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Shipping & Returns Policy

Shipping for US Customers

Once you place your order and make your payment, you can choose between UPS for the delivery of your products. We are shipping our products to any part of the United States without any limitations.

Shipping Confirmations

After successful payments, a confirmation mail will be emailed to you. We will be informing you with an additional email once we process and ship your order. In this email, you can learn more about how to track your order as well as other details.

We would like to note that UPS does not ship to P.O. boxes.

California Customers

If you are residing in California and you place an order on ROSHookah.com, then the delivery will require an adult signature. We will be contacting you by phone before we ship your order, and we are going to ship your products after your confirmation. The call will be informational and all you need to do is press a key on your phone to confirm it. As a result of this Automated Call requirement, your products will be shipped to your address in the following business day. Please note that this practice is required by law, and we will not be able to ship your products without it.

In case the delivery man will not be able to receive any adult signature during the delivery, your delivery will fail, and your order will be shipped back to our warehouse. You can request a refund or re-ship at an additional cost. We will be refunding your balance in the following one or two business days after your request. Please note that initial shipping costs are non-refundable.

Shipping Method Details

You can click this link to learn more about the shipping methods offered by ROSHookah.com.

Shipping for International Customers

ROSHookah.com ships its products to all around the world. However, please note that some countries may charge additional taxes depending on the cost of your order and ROSHookah has no control over these taxes. You can learn more about these taxes or charges by contacting your Customs office. ROSHookah refunds the value of the orders it receives but shipping fees are non-refundable.

ROSHookah and UPS Off Days

We and UPS are not working in the following days:

  • New Year’s Eve
  • New Year’s Day
  • Christmas Day
  • Christmas Eve
  • Thanksgiving
  • Day After Thanksgiving
  • Labor Day
  • Independence Day
  • Memorial Day

Holiday Shipping Guide

ROSHookah will be informing its visitors and customers as holiday shipping seasons approach. You can learn more about shopping and shipping deadlines so that you can purchase your gifts with no worries.

Returns Policy

We kindly thank you for placing an order with ROSHookah.com. We hope you enjoyed the shopping experience we offer you. However, in case you are not happy with your online purchase, all you need to do is follow these directions to return your products.

You can return any product you purchase from ROSHookah.com within 30 days after you receive your shipment. Customized products are not subject to this returns policy. All you need to do is contact our customer service by email or call to start your return process. We only accept unused products in their original condition, and you need to submit the return request form together with your product. All returns are processed within one to two business days after we receive your shipment and initial shipping costs are not refundable. Moreover, customers are responsible for the shipping costs for returns and are subject to a fifteen percent restocking fee.

Customized products are not eligible for exchange, return or credit without any exceptions.

You can ship your products to the following shipping address:


Do not forget to insure your package for the value of the items in it. Thus, you can protect yourself in case your package will be damaged or lost.

Our customer service works between Monday and Friday from 8:00 to 16:00. You can contact us from the contact us page.


How to File a Claim?

Please contact us within three days after receiving your order for missing or wrong items.

If you receive damaged items, please keep the replaced parts in the original package and contact our customer service team within 3 days after you receive your order. We would like to note that you may be asked to provide images of the items.

If your shipment is lost, please let ROSHookah handle the procedures on your behalf and contact the shipping carrier. However, please contact and inform us as soon as you notice that your package has not been delivered with the tracking number, we have provided you within our email.

Claim Resolution

In case the error is due to the ROSHookah team, we will immediately send you the replacement items without any additional costs.

If the error is due to the shipping carrier such as a mishandled package, ROSHookah will wait for the shipping carrier to complete the inspection before replacing the items. We will initiate every operation to shorten this period on your behalf. In general, lost package problems are resolved in five business days and we provide replacements as soon as possible.

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