| Answers |
Q: |
How much is shipping? |
| A: |
Domestic Discount Shipping Rates
- Create a free account or login to an existing account.
- Select products and add them to your shopping bag.
- Select shipping company; UPS or United States Postal Service (USPS)
- Select shipping service; Ground, 3 Day, 2 Day, Next Day, ext.
- Review live, discount shipping rate calculation for your order.
Canadian & International Discount Shipping Rates
- Create a free account or login to an existing account.
- Select products and add them to your shopping bag.
- Select shipping company; UPS or United States Postal Service (USPS)
- Select shipping service; Ground, 3 Day, 2 Day, Next Day, ext.
- Review live, discount shipping rate calculation for your order.
- We recommend United States Postal Service (USPS) for Canadian customers.
- Click here for international & Canadian customs information.
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| Submit Your Question |
Q: |
How long until delivery? |
| A: |
| Domestic Orders |
| Shipping Method |
+ Processing Time |
+ Transit Time |
= Total Delivery Time |
| UPS Ground |
1 Business Day! |
1-5 Business Days |
2-6 Business Days |
| UPS 3 Day Select |
1 Business Day! |
3 Business Days |
4 Business Days |
| UPS 2nd Day Air |
1 Business Day! |
2 Business Days |
3 Business Days |
| UPS Next Day Air |
1 Business Day! |
1 Business Day |
2 Business Days |
| UPS Next Day Air Saver |
1 Business Day! |
1 Business Day |
2 Business Days |
| International Orders |
| Shipping Method |
+ Processing Time |
+ Transit Time |
= Total Delivery Time |
|
1 Business Day! |
1-2 Business Days |
2-3 Business Days |
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1 Business Day! |
2-4 Business Days |
3-5 Business Days |
| UPS Standard to Canada |
1 Business Day! |
5-7 Business Days |
6-8 Business Days |
| USPS Global Express Mail |
2-3 Business Days! |
7-10 Business Days |
9-12 Business Days |
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| Submit Your Question |
Q: |
Do you ship to Canada? |
| A: |
Only fast, affordable shipping methods are offered to our Canadian and international customers. With our exclusive live chat system you never have to worry about long distance phone calls. Unlike our competition we don't charge extra shipping or handling fees for our Canadian and international customers.
Canadian & International Shipping Rates
- Create a free account or login to an existing account.
- Select products and add them to your shopping bag.
- Select shipping company; UPS or United States Postal Service (USPS)
- Select shipping service; Ground, 3 Day, 2 Day, Next Day, ext.
- Review live, discount shipping rate calculation for your order.
- We recommend United States Postal Service (USPS) for Canadian orders.
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| Submit Your Question |
Q: |
How do I return my order? |
| A: |
We want you to be completely satisfied with your purchase. If you are not, please create a support ticket for return or exchange authorization . Then simply send the items you do not want to our warehouse in original, unused condition within 30 days of the confirmed delivery of your package.
We will then refund the purchase price or exchange the item. The original shipping charges are refundable if the return is due to our error. The return shipping charges to our warehouse are the customers responsibility and are non-refundable. For exchanges we pay the new, return shipping charges to your location. See returns policy.
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| Submit Your Question |
Q: |
What is the tobacco age limit? |
| A: |
| YOU MUST BE 18 YEARS OF AGE OR OLDER TO PURCHASE TOBACCO PRODUCTS. HOOKAH HUB DOES NOT SELL CIGARETTES OF ANY KIND. THE PURCHASE OF TOBACCO PRODUCTS BY A MINOR UNDER 18 YEARS OF AGE AND THE PROVISION OF TOBACCO PRODUCTS TO A MINOR ARE PROHIBITED BY LAW. A MINOR UNLAWFULLY PURCHASING OR USING TOBACCO PRODUCTS IS SUBJECT TO CRIMINAL PENALTIES. FALSIFYING YOUR AGE FOR THE PURPOSE OF PURCHASING TOBACCO IS ILLEGAL. WE DO NOT MARKET TO, NOR DOES HOOKAH HUB DELIVER TOBACCO PRODUCTS TO MINORS. |
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| Submit Your Question |
Q: |
Do you charge sales tax? |
| A: |
No we do not charge sales tax of any kind. |
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| Submit Your Question |
Q: |
How much will duty cost? |
| A: |
Due to an increase in fraudulent international orders we now require all international orders to have the same billing and shipping address. If the billing and shipping addresses are different then we cannot process your order.
