Frequently Asked Questions

Absolutely! To modify your order, just send us a message using the livechat feature during business hours, or send an email to cs@hookahjohn.com with the details of the changes you’d like to make. Please note, modifications may affect item availability and shipping timelines.

Yes, we offer international shipping to select countries. Please reply with your location for a shipping quote. Please note that you will be responsible for covering the shipping, customs charges, and return costs if necessary. Additionally, we only accept wire transfers for International orders.

HookahJohn.com is based in Tustin, California. Although we do not operate a physical store for in-person shopping, we offer a convenient local pickup option for customers who are nearby. You can place your order online and choose the 'local pickup' option. Then, you can pick up your order from Monday to Friday between 9 AM and 4 PM. For those who prefer delivery, we also provide fast shipping services, typically delivering within 1-2 business days within California once the order has been fulfilled.

Yes, we proudly ship to APO/FPO addresses to serve our military community wherever they are stationed. Shipping costs are calculated based on the weight of the package and the distance it needs to travel. After placing your order, we will carefully prepare your package and email you a shipping quote that reflects these factors. Rest assured, we are committed to finding the best shipping solution for your needs.

Please contact us immediately to update your billing address. Once the order is processed, we are unable to make changes.

If your order from HookahJohn.com is held in customs, it's important to understand that once the order leaves our warehouse, the responsibility for it shifts to the customer, particularly for international orders. Customs may require you to pay duties or taxes. In this case, you should contact customs directly with your tracking number to clarify any requirements or fees. If you decide to refuse the package, please be aware that it will be returned to us. Upon its return, you will receive a refund for the order value minus any shipping costs and a restocking fee. Please note that we will not be able to assist with customs-related issues or the handling of duties and taxes as these are the responsibility of the recipient once the order has left our warehouse.

At HookahJohn.com, we welcome a variety of payment methods to suit your convenience. For domestic orders, you can pay using Visa, Mastercard, Discover, American Express, Zelle, and wire transfer payments. Please ensure that your billing address matches the one associated with your payment card to prevent any checkout issues. For our international customers, we accept payments via wire transfer only. Email us at cs@hookahjohn.com, and we will provide you with the necessary details for the wire transfer. Please note that we do not accept prepaid cards, PayPal, personal checks, or Western Union transactions.

International orders are welcome at HookahJohn.com through wire transfer payments. To proceed, please email us at cs@hookahjohn.com to obtain detailed instructions and information for completing a wire transfer. We will process your order and prepare it for shipment once we confirm the receipt of your wire payment.

You can apply a coupon code during the checkout process. There is a field for entering your "Promo Code"—simply type it in and click "Apply" to see your new total. Remember, coupon codes cannot be combined; you can use only one coupon code per order.

HookahJohn.com wants you to be 100% satisfied with your order. You may return all unused items purchased at HookahJohn.com within 30 days of the original delivery for a refund (less shipping costs an a 10% restocking fee). Items (including freebies) left out of the returned package will be deducted from the refund at full retail value. "Refused" international orders are subject to a 15% restocking fee. Please 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 30 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.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 or Fedex 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.

Absolutely! To modify your order, just send us a message immediately after placing it using the livechat feature during business hours, or send an email to cs@hookahjohn.com with the details of the changes you’d like to make. Please note, modifications may affect item availability and shipping timelines.

Should you need to cancel an order, please get in touch with us as soon as possible by phone or chat. While the funds for your purchase are held when you place your order, they are not collected until your order ships. If you cancel before the order is shipped, the hold will be voided. The funds will typically be released back into your account within 2-3 business days, depending on your bank.

All prices are listed in US dollars (USD).

Yes, we employ state-of-the-art encryption and security protocols to ensure your payment information is always secure.

After placing your order, you will receive an email confirmation with your order details and a unique order number.

No, there are no hidden fees. Any applicable taxes or shipping charges will be clearly itemized at checkout, for large/bulk orders and International orders, we will reach out with updated shipping charges.

If your payment is declined, please check your card details and funds, and try again. If it continues to decline, we will reach out and offer alternative forms of payment. 

We currently do not offer financing or payment plans. All purchases must be paid in full at the time of the order.

Sales tax is calculated based on the shipping address and the current tax rate of that location.

Please contact our customer support with your order number for assistance.

If your order from HookahJohn.com arrives damaged, please photograph the damaged items and packaging and email the images to us with a description of the damage and your order number. We will respond promptly to resolve the issue.

If there's an issue with your order from HookahJohn.com, contact us immediately. We are committed to correcting any errors quickly and ensuring your satisfaction.

We currently do not offer financing or payment plans. All purchases must be paid in full at the time of the order.

AgeChecker.Net is an advanced age verification system utilized by HookahJohn.com to ensure compliance with federal and state laws governing the sale of age-restricted products such as hookah tobacco and accessories. Our priority is to verify the age of our customers efficiently and securely, providing legal records of verification with minimal inconvenience to you.

For the majority of our customers, we only need your name, date of birth, and address. Should we require additional verification, you'll be prompted to submit an image of your government-issued photo ID. Our system may also retrieve your name and address from your payment or shipping details, leaving only your date of birth to be entered manually.

Uploading your ID is straightforward. You can:
Take a photo using your webcam via our popup.
Upload an image from your device.
Provide your mobile number to receive a text with a link to complete the process.

We accept government-issued IDs such as a driver's license, state ID card, military ID, or passport. The ID must clearly display your name, date of birth, and expiration date, and must match the name and birth date on your order. If you need to submit both front and back images of your ID, like a military ID, and have issues with our popup, please email them to help@agechecker.net for manual verification.

Your privacy is paramount. The information you provide is used solely for age verification and is protected by strong 256-bit AES encryption. Personal details are stored on a secure internal network, with photo IDs deleted after verification. In some cases, with your consent, we may store your photo ID to meet compliance needs. For more information, please refer to our privacy policy.

Around 90% of U.S. customers are verified instantly using just their name, address, and date of birth. If additional verification is needed, you’ll be asked to submit a photo ID through our popup, which usually takes 10 to 30 seconds for confirmation, subject to our queue.

No. We need a clear, visible ID to ensure its validity and to comply with legal requirements for age verification.

If you've successfully uploaded an ID and use the same name, address, and date of birth for future orders, you shouldn't need to verify again. However, changes in this information, or updates to our website’s settings, may prompt re-verification.

nternational customers must also submit their information. Depending on your location and our website’s policies for international orders, you may be asked to submit an ID for each purchase, certify your age, or in some cases, find that age verification is disabled.

AgeChecker.Net caters to different businesses with varied age restrictions. As of December 20, 2019, the U.S. federal legal age to purchase tobacco products, including those used for hookah, is 21. This federal law overrides any state or local laws. If you believe there’s been a mistake or have a unique situation, please contact us directly at cs@hookahjohn.com for assistance.

For any issues during the age verification process, please reach out to cs@hookahjohn.com For questions regarding our products, orders, or shipping, contact the HookahJohn.com customer service team directly.