Hookah Love Blog

Hookah knowledge, hookah debate, hookah fun
04 Apr

Frequently Asked Questions


What can I expect when I place my order? Do you guys follow up with receipts or tracking numbers?

You will receive one email from us when you place your order which will contain your order confirmation. We will also send a second email with a tracking number as soon as your order ships out. If you have placed an order and have not received any of the two of these emails, please contact us so we can look into your order and make sure it’s processed as quickly and efficiently as possible.We strive to process and ship all orders within 24 hours of the time they are placed. Please note that your tracking number may not be immediately active when you first receive it.To track an order you can track packages through your Hookah-Shisha.com account by clicking through this progression: “My Account” > “View Previous Orders” > “Order Details” > click the (red) tracking # found at the bottom (for UPS orders), and if the order was shipped via USPS, then you may cut and paste the tracking # listed on that order invoice to the USPS.com (and/or CanadaPost.com) websites. (note: if your order has not shipped yet then you will NOT see that tracking # show up on that screen.)

When will my order arrive?

Orders typically ship out 1-2 business days after they have been placed and entered our system. Depending on the shipping method chosen and the destination, it can take anywhere from 1-5 additional business days for domestic shipments to be completed. International shipments can take anywhere from 1-2 weeks, depending on the customs process in your particular country.Please note that Express International shipping does NOT bypass the customs screening process, but it will expedite the amount of time it takes to reach your country.

How do I verify my age?

The easiest way to verify your age would be for you to snap a photo of yourself holding your government issued ID and send that over to orderverification@hookah-shisha.com. Once we age verify your account, you will be permanently verified on our website, so you will not be required to go through the age verification process every time you order.

Do you guys have discreet shipping?

We strive to ship our packages as discreetly as possible. Your order will be shipped in a plain brown box and the shipping label will read as “Romman Inc”, but at this time we do not have any methods to ship our packages any more discreetly than that.

Do you accept any forms of payment other than Credit Card and Money Order?

Currently, we do accept personal checks. You must include a printed copy of your order invoice, write the order (or invoice) number on the check, and include a copy of a government-issued photo ID card which displays your birth date. We do not accept PayPal at this time due to restrictions Paypal has with working with Tobacco retail stores.

I’m worried my order will break in transit, how do you package your hookah pipes?

We take great care to ensure your order arrives in perfect condition – 99% of our orders arrive on time and undamaged. Hookah bases and tobacco bowls are wrapped in bubble wrap and the entire order is surrounded by Styrofoam peanut packaging.Even with the great care we take to ensure safe travel to you, it’s always possible damage may occur in shipping. For this reason, all of our shipments are fully insured and we will replace any products that arrive damaged or broken. If an item does arrive damaged, please follow the steps listed below.

What do I do if an order arrives damaged, or breaks upon setup?

Despite the attention and care we devote to hand-packing each individual order, unforeseen circumstances while an order is in transit can damage the package contents. If something arrives damaged, follow these steps to ensure the fastest and most thorough possible service:
1. Take pictures of the damaged item(s) with a digital camera or camera-phone for documentation (this also helps us when filing a damage claim with the shipping carrier.)2. Attach the digital pictures to an email.3. Include a description of the problem in the email along with the order number (or invoice number) and the address to ship replacement parts to.4. Send the email to info@hookah-shisha.com. After we receive the email, we’ll reply back quickly to notify you of the actions we take or to request additional information.

What if something is wrong with my order?

We strive for the highest level of accuracy in order fulfillment. Our orders are triple checked to ensure they leave in perfect order, but occasionally mistakes are made. We will be happy to correct any mistake we make and we ask that you contact us immediately upon discovery of any errors.

What’s the deal with shipping quick-light coals?

For a detailed explanation of our policies regarding quick-light hookah coals, see our Quick Light Coal Shipping guide.

