FAQ
What happens after I place an order?
When your order for a hookah or other items is placed on Qloudedhookah.com, you will see a "Thank You" page, which will contain an online order confirmation number. This is confirmation that your order has successfully been placed. Your order is then sent over a secure connection to SouthSmoke.com. If placed between 8:00 AM and 5:00 PM EST it will then be processed within an hour. If placed after 5:00 PM EST your order will be processed at 8:00 AM EST the following day. If placed after 5:00 PM EST on Friday, your order is not guaranteed to be shipped until Monday. Weekend orders, although processed, may be shipped on Monday. Please be advised that although we strive to fulfill your order within 24 hours, the typical fulfillment time with our company, as well as any other company is 1-2 Business Days. If you would like to make a request to have your order rushed or if you require your order to be received before a certain date, please contact the Qloudedhookah.com Customer Service Center Toll Free at 888.57.SMOKE (888.577.6653). You will receive an email confirmation once your order has been received by SouthSmoke.com. If there are any problems with your order, one of our customer service associates will contact you by phone or email.
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What if I do not receive an order confirmation via e-mail?
You will receive an order confirmation message via e-mail shortly after Qlouded Hookah receives your order. If you do not receive this message within one hour of placing your order, there might be a delay on the Web due to traffic. If this happens, please feel free to contact us at XXX-XXX-XXXX to ensure that your order is being processed.
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Can I change the delivery address?
We will be happy to change the delivery address as long as your order has not been delivered or is not on its way to being delivered. To request a change to your order's delivery address, please contact us at XXX-XXX-XXXX.
Is it safe to use my credit card online?
We never send personal information, such as your credit card number, over the network in a way that is readable to anyone but us. We encrypt your information and send it over the Internet using SSL (secure socket layer) technology. When your browser is in secure mode, you will notice a blue bar at the top of the browser window and an unbroken key or lock icon at the bottom left corner of the window.
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Can I cancel an order?
If your order has not already been delivered or is not on its way to being delivered, we can easily cancel it. To do so, please get in touch with our customer service department immediately at XXX-XXX-XXXX. If your order has already been sent out for delivery, we can NOT cancel it. If your order is scheduled for a delivery date in the future, you can call us XXX-XXX-XXXX or email us at qloudedhookah@gmail.com with your request to cancel.
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When will my credit card be charged?
Qluded Hookah will attempt to secure authorization on your credit card at the point of purchase online. If there is a problem securing this authorization you will be notified on the spot and prompted to use another card. If we receive verification of sufficient funds, your order will be completed. Your account will be charged in 24 to 48 hours.
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Was my Coupon/Certificate Code applied?
If you were eligible for a discount on your order as a result of providing Qlouded Hookah with a coupon or certificate code during the order process, rest assured that it was applied on the back end before processing your order.
What payment methods do you accept?
​We accept payment via Apple Pay, Visa, MasterCard, Discover, and American Express.
To ensure that your order is processed for shipping as quickly as possible, please make sure that the billing address you provide us matches the billing address registered to your payment method.
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What if my card payment is declined?
There are many reasons a card might be declined including some we can help with from our end. Please contact customer service for more information.
Privacy & Safety
Our Commitment to Privacy:
Your privacy is very important to us. To better protect your privacy, we provide this notice explaining our online information practices and the choices you can make about the way your information is collected and used. If you have any questions or concerns about this policy, you may contact us at any time for further details.
We will never sell, share, or otherwise give out your information to others in any ways different from those disclosed in this policy. By visiting qloudedhookah.com, you are accepting the practices as described below.
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The Information We Collect:
This notice applies to all information collected or submitted on the www.qloudedhookah.com website. On some pages, you can order products, make requests, and opt in to receive emails. You may decide not to provide certain information, but that may prevent you from using key features of our online shopping experience.
To process an order, we require you to provide billing information (credit card), shipping and any other necessary contact information (email address/phone number). This information is secure and will never be made publicly available to other parties, and will only be used by our staff to process orders. Your credit card information will only be shared with our bank for payment authorization, and we do not save this information in our database.
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The Way We Use Information:
We use the information you provide about yourself when placing an order only to complete that order. We do not share this information with outside parties.
We use and store email addresses to answer any emails we receive from you, or to contact you (by email or by phone) if any order-related issues arise. Your email address is also used to provide you with order and shipping confirmations so you can more clearly track the progress of your order as it makes its way through our system.
Contact information is not used for any other purpose and is not shared with outside parties. You can opt to register on our website if you would like to receive frequent email updates on our new products, services, and promotions. Information you submit on our website will not be used for this purpose unless you "opt in" on our website. You may also un-subscribe to this email at any time.