The estimated shipping date is shown on each product page. The estimated shipping date bears a high degree of certainty that the item will be shipped on or before this date. However, in the event of delayed shipping we will contact you by email immediately to update this estimated shipping date.
A request for cancellation must be received 72 hours in advance of the item shipping, to allow time for processing. If a request to cancel your order is received in time, we will accept the request and fully refund your order. If you request to cancel your order within 72 hours of the shipping date, then your order will not be able to be cancelled, and it will continue to be shipped. If you receive an order that you do not wish to keep, please see our Return policy below.
Out of stock and soon to be released items such as Heir Waterpipe will be made available for Pre-Order. We will indicate the estimated shipping date for the Pre-Order on the product page, cart page, and checkout page. We will capture your payment information at the time you place your Pre-Order, but will not process your payment until the time of shipping. We will accept requests to cancel your Pre-Order anytime before the order is being prepared to ship. Once the process of preparing the Pre-Order to ship begins (72 hours prior to actually shipping) the payment for the order will be processed, and we can no longer accept your request to cancel the order.
Items that do not yet have a definite shipping date will offer the ability to join a Waiting List to be notified when the item becomes available. We will do our best to update these Coming Soon items with an estimated release date as we determine when that will be. Depiction of the Coming Soon items may be different than the final released product, and we encourage taking a second-look at the item once it is released to confirm all details.
International Shipping Availability and Rates
Heir products are available in select regions internationally. Check for international availability by inputting address information on the Cart page. If a Fedex shipping option is available, we will ship to you. Please note our International Shipping Disclaimer below.
International Shipping Disclaimer
For all customers outside of the U.S., customs may charge an import tariff in order to clear your package for delivery. It will be the customer’s responsibility to pay this charge. If it is not paid within 30 days of notice, the package may be destroyed by customs. We do not offer replacement packages or refunds in the event of any non-delivery of orders placed for delivery outside of the U.S..
We do not guarantee delivery to international locations, meaning those outside of the U.S. It will be the customer’s loss if delivery is unsuccessful to any location, arising from circumstance involving customs or otherwise. We of course will take every precaution to ensure safe passage of your international order. We cannot support exchange requests for orders shipped outside of the U.S. and Canada. We can accept returns for refund, but return shipping costs will be the responsibility of the customer.
Shipping and Delivery
A USPS tracking number will be provided by email as soon as a shipping label has been created for your order. The tracking information page will show a status of “Label Created”, until the order is picked up by the carrier. Order status will be updated to “In-Transit” once picked up by the carrier. The package will be picked up by the carrier within 3 business days after a shipping label has been created. Once picked up by the carrier, package shipping and delivery time ranges from 3-4 days for U.S. customers, and 14-30 days for international customers. Carriers often provide an estimated delivery date. These estimates often change depending on current weather or road conditions, need to correct address, or high volume during holidays. At this point, it is the responsibility of the carrier to uphold their transit times. Please understand that the carrier’s estimated delivery date is not a guaranteed delivery date. During peak demand seasons it can take extra time to fulfill your order. We appreciate your patience during peak periods, and will do our best communicate the estimated date of shipping.
If your tracking number shows that the package has been delivered but you have not received it, please try the following: Check around the yard/house. Check with your neighbors. Check with the carrier. Sometimes carriers will leave packages in places where they think they will be safest (behind a side gate, under a bush, etc.). If your package is still not received after an extended period, please email us at email@example.com.
If you would like signature required service with your package, please email us. Otherwise, your package will be delivered to the address you input on the shipping page, without further consideration to prevent theft once delivered. If your package is shown as delivered by the carrier’s tracking, but is not received by you, indicating theft, we cannot offer any remedy.
Safe and Secure
Your order will always be shipped in plain, unmarked packaging. Our packaging is inconspicuous with no indication of the contents on the packaging; no HEIR logo, no product indications.
30 Day Warranty
All products include a 30 Day Warranty, covering functional defects and aesthetic defects to an extent that we deem permissible. If you would like to open a Warranty Claim, please complete the form at smokeheir.com/support. Please describe your issue in full detail and provide a picture, in order to help us provide the correct solution. We are very glad to assist you, and will take the time to communicate with you to insure we resolve anything that is unsatisfactory.
If your issue is covered under Warranty, as determined at our discretion, we will ship part(s) to you to resolve the issue. We do not cover the replacement of any parts that are broken by an accidental drop or tip-over.
We offer low-cost replacement parts, as inventory permits. Replacement parts are only available to customers who have ordered the same item as a complete product in the past. Waterpipe customers may order any color/size variation of the Waterpipe parts. Handpipe customers can order any color/style variation of Handpipe parts. We will cancel and refund a replacement parts order if no order history for the same product can be provided. Additionally, any replacement part order that is deemed to be intended to assemble a completely new product at a steep replacement part discount will be flagged, and placed on hold until we receive photo verification that the original product was wholly destroyed.
Find Waterpipe Replacement Parts at smokeheir.com/shop/waterpipe
Find Handpipe Replacement Parts at smokeheir.com/shop/handpipe
Please know we are happy to assist you in getting whatever it is you need to resolve an issue, but will be checking your order history before allowing your replacement part order to prevent abuse. We can always be reached for questions about finding the correct solution via the contact form below.
If you would like to submit a return request, please complete the form at smokeheir.com/support by selecting “Returns” in the first drop down. Please review these Returns Policies before submitting a request for Return
1. Returns must be requested within 2 weeks of receiving the product.
2. Only brand new items (never smoked from) in an undamaged box will be issued a refund. If we receive returned used product(s) we will not issue a refund, and it will be up to you to determine how to reclaim your returned used product(s)
3. Return shipping costs are not covered. We will email you a return shipping label, then refund you the product cost less the shipping cost within 5 business days of receiving the return in New condition.
We do not support Returns for international shipments outside of the U.S. at this time.