Q. My order status shows as Queued. What does that mean?
A. When an order shows as Queued it means that your order has been received and is in the queue for shipping.
Q. My order status shows as Processed. What does that mean?
A. When an order shows as Processed it means that your credit card has been charged and your order is getting ready to be shipped.
Q. My order status shows as complete. How can I track it?
A. When your order is marked as complete you should receive an automated email with your UPS or USPS tracking number. In case you do not receive that email you can access your order history by clicking here (you must have created an account to view your order history).
Q. How long does my order take before it leaves your warehouse?
A. Though we try to get all orders out the next business day, there are times when we are waiting to restock on a specific item or there are many orders in the queue. Therefore we ask for 2-3 business days processing time in case one of the mentioned situations occur.
Q. I placed by order with UPS Ground, How long does it take for my order to arrive to my location?
A. UPS Ground orders can take up to 5 business days in transit (Excludes Saturday and Sunday) within the continental United States and 6 business days to Puerto Rico. To view a UPS transit time map please click here.
Q. Where is my order shipping from?
A. 99% of our products ship from our main warehouse in Montebello, California. Fumo products ship directly from the manufacturer in Florida.
Q. Can I place my order over the web and pick it from your location?
A. Yes, we accept order pick-ups by appointment only. You must place your order over the web and call us at 1.866.4HOOKAH before you come and pick-up your order. Though shipping charges will appear on your invoice, they will be waived once you come in to our warehouse.
Q. What are SmokeRings™ and how can I use them?
A. SmokeRings™ are a great way to earn money back on your purchases. You may also earn SmokeRings™ by referring friends to our wesite and by reviewing our products. To learn more about SmokeRings™ click here.
Q. Why does my .edu (student) discount NOT show on my invoice when I place my order?
A. All student discounts are applied when the credit card is captured. Your .edu discount will not show on your invoice but you can be assured that it will reflect in your credit card or bank statement. Please note that there are times when the transaction total will appear in full on your credit card or bank statement however it will be readjusted later.
Q. How do I use my Gift Certificate Code?
A. Make sure you enter your Gift Certificate code under Payment Information. Select Gift Certificate as the payment method and enter your code in the provided field. If you have a remaining balance after the Gift Certificate code has been entered. You will be led back to the same page to select a different payment method to complete your purchase.
Q. Do you ship outside of the United States and how much will shipping cost?
A. We ship to many countries outside of the United States including Germany, France, Denmark, Austria, Great Britain, Canada, Australia, Brazil, Poland and Sweden to name a few. Shipping charges can be calculated by adding the desired product(s) to your shoppong cart and proceeding with the checkout process. Once you enter your full address you will see the shipping charges based on the products in your cart.