FAQ

What type of currency do you accept?

We accept all major credit cards: Visa, MasterCard, American Express, and Discover. We also accept COD and Money Orders/Cashiers Check. For Money Orders/Cashiers Check please follow normal checkout procedures. You will have the option to choose Money Order as payment. Please email orders@awindustries.com or call us at 888-705-8898 and confirm that you have sent your money order payment within 24 hours.  If AW Industries does not receive your money order payment within 5 business days, your order will be cancelled. AW Industries reserves the right to add a signature requirement to any order at our discretion for security reasons.

Once I have ordered how long will it take before my order is dispatched?

If placed via credit/debit card before 4:30 EST (Monday-Friday) your order will be dispatched from our warehouse the same day, subject to stock availability and any security checks. Orders placed after 4:30 EST during the week or at weekends are processed and dispatched the following working day. Orders paid for by Money Orders/Cashiers Check will be processed for dispatch once payment has been confirmed and received.

How long will it take for my order to be shipped?

Once we ship your order we automatically send you an email confirming that your order has been shipped and we include your UPS/FedEx tracking number so you can track your package on-line. Remember, on average we ship within 1-2 business days (Monday through Friday) of an order but this may take longer due to volume or special requests. Please also check the status of the items you are ordering ("Ships in" time). You will be notified as soon as your package ships (if you provide a correct e-mail). Once it has shipped it is best to contact UPS/FedEx directly. They have the most up to date information about the status of your package and are in a position to make any necessary corrections. If your order has not arrived within these time frames, Contact Us and be sure to include your name, e-mail, order number & phone #.

What will my package look like?

We ship with UPS/FedEx. Which ever is cheaper in plain white or brown unmarked packaging. Inside you will find your invoice.

What about security when I pay by credit card?

Our security is second to none, so that when you make an order your personal information is transferred safely. We use militarily standard 256 – Bit Secure Socket Layer technology. We will never even see your card details. We are also PCI DDS compliant, which means we have been checked over by the bank authorities to make sure you are 100% secure when you make a payment. Your payments are made on the banks site itself, so your card information never comes though us giving you an added level of security.

How do I know if you have recieved my order?

When you place an order you will receive a confirmation e-mail containing your order number and confirming ordered items. We will send you another e-mail containing your tracking reference, once your order has been dispatched.

What is my order number?

If you didn’t receive an email containing your order number, please call 888-705-8898 and we will gladly give you the order number.

Do you offer next day shipping?

Yes we offer Next day and 2nd day in addition to standard shipping. These options can be very expensive due to the size and dimensional weight of a package. If you are still interested you can select from a number of Express options on the order form. The corresponding price for each service is listed. Please pay attention to the product status. Express shipping only affects the time in transit and not how fast an order is processed.

What should I do if I receive my package and something is broken or missing?

Any order discrepancies must be reported within 48 hours of delivery. All orders leave our warehouse in good condition. If your boxes appear to be opened, re-taped, damaged, or tampered with in any way, you must keep the original boxes and file a claim with the carrier. If your order arrives in good condition but contains damages, shortages, or overages, please contact Your Sales Rep to file a claim. If it is the fault of AW Industries, any damaged or shorted merchandise will be credited or reshipped at our expense. In the case of overages or incorrect merchandise, AW Industries will arrange for return shipping.

What about the quality standard?

Each piece is checked and passed through a tough quality test before shipping and we believe in honesty. Customer satisfaction is our top priority. We assure you our best quality services at all times.

Does AW Industries publish a catalog?

Yes we publish a catalog. You can Contact Us for a catalog or visit Catalog to view online or download the catalog.

Is it legal to sell all of your products in my city/state/country and are there restrictions?

All of our customers are responsible for doing research on local laws to determine which of our products are legal to sell and if there are restrictions in your locale. Please do not ask our Sales Reps what is legal to sell in your are as they are not familiar with the different laws in each city/state/county and will be unable to provide you with accurate, up-to-date information.

Why do you need my Tax ID Number?

We are a wholesale company and we require a Tax ID to sell any of products.

How do I sign up for the website and/or start an account with AW Industries?

On the website: Click the Log In link in the upper right hand corner of our website and you will have the option to sign up if you are a new customer, or log in if you have used our website in the past. If you do not remember your password, click the link for “Forgot Your Password” and it will be emailed to you immediately. If you would rather start an account over the phone, simply call in with your Tax ID# and one of our employees will be happy to assist you so that you can place orders via phone and fax. Please be aware that just because you have started an account over the phone does not mean you will be able to access our website. The only way to view and order products online is by visiting the Register and creating your own unique website account.

How do I retreive my password?

Click on Log In and then click on Forgot Password. Fill out your email address and we will email your login credentials for you to login to your account.

What is my minimum order?

The minimum order for AW Industries is 100.00 dollars.

How much will you charge me for Hookah Tobacco Tax?

Every state has a different tax rate for Hookah Tobacco.  When you purchase any Hookah Tobacco from our website, we will authorize your credit card for the amount of the products, but won't charge your credit card till we determine the amount you owe for Hookah Tobacco Tax.  Once we determine the correct amount we will charge your card and send you a notification through email or call you to let you know the exact amount that is charged.

If you have any questions and/or concerns that wasn't on our FAQ page, please leave us a message on our Contact Us Page and we will try our best to respond back as soon as we can.