United States & Canadian customers now enjoy FREE ground shipping on orders exceeding $150.00 USD/CAD
SHIPPING & WARRANTY
PROUDLY SERVICING ALL SEVEN CONTINENTS
PROUDLY SERVICING ALL SEVEN CONTINENTS
Order Processing
- Orders are packaged and shipped out the next business day after an order is placed.
- Order confirmation is emailed immediately after an order is placed. Check your spam folder if you do not receive a confirmation email or contact us.
- Our order cut off time for same business day fulfillment is 10:00 am. This time is not guaranteed.
- If there is an issue with an item in an order or we believe an accessory or item may not be compatible, we will place the order on hold until we are able to communicate with the buyer.
- We reserve the right to confirm ID and the billing information of any suspicious order to deter fraud.
- We do our best to ensure packages are sent with the most efficient shipping provider possible.
- We package items very securely and use the appropriate protective measures to avoid damage.
- Tracking will be provided prior to shipping and updates will be e-mailed and/or texted.
Shipping
- Shipping rates and times can be calculated in your cart or at checkout.
- Most orders deliver between 1-5 business days depending on country and area.
- Free shipping is available for US and Canadian orders exceeding $150.00 CAD/USD respectively. The free shipping method is typically the first ground option listed in the shipping calculator at checkout.
- Ontario and Quebec free shipping is available for orders exceeding $120.00 CAD.
- International orders exceeding $150.00 CAD may be eligible for a $20.00 CAD shipping credit upon request. If estimated shipping rates seem too high, please double check with us.
- Orders eligible for free shipping can be upgraded to expedited shipping by paying the difference between the ground rate and the expedited option you select. Contact us for assistance with this.
- United States (including military locations) and Canadian PO Box service is available at an extra charge. Chat with us for more details.
- Delivery times cannot be guaranteed due to the chance of delays and unforeseen circumstances.
- Updates will be communicated every step of the way!
Returns & Exchanges
- We allow returns and exchanges for new and unused items in their original condition and that are still fully sealed. Requests must be made within 5 business days of delivery. See below for damaged and defected products.
- If an incorrect item was sent, please reply to your order confirmation and we will fully rectify the issue after a quick investigation of our security footage as a precaution to buyer fraud.
- Buyers are responsible for all outbound and inbound shipping fees related to their order if a non warranty return is issued. We provide all labels and insurance given safe and proper packaging.
- We do not charge restocking fees unless it is stated in the product descriptions of pre-order products.
Warranty and Post-Purchase Support
- You are not alone after your purchase is made. Feel free to contact us with any product support and setup questions you may have post delivery.
- Visible defects and ‘damaged on delivery’ products are warrantable and replacement parts or items will be sent. Please reply to your order confirmation and your claim will be directed to a support team.
- The buyer must notify us regarding a defect within 25 business days from delivery.
- In some cases, we may suggest filing a warranty claim directly with the manufacturer if we believe it to be a faster option or in the case that we are out of stock on certain replacement parts or items. We can also complete claims with the manufacturer on the customers behalf.
- As an authorized re-seller of many of our brands, customers have the peace of mind that their warranty claims will be accepted by the manufacturer when providing a Shisha Nova receipt.
- Some exceptions apply for hand-made products and non warrantable issues. If a product is non-warrantable, it will be mentioned clearly in the product description.
- Wear and tear is not warrantable. Clay bowls breaking due to improper cool down is also non-warrantable.
- We only cover screw on glass bases from coming loose within 60 days of delivery. Re-application instructions of base rings can be provided. We highly recommend frequent cleaning and holding hookah pipes from the base to avoid accidents and silicone from pre-maturely degrading.
- You will be emailed up to seven days after delivery of an order with the invitation to provide feedback on our products and service.
Order Processing
- Orders are packaged and shipped out the next business day after an order is placed.
- Order confirmation is emailed immediately after an order is placed. Check your spam folder if you do not receive a confirmation email or contact us.
- Our order cut off time for same business day fulfillment is 10:00 am. This time is not guaranteed.
- If there is an issue with an item in an order or we believe an accessory or item may not be compatible, we will place the order on hold until we are able to communicate with the buyer.
- We reserve the right to confirm ID and the billing information of any suspicious order to deter fraud.
- We do our best to ensure packages are sent with the most efficient shipping provider possible.
- We package items very securely and use the appropriate protective measures to avoid damage.
- Tracking will be provided prior to shipping and updates will be e-mailed and/or texted.
Shipping
- Shipping rates and times can be calculated in your cart or at checkout.
- Most orders deliver between 1-5 business days depending on country and area.
- Free shipping is available for US and Canadian orders exceeding $150.00 CAD/USD respectively. The free shipping method is typically the first ground option listed in the shipping calculator at checkout.
- Ontario and Quebec free shipping is available for orders exceeding $120.00 CAD.
- International orders exceeding $150.00 CAD may be eligible for a $20.00 CAD shipping credit upon request. If estimated shipping rates seem too high, please double check with us.
- Orders eligible for free shipping can be upgraded to expedited shipping by paying the difference between the ground rate and the expedited option you select. Contact us for assistance with this.
- United States (including military locations) and Canadian PO Box service is available at an extra charge. Chat with us for more details.
- Delivery times cannot be guaranteed due to the chance of delays and unforeseen circumstances.
- Updates will be communicated every step of the way!
Returns & Exchanges
- We allow returns and exchanges for new and unused items in their original condition and that are still fully sealed. Requests must be made within 5 business days of delivery. See below for damaged and defected products.
- If an incorrect item was sent, please reply to your order confirmation and we will fully rectify the issue after a quick investigation of our security footage as a precaution to buyer fraud.
- Buyers are responsible for all outbound and inbound shipping fees related to their order if a non warranty return is issued. We provide all labels and insurance given safe and proper packaging.
- We do not charge restocking fees unless it is stated in the product descriptions of pre-order products.
Warranty and Post-Purchase Support
- You are not alone after your purchase is made. Feel free to contact us with any product support and setup questions you may have post delivery.
- Visible defects and ‘damaged on delivery’ products are warrantable and replacement parts or items will be sent. Please reply to your order confirmation and your claim will be directed to a support team.
- The buyer must notify us regarding a defect within 25 business days from delivery.
- In some cases, we may suggest filing a warranty claim directly with the manufacturer if we believe it to be a faster option or in the case that we are out of stock on certain replacement parts or items. We can also complete claims with the manufacturer on the customers behalf.
- As an authorized re-seller of many of our brands, customers have the peace of mind that their warranty claims will be accepted by the manufacturer when providing a Shisha Nova receipt.
- Some exceptions apply for hand-made products and non warrantable issues. If a product is non-warrantable, it will be mentioned clearly in the product description.
- Wear and tear is not warrantable. Clay bowls breaking due to improper cool down is also non-warrantable.
- We only cover screw on glass bases from coming loose within 60 days of delivery. Re-application instructions of base rings can be provided. We highly recommend frequent cleaning and holding hookah pipes from the base to avoid accidents and silicone from pre-maturely degrading.
- You will be emailed up to seven days after delivery of an order with the invitation to provide feedback on our products and service.
Worldwide shipping to all seven continents.
A brand with vision. Dedicated to quality.
A reputation to uphold. Trust with confidence.
Communicate your way anytime.
Worldwide shipping to all seven continents.
A brand with vision. Dedicated to quality.
A reputation to uphold. Trust with confidence.
Communicate your way anytime.
