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Cargo Claims

Hookah Product Cargo Claims

What do I do if my order is incomplete, incorrect or damaged?


If you order was never delivered, or is missing merchandise, incorrect, or damaged, click here and follow the step by step claim instructions to submit a cargo claim with SouthSmoke.com. You may also submit a Cargo Claim request using the RMA Tools found in the My Account section of SouthSmoke.com. All claims must be submitted in writing and telephone communication is not considered sufficient for reporting a cargo claim to 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 the shipping carrier indicates that your package was successfully delivered and you are reporting your entire package as missing, your cargo claim will only be honored if the shipping carrier is willing to admit liability for your lost package.

Cargo Claim Frequently Asked Questions


1. Who can file a claim?

The recipient of the merchandise received by SouthSmoke.com may file a claim with our company. Please make sure that the recipient has obtained prior authorization from SouthSmoke.com in order to file the claim.


2. When should I file my claim with SouthSmoke.com for domestic shipments?

Concealed loss and damaged packages must be reported within 72 hours from the time the shipping carrier indicates the merchandise was delivered to the recipient. Click Here and follow the step by step claim instructions to submit a cargo claim with SouthSmoke.com. You may also submit a Cargo Claim request using the RMA Tools found in the My Account section of SouthSmoke.com.


3. How long will the claim resolution process take?

Most cases will normally be resolved 5 to 7 days after we receive your claim form and additional claim documentation, unless additional time for research is needed.


4. What should I do with the shipment packaging?

Keep all original packaging, including cartons and contents, until the claim resolution process is finished. It may be necessary to make the packaging available to the shipping carrier for inspection.

If you still have questions about the Cargo Claim process at SouthSmoke.com, please send us an electronic inquiry via our Contact Us page.