Policies
Terms of use:
You must be 18 years of age or older to order any and all products offered on our website as well as participate in any contests or giveaways. We aggressively utilize all available security methods in an effort to verify age and credit card information. Any patrons violating all or portions of these terms of use may be prosecuted under law. We diligently track all credit card transactions and any misuse or fraudulent activity will be reported and may be prosecuted. Credit card fraud is a felony.
For phone orders please contact us at: 1-847-403-1213
Money Orders or Cashiers Checks:
Shop as if you were going to order online. Do NOT checkout, simply print out your final invoice including shipping information:
Mail Invoice and Payment to:
Hookah Life
2033 N. Milwaukee Ave.
Suite 317
Riverwoods, IL 60015
Make payment payable to "Hookah Life" Please include a copy of your driver's license or government issued identification for age verification purposes.
Return and Exchange Policy:
We pride ourselves on the quality of our hookah, shisha(tobacco) and hookah gear products. That's why we offer a 30 Day Money Back Guarantee on all* of our products and services. If you are dissatisfied with your purchase due to factory defects, engineering defects or general product quality just send it back for a full refund.
We meticulously inspect and test all of our products. It is our mission to provide you with the absolute highest product quality and customer experience. We are confident that you will not find a better hookah shopping experience anywhere. As always, we are greatly appreciative for any feedback and comments that can help us with the continuous improvement of the Hookah life website.
Hookah Life DOES charge a restocking fee of 5% of the order sub-total.
Shipping charges will only be refunded if the return or exchange is due to our error.
*Certain perishable goods such as tobacco and charcoals may not be accepted for return after opening. Items that have sustained obvious heavy use or general misuse may not qualify for our guarantee. Items that do no qualify for a return may be eligible for exchange. Certain other restrictions may apply.
**For all returns please call our customer service number 1-847-403-1213 or email policy@hookah-life.com for an authorization code. Returns will not be accepted without prior authorization.
*** For return or exchange shipping methods please review shipping policy.
Price-Match-Plus Guarantee:
We are confident in our products and prices. If you find a better price online or in-store within 30 days of your purchase we will gladly match it and provide you with an additional 5% discount*. We are just that confident about our prices.
We want you to be delighted with your shopping experience and through our Price-Match-Plus Guarantee we are confident that you will not find a better deal or a better product anywhere.
*Certain restrictions may apply. Overstock, clearance or otherwise specially priced items may not be eligible for our guarantee.
Shipping Policy:
All of our orders are packaged with care to insure that they arrive in perfect condition. Our shipping rates are determined based on the total weight of items ordered. We use up-to-the minute shipping rates to insure accuracy in every order processed*. Shipping will be determined at the checkout stage prior to completion of the order.
*Non-North American shipping rates are flat rates based on weight.
Domestic Orders
Shipping times will be determined by destination and usually range anywhere from 1-6 business days depending on the geographic distance from our warehouse in Illinois as well as the shipping method of choice. We will ship all orders received prior to 5 PM CST within 1 business day of verified payment. UPS does not ship to P.O. Boxes; any orders shipping to P.O. Boxes will be shipped via United States Postal Service (USPS). Orders shipped with USPS may take more then 2-6 business days to arrive. All special shipping and handling needs may be specified at checkout.
*UPS does not deliver on weekends, so plan your shipping time accordingly.
*All UPS orders are insured up to $100 USD.
Upon shipment of your order we will provide you with a UPS tracking number via email so you may track your order from our warehouse to your door in real-time.
Canadian Orders
All Orders to Canada will be shipped via UPS Canada Standard. Shipment may take anywhere from 5-10 business days to arrive. All international shipping prices include insurance, additional documentation necessary for international shipping and additional packing materials to insure the safe arrival of your hookah products.
Orders shipped to Canada may be subject to Duties/Taxes. Hookah Life is not liable for any duties/taxes imposed by the Canadian Government. All customers who are interested in shipping to Canada should contact their local customs office to get recent and up-to-date information regarding duties. We DO NOT ship our orders as "gifts" and cannot guarantee the avoidance of duties/taxes. If you plan to ship to Canada be prepared to pay local duties/taxes.