All items entering a foreign country are subject to customs inspection and the assessment of duties and taxes in accordance with that country's national laws. Customs duties and taxes are assessed, generally if the item is dutiable and the value of the item is above the threshold set by the country's laws. If duties and taxes are applicable then they are collected from the recipient; by the country of origin.
In addition, for most countries, there is an administrative (brokerage) fee that is collected from the recipient; by the country of origin, to cover the costs of clearing the item through customs and collecting duties and taxes. For instance, the administrative fee in the United Kingdom is 6.50 British pounds for airmail parcels and 11.25 British pounds for Global Express Mail.
In 23 other countries in Europe (Austria, Belgium, Denmark, Finland, France, Monaco, Germany, Greece, Ireland, Italy, San Marion, Vatican City, Luxembourg, Malta, Netherlands, Norway, Portugal, Spain, Andorra, Gibraltar, Sweden, Switzerland, and Liechtenstein) the administrative fee is 17 Euros for Global Express Mail; and the administrative fee in Canada is $5 CAD.
Click here to learn more about international duties, tariffs and taxes
Hookah Hub is not responsible or liable for information provided about duties, taxes or tariffs; as this is for information purposes only and is solely the customers responsibility. For accurate duty, tax or tariff information please contact your local customs office. |
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| Submit Your Question |
Q: |
How can I pay for my order? |
| A: |
We proudly accept MasterCard, Visa, Hookah Hub gift certificates and international money orders, in US currency. |
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| Submit Your Question |
Q: |
Must I accept cookies? |
| A: |
You must enable "cookies" in your browser before you can checkout. Please check your browser settings now and enable "cookies" so you may checkout. Click here to learn more |
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| Submit Your Question |
Q: |
How do I enable cookies? |
| A: |
To enable cookies, follow the instructions below for the browser version you are using.
Mozilla Firefox (1.0 final release and earlier)
- Go to the "Tools" menu.
- Select "Options".
- Select the "Privacy" icon in the left panel.
- Check the box corresponding to "Allow sites to set cookies".
- Click "OK" to save changes.
Netscape 7.1/Mozilla 5.0
- Select "Preferences" from the Edit menu.
- Click on the arrow next to "Privacy & Security" in the scrolling window to expand.
- Under "Privacy & Security", select "Cookies."
- Select "Enable all cookies".
- Click "OK".
Microsoft Internet Explorer 6.0+
- Select "Internet Options" from the Tools menu.
- Click on the "Privacy" tab.
- Click the "Default" button (or manually slide the bar down to "Medium") under "Settings".
- Click "OK".
Microsoft Internet Explorer 5.x
- Select "Internet Options" from the Tools menu.
- Click on the "Security" tab.
- Click the "Custom Level" button.
- Scroll down to the "Cookies" section.
- To enable:
- Set "Allow cookies that are stored on your computer" to "Enable".
- Set "Allow per-session cookies" to "Enable".
- Click "OK".
Microsoft Internet Explorer 4.x
- Select "Internet Options" from the View menu.
- Click on the "Advanced" tab.
- Scroll down to find "Cookies" within the "Security" section.
- To enable:
- Select "Always accept cookies".
- Click "OK".
Netscape Communicator 4.x
- Select "Preferences" from the Edit menu.
- Find the "Cookies" section in the "Advanced" category.
- To enable:
- Select "Accept all cookies" (or "Enable all cookies").
- Click "OK".
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| Submit Your Question |
Q: |
Why is my shopping bag empty? |
| A: |
Don't worry the items that were in your shopping bag are still there. You simply need to enable "cookies" in your browser and then select the "Secure Checkout" button once again, then your items will show up. |
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| Submit Your Question |
Q: |
How do I delete products? |
| A: |
You can delete an unwanted items from your shopping bag by clicking the "Remove" button. If you want to delete all items from your cart just press the “Clear Bag” button located at the bottom left. |
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| Submit Your Question |
Q: |
How do I place an order? |
| A: |
When you have chosen your particular product, simply click the "Add to Bag" button. Clicking this button will place the item in your shopping Bag and take you to your Bag. At that point, you can continue shopping or proceed to checkout. When you have finished adding items to your Bag and have made any changes to your product quantity, click the "Secure Checkout" button and follow the directions for completing your transaction. |
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| Submit Your Question |
Q: |
How do I cancel my order? |
| A: |
We work very hard to ship your order as fast as possible, we ask you inform us of your cancellation as soon as possible. You may review the status of your order by going to "Order Status" in your account. Note that there is a 15% restocking fee for all cancelled orders.
