1. How do I check on the status of my order?
Option 1 - Shipping Status Email
You will receive a shipping confirmation email, complete with a link to check the status, when your order has been shipped from one of our facilities. Simply click on the provided link.
Option 2 - SouthSmoke.com Account
Login to the My Account section at SouthSmoke.com and click on Order Status/Tracking.
Option 3 - Contact SouthSmoke.com Customer Service
Email us using our Contact Us form and tell us you would like to check the status of your order. We will respond to your request via email within 48 hours from the time you submit your request.
2. How and when are confirmations sent out?
SouthSmoke.com order confirmations are sent to you automatically via e-mail. You will receive your order confirmation within minutes of placing your order. If you have not received your order confirmation within 24 hours of your order, please Contact Us or call us toll-free.
To order via telephone: 1.888.57.SMOKE (1.888.577.6653)
For Customer Service: 1.888.57.SMOKE (1.888.577.6653)
Direct Line For International Callers: 1.305.677.2485
For callers outside of the US and Canada, please call our Customer Service Center Monday-Friday 10:30 am - 6:30 pm EST.
Shipping Confirmations are automatically sent via e-mail once your order has been picked up from one of our facilities by the designated shipping carrier.
3. What kind of payment do you accept?
SouthSmoke.com accepts Visa, Mastercard, American Express, Discover card, Personal Checks/Money Orders, and Western Union Money Transfers. Personal Checks/Money Orders should Include: Item Total, applicable Sales Tax (FL and NC shipments only), and Shipping Charges. To pay using a Personal Check or Money Order, please contact our Customer Service Center Toll Free at 888.577.6653 to place your order via telephone.
If you still have questions about how to make a purchase at SouthSmoke.com, please contact us Toll-Free or send us an electronic inquiry via our Contact Us page.
4. Does SouthSmoke.com charge sales tax?
Sales tax is charged only on SouthSmoke.com orders which are billed to customers located within the states of Florida and North Carolina. Florida and North Carolina state law requires a sales tax on the merchandise total of your order.
5. Can I place an order for an item that is temporarily out of stock?
We do not currently have a backorder system in place at SouthSmoke.com; however, when a product is out of stock you may click on the "Notify Me When Stock Becomes Available" link and we will alert you when your selected product is in stock.
6. What if I'm having problems placing an online order?
We apologize that you are experiencing difficulty with placing your order at SouthSmoke.com. To help resolve this problem, please Contact Us. Please be sure to include any error messages you may be experiencing.
7. What do I do if my order is incomplete, incorrect or damaged?
If you order is missing merchandise, incorrect, or damaged, please contact us Toll-Free or send us an electronic inquiry via our Cargo Claim page. You may also submit a Cargo Claim request using the RMA Tools found in the My Account section of SouthSmoke.com. Damaged and/or missing merchandise must be reported to our company within 72 hours from the time of delivery to ensure that your cargo claim is processed and approved in a timely manner. Failure to report damaged and/or missing merchandise within 72 hours may result in your cargo claim being denied by the shipping carrier.
If you still have questions about your Hookah products order at SouthSmoke.com, please contact us Toll-Free or send us an electronic inquiry via our Contact Us page.
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