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Returns and Exchanges

Know the rules before returning or exchanging your order.

SouthSmoke.com offers a quick and easy online interface to assist in filing your damaged package claim. While we regret to hear that the order you received contained damaged Hookah products, rest assured that we understand your disappointment and the inconvenience that was caused due to the shipping carriers mislandling of your package and are here to assist you through this step by step process. Our goal is to make sure you are completely satisfied and to resolve this claim in a timely manner.

In order to proceed with filing a damaged package cargo claim with SouthSmoke.com, please follow the step by step procedures below only if you meet the following requirements:

Damaged merchandise must be reported within 7 business days from the time of delivery.
You must be the person listed on the original order that either purchased or received merchandise provided by SouthSmoke.com.
The damaged merchandise, original package padding and the outer box must still be in the possession of the recipient of the merchandise provided by SouthSmoke.com.

Please login and access the My Account section at SouthSmoke.com and click on "View My Orders" to access the list of orders that you have placed with our company.
Scroll to the specific order in question and click on the "RMA Tools" link to file an RMA request with SouthSmoke.com.
Complete the RMA form for the specific order in question and click on the Submit button to file the RMA request with SouthSmoke.com.
SouthSmoke.com will file a cargo claim on your behalf with the shipping carrier to try and resolve this inquiry in a timely manner.
SouthSmoke.com may require that you submit photographs or other documentation of the damaged merchandise being reported. If so, you will be notified via email and will be required to submit this information for further assistance with your claim.
The shipping carrier may request to pickup and inspect the merchandise that you are reporting received as damaged. SouthSmoke.com will notify you via email or telephone within 24 hours from the time your cargo claim is filed with our company. If the carrier does not need to inspect the merchandise being reported as damaged, your cargo claim will automatically be approved by the shipping carrier within 12 to 24 hours.
Once your claim is approved, SouthSmoke.com will issue a replacement shipment to the shipping address as listed on the original order request.


Please make sure to keep all damaged contents, along with the original packaging materials, until you receive a replacement shipment from SouthSmoke.com.
Once you receive a replacement shipment from our company, you may then safely discard of the damaged contents.
In the event that we require additional information, a SouthSmoke.com representative will either contact you via email or telephone.
Typically, damage claims are resolved within 12 to 24 hours from the time you properly file and complete this cargo claim with SouthSmoke.com.
Your patience and cooperation is greatly appreciated while we assist in resolving this inquiry to your satisfaction.