We appreciate you choosing Hookahwholesalers.com for all your hookah and shisha needs. Due to the unfortunate circumstances surrounding the COVID-19 pandemic, there have been an increasing number of updates and changes, as well as questions, regarding our shipping process. The following is a list of our frequently asked questions in regards to how COVID-19 has affected processing and shipping times. To combat the delays, we have created night shifts, week end crews and brought back a bunch of former Hookah Wholesalers alumni to help us get shipping times back to normal. We thank you for your patience and understanding and look forward to rewarding our Hookah Wholesalers family of loyal customers when the dust finally settles.
Can I place an order, and are you all still shipping/delivering orders?
Yes! We’re continuing to ship out orders so please rest assured your order will be shipping out of our warehouse. With new COVID-19 social distancing and safety guidelines the “speed” at which we can ship out orders is slower than usual. Orders may take longer to process. We are working as quickly as we can and we will do our best to provide order confirmation emails and status updates so that you can track your order and know when to expect it.
What’s the status of my order delivery?
We are shipping out orders as quickly as possible but shipping times are being delayed. If you have already received a UPS tracking number from us, you will be able to see an estimated delivery date on that tracking number. If no tracking number has been received, please know that we are working diligently to get your order shipped as quickly as possible. Please be patient with us and rest assured we are trying to ship out your order as fast as possible while keeping the Hookah Wholesalers team safe.
Can I email you guys asking the status of my order?
Of course! Please feel free to reach out to our customer service team. We will do our best to give you an estimate on when your order will ship out or be delivered. Keep in mind though, that shipping times are not concrete as it depends on order volume and warehouse capacity. We ask for your patience as we will absolutely email you a UPS/USPS tracking number or freight PRO number once we have it available!
Can I still make returns or reach out to customer service like normal?
Absolutely! Our customer service team is available 5 days a week. Due to a shortage of available Hookah Wholesalers Team members, we have temporarily suspended Sunday customer service and half of our team is working in the warehouse on the night shift. If we miss your call, we will get back to you as soon as possible and take care of any issue you have. Rest assured that we will continue to offer amazing customer support for you to make sure you are 100 percent satisfied with your purchase.
I received a UPS/USPS tracking number but it’s not working. Why?
To get orders packed up as quickly as we can, we do have round the clock warehouse shifts, however shipping couriers only pick up from us Monday-Friday. If you received a tracking number later at night, or over the weekend, please allow that tracking number 24-48 hours to update. Once UPS/USPS physically scans the package into a facility, your tracking number will begin to show updates. International USPS is suffering from a shortage of flights to move your packages. From what we have heard, USPS Express packages are getting moved along faster than standard options.
Is there anything else we can do to offer better support?
Let us know if you have other questions or concerns and we can update our blog accordingly!