Frequently Asked Questions

• What is the status of my order?

  
  

  To check your order status, please log in to your account here

• How long will it take to receive my order?

  
  

  Your order will take 3-4 days to process and 5-7 days to receive it. If you have any problems please contact us.

• What is your return policy?

  
  

  All returns must be shipped back to the HookahStore within 14 days of purchase. All orders must return in unused condition with all the accessories. The customer must pay the return shipping cost. There is also a 15% restocking fee that will be charged on the credit that was used to purchase the item. We the hookahstore are not responsible for any damaged or confiscated items while being shipped.

• How do I pack a hookah bowl?

  
  

  This varies on the type of bowl and tobacco but it is common to lightly sprinkle the tobacco into the bowl leaving about .5" under the rim of the bowl. Next you cover the bowl with a sheet of foil very tightly (creating what is sometimes referred to as a "drum" effect) and poke holes through the foil (generally using a toothpick but there are also several variations to this). This ensures that there is good airflow through the head and that the tobacco does not touch the foil.

• How long does a bowl last?

  
  

  This varies from bowl to bowl but generally one should get anywhere from 45 mins. to an hour out of a standard sized bowl. Different depths and width as well as designs (such as the funnel bowl) can either decrease or increase the longevity of a bowl.

• When do I know my coal is fully lit?

  
  

  Coals come in various shapes and forms. Some coals can be light by simply holding them up to a lighter for about a minute. These coals are often referred to as quick-lighting coals. Natural coals and silver tab coals, however, require a stove to be lit fully (some use a blow torch but it is not as efficient as using a stove and will most likely take much longer). A coal is considered to be fully lit when it is thoroughly red. When placing the coals on the bowl, the common way is to place them around the edge of the bowl and rotate them around the edge as the session progresses remembering to ash them on the "ash" tray so that minimal ash gets into the bowl. This makes for the best heat management and a longer session.
  
  Warning! do not attempt to use charcoal that is not specified as hookah charcoal. If one uses standard charcoal the CO2 levels can often make one very ill.

• How much water should I add to my vase?

  
  

  Generally it is known that one should add water to about 1"-1.5" above the bottom of the stem.

• How often should I clean my hookah?

  
  

  This question has several answers. If you smoke fre quently then clean your hookah after ever 4 sessions or so. If you smoke only once in a while make sure to give it a good cleaning after every session. Cleaning a hookah well and making sure it is dry before putting it away is extremely important to maintaining the quality of flavor you get. Keeping it clean also ensures your hookah will last for a long time.

• The tobacco is harsh, what do I do?

  
  

  This could be because the tobacco is almost burned out or you have too much (or too large) coals on the hookah. Also, there could be too many holes (in the aluminum foil) or the holes are too large.

• My Hookah doesn't seem to be smoking right. What do I do?

  
  

  1. Check your bowl. The most common mistake that people make is packing the shisha too tight. Make sure break the shisha apart and lightly sprinkle it into the bowl. Make sure its level with the bowl. Place your foil on top and shake it a little, you would hear the shisha moving around which is a good thing.
  
  2. Another common mistake is that the water level is to high. When filling the vase with water makes sure the water fills up to the bottom of the bottleneck.

Shipping & Returns

Shipping is a flat fee of $10 for orders up to $150. All orders of $150 or more will receive FREE ground shipping. This offer only applies to the contiguous 48 states. Transit times vary by location, but usually take on average 4-7 business days to arrive. We currently only ship to the U.S. and its territories, APO, FPO, DPO and Canada.

Shipping to Alaska, Hawaii, Canada or APO, FPO, or DPO Addresses
Shipping is a flat fee of $29.99. Standard Shipping Deliveries may take longer--up to 21 days for APO, FPO, or DPO addresses

All returns must be shipped back to the HookahStore within 30 days of purchase. All orders must be returned in unused condition with all the accessories, in the original packaging. The customer must pay the return shipping cost. There is also a 15% restocking fee that will be charged on the credit that was used to purchase the item. We at the HookahStore are not responsible for any damaged or confiscated items while being shipped.

All returns must be accompanied by a Return Authorization (RA) number. To request a RA number, please contact us.

Product Guarantee

We at the HookahStore wan't you to be satisfied with our products. That's why we offer a 30-day money back guarantee. All returned products must be in their original condition and complete in order to receive a full refund. Any missing pieces will be deducted from the refund amount. Please contact us for a Return Authorization (RA) number to process your return.

Secure Shopping Guarantee

Welcome to HookahStore.com (the "Site").

We understand that privacy online is important to users of our Site, especially when conducting business.
This statement governs our privacy policies with respect to those users of the Site ("Visitors") who visit without
transacting business and Visitors who register to transact business on the Site and make use of the various services offered by HookahStore.com (collectively, "Services") ("Authorized Customers").

"Personally Identifiable Information"
refers to any information that identifies or can be used to identify, contact, or locate the person to whom such information pertains, including, but not limited to, name, address, phone number, fax number, email address, financial profiles, social security number, and credit card information. Personally Identifiable Information does not include information that is collected anonymously (that is, without identification of the individual user)
or demographic information not connected to an identified individual.

