Shipping & Returns

Last updated: 13 February 2026

This Shipping and Returns Policy applies to orders placed on HookahMarket.com and is operated by Smoky Bear Tobacco Trading LLC (UAE).

WHO WE ARE

HookahMarket.com
Operated by Smoky Bear Tobacco Trading LLC
Phone: +971 52 221 1623
Address: Shop 26, Al Attar Business Center, Al Barsha 1, Dubai, UAE

AGE RESTRICTION

You must be 21 years or older to place an order on our website.
We reserve the right to request age verification before dispatch and on delivery.
If you are under 21 and place an order, your order may be cancelled without refund where permitted by law and where costs have already been incurred (payment processing, shipping, handling, compliance checks).

UAE DELIVERY TERMS

3.1 Same day delivery
Orders placed before 5:00 PM (UAE time) are eligible for same day delivery within Dubai.

3.2 Next day delivery
Orders placed after 5:00 PM or outside the same day coverage areas are typically delivered the next day.

3.3 Delivery days
Delivery is available 7 days a week, including public holidays.

3.4 Dispatch timing
We make every best effort to ship orders on the same day or next day. However, shipment may be delayed due to emergencies, operational constraints, or severe weather conditions.

3.5 Free delivery threshold
Free delivery within the UAE applies to orders from AED 60 and above.
For orders below AED 60, delivery fees (if any) will be shown at checkout.

DELIVERY RECEIPT, ID CHECK, AND PAYMENT ON DELIVERY

4.1 ID verification
The courier will hand over the order only after you provide a valid Emirates ID or Passport when requested.

4.2 Availability to receive
We do not ship with “signature required”. Customers are responsible to ensure someone is available to receive the shipment at the provided address.

4.3 Payment on delivery
If Cash on Delivery (or card on delivery) is offered for your order, you must pay the total invoice amount to the courier at delivery.

SHIPPING ADDRESS RULES

5.1 No address changes
Shipping addresses cannot be changed after the order is placed. We will only ship to the shipping address entered during checkout.

5.2 Incorrect address
If you enter an incorrect or incomplete address, delivery may fail or be delayed. Any additional courier charges or reshipping costs may be charged to you.

SHIPPING FEES AND REFUNDS

6.1 Non refundable shipping fees
Shipping fees are non refundable. If a refund is approved, the original shipping fee will be deducted from your refund.

INTERNATIONAL SHIPPING

7.1 International delivery
We ship internationally through courier services. Delivery timelines depend on destination, customs clearance, and courier operations.

7.2 Customs, duties, and local restrictions
International orders may be subject to customs duties, import taxes, inspection, or restrictions in your country. These costs and compliance obligations are your responsibility unless we explicitly state otherwise at checkout.
If customs refuses entry, seizes, or delays a shipment due to local regulations, we are not responsible for resulting losses, delays, or fees.

7.3 Fixed international shipping prices by zone
International shipping is charged at a fixed rate based on the destination zone.

Zone 1: AED 105
Zone 2: AED 155
Zone 3: AED 235

Zone list

Zone 1 countries (AED 105)
Bahrain, Egypt, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia

Zone 2 countries (AED 155)
Australia, Austria, Bangladesh, Belgium, Bhutan, Brazil, Bulgaria, Cambodia, Canada, China, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, India, Indonesia, Ireland, Italy, Japan, Lithuania, Luxembourg, Malaysia, Nepal, Netherlands, New Zealand, Norway, Pakistan, Philippines, Poland, Portugal, Romania, Singapore, Slovakia, South Africa, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, Türkiye, United Kingdom, United States, Vietnam

Zone 3 countries (AED 235)
Albania, Algeria, Argentina, Armenia, Azerbaijan, Belarus, Bosnia and Herzegovina, Dominican Republic, Ethiopia, Georgia, Ghana, Iraq, Kazakhstan, Kenya, Kyrgyzstan, Madagascar, Malawi, Maldives, Moldova, Montenegro, Morocco, Namibia, Nigeria, Serbia, Somalia, South Korea, Syria, Tanzania, Uganda, Uzbekistan, Yemen

Note
If a country is missing or listed incorrectly, we may confirm the applicable zone before dispatch.

RETURNS POLICY

8.1 Hygiene and consumable goods
Due to hygiene and safety reasons, consumable products and sealed items that have been opened are not eligible for return or refund unless defective or required by applicable law.

8.2 Damaged, incorrect, or defective items
If your order arrives damaged, incorrect, or defective, you must contact us as soon as possible after delivery and provide:
order number,
description of the issue,
photos or video evidence where possible.

Where appropriate, we will offer a replacement, store credit, or refund at our discretion and in accordance with applicable law.

8.3 Returns approval
Returns are only accepted if approved by us in advance. If a return is approved, the item must be returned in its original condition and packaging, with all seals intact where applicable.

8.4 Refused or uncollected deliveries
If you refuse delivery, are not available to receive the shipment, or fail to collect it, the courier may return or dispose of the parcel. You may be responsible for:
original shipping fees,
return shipping fees,
storage or handling fees,
to the extent permitted by law.

REFUNDS PROCESSING

If a refund is approved, we aim to process it within a reasonable period after we receive and inspect the returned item (if applicable). The time it takes for funds to appear in your account depends on your bank and payment provider.

CONTACT

If you have any shipping or returns questions, contact:

HookahMarket.com
Smoky Bear Tobacco Trading LLC
Phone: +971 52 221 1623
Address: Shop 26, Al Attar Business Center, Al Barsha 1, Dubai, UAE