Shipping & Returns

 

RETURNS
All sales are final. We cannot offer a return on any purchase. Before placing an order, we recommend carefully researching the product you intend to purchase.
If you wish to discuss an issue with your order, please email us at support@smokeheir.com

 

HEIR CARE
We offer a 30 Day Warranty of non-accidental breakage, and non-cosmetic issues with any Heir product. This 30 day warranty only covers defects that render the product non-functional, and does not cover cosmetic defects. To register a warranty claim contact support@smokeheir.com. Replacement parts are available to order when inventory permits on smokeheir.com/support. Customers are encouraged to replace any component that is accidentally broken by purchasing a low-priced replacement.

 

SHIPPING AVAILABILITY AND RATES
Heir Waterpipe is available to customers in the U.S., Canada, U.K., New Zealand, and Australia. If you would like to place an order from outside of any of these countries, please email us at orders@smokeheir.com and we will evaluate our ability to ship to you. We hope to offer shipping to more regions in the future, and will notify when shipping becomes available in more areas. The shipping rate will be displayed on checkout, once shipping information is added. These shipping rates are provided by USPS, and are true to cost.

 

INTERNATIONAL SHIPPING
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. Aura Accessories Inc. will not track international packages once they have left our facility. It is the customer’s responsibility to track the status of the package, and to contact the carrier if the need arises. Aura Accessories Inc. is released of liability for packages as soon as it has left our shipping facility. It will be the customer’s loss if delivery is unsuccessful due to any circumstance arising from international shipping.

 

SHIPPING TIMELINE
The shipping timeline is an estimate of the amount of time from order placement to shipping. Unless otherwise indicated, the estimated shipping timeline for any order on smokeheir.com is 7-14 business days.
When inventory is depleted, or other factors contribute to a shipping timeline longer than 7-14 business days, the estimated shipping timeline will be indicated alongside the product on the product page. This timeline is indicative of our best estimate, but is not a guarantee. We will notify customers of a change in the estimated shipping timeline for their order by email if necessary.
After placing your order you will receive an email with an estimated shipping date. We will notify you of any changes to your estimated shipping date by email. You can check on your order status at any time by emailing us at orders@smokeheir.com.

 

SHIPPING AND DELIVERY
A USPS tracking number will be provided by email as soon as a shipping label has been created for your order. This tracking will show as “Label Created” until 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 to show when a package is projected for delivery. 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 contact us.

 

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.