Monthly Hookah Giveaway

Hookah-Shisha.com Ordering Information


Welcome to our ordering info page, where you can find any information you may need regarding ordering with hookah-shisha.com. For more information, please click the blue boxes below to expand each section. If you have further questions about ordering, please contact us via Live Chat or call us up at (866) 466-5247.

Shipping Information

We ship out of Austin, Texas. All orders are packaged discreetly with the packaging materials necessary to ensure that everything arrives in pristine condition. Our goal is to ship your order within 1 business day of the time the order was placed, if not quicker. Delays include, but are not limited to holidays, inclement weather, and resolution of any verification of the order.

Domestic Shipping Methods

UPS is the recommended shipping method for domestic shipments within the 48 lower states. Please keep in mind that UPS will not ship to a P.O. Box or an APO address. Special handling requests (ex. "leave package behind gate" or "draw box art") can be left in the "Customer Comments" section during the checkout process
  • UPS Ground - This is the most basic shipping method we offer for domestic shipping. Lead time is 1-5 business days depending on your shipping destination.
  • UPS 3-Day Select - Guaranteed 3 business day lead time from the time the order ships out.
  • UPS Second Day Air - Guaranteed 2 business day lead time from the time the order ships out.
  • UPS Next Day Air Saver - Guaranteed next day shipping from the time the order ships out.
  • USPS Priority - Estimated 3-5 business days lead time from the time the order ships out. USPS should be used to ship to a P.O. Box.
  • USPS Express - Typically next business day delivery to most U.S. addresses and P.O. Boxes.

International Shipping Methods

Orders are billed in U.S. 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 strongly advise you to contact your local customs agency for duty information and be prepared to pay any duty fees required by your government.It is the sole responsibility of the customer to ensure that the importation of shisha tobacco and/or hookah products is permissible by law within their country of origin. Refused international orders are subject to a 15% restocking fee upon return to our warehouse.International shipping lead times are merely estimates and your package may arrive sooner or slower depending on the efficiency of your country's post office and time to process shipments through customs. International order shipping estimates do not include customs clearance times.
  • Priority Mail International - This is the most basic shipping method we offer for international shipping. Lead time is 6-10 business days to most major markets.
  • Express Mail International - Estimated 3-5 business days lead time for international shipments.

General Ordering Info

How can I order from Hookah-Shisha?

  • Place your order right here on the website or call us to place it over the phone.
  • You must be of legal age to purchase tobacco products in your state to order from Hookah-Shisha.com.
  • All names and parties listed on any given order must complete the age verification process. This includes billing address, shipping address, and the name entered as the credit card holder.

How will I know that my order has been placed successfully?

  • When you confirm your payment successfully at the final step of checkout, our website will tell you if your card was 'Approved' for the order.
  • At that point, you should receive a confirmation email. If you do not see it in your Primary inbox, please check your Promotions folder and, lastly, your Spam folder.

When will my card be charged?

  • Your payment will not be processed until after the order ships from our warehouse.

Wait, if you don't charge my card until after shipping, why do I see a charge on my bank statement?

  • What you are seeing is not a charge, but a pre-authorization for the order total that can be voided at any time before shipping.
  • If we end up having to void a pre-authorization for your order, please note that it may take 3-5 days for that pending pre-authorization to disappear from your bank statement.

Why is there a "Mail Order" option during checkout?

  • Mail Orders are an option for customers who need to order via bank/wire transfer.
  • You will not be asked for payment when placing a mail order and your order will not be processed for shipping, nor will the products ordered be reserved, until you contact us to submit the payment of your choice.

Can I send an order as a gift?

  • The short answer is yes. We are still required by law to verify the age of the recipient before shipping, so we do recommend sending the gift to yourself if you do not wish to spoil the surprise.

How do I verify my age?

Do you match competitor's prices?

  • Yes! Please be prepared to send us a link to the competitor's product with which you would like us to price match.
  • Please note that we do not consider all hookah websites as legitimate competitors, and price matching will be permitted at the discretion of our customer service team.

