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Returns and Exchanges

Know the rules before returning or exchanging your order.

Hookah Product Exchanges

United States Exchange Policy

SouthSmoke.com offers United States customers the ability to exchange Hookah Products ordered online.

When you shop at SouthSmoke.com, we want you to be completely satisfied. If for any reason you are not satisfied with your purchase or maybe you just ordered the incorrect item, color, or style, you may be able to exchange it for another Hookah product offered at SouthSmoke.com. Remember, you are responsible for any and all applicable shipping charges associated with an exchange, including the original shipping charges, return shipping charges, and reshipping charges associated with your exchange. These charges are not refundable. The merchandise you wish to exchange must also be unused.

When can I inquire about exchanging my order?

If you would like to exchange your Hookah merchandise to SouthSmoke.com, you must submit an electronic inquiry in writing via our Contact Us page within (72) seventy two hours, but not to exceed (7) seven business days from the time your merchandise is deemed delivered by the designated shipping carrier. Due to OSHA Regulations and Policies, any item deemed disposable or any item that is used and/or opened may not be exchanged. Please be advised that we take every precaution in making sure that your gifts arrive in perfect condition.

Can I exchange Hookah supplies that I have opened or used?

Due to OSHA Regulations and Policies, any item deemed disposable or any item that is used and/or opened may not be exchanged. Please be advised that we take every precaution in making sure that your gifts arrive in perfect condition.

How do I exchange a package?

For your convenience, the SouthSmoke.com Return 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 and/or E-Mail to arrange for local pickup, if applicable, or return shipping of the merchandise you wish to exchange. In order to ensure that your original merchandise which is to be exchanged 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. In the event the original packaging is damaged and/or degraded in any manner and is otherwise unreasonable to re-use for the return shipment, please purchase new packaging of similar size and accommodation and package the merchandise you wish to exchange in a reasonable manner using commercially reasonable precautions to guard against breakage if the item is fragile. Remember, you are responsible for any and all applicable shipping charges associated with an exchange, including the original shipping charges, return shipping charges, and reshipping charges associated with your exchange. These charges are not refundable. Please also be sure to adequately insure your return shipment appropriately with the applicable carrier you utilize. SouthSmoke.com shall not be responsible for honoring exchanges when the original item(s) are damaged due to neglectful packaging and are otherwise uninsured against potential loss.
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 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.

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

Please be advised that we take every precaution in making sure that your order arrives in perfect condition. If your 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 our company within (72) seventy two hours, but not to exceed (7) seven business days 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 (7) seven business days from the time of delivery may result in your cargo claim being denied by the shipping carrier and our company. Once a support ticket is established with our customer service team, we will help you throughout the claims process to effectively coordinate the information we require in order to achieve the resolution of your inquiry. Please understand that damage claims do take time to process with the applicable shipping carrier and we appreciate your patience and ongoing cooperation during this process. Please understand that merely submitting a support ticket regarding incomplete, incorrect, or damaged merchandise is only the first step and that we do require your continued cooperation throughout the claims process. Without your continued cooperation, your claim may be closed and otherwise denied for any unreasonable delay, lack of activity or responsiveness on your part. Do not ship your damaged item back to our facility at any time as we do have a clear procedure to follow and we shall not be responsible for any loss or further damages caused in doing so. View our claims policy here.

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 our Contact Us page. Be advised that the item you wish to exchange must be unused otherwise this item ill not qualify for an exchange. Once the returned item 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 below for how to return a package.

Will my original shipping charges be reimbursed and am I responsible for additional shipping charges associated with an exchange request?

The original shipping charges that are applied to your order are not refundable. You are responsible for any and all applicable shipping charges associated with an exchange, including the original shipping charges, return shipping charges, and reshipping charges associated with your exchange. These charges are not refundable. In the event that the actual shipping charges incurred to SouthSmoke.com by the carrier are greater than the shipping charges incurred by the customer, the customer will be responsible for the difference when merchandise is being exchanged and hereby acknowledges the same and authorizes SouthSmoke.com to charge the difference to the customers applicable payment method. 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 exchanged allows the order value to fall below the value of which shipping is provided at no charge. Please review our terms with respect to Promotions for more detailed information.

Can I file multiple replacement requests or claims on the same order?

All claims must be reported to our company in writing within (72) seventy two hours, but not to exceed (7) seven business days 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 with 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. 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. Once a support ticket is established with our customer service team, we will help you throughout the claims process to effectively coordinate the information we require in order to achieve the resolution of your inquiry. Please understand that claims do take time to process with the applicable parties and we appreciate your patience and ongoing cooperation during this process. Please understand that merely submitting a support ticket regarding your claim is only the first step and that we do require your continued cooperation throughout the claims process. Without your continued cooperation, your claim may be closed and otherwise denied for any unreasonable delay, lack of activity or responsiveness on your part. View our claims policy here.

When do restocking fees apply?

SouthSmoke.com does not issue restocking fees on order exchange requests. Restocking fees do not apply to orders containing damaged or missing merchandise of which a cargo claim is filed within (72) seventy two hours, but not to exceed (7) seven business days 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 our Contact Us page.