- Explore FAQs
- Customer support
- Order Management
- Shipping
- Payment
- Returns & Refunds
- Rewards Program
- Customer Privacy & Security
FAQs
Customer Support
Our customer support team is available to assist you during the following hours:
Monday - Friday: 10 AM - 6 PM EST
Call us at: 1-866-HOOKAHS
Live Chat: Available during business hours on our website
Email Support: You can reach us anytime at support@hookah.com, and we will respond as soon as possible during business hours.
For the quickest response, we recommend calling or using Live Chat during our support hours. If you contact us outside of these times, we’ll get back to you on the next business day.
Order Management
Yes! Log in to your Hookah.com account and select View/Manage Orders.
Edits: Possible within 1 hour of placing the order. Call us at 1-866-HOOKAHS immediately. Be sure to check your order for accuracy before submitting it as we work hard to get orders processed and shipped as quickly as possible.
Cancellations: Contact us via email, chat, or phone.
If canceled after shipping, shipping fees are non-refundable.
Canceled transactions may take 3-5 business days to clear from your account.
Placing an order with Hookah.com is quick and easy. You have two options:
Order Online: Visit our website at Hookah.com, browse our products, add items to your cart, and proceed to checkout. Follow the on-screen instructions to complete your purchase securely.
Order by Phone: Call us at 1-866-HOOKAHS during our business hours (Monday - Friday, 10 AM - 6 PM EST) to place your order with one of our customer service representatives.
Important Order Requirements:
Age Restriction: You must be 21 years or older to purchase tobacco products.
Age Verification: Due to legal requirements, all orders undergo an age verification process. This applies to:
The billing recipient (the person paying for the order).
The shipping recipient (the person receiving the package).
Order Confirmation & Processing:
After placing your order, you will receive a confirmation email with your order details. If you do not see it in your inbox, check your spam or promotions folder.
Orders typically process within 1-3 business days, but this may vary based on stock availability and order verification.
If additional age verification is required, you will receive an email within 24-48 hours with instructions on how to confirm your age manually (usually by submitting a government-issued ID).
Shipping
All orders are packaged discreetly and securely to ensure they arrive in pristine condition. We aim to ship orders within 1-3 business days, but delays may occur due to holidays, weather conditions, stock availability, or verification processes.
Weutilize either UPS or USPS for our domestic parcel shipping. Unless an expedited service is requested, we will select the appropriate carrier based upon the characteristics of the order and the cost.Please note that UPS does not deliver to P.O. Boxes or APO addresses unless the post office’s physical address is provided.
Ground Shipping: 1-5 business days
UPS 3-Day Select: Guaranteed 3 business days
UPS Second Day Air: Guaranteed 2 business days
UPS Next Day Air Saver: Guaranteed next business day
USPS Priority: Estimated 3-5 business days (P.O. Box compatible)
USPS Express: Typically, next business day
International shipping is allowed only in Canada and Mexico.
Orders are billed in U.S. dollars. Additional customs duties or taxes may apply and are the responsibility of the recipient. Contact your local customs office for details.
Priority Mail International: Estimated 8-14 business days
Express Mail International: Estimated 5-8 business days
Customs clearance times vary, and delays are beyond our control. Refused international orders are subject to a 25% restocking fee upon return.
Domestic Restrictions
Certain states within the United States have regulations that prevent us from shipping tobacco products to residents. Customers in these states are still welcome to order non-tobacco items from our store. If your order includes tobacco products and shipping to one of these restricted states, it may be modified or canceled accordingly. Specifically:
Due to state laws, we cannot ship any products to Vermont, all Armed Forces locations.
For Maine, Washington, Utah, South Dakota, District of Columbia we are not allowed to ship tobacco products. However, non-tobacco products (hookahs, hoses, accessories) can still be ordered.
You will be notified of any changes, and your payment authorization will be adjusted to reflect the updated total.
