SHIPPING RATES
Shipping rates are determined according to the weight of the items ordered as well as the dimensions of the package required to ship all item(s). Your total shipping charges will be automatically computed during checkout prior to the completion of the order. At checkout you can choose from the various delivery options for your location.
SHIPPING TIMES
DOMESTIC SHIPPING SERVICES
| FedEx Home Delivery® | ► Available throughout all 50 states ► Orders must be placed by 1pm ► No P.O. Boxes ► 1–5 business days within the contiguous U.S.; 3–7 business days to and from Alaska and Hawaii ► Tuesday – Saturday. Delivery is between 9am and 8pm |
| FedEx Express Saver® | ► Available throughout all states except Alaska and Hawaii ► Orders must be placed by 1pm EST ► No P.O. Boxes ► Delivery to businesses by 4:30pm. and to residences by 7pm., in 3 business days. |
| FedEx 2nd Day® | ►Available throughout all 50 states ► Orders must be placed by 1pm EST ► No P.O. Boxes ► Delivery by 4:30pm in 2 business days to most areas (by 7pm to residences). Delivery to some rural areas of Alaska and Hawaii in 3 business days. |
| FedEx Standard Overnight® | ► Available throughout all 50 states ► Orders must be placed by 1pm EST ► Not available in all areas of Alaska and Hawaii. Orders must be placed by 2:00pm ► No P.O. Boxes ► Next-business-day delivery by 3pm to most U.S. addresses; by 4:30pm to rural areas |
| FedEx Priority Overnight® | ►Available throughout all 50 states ► Orders must be placed by 1pm EST ► No P.O.Boxes ► Next-business-day delivery by 10:30am to most U.S. addresses; by noon, 4:30pm or 5:00pm in remote areas; by noon, 1:30pm or 4:30pm on Saturdays |
INTERNATIONAL SHIPPING SERVICES
Due to the delicate nature of credit cards and international orders, we must take special precautions to ensure the identity of the cardholder. This is for the safety of all of our customers. The form and the required pictures of both ID and Credit Card allow us to validate an order in the safest and most efficient way possible. The form can be filled out digitally, but the signature line must be signed by hand.
► Click here to download the Card Authorization Form
| UPS Standard to Canada® | ►From the U.S. to 100 percent of Canada.
► No P.O. Boxes ► Rates do not include customs clearance ► Brokerage fees, duties, and taxes are billed to importer upon delivery |
| FedEx International First® | ► Outbound delivery in 2 business days as early as 9am to select European countries from the U.S.
► No P.O. Boxes ► Outbound delivery as early as 9am in 2 business days to postal codes in Belgium, England, France, Germany, Italy, the Netherlands, Spain and Switzerland ► Rates do not include customs clearance ► Brokerage fees, duties, and taxes are billed to importer upon delivery |
| FedEx International Priority® | ► Speed and reliability to more than 220 countries and territories
► No P.O. Boxes ► Time-definite delivery typically in 1, 2 or 3 business days. Reach major cities in Europe by noon typically in 2 business days ► Rates do not include customs clearance ► Brokerage fees, duties, and taxes are billed to importer upon delivery |
| FedEx International Economy® | ► Time-definite delivery typically in 2–5 business days (typically 2 or 3 business days to Canada, Mexico and Puerto Rico)
► No P.O. Boxes ► Rates do not include customs clearance ► Brokerage fees, duties, and taxes are billed to importer upon delivery |
INTERNATIONAL, APO, FPO ADDRESSES
Due to the delicate nature of credit cards and international orders, we must take special precautions to ensure the identity of the cardholder. This is for the safety of all of our customers. The form and the required pictures of both ID and Credit Card allow us to validate an order in the safest and most efficient way possible. The form can be filled out digitally, but the signature line must be signed by hand.
► Click here to download the Card Authorization Form
| United States Postal Service Express Mail | ► Available for
delivery to international, APO & FPO addresses ► Delivery within seven to fourteen business days ► Tracking number provided ► Rates do not include customs clearance ► Brokerage fees, duties, and taxes are billed to importer upon delivery |
INSURANCE
Each shipment is automatically insured for up to $100 at absolutely no cost to the customer. For each additional $100 it is only $0.35 extra.
TRACK YOUR PACKAGE
After your order
has been shipped, you will receive a confirmation email with your
shipment tracking number.
You may also
track your package by calling the FedEx Customer Service line at 1.800.463.3339
► United States Postal Service – track your package at USPS Package Tracking
You may also
track your package by calling the USPS Customer Service line at
1.800.275.8777
► UPS Service – track your package at UPS Package Tracking
You may also
track your package by calling the UPS Domestic Services line at
1-800-PICK-UPS (742-5877)
or International Services line at 1-800-782-7892
DAMAGES
If your order arrives with merchandise that is damaged, please hold on to all original packaging and contents, and contact our Customer Service at 1.866.208.1339 immediately and no later than 3 business days from the date of confirmed delivery. All damage claims must be reported within 3 business days from confirmed delivery to insure that your claim may be processed and approved with the shipping carrier. Reporting damages more than 3 business days from confirmed delivery may result in your claim being denied by the carrier.
RETURNS & EXCHANGES
► HOW
TO RETURN OR EXCHANGE
If your order arrives with merchandise that is incorrect,
missing, or defective, please contact our Customer Service toll-free
at 1-866-208-1339 within 5 business days of confirmed delivery of your merchandise.
Incorrect or missing items must be reported within 5 business
days of delivery, so that your claim may be processed and approved
in a timely manner. Merchandise that is found to be defective
may be repaired or exchanged, please contact our Customer Service
as soon as possible for additional details.
We want you to be completely satisfied with your purchase. Simply return the items you do not want unused and in original condition within 30 days of confirmed delivery of your package and we will refund the purchase price or exchange the item. Shipping charges are non-refundable unless the return is due to our error. No restocking fee will be charged for shipping error. All other returned merchandise is subject to a 10% restocking fee. Merchandise that has been used and is found not to be defective or damaged or merchandise that has been opened and deemed disposable will not be accepted and will be returned to the customer at the customer's expense.
Merchandise should be returned via a pre-paid, insured, and traceable method to ensure a safe and documented delivery. Return packages will be processed within 3 business days and customer will be contacted.
► REFUSALS & NON-DELIVERABLES
Customer is responsible for any customs and duties that are applicable to the order. These are processed and calculated by the customs brokerage upon entrance into any country other than the USA. The charges are payable upon delivery. Refusal of these charges will result in the package being returned to Discover Hookah at an additional shipping rate that will be billed to the customer.
Incorrect addresses may also result in returned packages. If customer decides to have the package reshipped to a deliverable address, the applicable shipping charges will be billed again. If the customer decides to decline reshipment, the order will be restocked and customer will receive a refund of the purchase price of the merchandise, minus the shipping charges and a 10% restocking fee.
ON HOLD ORDERS
An order will be placed on hold if there is a problem with the billing address, an item is out of stock, or if tobacco is on an order shipping to a residential address in Washington State. A Customer Service Representative will contact the customer via the email address and phone number they provided on their order. The customer will have 3 days to respond. After the allotted 3 day period, the order will be changed and shipped out. If the order is on hold for a Washington State address, the tobacco will be changed to Evolution Herbal Shisha. Any out of stock products will be changed to a similar product and shipped out. An order on hold for an incorrect billing address will be canceled and the order refunded. Please contact a Customer Service Representative if your order is placed on hold as soon as possible to avoid any unwanted changes to the order and a delay in shipment. Call toll-free: 866.208.1339 ext. 7019 or email: help@discoverhookah.com
