Q: How old do I have to be to purchase?
A: That will vary depending where the package is shipping to. All parties listed on the order (billing/shipping/cardholder) must be of legal tobacco smoking age in their city to purchase.
We use public record searches to verify each person listed on an order is of age in their area. If we are unable to verify your age from our end, we will contact you requesting age verification.
Q: How do I verify my age?
A:Simple! Just follow these steps. (link to: https://www.hookahcompany.com/hookahblog/how-to-easily-verify-your-age-permanently)
Q: Can I ship my order as a gift?
A: You certainly can! That being said, do to us being required by law to age verify it may be easier to send the gift to yourself. Particularly if it is meant to be a surprise.
Q: What payment methods do you accept?
A: We accept payments through Visa, Mastercard, Discover, and American Express.
Q: Can I use PayPal or Venmo?
A: Unfortunately, not at the moment but we're hoping this will be an option in the near future.
Q: What is the "Mail Order" option at checkout?
A: Mail Order is an option for customers who wish to pay by bank transfer. You will not be asked for payment to create the order and your order will not be processed for shipping until you contact us.
Q: Do you price match competitors?
A: We absolutely do! Just keep in mind we do not consider all hookah websites as legitimate competitors and we may not be able to price match temporary sales or promotions. Price matching will be at the discretion of our customer service team.
Q: Do you offer wholesale pricing?
A: We do not as we are just a retail distributor. For wholesale inquiries, please contact Hookah Wholesalers.
Q: How fast will my order ship?
A: We ship packages out of Austin, Texas. Typically, we try to get all orders shipped with 1 business day of you placing your order. Potential delays include but are not limited to holidays, inclement weather, and any required verification of the order. For travel times please see our Shipping Information page.
Q: What if I receive my order and it is wrong or damaged?
A: Hey, we’re human so mistakes do happen but the good news is that we’ll always work with you to resolve these issues. Please contact us immediately upon discovering the issue and, if possible, provide pictures of the damage/wrong item.
Q: How do I return my order?
A: As long as it is within 30 days of purchase you can send any UNUSED or unopened products back to us at:
3727 Drosset Drive
Austin, TX 78744
Please allow 3-5 business days for us to process that return but once we do we will reach out to you to see if you would prefer a return or exchange. Depending on the circumstances of the return you may be responsible for the return shipping.
Q: Will there be import taxes if I order from you?
A: Possibly. Each country has their own laws regarding importation. We ship under the assumption that you are aware of your own country’s import regulations and are responsible for them. To find out what these regulations may be, please contact your local customs or post office prior to purchasing.
Q: I was charged more than I am able to pay in import taxes. Can I return the package?
A: Certainly! Just have customs return the package to the sender. Once we receive it back to our warehouse we can issue a refund. Please keep in mind that we are not able to return the cost of shipping and returned packages will be subject to a 15% restocking fee as well
Q: Can I edit an order that has already been placed?
A: We may be able to edit your order prior to shipping. We ask that you call us immediately at (877) 638-4592 to see if that is an option.
Q: What do I need to do to cancel an order?
A: Just let us know as soon as possible and we can get your order canceled. However, if you package has already been shipped out you will be required to pay the original shipping fees associated with the order.
Q: What do you do with my information?
Email us other questions at [email protected]