Frequently Asked Questions
You must be 18 years of age to place an order on our website. Providing a false declaration under penalties of perjury is a criminal offense..
Occasionally, we might request additional information to verify your age.
Purchasing tobacco products on behalf of minor is prohibited and is punishable by law. We ask you to be responsible and thank you for your cooperation.
We accept major credit cards as well as PayPal payments through PayPal Express service. Unfortunately, we do not accept certain forms of payments such as Pre-paid Company Checks, Personal Checks, Cashier’s Checks or Money Orders. This policy is subject to change without notice depending on our merchant service agreements.
For fraud prevention purposes, if your billing and shipping addresses are different, we must verify your shipping address. The reason we do this is to ensure that both you and us are protected from fraudulent activities. Only you, as the cardholder, can add an alternate address on file with the bank and/or credit card company; this keeps our fraud rate down and gives you more peace of mind knowing you are purchasing/shopping with a company who has your best interests in mind.
Security is a top priority at Ugly Hookah Tobacco, Inc. When you submit sensitive information via the website, your information is protected both online and offline. When our registration/order form asks you to enter sensitive information (like your credit card number), that information is encrypted and is protected with the best encryption software currently available in the industry – SSL.
A credit card charge can be declined due to an incorrectly-entered credit card number or expiration date, a daily limit, insufficient credit or other reasons. If the information you submitted was correct, then the reason could be that your bank or credit card company simply did not authorize us to charge the card. In case all of the information entered is correct, please contact our Customer Service department and we will do our best to resolve the issue.
You can only change a placed order only
You may always track your order’s status by logging in to “My Account”.
If you do not receive your order within 10 days after being shipped we will start an investigation on the package with the shipper. USPS will not allow us to file a claim on the package unless 21 days have passed. If you need your order before we get a response from the shipper you will have to place another order and once the claim has settled we can refund your money for the undelivered package.
We accept coupons issued only by Ugly Hookah Tobacco, Inc. However, we do not accept competitor’s coupons. You may sign up for our “Newsletter” and receive money saving deals and promotions directly to your email.
Shipping & Processing
Typical order processing time for items that are “In Stock” is 24-48 hours. We strive to provide you the best customer experience and ship your products as fast as possible, but please note that on rare occasions, you may experience some delays in processing and shipping due to order verification process.
Our free shipping policy changes from time to time, so please check back often for our special deals on Free Shipping offers.
We do require an Adult Signature upon package delivery for all shipments containing tobacco products. This insures that packages will not be minor’s possession upon delivery.
At this time, we do not ship internationally.
We always respect your privacy. All products are packaged in a box without any identification. Your package is completely discreet.
We pledge to use only the freshest quality product available. We get new shipments of fresh product every monday, and we inspect and throw out product based on manufacturing guidelines. Your satisfaction is Guaranteed!
Returns & Exchanges
Out of stock
Occasionally, some products maybe out of stock, however we always do our best to back order popular products as quickly as possible. If you are interested in purchasing a product which is out of stock, we may back order it and ship it to you as soon as possible.