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You’ve got questions, we’ve got answers. Here we address some of the most common questions we receive when it comes to ordering from Fumari.com, handling Fumari tobacco, managing your coals, and keeping your hookah ready to party at all times. If you have any hookah tips of your own, throw us a line here or @fumari.
ONLINE ORDERING QUESTIONS
Can I change the delivery address of my order?
Unfortunately, this is prohibited by law. The law requires that all tobacco purchased online must be delivered to the same address as your billing address.
When will my order ship?
Orders placed by 2:00 PM Pacific Time, Monday through Friday, are normally processed and shipped the same day. Unless if you are in California or Florida, the law requires that you receive an automated call notifying your household that a package containing tobacco is to be shipped to your address. In this case, your order will be delayed by one business day. Orders placed after 2:00 PM Pacific Time Monday through Friday, are processed and shipped the next business day (or 2 business days if shipping to California or Florida). We do not process orders on Saturdays or Sundays.
Why do I have to show photos of my ID?
In accordance with FDA compliance, all orders are subject to Age Verification. In some cases, we can age verify customers automatically using a 3rd Party Age Verification system called BlueCheck. However, other times, not all the information is readily available for immediate age verification. Therefore, you may be required to show photos of your ID as part of the age verification process.
Do you ship tobacco to all States?
Unfortunately, we do not. State laws forbid us from shipping tobacco to the following States: Arizona, Maine, Maryland, Massachusetts, Michigan, New York, South Dakota, Utah, Washington, Wisconsin. However, orders not containing non-tobacco products from Fumari.com can be shipped to these States.
If I am outside of the USA, how much will I have to pay in taxes?
Customs fees on tobacco vary depending on the Country of your residence. Please contact your country's Customs office for current tobacco tax laws and rates.
What happens after I cancel my order?
If we received and processed your order cancellation prior to its shipment, you will not be charged and the temporary hold of funds on your credit card will be released in 3-5 business days depending on your bank.
Can I order by phone?
We gladly accept orders over the phone. Feel free to call 1-619-501-0613 to speak with our Sales Team Monday-Friday, 8 AM – 4 PM Pacific Time.
How do I redeem my rewards points?
To redeem reward points that you have earned from previous orders, be sure you are logged into your account while placing your current order. You can choose to redeem rewards points in your Rewards account and apply them as Store Credit during the payment process in Check Out.
Can I add or make changes to my order after it has been placed?
Changes to your order, without canceling and replacing a new order, are sometimes possible by using our online chat feature, calling our Sales Team at 619-501-0613, or emailing contactus@fumari.com for help.
What should I do if my order will not go through?
If there is a problem with processing your order on our website, we would love to know and help. Please contact us using either our online chat feature, calling our Sales Team at 619-501-0613, or emailing contactus@fumari.com.
How do I track my order?
If you placed an order while logged into your account, order status and shipment tracking information will be available in your account’s orders section. All orders, whether placed with an account or as a guest, receive a shipping email notification with tracking link information once the order is shipped.
What happens if I refuse delivery of the package, or if the order is undeliverable?
Once we receive the package back in our warehouse, we will refund 100% of the amount you paid for the product, but we do not refund shipping fees. We may also charge a 15% restocking fee.
What do I do if I have not received a tracking number?
If you have not received an email with your tracking number after 2 business days from the date your order was placed, please doublecheck your spam or junk folder. If you placed an order with a Fumari.com account, please log back in to check the status of your order. You can email our Sales Team at contactus@fumari.com to receive an update on your order if the tracking information can still not be sourced with the other mentioned methods. Please include your Order Number in the email.
Hookah Tobacco Questions
How much Fumari tobacco should I put in my bowl?
An average bowl can hold between 15 and 25 grams of hookah tobacco. But we aren’t psychics. Just loosely put in enough tobacco to fill up the bowl to the top and then lightly pat it down 2mm below the rim. Wanna know the secret behind packing a perfect bowl of Fumari? We'll tell ya.
How long will Fumari tobacco last/when does it expire?
If it’s stored properly at room temperature and unopened, your tobacco should maintain it's freshness for at least 2 years from its original date of production. Your tobacco doesn't necessarily expire beyond that time, it just may not taste as fresh. If you have any concerns about the freshness of your tobacco, look for the batch code printed on the back of your pouch and send it to us. Once your pouch is opened, it can last up to 6 months if properly stored. Buy it fresh, smoke it fresh.
Hookah Coal Questions
What kind of coals should I use?
It all depends on your personal preference. If you’re the impatient type, quick lights are an easy solution, but it's not always the tastiest one. Natural coals, mainly made from coconut shells, are generally more popular because they don’t interfere with the taste of tobacco and contain little to no additives.
How many coals should I light and how long will they last?
Usually, one good session of smoking will require between three or four natural coals, depending on your bowl size and the size of your coal. Coconut Cubes will generally last for over an hour, while Coconut flats will start dying out in 30-45 minutes. Quick Light coals generally last from 20-30 minutes.
What do I do with my leftover hot coals after a hookah session?
Safety first! Never leave hot coals unattended nor handle coals (or your HMD, aka "heat management device") with your hands. Always use hookah tongs to grab your coals and fully extinguish them in a small bucket of water.
General Hookah Questions
I’m not getting big clouds. What am I doing wrong?
We also love ourselves some gigantic smoke clouds. The best way to produce big and thick clouds is to make sure your hookah is securely fastened with the proper grommets, brush up on how to perfectly pack Fumari into your phunnel style bowl, light up your favorite natural coals, and let ‘em rip!
What kind of bowl should I use with Fumari tobacco?
The phunnel bowl is ideal for the most flavorful Fumari experience possible. The reason we love this style is because it holds the tobacco’s juices in place without the danger of having juices leak from the bowl and into your stem. Also, hookah bowls made from quality clay give better results.
Should I use foil or an HMD on top of the tobacco?
Both methods are common; it all depends on your preference. The HMD has increased in popularity over the last few years because of its ability to evenly heat tobacco with much less required maintenance than using foil.
Why is the hookah smoke tasting hot/harsh?
Ouch. We’ve been there, and it’s never fun. Try taking off a coal or two, and exhale through your hose to purge the smoke from your base. If that doesn’t work, there’s a chance you may have over-packed your tobacco and your top layer of shisha may be almost completely charred. Unfortunately, if you’ve burnt your bowl, it’s best to just start over.
How often should I clean my hookah?
After each day of use. It doesn’t have to be a deep clean every time, but it’s a good practice to at least run hot water through your stem, base, bowl, and hose (if washable) after every session. For a quick and easy deep cleaning treatment, you can use a stem brush and some baking soda to give your hookah stem and base that “shiny and new” feeling.
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While these are our most Frequently Asked Questions, we understand that your query may not always fall in these categories and for times like those – contactus@fumari.com will be your best asset for an answer!