Shipping & FAQ Policy
Due to COVID-19 You may experience shipping delays.
ALL SALES AND SERVICES ARE FINAL.
ALL ORDERS SHIP BETWEEN 2-3 BUSINESS DAYS AFTER PROCESSING (NOT INCLUDING HOLIDAYS OR WEEKENDS). PRE-ORDERS Take 3-5 business days to process and 2-3 days to ship. We are NOT responsible for delays caused by USPS. To ensure that your package is properly delivered and you receive shipment within time frame we advertise, please make sure your address is fully entered and correct. SHIPPING & BILLING ADDRESS MUST MATCH
Shipping fees are non-refundable
FAQ
What is your cancellation policy?
We do not accept cancellations.
I changed my mind, can I get a refund?
Due to these items being very limited, we do not take returns for refunds or credit. ALL SALES ARE FINAL. Please make sure that before you finalize your purchase, you have selected the correct size and color of your items.
What is your return policy?
We do not accept returns. ALL SALES ARE FINAL. Please make sure that before you finalize your purchase, you have selected the correct sizes and colors of your items.
Please do not ship your items to our location with the intention to return the item and receive a refund. Items sent to our location will not be returned to the sender under any circumstance unless paid for by the sender.
Can I return or exchange a sale item?
We do not accept returns for sale items. ALL SALES ARE FINAL.
What is the processing time for sales?
Processing times for sales are automatically extended due to the amount of orders received. SALE PROCESSING TIMES DOES NOT APPLY TO BOOKINGS.
What is your exchange policy?
We do not accept exchanges. ALL SALES ARE FINAL. Please make sure that before you finalize your purchase, you have selected the correct sizes and color of your items.
We will only consider exchanges for damages or defects, or if the wrong product(s) were shipped to you by mistake.
If you would like to exchange an item due to defect or damage at the time of delivery to you, please contact customer service for authorization. Upon receipt of the returned product, we will fully examine it and notify you via e-mail, within a reasonable period of time, whether you are entitled to a replacement as a result of the defect or damage. If entitled to a replacement item due to defect or damage, we will replace the product, subject to inventory, within a reasonable period of time.
If you would like to exchange an item due to the wrong item being shipped to you, please contact customer service for authorization. Upon receipt of the wrong item, we will fully examine it and notify you via e-mail, within a reasonable period of time. If the wrong item is returned with damages or defects, you may be responsible for damages or defects that were caused after you received the item. If entitled to a replacement item due to the wrong item being shipped to you, we will replace the product, subject to inventory, within a reasonable period of time.
All requests for an exchange must be made within 48hrs after the package is received.
The item MUST be in the same condition that it was received (unwashed and unworn). We CANNOT exchange the item if it has been worn, washed, or damaged.
If we authorize your exchange, please include a copy of the receipt, your contact number, and the item information (such as name, color, and size) that you would like with your return. After we have received the package, we will contact you to confirm the details and have the new item sent out with a invoice for shipping fee to ship replacement.
All exchange shipments are the responsibility of the customer. Exchange requests made after 48 hours of receipt of the item will not be accepted.
ALL ELIGIBLE EXCHANGES ARE SUBJECT TO AVAILABILITY OF INVENTORY. ITEMS THAT ARE ELIGIBLE FOR AN EXCHANGE MAY ONLY BE EXCHANGED ONCE PER ORDER.
What if I never received my item?
If your package has been confirmed via USPS delivered and you did not receive it you must file a claim with USPS as we are not responsible for lost or STOLEN packages.
Once you file a claim with USPS the driver on your route will investigate to ensure it was not accidentally delivered to the wrong address which is the case majority of the time.
We highly recommend that you select SIGNATURE REQUIRED if you have a history of missing packages that way a person at your address must sign and collect your package eliminating the possibility of it being stolen.
If you decide to file a claim through PayPal your tracking number is automatically uploaded which will state that your package was indeed delivered / not delivered . We will not resend or refund packages when tracking confirms that the package was lost/delayed DURING TRANSIT and not for any packages that states DELIVERED in mailbox/porch/reception etc. due to limited inventory on colors and sizes and the USPS carrier at fault.
How do I contact Customer Service?
Please email us at hookaharoma@thehookaharoma.com . Please make sure to include all relevant information like your order number, style name, size and color so we can better assist you.
What payment options are available?
We accept PayPal and all major credit cards.
Do you ship internationally?
Yes. International shipments may be subject to import taxes, duties and customs fees, which are levied once your package reaches the country of destination, and are the responsibility of the recipient.
Do you ship to Post Office Boxes?
Yes, we ship packages to PO Boxes.
How do I care for my hookah?
To keep your LED Portable Hookah Aroma looking great wash after wash, please follow these instructions:
- Remove LED base
- Separate all parts of the hookah.
- Hand wash the dome, stem, diffuser, grommet, shisha tray and bowl with warm water (tray is dishwasher approved)
- Clean the inside of the hose with hot water
- Use paper towel to dry parts and remove any extra residue if needed.