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When you shop at SouthSmoke.com, we want you to be completely satisfied. If for any reason you are not satisfied with your purchase, you may be able to return it for a replacement or refund of the purchase price. Remember, the original shipping charges and any restocking fees that are applied to your order are not refundable.
When can I inquire about returning my order?
If you would like to return your Hookah merchandise to SouthSmoke.com, you must submit an electronic inquiry in writing via our Contact Us page within seven business days from the time your merchandise is deemed delivered by the designated shipping carrier. If your return involves damaged merchandise, our company must be immediately notified in writing via our Contact Us page within 72 hours from the time your merchandise is deemed to be delivered by the designated shipping carrier. Due to International Regulations, International orders do not qualify for returns with our company. Due to OSHA Regulations and Policies, any item deemed disposable or any item that is used and/or opened may not be returned. Please be advised that we take every precaution in making sure that your gifts arrive in perfect condition.
How do I return a package?
For your convenience, the SouthSmoke.comReturn Form may be printed out and completed at your convenience and may be faxed to the number listed on the return form. Once we receive your Return Form, you will be contacted via telephone to arrange for pickup of your merchandise. In order to ensure that your merchandise is delivered back to one of our facilities in a timely manner, please first remove the old tracking label from the packaging or make sure that the new return label covers the old one.
If you no longer have your Return Form and cannot print a new one, please send us an electronic inquiry via our Contact Us page.
What do I do if my order is incomplete, incorrect or damaged?
If you order is missing merchandise, incorrect, or damaged, please immediately submit an electronic inquiry via our Contact Us page. Damaged and/or missing merchandise must be reported to ourcompany 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.
What do I do if my order contains defective merchandise?
If you order contains merchandise that you feel to be defective, please immediately submit an electronic inquiry via our Contact Us page. Defective merchandise must be reported to our company within 72 hours from the time of delivery to ensure that your claim is processed and approved in a timely manner. Failure to report defective merchandise within 72 hours may result in your claim being denied. SouthSmoke.com reserves the right at its sole discretion to either replace the defective merchandise or provide store credit in the form of a SouthSmoke.com Electronic Gift Card for the defective merchandise. SouthSmoke.com is not responsible for honoring return or reshipping charges associated with a defective merchandise claim.
How do I exchange an item?
If you have found another item that you would prefer over one you have already received, we ask that you please send us an electronic inquiry via ourContact Us page. Once the returneditem has been received at one of our facilities, your newly requested merchandise will be processed and shipped. If necessary, a credit will be issued to your account. Please see instructions above for how to return a package.
Will my original shipping charges be reimbursed?
The original shipping charges that are applied to your order are not refundable. In the event that the actual shipping charges incurred to SouthSmoke.com by the carrier are greater than the shipping charged incurred by the customer, the customer will be responsible for the difference when merchandise is being returned. In the event that the customer received free shipping through a promotional offer, the customer will be responsible for all shipping costs incurred by SouthSmoke.com if the value of merchandise being returned allows the order value to fall below the value of which shipping is provided at no charge.
When do restocking fees apply?
SouthSmoke.com may issue restocking fees of up to 15% of the merchandise value being returned if you are requesting credit back to your card account on file. If you are returning merchandise and requesting SouthSmoke.com Store Credit via an electronic Gift Card, our restocking fees will be waived. Restocking fees do not apply to orders containing damaged or missing merchandise of which a cargo claim is filed within 72 hours from the time the merchandise is deemed to be delivered to your location. To further inquire about restocking fees being applied to your return, please send us an electronic inquiry via ourContact Us page.
Can I file multiple replacement requests or claims on the same order?
If you order is missing merchandise, incorrect, damaged, or contains defective merchandise, please immediately submit an electronic inquiry via our Contact Us page. All claims must be reported to our company in writing within 72 hours from the time of delivery to ensure that your claim is processed and approved in a timely manner. If you have already filed one claim on an order placed a SouthSmoke.com and you wish to file another claim on the same order, SouthSmoke.com reserves the right to honor or deny such a claim. It is your responsibility to report any and all issues with an order at one time in full and multiple claim requests may not be honored. If more than one claim on the same order is approved, SouthSmoke.com reserves the right at its sole discretion to either replace the merchandise or provide store credit in the form of a SouthSmoke.com Electronic Gift Card for the merchandise being claimed. If a replacement is issued, SouthSmoke.com will only provide one replacement shipment per order and will not honor multiple replacement shipping requests.