If you have questions regarding the cancellation of an order, please feel free to contact a Customer Service Representative at 1-800-658-7701.
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| Submit Your Question |
Q: |
Can I change my order? |
| A: |
You may request changes to your order before we ship it; which normally happens at 10:00 am the next business day. |
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| Submit Your Question |
Q: |
Can I place an order offline? |
| A: |
If for any reason you prefer not to complete your order online, Hookah Hub will gladly accept your order by phone, fax or mail. If you have additional questions and need to speak to a customer service representative, please call us toll-free in the US at 1-800-658-7701 between 9:00 am and 5:00 pm PST, Monday - Friday. (Please do not e-mail your order to Hookah Hub as we cannot guarantee the privacy or security of information transmitted via e-mail.)
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| Submit Your Question |
Q: |
How do I track my order? |
| A: |
Each and every order receives a unique order tracking number. This tracking number will be sent after we've shipped your product and the order status has changed to "Complete".
Order tracking instructions:
- Click the "Track Order" link at the top of every page.
- Login to your account, click "Order History" and select the appropriate dates and times.
- Select the order you wish to track and click the "Track It" button at the bottom of the page.
- That's it!
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| Submit Your Question |
Q: |
Is using my credit card safe? |
| A: |
We believe that your online shopping experience should be completely safe and secure. This is why we have installed the most powerful encryption technology available to protect and guard your valuable information. And you can be sure that whenever this technology advances, we upgrade our systems accordingly. |
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| Submit Your Question |
Q: |
How do I apply a coupon towards my order? |
| A: |
Enter a coupon code in the coupon field of the Shopping Bag page, then checkout and complete your order. You may only enter one coupon code per order.
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| Submit Your Question |
Q: |
What if my product arrives damaged? |
| A: |
Every time you shop with us you're shopping with a company that is dedicated to premium quality products and service. Our top priority is to always ensure that you are completely satisfied with your purchase.
We follow a strict quality control process that guarantees every product meets our rigorous quality standards. This exclusive process involves the testing of each part for leaks, cracks or damage to guarantee the highest quality standards.
We guarantee our products for a full 30 days. If you are not completely satisfied with your purchase you may return your unused or defective item(s) for a prompt refund or exchange.
Please examine your item(s) closely before using them to ensure they're to your satisfaction. Please review all guidelines for a fast and easy return or exchange.
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| Submit Your Question |
Q: |
How do I change my password? |
| A: |
Just go to My Account. Click on Member Info to update your password. If you haven't already signed in, you'll be asked to sign in with your e-mail account and current password. (If you've forgotten your password, just click on "If you've forgotten your password, please click here", and we'll e-mail it to you right away. For more information on forgetting your password in checkout, please read below.) After you've signed in, you'll come to a screen that gives you the option to change your password and e-mail address. Simply fill in the fields and select "Update Your Information" when you're done. |
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| Submit Your Question |
Q: |
If I misplace my password, how do I retrieve it? |
| A: |
Whether logging into your account or completing the checkout process, you are required to enter a password to access your personal information. In the event that you forget your password, Hookah Hub offers an easy-to-use retrieval process. Click on the Forgot your password? link and it will take you to our password prompt page where you can have your password e-mailed to you immediately. |
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| Submit Your Question |
Q: |
How do I view my order history? |
| A: |
Go to < a href="myaccount.php">My Account, log in with your email address and password, and select "Order History" to view the status of all your recent orders in your account. To view the status of a single order, you can visit the "Order Tracking" page and enter your order number and billing zip code. |
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| Submit Your Question |
Q: |
What if I have a question about a product? |
| A: |
If you have a question about a product, please use our convenient online e-mail form to submit questions to our knowledgeable Customer Care Representatives or call us toll-free at 1-800-658-7701. |
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| Submit Your Question |
Q: |
Does The Starter Pack Include Everything I Need? |
| A: |
Yes it includes everything you need to start enjoying your new hookah pipe today! |
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| Submit Your Question |