International Orders
We also ship internationally to Mexico, Central America, South America, Australia, Asia, and Europe. You can place your order on-line with us using a valid credit card. We DO NOT label international orders as "gifts" and duties/taxes may be assessed on your order. For exact duty rates please contact your local Customs office for information as each country is different. Also, please choose your shipping method wisely and note the delivery times are simply estimates and your order may arrive sooner or slower then quoted. Please email us with any international ordering or shipping questions. All international shipping prices include insurance, additional documentation necessary for international shipping and additional packing materials to insure the safe arrival of your hookah products.
Please allow 2 business days for us to ship international orders after verified payment.
Damaged or Incomplete Order
If your order arrives with merchandise that is damaged, incorrect, missing, or defective, please hold on to all original packaging and contents, and contact our Customer Service at 847-403-1213 immediately and no later than 3 business days from the date of confirmed arrival. All claims must be reported within 3 business days of confirmed arrival. Reporting damages more than 3 business days from confirmed arrival may result in your claim being denied.
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 and 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 Hookah life at an additional shipping rate that will be billed to the customer.
Incorrect addresses may also result in return packages. If customer decides to have the package reshipped to a deliverable address, the applicable shipping charges will be billed again. If customer decides to decline reshipment, the order will be restocked and customer will receive a refund of the purchase price of the merchandise, less the shipping.
Privacy Policy:
This Privacy Policy lets you know how your personal information is processed and used. We promise that we will take steps to use your personal information only in ways that are compatible with this Privacy Policy. The following policies are only in effect for the Web pages, newsletters, and opt-in announcement lists owned and operated by Hookah Life.Com, ("Hookah Life"). (The Hookah Life Network includes all Web sites and certain other Internet media properties hyper linked from the Hookah Life corporate Web site.) The following discloses our Privacy Policy.
What information are you collecting and how are you collecting it?
Every computer connected to the Internet is given a domain name and a set of numbers, that serve as that computer's "Internet Protocol" or IP address. When a visitor requests a page from any Web site within the Hookah Life Network, our Web servers automatically recognize that visitor's domain name and IP address. The domain name and IP address reveal nothing personal about you other than the IP address from which you have accessed our site.
Our Web servers also collect information about the type of Internet browser you are using, operating system, as well as which of Hookah Life's Web pages you have accessed. This information is used to help our team develop Web sites to display properly for the majority of our visitors.
Our Web servers do not automatically record e-mail addresses of the visitors.
Does Hookah Life use cookies?
Yes, Hookah Life uses cookies. A cookie is a small piece of data that is sent to your Internet browser from a Web server and stored on your computer's hard drive. Cookies are often used to provide you with a customized experience. At no time is any personal information stored within one of our cookies.
Accepting cookies through your browser is a personal choice. You can sill enjoy Hookah Life's Web sites if you choose not to accept cookies.
What information do you collect when I complete the "Contact Us" form?
Any information supplied through our contact forms is used to aid our business to respond to your request and provide you with the necessary information.
Your email address may be entered to receive Hookah Life's electronic newsletter. You can un-subscribe to this Newsletter at anytime.
Will you disclose the information you collect to outside third parties?
Hookah Life will not sell or otherwise provide the information we collect to outside third parties for the purpose of direct or indirect mass email marketing.
Hookah Life will disclose personal information and/or an IP address, when required by law or in the good-faith belief that such action is necessary to:
- Cooperate with the investigations of purported unlawful activities and conform to the edicts of the law or comply with legal process served on Hookah Life,
- Protect and defend the rights or property of the Hookah Life Network of sites and related properties, or visitors to the Hookah Life Network of sites and related properties,
- Identify persons who may be violating the law, the rights of third parties, or otherwise misusing the Hookah Life Network or its related properties,
What safeguards are in place?