What Personally Identifiable Information is collected?
We may collect basic user profile information from all of our Visitors. We collect the following additional information from our Authorized Customers: the names, addresses, phone numbers and email addresses of Authorized Customers, the nature and size of the business, and the nature and size of the advertising inventory that the Authorized Customer intends to purchase or sell.

What organizations are collecting the information?
In addition to our direct collection of information, our third party service vendors (such as credit card companies, clearinghouses and banks) who may provide such services as credit, insurance, and escrow services may collect this information from our Visitors and Authorized Customers. We do not control how these third parties use such information, but we do ask them to disclose how they use personal information provided to them from Visitors and Authorized Customers. Some of these third parties may be intermediaries that act solely as links in the distribution chain, and do not store, retain, or use the information given to them.

How does the Site use Personally Identifiable Information?
We use Personally Identifiable Information to customize the Site, to make appropriate service offerings, and to fulfill buying and selling requests on the Site. We may email Visitors and Authorized Customers about research or purchase and selling opportunities on the Site or information related to the subject matter of the Site. We may also use Personally Identifiable Information to contact Visitors and Authorized Customers in response to specific inquiries, or to provide requested information.

With whom may the information may be shared?
Personally Identifiable Information about Authorized Customers may be shared with other Authorized Customers who wish to evaluate potential transactions with other Authorized Customers. We may share aggregated information about our Visitors, including the demographics of our Visitors and Authorized Customers, with our affiliated agencies and third party vendors. We also offer the opportunity to "opt out" of receiving information or being contacted by us or by any agency acting on our behalf.

How is Personally Identifiable Information stored?
Personally Identifiable Information collected by HookahStore.com is securely stored and is not accessible to third parties or employees of HookahStore.com except for use as indicated above.


What choices are available to Visitors regarding collection, use and distribution of the information?
Visitors and Authorized Customers may opt out of receiving unsolicited information from or being contacted by us and/or our vendors and affiliated agencies by responding to emails as instructed, or by contacting us here


Are Cookies Used on the Site?
Cookies are used for a variety of reasons. We use Cookies to obtain information about the preferences of our Visitors and the services they select. We also use Cookies for security purposes to protect our Authorized Customers. For example, if an Authorized Customer is logged on and the site is unused for more than 10 minutes, we will automatically log the Authorized Customer off.

How does HookahStore.com use login information?
HookahStore.com uses login information, including, but not limited to, IP addresses, ISPs, and browser types, to analyze trends, administer the Site, track a user's movement and use, and gather broad demographic information.

What partners or service providers have access to Personally Identifiable Information from Visitors and/or Authorized Customers on the Site?
HookahStore.com has entered into and will continue to enter into partnerships and other affiliations with a number of vendors.
Such vendors may have access to certain Personally Identifiable Information on a need to know basis for evaluating Authorized Customers for service eligibility.
Our privacy policy does not cover their collection or use of this information.
Disclosure of Personally Identifiable Information to comply with law. We will disclose Personally Identifiable Information in order to comply with a court order or subpoena or a request from a law enforcement agency to release information. We will also disclose Personally Identifiable Information when reasonably necessary to protect the safety of our Visitors and Authorized Customers.

How does the Site keep Personally Identifiable Information secure?
All of our employees are familiar with our security policy and practices. The Personally Identifiable Information of our Visitors and Authorized Customers is only accessible to a limited number of qualified employees who are given a password in order to gain access to the information. We audit our security systems and processes on a regular basis. Sensitive information, such as credit card numbers or social security numbers, is protected by encryption protocols, in place to protect information sent over the Internet. While we take commercially reasonable measures to maintain a secure site, electronic communications and databases are subject to errors, tampering and break-ins, and we cannot guarantee or warrant that such events will not take place and we will not be liable to Visitors or Authorized Customers for any such occurrences.

How can Visitors correct any inaccuracies in Personally Identifiable Information?
Visitors and Authorized Customers may contact us to update Personally Identifiable Information about them or to correct any inaccuracies by emailing us here

Can a Visitor delete or deactivate Personally Identifiable Information collected by the Site?
We provide Visitors and Authorized Customers with a mechanism to delete/deactivate Personally Identifiable Information from the Site's database by contacting us here. However, because of backups and records of deletions, it may be impossible to delete a Visitor's entry without retaining some residual information. An individual who requests to have Personally Identifiable Information deactivated will have this information functionally deleted, and we will not sell, transfer, or use Personally Identifiable Information relating to that individual in any way moving forward.

What happens if the Privacy Policy Changes?
We will let our Visitors and Authorized Customers know about changes to our privacy policy by posting such changes on the Site. However, if we are changing our privacy policy in a manner that might cause disclosure of Personally Identifiable Information that a Visitor or Authorized Customer has previously requested not be disclosed, we will contact such Visitor or Authorized Customer to allow such Visitor or Authorized Customer to prevent such disclosure.

PLEASE NOTE:
This Site is not directed at children. Visitors and Authorized Customers are required to be eighteen years or older.