We are happy to replace or exchange items that arrive defective or broken free of charge within 30 days. For any returns other than broken or defective products (i.e. "I ordered the wrong hookahs"), it will be up to you to cover the return shipping and insure that the products are packed safely.
How can you return an item to us? Just follow these simple steps!
1. Give us a call or email to let us know what is going on. In many cases we are able to troubleshoot a product and get the situation fixed over the phone. We'd like to avoid you having to go to the trouble to ship something back to us. In the event that we cannot fix things over the phone, you are welcome to send stuff back if necessary. If something arrives broken, for example a hookah base or a hookah bowl, it will not be necessary to send the broken glass back to us. Simply email us with the order number and a picture of any broken items and we can issue store credit or have the item(s) sent back out to you.
2. When shipping anything back to us, it will need to arrive in good condition. For example, if you ordered the wrong hookah and are sending it back for an exchange, it is VERY important to insure that the hookah is packed safely to avoid breakage on the way back. If you're unsure, it's never a bad idea to add insurance on the package to cover it in the event that it did break.
3. Once we receive the product(s) back, we will contact you and either resend the repaired or brand new item, or issue a store credit or refund. NOTE: Any products that arrive back to our warehouse broken will not be elligible for full credit or full refund. If we issued a UPS return label for the items and are unable to collect insurance on broken items because the box was poorly packed, this can also affect the amount of credit/money refunded.
As always, we're happy to answer any questions that you may have in regards to our return policy and process. Beyond anything, we're here to help YOU out. Happy Smoking!