My e-hookah isn’t working

If you’ve just received the e-hookah and it is not working out of the box, try pressing the button 5 times in rapid succession to activate the battery. 10 clicks will reset the battery. If you’ve tried activating the battery using this method, please give us a call or chat in for further assistance.If you’re having trouble with your eGo-T-style e-cig battery, look here for help.

Where are you guys located, can I come and shop in person?

All orders are shipped from our warehouse in Austin, Texas (See our UPS time in transit map), the Live Music and Hookah capital of the United States. Unfortunately, we do not have a customer reception area in our warehouse.

What if my credit card is declined?

Sometimes, your bank will put a hold on orders from us because we sell age-restricted materials. Follow these few easy steps to clear the charge, and your order will be on its way!

How do I change my order after I submitted my purchase?

The most efficient way to have an order change made is simply to call or chat in to the site if during normal business hours. If not, an email will be fine, but it is best to call first thing in the morning so that we can catch whatever change needs to be made before an order ships out.

Is it possible to run this transaction as Debit vs. Credit?

As long as your debit card can be processed as a credit card, it can be processed on our website. There will be no place to enter your PIN number however. If you have further questions, it would be best to contact your bank regarding how your card can be processed.

How do I apply a coupon code?

During checkout, on the same page that you will enter your date of birth, there is a discount code box. You must enter the code into that box and click “apply” before continuing to the next page for the code to take effect.

How do I cancel my order?/How long til my money is available to me again?

You may call, chat in, or email to cancel an order. Once a payment has been voided it will typically take 2-3 business days for the pending transaction to drop off of your account.

Can I change/edit my order after it has been placed?

Absolutely! As long as your order has not shipped out yet, we’re happy to make any edits that your heart desires! Any orders that have left the building already will NOT be able to be edited. It is best to call or chat in immediately when you’d like to make and addition or change so that this is taken care of in a timely manner and no delays are caused. If an order is already being worked on in the warehouse or is already packed and on a pallet, it can sometimes take quite a bit of time and on occasion delay the shipment if we have to track it down and unpack/repack the order.

Please do not place an additional order with the items you would like to add. If we do not notice that order before the first order ships out they will not be combined and you’ll be paying extra for shipping, and we REALLY don’t want you doing that! Placing extra orders to be combined can also sometimes cause delays.

How long until your OOS is back in stock?

This varies by item. Many of our items are handmade and imported from overseas so sometimes it is tough to say. It is best to click the “notify me when back in stock” button on the product page to sign up for an email update when that is back in stock.

Do you do price matching?

We do! If you are wanting to price match, you can simply chat in using the Live Help option on the website. Please provide us to a link of the website you are wanting us to price match and we will take a look and see what we can do for you. Please note that will not be able to match another website’s sales price or wholesale pricing.

How to order when using a pre-paid card.

When placing an order using a pre-paid card, you will enter that 16 digit number the same as you would a credit card number, and you will need to select “Credit Card” as your payment method. It is important that you hold on to that card after placing your order, as any potential refunds will go to back to the gift card. If you place an order using a prepaid card and cancel before that ships, we will void the transaction and you will just need to call the phone number on the card to request that your balance be replenished. Refunds on prepaid cards can take up to 1-2 weeks.

My order is stuck in customs, what do I do?

If your order is stuck in customs, they are most likely just waiting on you to pay duties/taxes. The easiest way to figure that out is to contact your customs office with the tracking number to inquire. If you are unable to pay the taxes you may “refuse” the package and have it sent back to us. Once it arrives back at our warehouse you will be refunded everything, minus the cost of shipping and a 15% restocking fee.

 

3 Responses to “Frequently Asked Questions”

  1. 1
    Dakota Says:

    I don’t know how I missed this page! This is incredible– so much information! Thank you guys :D

  2. 2
    taylor Says:

    I placed an order with an email that i didnt realize i forgot my password to, how do i reset it so i can get a new email of my tracking number ??

  3. 3
    Katie Says:

    Hi Taylor, just contact our customer service center and they can take care of that for you. info@hookah-shisha.com

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