Frequently Asked Questions

All of us at Pandora Hookah Shop want to make your experience with us the highest quality. From placing your order to shipping to setting up your hookah, we're here to help! You can find answers to almost all of your questions on our Order Information page, but over the decades we've been around, these are the most common questions we get. And as always, you can reach out to our customer service team anytime!

What should I expect when placing my order?

Do you send us receipts or tracking numbers? After placing an order, you will receive an email confirmation containing a summary of the products ordered and the order number. If you do not see the order confirmation email in your main inbox, please check the Promotions folder and lastly the Spam folder. If you still don't see your order confirmation email, don't hesitate to contact our customer service team.

Once we've processed your order, we'll start preparing it for shipping. We strive to process and ship all orders within 24 hours of being placed. After your order has been packaged and received a shipping label, you will receive a second email containing your tracking number. Please note that your tracking number may not be immediately active when you first receive it. All our packages are picked up at 6:00 PM CST. At that time, the appropriate shipping courier will scan your tracking label, activating your tracking number.

Screenshots of Account Functionality Note: By creating an account you can view all your orders, reward points, saved addresses and more. You can also find information about tracking your orders.

When will my order arrive?

Orders are usually shipped within 1-2 business days after being placed and processed, depending on the shipping method chosen and destination. Please note that this shipping time does not include any unpredictable delays caused by weather or other shipping courier issues.

International shipments may take 2 to 3 weeks in transit only. This does not include the time required to be processed through Romanian customs and customs offices in the destination country. Please note that Express International Shipping does NOT avoid the customs screening process, but will speed up the time it takes to travel to your country's customs offices.

What forms of payment do you accept?

We accept payments by Visa, Mastercard, Discover and American Express and Cash on Delivery. This includes any prepaid gift cards from these providers. To avoid any problems during checkout, please ensure that the correct billing address is entered for the card you wish to use for payment. For prepaid gift cards, you may need to register the card by calling the phone number on the back before using it. We do not accept PayPal, personal checks, wire transfers, Western Union, etc.

How do I place an order using a prepaid card?

When you place an order using a prepaid card, you'll enter the 16-digit number just like you would enter a credit card number, and then you'll need to select "Credit Card" as your payment method. It's important to keep that card after you place your order, as any potential refunds will be returned to that specific card. If you place an order using a prepaid card and cancel it before it ships, we will cancel the transaction. Refunds on prepaid cards can take up to 1-2 weeks depending on the provider.

How do I apply a coupon code?

During the checkout process, you can use either a coupon code OR your loyalty points (if you've created an account). To use a coupon code, click on "Promo Code" under "Redeem" and make sure to hit "Apply".

How do I change my order after I've placed it?

After your order has been placed, we work diligently to process it through our warehouse as quickly as possible. For this reason, please contact us immediately after placing an order if you have made a mistake or need to change your order. Once your order has been processed by our packaging department, no further changes can be made. However, you are always welcome to return any unopened, unused products for an exchange or refund.

How do I cancel my order?

How long until my money is available again? When you place an order, a temporary hold of the funds required for payment is placed on your card. These reserved funds are not collected until your order receives a tracking number and is shipped. You can call, chat or email to cancel an order before it receives a tracking number and ships. The best way to request an order cancellation is to call or chat with us right away. Once a payment has been reversed, it will usually take 2-3 business days for the temporary transaction to disappear from your account. This depends on your bank.

How long does it take for your out-of-stock items to be back in stock?

This varies by item. Many of the products are imported from abroad, so sometimes it's hard to tell. We receive regular shipments from most of our suppliers approximately every 4-6 weeks. Once a shipment is received in our facilities, we update our website as soon as possible.

Do you price match?

Price matching may be possible. It is better to give us a call or contact us via chat with the item you want us to match. The item must be in stock, identical, not part of an offer or promotion and from a trusted competitor.

I'm afraid my order will break in transit, how do you pack your hookahs?

We strive to ensure your order arrives in perfect condition - 99% of our orders arrive on time and undamaged. Anything that is fragile, such as glass or ceramic, is carefully packed. We also use packing cushions and/or expanded polystyrene. Even with the care we take to ensure that the journey to you is safe, it is always possible for damage to occur in transit. For this reason, all our shipments are fully insured and we will replace any products that arrive damaged or broken.

What do I do if an order arrives damaged or broken?

Despite the attention and care we give to each individual order, unforeseen circumstances during transport may damage the contents of the package. If something arrives damaged, follow these steps to ensure the fastest and most complete service possible:

Take photos of the damaged item(s) as well as the shipping box and shipping label. Please include more photos if necessary to illustrate the damage in detail. Please send us these images not only for documentation but also to file a claim with our shipping couriers.

Send the photos along with a detailed description of the damage and your order number to contact @pandoranarghileashop.com . You can also contact us via chat to send your images and solve the problem. Once we receive your email and photos, we will get back to you to confirm with you. At that time, we will list your options and ask you for any additional information if necessary.

What if there is something wrong with my order?

We strive for the highest level of accuracy in fulfilling orders. Our orders are triple checked to make sure they leave the warehouse in perfect order, but sometimes mistakes are made. We will be happy to correct any mistakes we make and please contact us immediately upon discovering any errors.

My order is stuck in customs, what do I do?

If your order is stuck in customs, it's most likely just waiting for you to pay the taxes/duties. The easiest way to find out is to contact the customs office with the tracking number. They will let you know if taxes/duties are required to import your order or if you need to pick up your order in person if it was "undeliverable". If you can't pay the taxes/customs, you can "refuse" the package and send it back to us. Once it arrives back at our warehouse, we'll refund you everything minus shipping and a 15% restocking fee.

Note: All international packages will be declared 100% correct according to the contents. We cannot falsify customs declarations or create false invoices. It is highly recommended that you research and understand your country's tobacco import laws and customs processes before placing an international order. While we take responsibility for products and shipping, PandoraNarghileaShop disclaims any responsibility for customs import duties, restrictions or confiscations.

Where are you located, can I come and shop in person?

You can find us at Pandora Narghilea Club, on Cazarmii street no. 1, Caransebeș.