Shipping & Returns

SHIPPING RATES

Shipping rates are determined according to the weight of the items ordered as well as the dimensions of the package required to ship all item(s). Your total shipping charges will be automatically computed during checkout prior to the completion of the order. At checkout you can choose from the various delivery options for your location. Smaller Items such as tongs, ball bearings, etc. will be shipped via USPS.

SHIPPING TIMES

Business Days for shipping are Monday through Friday from 9am-2pm EST. Orders placed after this time period are automatically moved to the next day. If your order falls on the weekend, it will be printed the next business day - orders placed on Friday after 2pm EST will be printed and processed on the following Monday unless Monday is a National Holiday. Both Domestic and International orders will be processed and shipped within 1-3 business days of their placement on the site, provided that the credit card used is verified appropriately. Money Orders will be shipped as soon as the Money Order is received in the mail. Transit times listed below are in addition to this processing time.

DOMESTIC SHIPPING SERVICES

UPS Ground

* Available throughout all 50 states and Puerto Rico
* Orders must be placed by 1pm EST
* No P.O. Boxes
* 1–5 business days within the contiguous U.S.; 3–7 business days to and from Alaska and Hawaii
* Monday – Friday. Delivery is typically between 9am and 8pm

 

UPS 3 Day Select

* Available throughout all states except Alaska and Hawaii
* Orders must be placed by 1pm EST
* No P.O. Boxes

 

UPS 2nd Day Air

* Available throughout all 50 states with some limitations in Alaska and Hawaii.
* Orders must be placed by 1pm EST
* No P.O. Boxes
* Some locations in Alaska and Hawaii require additional transit time.

 

UPS Next Day Air Saver

* Available throughout all states except Alaska and Hawaii
* Orders must be placed by 1pm EST
* Not available in all areas of Alaska and Hawaii. Orders must be placed by 2:00pm
* No P.O. Boxes
* Next-business-day delivery by 3pm to most U.S. addresses; by 4:30pm to rural areas

 

UPS Next Day Air

* Available throughout all 50 states and Puerto Rico, with some limitations in Alaska and Hawaii
* Orders must be placed by 1pm EST
* No P.O.Boxes
* Next business day delivery by 10:30 a.m., 12:00 noon, or end of day, depending on destination.

 

To check availability for your ZIP code, please call UPS at 1-800-PICK-UPS (742-5877)


UPS time in transit map

INTERNATIONAL SHIPPING SERVICES

Due to the delicate nature of credit cards and international orders, we must take special precautions to ensure the identity of the cardholder. This is for the safety of all of our customers. The form and the required pictures of both ID and Credit Card allow us to validate an order in the safest and most efficient way possible. The form can be filled out digitally, but the signature line must be signed by hand.

INTERNATIONAL CUSTOMERS ARE HELD ACCOUNTABLE FOR ALL DUTIES, TAXES, AND FEES THAT THEIR COUNTRIES OF RESIDENCE CHARGE FOR PLACED ORDERS. IF YOU REFUSE YOUR PACKAGE BASED ON TAXES, FEES, OR DUTIES,YOU WILL RECEIVE NO REFUND UNLESS YOU PAY FOR THE PACKAGE TO BE SHIPPED BACK TO US.

*Click here to download the Card Authorization Form

Download Adobe Reader


UPS Standard

*Between the 48 continental United States and all Canadian provinces and Mexico.
*No P.O. Boxes
*Rates do not include customs clearance
*Brokerage fees, duties, and taxes are billed to importer upon delivery

UPS Worldwide Expedited

*Delivery in two business days to Canada
*Delivery in two or three business days to Mexico
*Delivery in three or four days to Europe
*Delivery in four or five days to Asia and Latin America
*No P.O. Boxes
*Rates do not include customs clearance
*Brokerage fees, duties, and taxes are billed to importer upon delivery

UPS Worldwide Saver

*Delivery by end of day
*No P.O. Boxes
*Delivery in two business days to Europe and Latin America. Two or three business days to Asia
*Rates do not include customs clearance
*Brokerage fees, duties, and taxes are billed to importer upon delivery

 

UPS Worldwide Express

*Delivery by 10:30 a.m. or 12:00 noon.
*Delivery by the next business day to Canada
*Second business day delivery to Europe and Latin America
*Delivery within two or three business days to Asia
*No P.O. Boxes
*Rates do not include customs clearance
*Brokerage fees, duties, and taxes are billed to importer upon delivery

 

*To check availability for your ZIP code, please call UPS at 1-800-PICK-UPS (742-5877)


INTERNATIONAL, APO, FPO ADDRESSES

Due to the delicate nature of credit cards and international orders, we must take special precautions to ensure the identity of the cardholder.  This is for the safety of all of our customers. The form and the required pictures of both ID and Credit Card allow us to validate an order in the safest and most efficient way possible. The form can be filled out digitally, but the signature line must be signed by hand.

