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Hookah-Shisha.com Ordering Information

Ordering Information

Online Orders: You can order online using any major credit card (VISA, MasterCard, Discover, and American Express). We use an SSL (Secure Socket Layer) encryption on our site, which keeps your information safe and secure throughout the checkout process.

Paying With Gift Cards: If you are using a prepaid gift card, please be sure to register your billing information with the card. Usually there is a phone number or website listed on the back of the card.

Sending As A Gift: If you would like to send the order as a gift, please leave a note in the 'Customer Comments' field found on the first page of the checkout process (e.g. 'This is a birthday gift, please do not send invoice with the order') Please note: We will have to confirm the age of the recipient as well.

Ordering Via Telephone: If you are unable to access a computer, or would simply rather speak to a member of our world class customer service team while ordering, give us a call! Our phone number is 1-866-HOOKAHS (1-866-466-5247).

Mail Orders: If you do not have a credit card and would prefer to send us a money order or cashier's check, you can simply place your order as normal and select 'Mail Order' instead of 'Credit Card' in the payment method field. When using this option, you would just need to print your final invoice (including shipping costs) and mail payment to:

Hookah-Shisha
3729 Drossett Drive
Austin, TX 78744

Please make money orders or cashiers checks payable to 'Hookah-Shisha'. Include a copy of your driver's license or government issued identification for age verification purposes. As soon as we receive payment we will process and ship your order.

NOTICE: You must be of legal age to purchase tobacco products in your State to order from Hookah-Shisha.com.

Order Verification: In an effort to combat credit card fraud and to prevent the purchases of our products by minors, Hookah-Shisha reserves the right to request additional verification before an order is processed and shipped. Our verification processes serve only to confirm the identity of the credit card holder, and said information is not shared with any outside parties.

What happens if I cannot be verified by the Age Verification process?

Sometimes even adults may not be automatically verifiable due to limited availability of publicly available information contained within Age Verification databases. If this happens, we will attempt to contact you via phone and email in order to verify your age. To do this, we typically ask that you snap a quick photo holding a government issued ID and email that in to us so we can match that information to your account. Once an age has been confirmed with us one time, all future orders on that account would bypass our age verification process.

More Information On The Age Verification Process

Hookah-Shisha.com Return Policy

Hookah-Shisha.com wants you to be 100% satisfied with your order. You may return any unused items purchased at Hookah-Shisha.com to us within 30 days of the original purchase. Due to liabilities and legal regulations, any used items (i.e. used Hookah pipes, used Hookah hoses, or any other used accessory) including opened items (i.e. opened boxes, packaging, or jars of shisha tobacco, opened coal packs, or any item where the "seal" has been broken) are not returnable.

Below you will find the applicable information necessary to begin the return process with us.

How Do I Return An Item To Hookah-Shisha?

Domestic Returns

Please begin by contacting us with the original order number or invoice number of the item being returned including the reason for the item return. We will replace or exchange items that arrive defective or broken free of charge within the limitations of the 30 day time period and assuming the returned items are in unused condition. In the event of a return or exchange other than broken or defective items the customer maintains responsibility for the return shipping cost and will need to properly pack the item to ensure that it is returned to us without damage.

For domestic returns (returns coming from the U.S.) please allow 2-3 weeks for a returned item to be credited back to your account. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (3 to 5 business days). In many cases you will receive a refund much quicker, but please be aware that due to the nature of the Return Process the processing time can be difficult to estimate. However, we will work to complete this process for you as quickly as possible and notify you via e-mail once your refund has been processed.

Please feel free to contact us regarding the status of your return.

International Returns

Unfortunately due to the nature of international shipping we do not have the capability to provide international return shipping labels. However, if you receive a product that you would like to return to us unused then you would simply need to package the item properly to ensure that it is not damaged in transit and ship that back to us. Once the item has been received by Hookah-Shisha it would then be processed by our Returns Team and at that point we would be able to refund or credit you for the cost of that item and notify you via e-mail once that process is complete.

Please feel free to contact us regarding the status of your return.

Shipping Information

All orders are packaged discreetly with the proper packaging materials in order for them to arrive in pristine condition. Domestic and International orders should ship within 1-2 business days. Delays include but are not limited to Holidays, Inclement Weather, and resolution of any verification for the order.

**Once an Item leaves our warehouse we are not responsible for any lost or damaged items. We take excellent care to ensure your item is correctly packaged, however if any damage occurs due to the error of the shipping company in question, the damage is their responsibility. We are happy to assist you in starting a claim regarding lost or damaged items. **

Domestic Orders: In the checkout process you will be presented with shipping options from USPS, UPS, and SurePost. Shipping time will depend on your geographic distance from us and the method of shipment you choose. Please note that orders will be picked up at the end of the business day, the day that an order ships does not count as a "shipping day." All orders are shipped from Austin, Texas.

For orders shipping to P.O. Boxes, APO Addresses, and Non-Contiguous United States (Hawaii, Alaska, et al), USPS will need to be selected.

Special handling requests (e.g. "leave package behind gate", or box art) can be made in the "Customer Comments" section during the checkout process.

Below you can find a chart of delivery times for UPS. Please note that the quoted UPS transit times are in business days, and that UPS does not deliver on weekends unless an expedited Saturday delivery is specifically pre-arranged. If you have placed your order on a Thursday or Friday and require a Saturday delivery (either by UPS 2nd day air or UPS next day air) please contact us after your order has been placed to arrange for a Saturday delivery (an additional expedited shipping fee will be applied).

UPS Shipping Map

Canadian Orders: Canadian Customs will (in most cases) charge import duties on orders containing shisha tobacco. Please note that Hookah-Shisha is not responsible for these tax/duty assessments. Because duty rates fluctuate and vary from province to province, we advise that you contact your local customs office to get the most recent and up to date information regarding duties.

We are legally required to ship Canadian packages as commercial merchandise including a paper invoice listing the full retail value of the order. There are no exceptions. Any additional duties assessed on an order are the responsibility of the customer. Our advice is to be prepared to pay any duties if necessary. If you refuse to pay the duty fees, the order will be returned to us and subject to a 15% restocking fee. We will not be able to reimburse any shipping charges.

Please select USPS International as your shipping method. Priority International typically takes 7-10 business days to arrive. Express International typically will take 3-5 business days. Neither delivery time includes Customs processing.

International Shipping: We ship internationally to Central America, South America, Europe, Asia, and Australia. The shipping costs are based on your location, the total weight of your order, and your desired shipping method. Your shipping options will be provided to you during the checkout process. Currently, we only ship Internationally via USPS.

How much does it cost to ship to my country?

*** Orders are billed in US dollars.***

Please note that the Customs office of your country may impose additional duties on your order. Any additional duties assessed on an order are the responsibility of the customer. We advise you to contact your local customs agency for duty information, and to be prepared to pay the duties if necessary.

Note: It is the responsibility of the customer to ensure that the importation of shisha tobacco and/or hookah products is legal in their country. Refused international orders are subject to a 15% restocking fee upon return.

Please also note that international shipping times are merely estimates and your package may arrive sooner or slower depending on the efficiency of your country's post office and time spent in customs. International order shipping estimates do not include custom clearance times.

Regarding Electronic Compatibility: All electronic items are built to USA electronics specifications and may need additional modifications or converters in countries other than the USA and Canada.