International Restrictions
We ship only to Mexico and Canada. Check your country’s regulations before ordering. We are not responsible for seized, destroyed, or prohibited packages and do not reimburse customs duties.
Import taxes for tobacco
Customs may apply import taxes or fees at their discretion, which must be paid by the recipient.
If you refuse to pay, the package will be returned to us, and a 25% restocking fee will apply.
We are not responsible for customs delays, fees, or seized packages. Research your country’s regulations before ordering.
Payment
We accept:
Visa
MasterCard
Discover
American Express
Ensure your billing address matches your payment method to avoid delays.
If your card is declined, it may be due to several reasons, including:
Incorrect Billing Information – Ensure that your billing address, name, and ZIP code match the information registered with your bank. Even minor discrepancies can cause a transaction to be declined.
Insufficient Funds – Check your available balance to confirm that there are enough funds to complete the purchase.
Bank Fraud Protection – Some banks automatically decline unfamiliar transactions, especially for high-value purchases or international orders. If this happens, contact your bank to authorize the transaction.
Expired or Inactive Card – Verify that your card is still valid and has not expired. If it has expired, you’ll need to use a different payment method.
Daily Spending Limits – Some banks impose daily transaction limits. If you've reached your limit, you may need to wait until the next day or contact your bank to increase your spending cap.
Security Holds or Suspicious Activity – Banks may flag transactions as suspicious if they detect unusual activity. If you receive a fraud alert, respond to your bank’s request or call them to confirm that the charge is authorized.
Double-check your payment details and try again.
Try a different card or payment method.
Contact your bank to approve the transaction.
Reach out to our Customer Service Team for further assistance at 1-866-HOOKAHS or via Live Chat.
If the issue persists, we recommend using an alternative payment method to ensure your order is processed without delays.
Yes, but wholesale pricing is only available through our Hookah For Business section. To access wholesale prices and place bulk orders, you must first create an account in the Hookah For Business portal.
During registration, you will be required to provide specific business-related information, including:
Your business name
Your tax ID or resale certificate
Your business address
Additional verification details as needed
Once your account is reviewed and approved, you will gain access to exclusive wholesale pricing and bulk order options.
No, only one coupon code can be applied per order. Find active coupons here.
Returns & Refunds
Report any product issues within 30 days of receiving your order.
Ooka Pods cannot be returned or exchanged.
Email support@hookah.comwith photos of the damaged item.
Ooka Pods cannot be returned or exchanged.
Contact us within 30 days to initiate a return.
The item must be unopened and unused.
A 25% restocking fee may apply.
Return shipping costs are the customer’s responsibility.
Refunds can be issued as a credit card refund (3-5 business days) or store credit (Reward Points).
- Contact Customer Service for damaged items upon delivery.
- If an international package incurs import duties/fees, you must pay to receive your order. If you refuse, the package must return to us before reimbursement.
- All returned orders are subject to a 25% restocking fee, and shipping costs are non-refundable.
Rewards Program
Purchases: Earn 1 point for every eligible dollar spent on merchandise at Hookah.com.
Promotions & Activities: Participate in select Hookah.com promotions, contests, or special events to earn bonus points.
Returns & Cancellations: If an order is canceled, no points will be awarded. If you return or exchange an item, Hookah.com reserves the right to adjust your points balance accordingly.
Exclusions: Points do not apply to taxes, shipping fees, or purchases using a discount code. Additional exclusions may apply during special sales events.
Reward Points can be redeemed at checkout to receive a discount on your order:
- Log in to your Hookah.com account.
- Add items to your cart and proceed to checkout.
- Select the option to apply your available Reward Points before finalizing payment.
- The discount will be reflected in your total.
Yes, Reward Points expire after 12 months of inactivity. To keep your balance active, make a purchase or redeem your points within this period.
Your existing Reward Points from Hookah-Shisha or SouthSmoke will be carried over to your new Hookah.com account. If you do not see your points reflected, please contact our support team for assistance.