OlliHookahs.com wants you to be 100% satisfied with your order. You may return all unused parts purchased at OlliHookahs.com within 14 days of the original delivery for a exchange or store credit. Items (including freebies) left out of the returned package will be deducted from the refund at full retail value. We do not charge a restocking fee, but be sure to carefully read the instructions below on how to return/exchange an item. We will replace or exchange defective or broken items free of charge within the limitations of the 14 day time period and the unused condition of the returned items. For returns/exchanges other than broken or defective items, the customer maintains responsibility for the return shipping amount.
Custom hookahs can take up to two weeks to ship. Regular hookahs can take 3-5 days to ship. We do offer express shipping please email firstname.lastname@example.org for express shipping options.
All custom hookahs sales are FINAL. We make the hookahs customized for you and will be unable to resell.
Due to certain liabilities and legal regulations, any used items (i.e. used Hookah pipes, used Hookah hoses, or any other used accessory) or opened items (i.e. opened boxes, packaging, or jars of shisha tobacco, opened coal packs, or any item where the "seal" has been broken) are not returnable. All resent items will be shipped by USPS ground domestically. All returns must be returned with an approved RMA (Return Merchandise Authorization) and are thoroughly inspected once we receive them before a credit is issued.
If you receive an order from us that is damaged, incorrect, or incomplete, please contact us immediately and we will rectify the problem. For items that arrive damaged or seem to be defective, please take digital pictures of the damage and email them to email@example.com. In the email, please include a detailed description of the damage, as well as the original order/invoice number. In the unlikely event that an order arrives damaged, we will file a claim with the shipping carrier (which requires pictures of the damage) and reship the damaged item to you immediately. In most cases a damaged item will not need to be shipped back to us (i.e. a broken base or broken clay bowl) however in the event that a damaged item needs to be returned to us, we will reimburse you for the shipping charges. Hold onto all damaged parts with the original packaging in cases where the Shipping Carrier will request a physical examination of the merchandise.
Please note: Damaged or missing merchandise must be reported to us within 72 hours of the date of delivery. Failure to do so may result in the claim being denied by the shipping carrier and exclusion from our return/exchange policy.
Please feel free to contact us with any questions regarding our policies