Do you offer wholesale pricing?

  • No. We do not offer wholesale through our website.
  • For wholesale inquiries, please visit Hookah Wholesalers.

Return Policy

How do I return a damaged or defective item?

  • Any product issues must be reported to us within 30 days of receiving the order.
  • Anything you'd like to return must be returned unused. Anything you received sealed in packaging (shisha jars, coal packs, any packaging) may not be returned if the original seal has been broken.
  • If the item you ordered is damaged or defective when you open your package, it is possible we will not require a return. Your first step is to snap a photo of the items in question within 30 days and email the images to us at info@hookah-shisha.com with a short explanation of the issues at hand -- we'll take it from there.

What if the item is not damaged or defective and I just want to return it?

  • This is also an option. If you feel like the product you ordered was not up to your expectations, contact us within 30 days via phone, email or LiveChat with your order number to let us know you are planning on sending back product for a refund.
  • Refunds can be issued back to the card used to place the order, or in the form of Reward Points (store credit). Please note that credit card refunds can take up to 3-5 business days to be processed.
  • In most cases, you will be responsible for the return shipping costs. In some cases, however, we may be able to send a return shipping label.
  • International Customers - Due to the nature of international shipping, it is not possible for us to send a return shipping label for orders shipped outside of the United States. Please contact us via email at info@hookah-shisha.com or use our Live Chat function above to find a solution.

Please Address Returns to:

3729 Drossett Drive
Austin, Texas
78744

Back in Stock Notifications

The product I want to order is out of stock. Can you notify me as soon as it becomes available?

  • Yes! Unfortunately we are unable to offer any sort of pre-ordering from our website, but if you notice that something is out of stock, we can notify you when it's back!
  • To sign up for our back in stock notification for any out-of-stock product, simply go to the page of the product in question, click the "Notify Me When in Stock" button, and provide your valid email address.
  • As soon as that product re-stocks, we will send you an email letting you know.

International Customs

Does customs charge taxes to import tobacco into my country?

  • It is possible that customs may choose to inspect and apply customs fees to your order. This choice is made completely at their discretion.
  • You will be responsible for any additional customs fees applied to your import.
  • If fees are applied to your order, you may choose to refuse payment, at which point the order will be sent back to our warehouse. We can refund your payment once the package arrives back at our warehouse.
  • Packages that are refused at customs and returned to our warehouse will be subject to a 15% re-stocking fee.
  • It is highly recommended that you research and understand your country's tobacco importation laws and customs processes before placing an international order.

Payment Methods

What payment methods do you accept?

  • We accept payment via Visa, MasterCard, Discover, and American Express.
  • Paypal does not work with tobacco retailers, so we are unable to accept payment via Paypal under any circumstance.
  • To ensure that your order is processed for shipping as quickly as possible, please make sure that the billing address you provide us matches the billing address registered to your payment method.
  • For your protection, we implement thorough fraud screening safeguards. These are outlined in our Privacy Policy.

Coupon Codes

Can I stack coupon codes?

  • No, you are only able to apply one coupon code per order placed.

View & Manage Orders Online

Can I view my order online?

  • Yes! To view your current or previous order(s), login to your hookah-shisha account, and click View/Manage Orders. You will be able to view all your existing orders, past and present.

Cancelling & Editing Your Order

Can I edit my order after it has been placed?

  • We may be able to edit your order if it has not been packed or shipped yet. Call us immediately at (866) 466-5247 to inquire about changing your order.

What if I need to cancel my order?

  • We will take care of that for you. Please e-mail us, chat, or call in to have your order canceled.
  • Orders canceled after shipping will be required to pay the original shipping fees charged. You will be refunded for the product cost minus the shipping fees.

Customer Privacy

What will you do with my information?

  • Customer information is used strictly for internal marketing purposes and fulfilling your order in the most efficient way possible.
  • View our full Privacy Policy for more details.