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Returns and Exchanges

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SouthSmoke.com offers a quick and easy online interface to assist in filing your concealed loss claim. While we regret to hear that the order you received was incomplete and did not contain all of the Hookah products that you ordered, rest assured that we understand your disappointment and the inconvenience that was caused due to our error 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 concealed loss claim with SouthSmoke.com, please follow the step by step procedures below only if you meet the following requirements:

 
Incomplete and missing 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 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 conduct an inventory analysis to determine if the contents were indeed missing from your package. SouthSmoke.com will also interview our fulfillment team to determine the packaging process of your order to determine if an error was made by SouthSmoke.com or by the shipping carrier regarding your incomplete order.
 
SouthSmoke.com will issue an immediate replacement if the concealed loss claim is due to an error caused by our fulfillment team. If determined that the concealed loss claim is a result of the shipping carrier mishandling your package, 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 concealed loss 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 incomplete. 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 received as incomplete, 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 containing the missing contents of your order to the shipping address as listed on the original order request.
 
Please make sure to keep all defective products, 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 defective contents if you are receiving a complete product replacement.
  
In the event that we require additional information, a SouthSmoke.com representative will either contact you via email or telephone.
  
Typically, defective products claims are resolved within 12 to 24 hours from the time you properly file and complete this claim with SouthSmoke.com.
  
Your patience and cooperation is greatly appreciated while we assist in resolving this inquiry to your satisfaction.