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Returns and Exchanges

Know the rules before returning or exchanging your order.

Hookah Product Return Policy

International Return and Exchange Policy


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 contact our dedicated customer support team for additional assistance by filling out our Customer Service Inquiry Form.


When can I inquire about returning my order?

Due to International Regulations, International orders do not qualify for returns or exchanges 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. If your return involves damaged merchandise, our company must be notified in writing via our Customer Service Inquiry Form within 72 hours from the time your merchandise is deemed to be delivered by the designated shipping carrier.


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 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.


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 or return an item?

Due to International Regulations, International orders do not qualify for returns or exchanges with our company. All sales for International orders are final and are not eligible for refund.


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 return shipping and restocking fees apply?

SouthSmoke.com may issue restocking fees of up to 15% of the merchandise value being returned if your return is associated with your package being opened and inspected by your customs or border services. Restocking fees also apply if your package is returned as a result of your package not being claimed or picked up at your postal services facility. SouthSmoke.com may also impose return shipping charges associated with any International order that is returned to our facilities due to your package being opened and inspected by your customs or border services. Return shipping charges may also apply if your package is returned as a result of your package not being claimed or picked up at your postal services facility.


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.


What are my options if my package has been opened / inspected by customs or border services?

If your most recent order with SouthSmoke.com was inspected by your customs office and is subject to additional import taxes and fees, it is your responsibility to pay these charges assessed by your customs and border services office. Unfortunately, SouthSmoke.com has no control over which packages are inspected by customs and which packages are imposed additional tariffs by your customs office. In regards to customs clearance on International orders, SouthSmoke.com ships packages to International destinations on a daily basis. Most International orders that SouthSmoke.com processes and ships clear customs with little or no duties and no problems. Please note that SouthSmoke.com clearly identifies that International orders may be subject to additional charges by customs in our International Ordering section. SouthSmoke.com also does not offer refunds back to the original payment method provided which is consistent with our International ordering policies and procedures. The International Ordering section of SouthSmoke.com clearly indicates that it is your responsibility to contact your local customs office to determine the different tariffs that your country may impose on imports depending on the merchandise ordered. If your current package is being held by your customs office, please review the different options available to you listed below for additional assistance with your package:

Option 1 - Claim Package From Customs Office:

You may claim your package from the local customs office and pay any applicable taxes and fees that were imposed on your package.

Option 2 - Refuse Package and Pay For Reshipping Service:

You may contact your local customs office and refuse your package. Your package will be returned to the SouthSmoke.com distribution and processing facility in the United States within two to six weeks. You may be subject to return shipping charges and a 15% restocking fee if the package is refused due to customs fees. Once your package arrives back, you may choose to pay to have your package reshipped as one complete order or you have pay to have your package split and reshipped in smaller packages. Typically, most shipments that are shipped back the second time to the customer clear customs with no problems, although we offer no guarantees. If you choose this option, SouthSmoke.com will contact you via email or telephone once your package arrives back to arrange for reshipping. The shipping rates for reshipping your order will be provided to you at that time and will include any applicable return shipping charges and restocking fees. Typically, the shipping rate will be the same as the rate originally provided when you placed your original order online at SouthSmoke.com if you do not split your order into smaller shipments.

Option 3 - Refuse Package and Receive SouthSmoke.com Gift Card:

You may contact your local customs office and refuse your package. Your package will be returned to the SouthSmoke.com distribution and processing facility in the United States within two to six weeks. You may be subject to return shipping charges and a 15% restocking fee if the package is refused due to customs fees. Once your package arrives back, you may choose to have a SouthSmoke.com Gift Card emailed to you for the merchandise value associated with your returned order minus any applicable return shipping charges and restocking fees. This gift card may be used on future online orders placed at SouthSmoke.com and is typically good for up to two years from the date of issue. You may use this gift card on one order or on many orders over time until the entire value of the gift card is used up, depending on your ordering needs. Please note that the original shipping charges will not be reimbursed and only the applicable merchandise value after any return shipping charges and restocking fees will be provided with the SouthSmoke.com Gift Card. Please also keep in mind that your Smoke Points balance may be adjusted due to your returned order.

If your order has been opened and inspected by your customs or border services, please immediately submit an electronic inquiry via our Contact Us page. Please make sure to include your Order Confirmation Number (Order ID) and all application information pertaining to your request and which option listed above you wish to proceed with. Please note that International requests regarding customs, tracking information, etc may only be handled by submitting an electronic inquiry via our Contact Us page.