7-Day Policy

Please call customer service at (213) 628-1200  or email us at hookahcorp@gmail.com and we will assist you.  
The customer will have 30 minutes from the time the order was placed to make any changes to the orders. 
Customers have 7 business days from the day that the order was received to report the following:
  • Damaged items, lost packages/items.
  • If customer is at fault (eg. buyer’s remorse), order is subject to a 20% restocking fee and $15 return label fee (per label).
  • If order is rejected, customer will be responsible for $18 Fedex return label fee (per label).
  • If customer is not at fault, all fees will be waived. 
  • Shipping charges are refunded only when the product was mis-shipped or defective upon arrival.

All custom orders are final sales and cannot be returned.It is the customer’s responsibility to properly pack, ship and ensure the contents of all returned packages are sent using a traceable ground shipping method.

Change of Address and Incorrect Address

Any addresses submitted incorrectly will be charged a $25.00 charge for corrections/re-shipment. Please note any changes made to an address in transit will delay the packages.

Please be advised there will be a 25% restocking fee for all C.O.D. returned orders after a delivery carrier’s 3rd attempt to deliver and collect payment. This includes, but is not limited to, store owners and/or employees declining delivery, resulting in the shipment being returned to Downtown Hookah Connection.  The 25% restocking fee is based upon the order’s total procurement amount.

Damage Or Broken? 
Items must be reported within 48 hours from the time of delivery. We will not accept any claims after 48 hours and are reviewed on a case by case basis.
In most cases, we do not require you to mail us your defective products. Proof of Damage of each defective or damaged item must be sent to Hookahcorp@gmail.com within the frame Time. If we do not receive your Claim in the 7 days Policy, your claim will be rejected and closed.

Backorder Items

Sometimes we are out of stock on a few products and can’t get it shipped out with the rest of your order. We don’t charge for any backorder items unless customers approves it. If its not in stock it will not be in your invoice and will not be charge.