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Returns and Exchanges

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Return Policy

Hookah Product Return 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 be able to return it for a replacement or refund of the purchase price. Remember, the original shipping charges and any restocking fees that are applied to your order are not refundable. Remember, you are responsible for any and all applicable shipping charges associated with a return, including the original shipping charges as well as the return shipping charges. These charges are not refundable.

United States Return and Exchange Policy

When can I inquire about returning my order?

If you would like to return your unopened/unused Hookah merchandise to SouthSmoke.com, you must submit an electronic inquiry in writing via our Contact Us page within seven business days from the time your merchandise is deemed delivered by the designated shipping carrier. Due to International Regulations, International orders do not qualify for returns with our company.

Can I return 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 returned. Please be advised that we take every precaution in making sure that your gifts arrive in perfect condition.

Will the original shipping charges be reimbursed and does SouthSmoke.com pay for the return shipping charges when making a return?

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 a return, including the original shipping charges, return shipping charges, and restocking fees. 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 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.

How do I return a package?

For your convenience, SouthSmoke.com account holders may login to their account and under the view my orders option select the order you wish to request a return for, then click on the RMA request button and complete the applicable information. Customers may also use the SouthSmoke.com Return Form which may be printed out and completed at your convenience, and faxed to the number listed on the return form. Alternatively, SouthSmoke.com customers wishing to return a package may also submit an electronic support ticket by sending us an electronic inquiry via our Contact Us page. Once we receive your Return request, you will be contacted via telephone to arrange for pickup of your merchandise. In order to ensure that your merchandise 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. Please remember that you are responsible for all applicable shipping charges associated with the return of your merchandise. Be sure to properly package and insure your return shipment as you are also responsible for any damages that could occur while in transit back to our facility.

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. See our claims policy here.

What do I do if my order contains defective merchandise?

SouthSmoke.com prides itself on its ability to effectively perform quality control checks on all merchandise it manufactures or otherwise receives from third party manufacturers to detect against and eliminate defective merchandise from being passed on to its customers. While we take every reasonable step to detect against and eliminate defective merchandise from the SouthSmoke.com inventory, in the unfortunate situation that your 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) 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. Failure to report defective merchandise within (72) seventy two hours, but not to exceed (7) seven business days may result in your claim being denied. SouthSmoke.com reserves the right at its sole discretion to either remedy, repair, 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 unless we pre-approve the same in writing and provide a return shipping label to you. Please do not merely ship back the merchandise, but permit our experienced customer service team to guide you through the process of determining if a replacement or store credit is necessary to remedy the situation. Please understand that merely submitting a support ticket regarding what you believe to be defective merchandise is only the first step and that we do require your continued cooperation throughout the claims process to determine if in fact the merchandise you received is defective. Without your continued cooperation, your claim may be closed and otherwise denied for any unreasonable delay, lack of activity or responsiveness on your part. See 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. 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 above for how to return a package. Please keep in mind that you are responsible for the original shipping charges, return shipping charges, and reshipping charges associated with an exchange as SouthSmoke.com is not responsible for covering these charges.

When do restocking fees apply?

SouthSmoke.com may issue restocking fees of up to 15% of the merchandise value being returned if you are requesting credit back to your card account on file. If you are returning merchandise and requesting SouthSmoke.com Store Credit via an electronic Gift Card, our restocking fees will be waived. Restocking fees do not apply to orders containing damaged or missing merchandise of which a cargo claim is filed within 72 hours 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.

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. See our claims policy here.


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