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Shipping & Return Policy

We ship out of New Orleans, LA. All orders are packaged discreetly with the packaging materials necessary to ensure that everything arrives in pristine condition. Our goal is to ship your order within 1-3 business days of the time the order was placed. Delays include, but are not limited to, holidays, inclement weather, out-of-stock items, and resolution of any verification of the order.

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Domestic Shipping Methods

UPS is the recommended shipping method for domestic shipments within the 48 lower states. Please keep in mind that UPS will not ship to a P.O. Box or an APO address unless the physical address for the Post Office is also listed. 

  • UPS Ground - This is the most basic shipping method we offer for domestic shipping. 1-5 business days from when your order ships out depending on your shipping destination.

  • UPS 3-Day Select - Guaranteed 3 business days from the time the order ships out.

  • UPS Second Day Air - Guaranteed 2 business days from the time the order ships out.

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

  • USPS Priority - Estimated 3-5 business days from the time the order ships out. USPS should be used to ship to a P.O. Box.

  • USPS Express - Typically next business day delivery to most U.S. addresses and P.O. Boxes.

  • For weekend delivery, please contact us so we can discuss your options.

 

International Shipping Methods

Orders are billed in U.S. dollars. Please note that the customs office of your country may impose additional duties on your order. Any additional duties assessed on an order are the responsibility of the recipient listed on the package. We strongly advise you to contact your local customs agency for duty information and be prepared to pay any duty fees required by your government. It is the sole responsibility of the customer to ensure that the importation of shisha tobacco and/or hookah products is permissible by law within their country of origin.

 

Refused international orders are subject to a 15% restocking fee upon return to our warehouse. International shipping ship times are merely estimates and your package may arrive sooner or slower depending on the efficiency of your country`s post office and time to process shipments through customs. International order shipping estimates do not include customs clearance times.

  • Priority Mail International - Travel time is an estimated 8-14 business days to most countries. This is the most basic shipping method we offer for international shipping.

  • Express Mail International - Estimated 5-8 business day ship time for international shipments.

  • Be aware that we use a 3rd party courier service to transport packages from our warehouse to the international airport. Please allow a few days after your order has shipped for the package to reach the airport and your order to become trackable.

How do I return a damaged or defective item?

  • Any product issues must be reported to us within 30 days of receiving the order.

  • Anything you`d like to return must be returned unused. At this time shisha can not be exchanged or returned, in any condition. 

  • If the item you ordered is damaged or defective when you open your package, it is possible we will not require a return. Your first step is to snap a photo of the items in question within 30 days and email the images to us at qloudedhookah@gmail.com with a short explanation of the issues at hand -- we`ll take it from there.

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What if the item is not damaged or defective and I just want to return it?

  • This is also an option. If you feel like the product you ordered was not up to your expectations, contact us within 30 days via phone, email or with your order number to let us know you are planning on sending back product for a refund.

  • Refunds can be issued back to the card used to place the order, or in the form of Reward Points (store credit). Please note that credit card refunds can take up to 3-5 business days to be processed.

  • In many cases, you will be responsible for the return shipping costs and subject to a 15% restocking fee at our discretion.

  • International Customers - Due to the nature of international shipping, it is not possible for us to send a return shipping label for orders shipped outside of the United States. Please contact us via email at qloudedhookah@ gmail. com or use our Live Chat function above to find a solution.

 

Please Address Returns to:

0000 Example Drive
New Orleans, Louisiana 
71099

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