Broken or Damaged Hookah Products: What Do I Do?

So you ordered your hookah, and your hookah came damaged, cracked, or broken.

Don’t panic. This kind of thing happens, even to a hookah.

Here at SouthSmoke.com, we know the importance of providing you with quality hookah merchandise. But just having hookah merchandise in stock is only half the battle; getting hookah products from our hookah distribution center to your home is the difficult part.

So what do you do if your hookah merchandise arrives broken or damaged? Here’s a step-by-step guide on what to do:

1. Keep calm.

A damaged or broken hookah isn’t anyone’s fault. We trust our shipping companies to deliver your hookah safely. And while quality packaging and abundant padding usually keeps your hookah safe, sometimes your hookah shows up broken or damaged. Even an acrylic hookah with its indestructible base may still arrive in less than optimal shape. We wrack our brains trying to prevent damaged hookahs. But once your hookah is out of our hands, anything can happen. Understanding that is the first step toward replacing your hookah.

2. Make your claim online.

The first instinct for anyone upon seeing a damaged hookah product is to pick up the phone and call us. While you’re welcome to call us, we’ve provided for you a more convenient way to replace your hookah. Use our online claims center for damaged hookahs. You’ll get total convenience with no wait times or customer service reps to deal with, and you can get on the way to replacing your hookah or hookah much more quickly than calling in.

3. Contact SouthSmoke.com

Sure, you’re bummed about your damaged glass hookah. But getting your hookah and hookahs replaced is easy. Click on the Contact Us link at the top of the page. This brings up different options for claiming your hookah. Click on the first blue box that says “By Email – Online Support Ticket.” Provide your:

• Name
• Order ID number
• Description of what’s wrong with your hookah or hookahs
• Photos of the damaged hookah or hookahs

Once you’ve submitted your hookah claim, we’ll do the rest. We’ll contact the shipping carrier to get your hookah or hookahs replaced. Remember that we require all the above information. Be sure to include all of it in your first email so our claims department can start your claim quickly. If you don’t, you only delay the process – and delay getting your hookah or hookahs.

4. Get started ASAP!

The last important piece to note is that there is an expiration date on being able to place a claim with the shipping companies. This means you need to contact us via an online support ticket immediately upon opening your package! We’re very serious about meeting your total satisfaction when it comes to hookahs. And we’re grateful you’ve chosen to spend your hard-earned money with us. So let us help you by following these steps, and we’ll solve all your damaged hookah problems!