participating retailers may give you a printed piece of communication, such as a flier or postcard, containing a promotional code when you purchase Marlboro tobacco brands. Philip Morris USA may also send you mail, if you are on the Marlboro mailing list, with a promotional code. You are not required to have a promotional code to register for this website.
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  • Q: I moved. How do I change my mailing address?
    A: Once you sign in to the Marlboro.com website, you can click the My Marlboro tab on the right-hand side of the screen to view your contact information. From that screen, click the Edit Info button to edit your address. Or call 1–800–898–2888, 9:00 am to 10:00 pm ET, Monday through Friday; and 9:00 am to 5:00 pm ET, Saturday and Sunday, excluding holidays for assistance.
  • Q: My name has changed. How do I change it online?
    A: Once you sign in to the Marlboro.com website, you can click the My Marlboro tab at the top left of the screen to navigate to Contact Information. From here you can edit your name or address.
  • Q: How do I change my Password?
    A: Once you sign in to the Marlboro.com website, you can click the My Marlboro tab on the right-hand side of the screen.
  • Q: I lost my Customer Number. Where can I get it?
    A: We include your unique 9–digit Customer Number on all mailings we send you through the U.S. Mail. Your Customer Number is digits 7–15 of the 16 digits appearing above your name. If you misplaced your number, contact us at 1–800–898–2888, 9:00 am to 10:00 pm ET, Monday through Friday; and 9:00 am to 5:00 pm ET, Saturday and Sunday, excluding holidays for assistance.
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  • Q: How long will it be before my prize, gift or offer (including coupons) is shipped?
    A: Although items may ship sooner, please allow 10-14 weeks from the date you requested an item or were selected as a winner. For coupon offers, please allow 2-4 weeks.
  • Q: Where will the item be shipped?
    A: Your item will be shipped to the address we have on record. To view or update your address, go to My Profile in the My Marlboro section at Marlboro.com. For more information, or to confirm or change your mailing address, call 1-800-898-2888 Monday through Friday from 9:00 a.m. to 10:00 p.m. ET and on Saturday and Sunday from 9:00 a.m. to 5:00 p.m. ET, excluding holidays, for assistance.
  • Q: What if I've moved and forgot to update my contact information?
    A: Items will be sent to the address we have on record, so to view or update your address, go to My Profile in the My Marlboro section at Marlboro.com.

    If you've already received a Shipment Confirmation Email stating that your item has shipped, please call 1-800-898-2888, 9:00 a.m. to 10:00 p.m. ET, Monday through Friday and 9:00 a.m. to 5:00 p.m. ET, Saturday and Sunday, excluding holidays, for assistance.
  • Q: Can I change my mailing address online?
    A: Yes. Once you sign in to the Marlboro.com website, go to My Profile in the My Marlboro section located on the right-hand side of the screen to view or update your contact information. Click the Edit Info button to edit your address. Or call 1-800-898-2888, 9:00 a.m. to 10:00 p.m. ET, Monday through Friday and 9:00 a.m. to 5:00 p.m. ET, Saturday and Sunday, excluding holidays, for assistance.
  • Q: How will my item be shipped?
    A: Some items will be shipped via UPS, signature required, to the address we have on record. Although items may ship sooner, please allow 10-14 weeks from the date you requested an item or were selected as a winner. For coupon offers, please allow 2-4 weeks. Items are shipped to the address we have on record. To view or update your address, go to My Profile in the My Marlboro section at Marlboro.com.

    If you still have questions about your item, contact us at 1-800-898-2888 Monday through Friday from 9:00 a.m. to 10:00 p.m. ET and on Saturday and Sunday from 9:00 a.m. to 5:00 p.m. ET, excluding holidays, for assistance.
  • Q: I received my item, but it's in poor condition What should I do?
    A: Please call 1-800-898-2888, 9:00 a.m. to 10:00 p.m. ET, Monday through Friday and 9:00 a.m. to 5:00 p.m. ET, Saturday and Sunday, excluding holidays, for assistance.
  • Q: I received my item, but something was missing. What should I do?
    A: Please call 1-800-898-2888, 9:00 a.m. to 10:00 p.m. ET, Monday through Friday and 9:00 a.m. to 5:00 p.m. ET, Saturday and Sunday, excluding holidays, for assistance.
  • Q: The wrong item was sent. What should I do?
    A: Please call 1-800-898-2888, 9:00 a.m. to 10:00 p.m. ET, Monday through Friday and 9:00 a.m. to 5:00 p.m. ET, Saturday and Sunday, excluding holidays, for assistance.
  • Q: I never received my item. What should I do?
    A: Although items may ship sooner, please allow 10-14 weeks from the date you requested an item or were selected as a winner. For coupon offers, allow 2-4 weeks. If you believe there might be a problem with your order, please call 1-800-898-2888, 9:00 a.m. to 10:00 p.m. ET, Monday through Friday and 9:00 a.m. to 5:00 p.m. ET, Saturday and Sunday, excluding holidays, for assistance.
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  • For consumer inquiries, please contact: Phone:

    1-800-898-2888
    Monday-Friday, 9 a.m.-10 p.m. ET
    Saturday and Sunday, 9a.m.- 5p.m. ET
    Closed on Holidays
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