Hookah Life is obligated to protect your personal information by making reasonable security arrangements against such risks as unauthorized access, use, collection, disclosure or disposal. Security measures have been integrated into the design, implementation and day-to-day operating practices as part of Hookah Life's commitment to protect the personal information it holds.
What else should I know about my privacy when online?
The Hookah Life Network contains many hyperlinks to third party Web sites. Hookah Life is not responsible for the privacy practices or the content of such third party Web sites or advertisers. Hookah Life does not share any of the individual personal information you provide Hookah Life with the third parties to which Hookah Life links. Please check with those Web sites to determine their privacy policy.
Please keep in mind that whenever you voluntarily disclose personal information online - for example through e-mail, discussion lists, or elsewhere - that information can be collected and used by others. In short, if you post personal information online that is accessible to the public, you may receive unsolicited messages from other parties in return.
Ultimately, you are solely responsible for maintaining the secrecy of your personal information. Please be careful and responsible whenever you're online.
Consent To This Agreement
By using the Hookah Life Network, you consent to the collection and use of information by Hookah Life as specified above. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it, and under what circumstances we disclose it.
Please send any questions about Hookah Life's Privacy Policy to:
email: policy@hookah-life.com
Rating System:
The Hookah Life rating system is our way of presenting an easy to interpret, overall score on each of the products in our inventory. The ratings are created by us and although we may present some bias we have had experience with every product on our site allowing the Hookah Life team to honestly grade each item.
Each variable is graded on a 1-5 scale. Overall Scores are weighted based on the table below and rounded for simplicity.
If you feel we have unfairly rated a product, please contact us at anytime via email.
Below is a breakdown of how each item is rated:
| Hookah: | Shisha: | Value Packs: | Accessories: |
| Price: 15% | Price: 25% | Price: 25% | Price: 25% |
| Ease of Use: 20% | Ease of Use: 25% | Ease of Use: 25% | Durability: 50% |
| Durability: 20% | Flavor: 50% | Flavor: 50% | Compatibility: 25% |
| Mobility: 10% | |||
| Functionality: 15% | |||
| Aesthetic Appeal: 20% |
Security:
We use an SSL (secure socket layer) encryption certificate provided by Thawte, a market leader in secure web trafficking. This highly sophisticated encryption software ensures that all of your orders and sensitive information provided to us over the Internet are safe and secure.
Legal Notices:
When purchasing from Hookah Life or any of its online properties including but not limited to www.hookah-life.com you hereby release Hookah Life and its officers, employees, associates, affiliates, and related companies of all liability of harm, injury, loss, damages, illness, death, or any other negative event that may occur when using a product purchased from Hookah Life.
U.S. SURGEON GENERAL'S WARNING: Smoking causes lung cancer, heart disease, emphysema, and may complicate pregnancy.
All Hookahs and smoking accessories sold at hookahlife.com are intended for legal Tobacco smoking use by adults (18 years or older) only. Any other use of such products, by minors or for use with controlled substances is punishable by law.
Credit card fraud is a felony and we will aggressively prosecute anyone attempting to misuse a credit card number. We track every transaction and will use all means available to prosecute persons attempting fraud. You must be 18 years or older, all under age people will be prosecuted!
Intellectual Property
All materials including images, illustrations, designs, icons, photographs, logos, slogans, content, source code and other written and visual materials on the Hookah Life Website (www.hookah-life.com) and any of its affiliates are the exclusive copyright, trademark, and/or otherwise noted intellectual property owned and/or licensed by Hookah Life. Any misuse of this or any affiliate website may be punishable by law. Hookah Life is diligent in pursuing intellectual property infringement.
Indemnity
Hookah Life does its best to maintain the content on its website, forums and affiliate sites. We meticulously monitor for abrasive, insulting or generally inappropriate content and promptly remove it and discipline the offending parties. However, at times it may occur that certain comments and content are not addressed quickly enough. We would like for you to know that the information found on the Forums and Affiliate sites do not necessarily represent the views of Hookah Life, its employees or its partners. If you ever come across material which is offensive to you, please report it immediately via email to policy@hookah-life.com so that we may address it appropriately.