Who we are
Our website address is: thehookahshop.com.
Why do we gather information?
Through our website and emails, including when you place an order, we may collect the following information: your name, telephone number, email address, billing information (credit card number, expiration date, and billing address), products purchased, and recipient’s name, recipient’s telephone number, recipient’s address, and recipient’s email address. Information is collected even if you decide to cancel an order. If you register to be a member on our website, we request your name, date of birth, address, telephone numbers, email address, and other information.
What information do we collect?
Through our website and emails, including when you place an order, we may collect the following information: your name, telephone number, email address, billing information (credit card number, expiration date, and billing address), products purchased, and recipient’s name, telephone number, address, and email address. Information is collected even if you decide to cancel an order. Also, if you register to be a member on our website, we request your name, address, telephone numbers, email address, and other information.
How do we use cookies?
A “cookie” is a small file stored on your computer by a website which gives you a numeric user ID and stores certain information about your activity on the site. We use cookies in order to find out whether you are a prior customer, and recommend certain gifts that pertain to your taste. We do not store any personal or financial information about you when using cookies.
Most web browsers automatically accept cookies, but most allow you to instruct your browser to prevent the use of cookies. If you decide to disable cookies, certain features on our website will not function properly.
How do we use the information we collect about you?
We use the information collected on our website to process your orders, to provide an enhanced and more personalized shopping experience, and to inform you of offers and discounts offered at thehookahshop.com. We will never sell or share your information to third parties without your express consent. Please understand that certain products displayed and sold on the thehookahshop.com website are subject to strict governmental control and compliance. In the event your information is lawfully subpoenaed by any private or governmental party during the pendency of any lawful audit, investigation and/or litigation, arbitration, or the like, SouthSmoke.com shall take all measures permitted by law to protect your information including applying for a protective order, redacting your personal information or even notifying you personally of the subject audit, investigation and/or litigation, arbitration, or the like and otherwise permitting you to intervene in order to further protect your information.
Links
Thehookahshop.com may contain links to other sites on the Internet that are owned and operated by third parties. You acknowledge that SouthSmoke.com is not responsible to its customers or any other person for the operation of or content located on or through any such website owned and/or operated by any third party. SouthSmoke.com wants you to be aware that when you click on links and/or banner ads that transfer you to third-party websites, you will be subject to the third parties’ privacy policies, and not ours. While we completely support the protection of your privacy on the internet, we cannot be responsible for the actions of third parties. We encourage you to read the posted privacy statement and user terms and conditions whenever interacting with, and prior to providing any personal information to any third party website.
Your Security
Here at The Hookah Shop and thehookahshop.com, we handle all information security very seriously. Every order placed with thehookahshop.com is processed through our security team that undergoes vigorous background checks before employed on the security team. During this process, your order may be flagged as a security risk at which time we will void your order and not proceed with the order any further. Rest assured you will not be charged the amount via debit/credit card if you’re order is not processed. Thehookahshop.com can offer no guarantee nor advise you on how to place an order to avoid your order being determined a security risk by our security team. Each order is analyzed on an isolated basis. Even a successful prior order history does not guarantee a future orders success. While you are welcome to contact our customer service team at [email protected], our customer service operating hours are Monday through Friday, from 10AM to 8PM EST. We are unable to overturn the decisions made by our security team. While we can request a second review by our security team as a one-time courtesy, their decision is final. Our security process is proprietary and thus we are not permitted to discuss the nature of the information analyzed, our processes, nor permit our customers to interact with our security team. We do apologize for any inconvenience this causes, but we are simply striving for a safe community for our customers and the internet marketplace as a whole.
For More Information-
The Hookah Shop welcomes feedback concerning its privacy policy. Please send your questions or concern via our Contact Us section.
Return Policy
TheHookahShop.com wants you to be 100% satisfied with your order. You may return all unused items purchased at TheHookahShop.com within 14 days of the original delivery for a refund (less shipping costs and a 15% restocking fee) for all domestic returns. Once a shipping label is printed, scanned, and the package is delivered, the shipping cost cannot be refunded. Items (including freebies) left out of the returned package will be deducted from the refund at full retail value.
International orders that are “refused” or “returned” are subject to a 25% restocking fee. Shipping costs will also not be refunded. The customer is responsible for any additional taxes levied by customs.
Please be sure to email [email protected] to return/exchange an item. For any defective items, please contact the manufacturer. If items are broken during shipment, please contact us via email or text at 313-200-1873. We will assist you with filing a claim with the shipping company. Our products are shipped securely and with the use of “fragile handle with care” stickers. We do not have any control over the package once it is dropped off at USPS or UPS. We also do not control the transportation of the packages and cannot assume responsibility of any broken items. Any unused condition items will be accepted and refunded within the limitations of the 14-day time period. For returns/exchanges other than broken or defective items, the customer maintains responsibility for the return shipping amount.
Due to certain liabilities and legal regulations, any used items (i.e. used Hookah pipes, used Hookah hoses, or any other used accessory) or opened items (i.e. opened boxes, packaging, or jars of shisha tobacco, opened coal packs, or any item where the “seal” has been broken) are not returnable. All resent items will be shipped by USPS or UPS ground domestically. All returns must be returned with an approved RMA (Return Merchandise Authorization) and are thoroughly inspected once we receive them before a credit is issued.
Shipping & Delivery
Domestic States Shipping
The Hookah Shop uses an $11.95 flat rate shipping fee that is applied to the order regardless of the weight and destination. Cases of coals are an additional $20, regardless of “Free Shipping”. (This is minimal when ordering in bulk) Sometimes, when orders are on the West Coast or have a 3-day UPS shipping time, TheHookahShop will choose USPS, so long as your order will fit into a medium flat rate box. This will not cost more or less, however, you will get your order in 2–3 days rather than 5 days.
- Flat rate shipping does not apply to international orders.
International
- For HI and AK, as well as all other countries, we must use USPS.
- Even though your order may appear to be processed, your credit card has not been charged. We will send you a quote for shipping within a day. If you agree, we will proceed.
- These are the post office costs, not ours.
- In addition, if you order a product to be delivered to another country, we can not be liable for your country’s taxes. If you are charged taxes, it will be your responsibility to pay. If you refuse the package, and it is returned to us, we can not guarantee any type of refund.
- We may request that your payment be made through Western Union due to fraud issues.