Customer Service
Answers to the questions we get asked most.
Orders and shipping
Where do you ship?
We currently ship within the United States only.
What are the shipping options and costs?
Standard Shipping is $10 and ships in 2-3 days. Express Shipping is $25 and ships within 24 hours. You choose the option at checkout, where the cost is added to your order total.
How do I track my order?
We email you a confirmation when you place your order. If you have an account, you can see your orders and their status under Account → Orders.
Can I change or cancel my order?
Contact us as soon as possible after placing your order. We can usually change or cancel an order until it has shipped.
Returns and exchanges
What is your return policy?
Unused items in their original packaging can be returned within 30 days of delivery. Contact us to start a return and we'll send you instructions.
My item arrived damaged or the wrong item arrived. What should I do?
Contact us within 7 days of delivery with your order number and a photo of the item, and we'll send a replacement or refund you at no cost.
When will I get my refund?
Once we receive and inspect your return, we refund the original payment method. Depending on your bank, it can take 5-10 business days to appear.
Deals and discount codes
How do I use a discount code?
Enter the code in your cart or at checkout and the discount is applied to your order. Some deals don't need a code and are applied automatically; each deal's page tells you which.
Where can I find current deals?
Current deals are on the home page. Products included in a deal show a Sale badge.
Why can't I see a deal someone told me about?
Some deals are only for signed-in members, so sign in to your account to see them. Deals also end: once a deal is over, its page says it's no longer available.
Products
Do you sell tobacco or shisha?
No. We sell hookahs and hookah components only: bowls, hoses, bases, stems, coals, heat management devices, and accessories. We don't sell tobacco or any nicotine products.
How do I know if a part fits my hookah?
Check the product description for sizes and compatibility. If you're not sure, contact us with your hookah's brand and model and we'll help you find the right part.
Your account
Do I need an account to order?
No, you can check out as a guest. An account lets you see your order history, save addresses for faster checkout, and see member-only deals.
I forgot my password. How do I reset it?
Contact us with the email address on your account and we'll help you reset it.