*Click here to download the Card Authorization Form

Download Adobe Reader

United States Postal Service Express Mail *Available for delivery to international, APO & FPO addresses
*Delivery within seven to fourteen business days
*Tracking number provided
*Rates do not include customs clearance
*Brokerage fees, duties, and taxes are billed to importer upon delivery

*To check availability for your ZIP code, please call USPS at 1.800.275.8777


INSURANCE

Each shipment is automatically insured for up to $100 at absolutely no cost to the customer.  For each additional $100 it is only $0.35 extra.


TRACK YOUR PACKAGE

After your order has been shipped, you will receive a confirmation email with your shipment tracking number.

*FedEx – track your package at FedEx Package Tracking
You may also track your package by calling the FedEx Customer Service line at 1.800.463.3339

*United States Postal Service – track your package at USPS Package Tracking
You may also track your package by calling the USPS Customer Service line at 1.800.275.8777

*UPS Service – track your package at UPS Package Tracking

You may also track your package by calling the UPS Domestic Services line at 1-800-PICK-UPS (742-5877) or International Services line at 1-800-782-7892


DAMAGES

If your order arrives with merchandise that is damaged, please hold on to all original packaging and contents, and contact our Customer Service at 1.866.208.1339 immediately and no later than 3 business days from the date of confirmed delivery. All damage claims must be reported within 3 business days from confirmed delivery to insure that your claim may be processed and approved with the shipping carrier. Reporting damages more than 3 business days from confirmed delivery may result in your claim being denied by the carrier.


RETURNS & EXCHANGES

*HOW TO RETURN OR EXCHANGE

If your order arrives with merchandise that is incorrect, missing, or defective, please contact our Customer Service toll-free at 1.866.208.1339 or by submitting our

Exchange/Return Form

within 5 business days of confirmed delivery of your merchandise. Incorrect or missing items must be reported within 5 business days of delivery, so that your claim may be processed and approved in a timely manner. Merchandise that is found to be defective may be repaired or exchanged, please contact our Customer Service as soon as possible for additional details.

Download Adobe Reader

We want you to be completely satisfied with your purchase. Simply return the items you do not want unused and in original condition within 30 days of confirmed delivery of your package and we will refund the purchase price or exchange the item. Shipping charges are non-refundable unless the return is due to our error. No restocking fee will be charged for shipping error. All other returned merchandise is subject to a 10% restocking fee. Merchandise that has been used and is found not to be defective or damaged or merchandise that has been opened and deemed disposable will not be accepted and will be returned to the customer at the customer's expense. We do not except shisha returns for any reason.

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 & 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 Sahara Smoke Co. at an additional shipping rate that will be billed to the customer.

Incorrect addresses may also result in returned packages. If customer decides to have the package reshipped to a deliverable address, the applicable shipping charges will be billed again. If the customer decides to decline reshipment, the order will be restocked and customer will receive a refund of the purchase price of the merchandise, minus the shipping charges and a 10% restocking fee.


ON HOLD ORDERS

An order will be placed on hold if there is a problem with the billing address, an item is out of stock, or if tobacco is on an order shipping to a residential address in Washington State. A Customer Service Representative will contact the customer via the email address and phone number they provided on their order. The customer will have 3 days to respond. After the allotted 3 day period, the order will be changed and shipped out. If the order is on hold for a Washington State address, the tobacco will be changed to Evolution Herbal Shisha. Any out of stock products will be changed to a similar product and shipped out. An order on hold for an incorrect billing address will be canceled and the order refunded. Please contact a Customer Service Representative if your order is placed on hold as soon as possible to avoid any unwanted changes to the order and a delay in shipment. Call toll-free: 866.208.1339 ext. 7019 or email: retailservice@saharasmoke.com

 
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