Shipping & Returns

Our online store is open for business and shipping out your orders, both domestically and internationally.

DOMESTIC ORDERS

Due to COVID-19, we have noticed that USPS is experiencing delays in scanning and processing on some shipments at this time. Please note that delays might occur with your order, so we recommend to wait patiently for up to 5 business days for tracking to update once you have received a tracking email. You may contact your local USPS or delivery person for updates in regards to regular mailing services.

INTERNATIONAL ORDERS

International orders shipped with the USPS First Class Package Service might take up to 45 business days to be delivered due to limited flights, social distancing requirements, and increased parcel volumes. 
USPS Priority Mail International deliveries might take up to 30 business days due to the same reasons.

We will update if there are any news regarding the current situation. We greatly appreciate your patience and understanding.

We ship out of Miami, Florida, United States. All orders are packaged carefully with the packaging supplies necessary to guarantee that merchandise arrives in perfect condition. We aim to dispatch all orders within 1-2 business days of the time the order is placed. Delays include, but are not limited to, holidays, inclement weather, and resolution of any verification of the order. We process orders Monday to Saturday, including U.S Federal Holidays. All shipping time frames are counted in business days.

USPS First Class Package - 5-10 business days in transit (6-12 business days during COVID-19).

USPS Priority - 2-5 business days in transit (4-8 business days during COVID-19).

USPS Parcel Select Ground - 2-8 business days (4-10 business days during COVID-19).

USPS Priority Mail Express - 1 business day in transit (2 business days during COVID-19).

UPS Ground - 1-5 business days in transit, depending on your shipping destination.

UPS 3-Day Select - 3 business day lead time from the time the order ships out.

UPS Second Day Air - 2 business day lead time from the time the order ships out.

UPS Next Day Air Saver - next day delivery from the time the order ships out.

USPS Operations Date: Monday - Saturday. 

Please keep in mind that UPS will not ship to a P.O. Box or an APO address. 

We ship internationally. The shipping rates are based on your location and the weight of your order.

Please note that your local customs office of your country may impose additional duties on your order, inspect it, or confiscate it. By placing an international order, you are agreeing and accepting all risks and liabilities for importing tobacco into your country.
We advise you to contact your local customs agency for duty information and to be prepared to pay the duties if necessary. These charges are not inclusive of the original shipping amount and will not be paid for or reimbursed by Thehookahlab.com. We are not responsible for knowing or enforcing the tobacco importation laws of your country.

For orders returned to The Hookah Lab from a Customs Office, customers will be refunded the value of the products we receive. Shipping charges are non-refundable. If the return of your package incurs any type of return fees, those charges will be deducted from your refund of the returned items. If any of the returned products arrive damaged or opened, they cannot be refunded. 

Please note that all prices are listed in USD and will not be automatically converted into your local currency upon checkout. Thehookahlab.com is not responsible for any conversion fees associated with international orders.

Some shipping methods may be unavailable for certain international locations.

Please note that international shipping times are merely estimates, and your package may arrive sooner or slower, depending on the efficiency of your country's post office and time spent in customs.

Thehookahlab.com strives to ensure that all orders go out in a perfect condition to offer the best customer experience. For customers choosing to ship their order to a mail or freight forwarding service, this guarantee is voided once the package arrives safely and undamaged with the forwarding service’s US address. These services typically repackage our products. Therefore, we cannot be held responsible for damages, missing items, and/or other issues that occur after initial delivery. Once the order has arrived safely to the shipping address provided on your order, thehookahlab.com is no longer responsible for the delivery of and/or condition of the order, including but not limited to issues with loss, damages and breakage, customs seizure, missing items, etc. 

A confirmation of your order will be emailed to you after your purchase is finalized. Once your parcel has been dispatched, thehookahlab.com will also send you a shipping confirmation email.

Customers are responsible for entering the correct shipping addresses and are encouraged to check them prior to submitting an order. Please note that erroneous and incomplete address submissions inputted by the user will cause delays, returns, and other issues that will impact the successful shipping of your order. Once a package has been shipped, we cannot redirect it. Thehookahlab.com is not responsible for, nor able to refund or replace orders shipped to the incorrect address.

Lost or undelivered packages are not the responsibility of thehookahlab.com, and any issues arising from packages not received must be resolved by the customer, with the postal carrier in use. Thehookahlab.com strives in the upkeep and resolution of such matters, and any erroneous shipping issues must be reported within 48 hours of the last tracking update.

Thehookahlab.com wants you to be 100% satisfied with your order. You may return all unused items purchased at thehookahlab.com within 30 days of the original delivery for a refund(less shipping costs and a 15% restocking fee). Please be sure to carefully read the instructions below on how to return/exchange an item.

It is recommended that you initiate the return process as soon as possible to ensure that we receive your package at the appropriate time. 

We will replace or exchange defective or broken items free of charge within the limitations of the 30 days and the unused condition of the returned items. For returns/exchanges other than damaged or defective items, the customer maintains responsibility for the return shipping amount.

Any used items (i.e., used hookahs, used hookah bowls, or any other used accessory) or opened items (i.e., opened boxes, packaging, or containers of hookah tobacco, opened coal packs, or any item where the "seal" has been broken) are not returnable. 

All returns will be thoroughly inspected once we receive them before a refund is issued. 

Please allow 2-5 days for a refund to reflect on your bank statement once your return has been processed.

Customer Service is available Monday through Friday: 10:00-8:00 p.m. EST. Please contact us at +1 (786) 305-5241 and/or email us.