FAQs

Faq's

Q. What if something is wrong with my hookah or tobacco order?.

A. We strive for the highest level of accuracy in order fulfillment. Our orders are triple checked to ensure completeness, but occasionally mistakes are made. We also insure all packages to ensure you are protected and that your order arrives safe and sound. We will be happy to correct any mistake we make and we ask that you contact us immediately upon discovery of any errors. All breakages or damaged shipments should be reported within 5 business days of recieving the order so that we can place a claim. Please have as much information about the order (such as the order number or the name and email address used to register the account) available as possible when you contact us to ensure we can properly and quickly help solve your issue..


Q. If an order arrives damaged, or breaks upon setup?.

A. Despite the attention and care we devote to hand-packing each individual order, unforeseen circumstances while an order is in transit can damage the package contents. If something arrives damaged, follow these steps to ensure the fastest and most thorough service: Take pictures of the damaged item(s) with a digital camera or camera-phone for documentation Attach the digital pictures to an email Include a description of the problem in the email along with the order number (or invoice number) and the address to ship replacement parts to (if we decide the circumstances require items to be replaced or re-shipped) Send the email to Info@tobaccoimportusa.com After we receive the email, we will reply back quickly to notify you of the actions we take or to request additional information..


Q. What should I expect when I place my order, and how can I track my package?

A. You will receive two emails immediately after you have placed an order with us: one from our credit card processor (for your credit card receipt), and another from us with your Order Confirmation. When your order ships, we will also send a third email with a tracking number. For domestic orders (UPS) please allow 1-2 business days after you have placed your order to receive the shipping notification email. For USPS orders (International orders, domestic PO boxes, APO and Alaska & Hawaii) please allow up to 3 business days after you have placed the order to receive the shipping notification email. If you have placed an order and have not received any of the three of these emails, please contact us so we can look into your order and make sure its processed as quickly and efficiently as possible. You can track domestic packages through your tobaccoimportusa.com account by clicking on: my account - view previous orders - order details, and clicking the (red) tracking number. For international, APO, or PO box orders, enter the tracking number listed on that order invoice to www.USPS.com..


Q. Age Policy

A. Age Policy: You must be of legal age to purchase tobacco products in your location to order from ShopHookahTobacco.com. In an effort to combat credit card fraud and to prevent the purchases of our products by minors, tobaccimportusa.com reserves the right to request additional verification before an order is processed and shipped. We only ask for this information to verify the identity of the credit card holder and said information is not shared with outside parties. What happens if I cannot be verified by the Age Verification process? A small percentage of our customers may not be verifiable due to limited availability of publicly available information contained within Age Verification databases. If this happens, we will attempt to contact you via phone and email to verify your age. To do this we typically require a copy of your drivers license or some other form of government issued ID that verifies your date of birth.


Q. Ordering

A. ONLINE ORDERS. Orders can be placed online using a valid credit card (Visa, Discover, and American Express). We use an SSL (secure socket layer) encryption certificate which is a highly sophisticated encryption software to ensure that your orders over the Internet are safe and secure. For Gifts: Please make a comment in the "customer comments" field found on the first page of the checkout process (e.g. "this is a birthday gift, please do not send invoice with order"). TELEPHONE ORDERS Call us at 1-313-221 0000 to place an order over the telephone. CASHIERS CHECKS OR MONEY ORDERS Shop online and select "Mail Order" as your payment method. Print out your final invoice (including shipping costs) and mail payment to: Tobacco House 7251 Oakman Blvd Dearborn, MI 48126 Please make money orders or cashiers checks payable to "Tobacco House." Please include a copy of your drivers license or government issued identification for age verification purposes. As soon as we receive payment we will process and ship your order.