ONLINE ORDERS. Orders can be placed online using a valid credit card (Visa, MasterCard, Discover, and American Express). We use an SSL (secure socket layer) encryption certificate from Verisign which is a highly sophisticated encryption software to ensure that your orders over the Internet are safe and secure.
For Gifts: Please make a comment 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 order").
TELEPHONE ORDERS Call us toll free at 1-866-HOOKAHS (1-866-466-5247) to place an order over the telephone.
CASHIERS CHECKS OR MONEY ORDERS Shop online and select "Mail Order" as your payment method. Print out your final invoice (including shipping costs) and mail payment to:
815A Brazos St #641
Austin, TX 78701
Please make money orders or cashiers checks payable to "Hookah-shisha." Please 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 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.
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.
ShippingAll 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)
All domestic orders within the continental United States are shipped via United Parcel Service (UPS). The shipping time is 1-5 business days depending on your geographic distance from us and the method of shipment you choose (see below UPS Ground map for estimated delivery times). Please note that because orders are 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 Alaska and Hawaii, we ship via United States Postal Service (USPS).
Special handling requests (e.g. “leave package behind gate”) can be made in the “customer comments” section during the checkout process.
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)
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 OrdersTobacco 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.
Note: "Refused" Canadian orders are subject to a 15% restocking fee.
During the checkout process you will be asked to select from the following shipping methods:
USPS Priority Mail International: this option usually takes 7-10 business days to arrive but may take longer due to processing at Customs. Tracking information will be provided to you once your order ships, and you can track you package at www.usps.com and www.canadapost.com once it has crossed the border.
USPS Express (EMS) International: this option usually takes 3-5 business days to arrive but may take longer due to processing at Customs. Tracking information will be provided to you once your order ships, and you can track your package at www.usps.com and www.canadapost.com after your package has crossed the border.
International Orders (Outside of North America)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. Please select "USPS" from the drop down menu on the "Select Shipping Method" page (UPS rates will not be returned for international orders).
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: Hookah-Shisha.com is not responsible for seized, confiscated, or purposefully destroyed packages by International Customs. 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. During the checkout process you will be asked to select from the following shipping methods:
USPS Priority Mail International: this option usually takes 2-3 weeks to arrive but may take longer due to processing at Customs. Tracking information will be provided to you once your order ships and you can track you package at www.usps.com.
USPS Express (EMS) International: this option usually takes 7-10 business days but may take longer due to processing at Customs. Tracking information will be provided to you once your order ships and you can track your package at www.usps.com