Ordering

NOTICE: You must be 18 years of age or older to purchase our products.

In an effort to combat credit card fraud and to prevent the purchases of our products by minors, Hookah-Shisha.com reserves the right to request additional verification before an order is processed and shipped. We only ask for this information to verify the identity of the credit card holder and said information is not shared with outside parties.

Return Policy

Hookah-Shisha.com wants you to be 100% satisfied with your order. You may return all unused items purchased at Hookah-Shisha.com within 30 days of the original delivery for a 100% refund (less shipping costs). Items (including freebies) left out of the returned package will be deducted from the refund at full retail value. For domestic returns, we do not charge a restocking fee, however "refused" international orders are subject to a 15% restocking fee. Please be sure to carefully read the instructions below on how to return/exchange an item. We will replace or exchange defective or broken items free of charge within the limitations of the 30 day time period and the unused condition of the returned items. For returns/exchanges other than broken or defective items, the customer maintains responsibility for the return shipping amount.

Due to certain liabilities and legal regulations, any used items (i.e. used Hookah pipes, used Hookah hoses, or any other used accessory) or 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. All resent items will be shipped by UPS ground domestically. All returns must be returned with an approved RMA (Return Merchandise Authorization) and are thoroughly inspected once we receive them before a credit is issued.

HOW TO RETURN/EXCHANGE AN ITEM:

All returns/exchanges require an approved RMA (Return Merchandise Authorization) number. RMA requests can be submitted online, or you may call us toll free and request an RMA by phone.

To submit an RMA Online:

1. Login to your account (log in page) and click on “View Previous orders”
2. Click on “Order Details” under the order you wish to return
3. Scroll down to the bottom and click on “Request a Return Authorization (RMA)”
4. Select the items you wish to return and the reason you wish to return them (i.e. “The replacement base I ordered did not fit my hookah, I would like to try the small base”). Click “continue.”

You will receive an email within 24-48 hours with detailed return instructions. Please contact us by email or by phone if you do not receive an RMA email within 1-2 days, or need a rush to be placed on any replacement parts.

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. We’ll notify you via e-mail once your refund has been processed. Feel free to contact us regarding the status of your return.

Shipping

All orders are packaged up with the proper and discreet packaging materials so orders arrive in perfect condition. Domestic orders usually ship out within 1-2 business days.

Please allow 2-3 full business days for international orders to be shipped out

Domestic Orders (United States)

Shipping F.A.Q.

What should I expect when I place my order?

What if something arrives broken or defective?

What if something is wrong with my order?

Canadian Orders

Tobacco duties are due to the Canadian Government and there is very little we can do about it. 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.