Hello hookah smokers and welcome to Hookah Company!
Whether this is your first time stopping by or your 100th, we wanted to take a minute to first say thank you (THANK YOU!!) and also to answer some of the most frequently asked questions that we have received relating to how COVID-19 has affected our order processing times and cover some general shipping inquiries that we have received as well.
***Due to exceptional order volume and warehouse staffing restrictions we currently have a 5 - 6 business day lead time on processing and shipping orders, and we do process and ship orders in the order in which they are received.***
Is Hookah Company Still Accepting And Shipping Orders?
Definitely! We are open for business and are processing and shipping orders out as quickly as possible. Due to COVID-19 and the resulting social distancing and safety guidelines our warehouse is not able to process and ship orders out as quickly as in normal circumstances, but please rest assured that our team is hard at work getting orders packed up and shipped out to our fellow hookah smokers as swiftly as possible.
Does Hookah Company Ship Internationally?
We do ship internationally but due to the COVID-19 outbreak there have been severe service delays and shipping disruptions to international shipping, so there are some countries that we are temporarily unable to ship to. However, we are currently able to ship to many countries and while international shipping times may be slower than usual right now we are still more than happy to ship to our fellow hookah smokers over seas wherever possible.
We are also monitoring the USPS International Service Disruptions page constantly and are adjusting our international shipping policies accordingly, but if you have specific questions on whether or not we are able to ship to your country please reach out to our Customer Service Team who would be happy to help.
What Is The Status Of My Order?
Once you have placed an order on our website you will receive an order confirmation email which will be your copy of the order invoice and will contain your invoice / order number. From that point your order will be in our queue to be picked, packed, and shipped in our warehouse.
We do currently have a 5 - 6 business day lead time on shipping, but once the shipping label for your order has been printed out you will also receive another email from us with your tracking number included.
Please feel free to contact our Customer Service Team at any point if you have specific questions on the status of your order as well.
Why Doesn't My UPS / USPS Tracking Number Work?
The tracking number is generated at the point that the shipping label for your package is printed out, however that number will not show any information on the UPS or USPS websites until the shipping carriers have picked up packages from our warehouse and has physically scanned them in to their respective data bases. While our Warehouse Teams are working around the clock 7 days a week, the shipping carriers only pick up packages on business days (Monday - Friday). If you have received a tracking number over night or over the weekend please allow 24 - 48 hours for the tracking information to update.
While these are some of the most frequently asked questions that we have received over the last few weeks, if you have a question for us that we didn't cover above please reach out to our Customer Service Team via phone, email, or chat and they would be more than happy to help.
THANK YOU AND HAPPY SMOKING!