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 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 [email protected] 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.
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. 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 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 protected]
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
30 Day Warranty period begins on the date that the order is delivered. Our warranty applies to defects that render products non-functioning and less than premium quality. Specifically; air tight sealing, fit and finish defects, and non-accidental breakage caused by regular use as described in our User Manual. If we determine at our sole discretion that the claimed defect is covered by our warranty, we will offer a replacement part at no charge. Email [email protected] with a description of the issue, order number, and picture of the issue, to open a warranty claim.
We offer low-cost replacement parts, as inventory permits. If you are ever in need of a replacement part, outside of your 30 Day Warranty period, please visit smokeheir.com/support to place an order. If you do not see a replacement part available on smokeheir.com/support, please email us at [email protected] with your request. Replacements parts are only available to customers who have previously ordered the product for which they are ordering a replacement. We will cancel replacement part orders placed by anyone who has not in the past ordered the complete product.
Returns for full refund are accepted within 30 days of your order’s delivery date, as long as the product is returned unused and in like-new condition. To initiate a return request, email [email protected] with a description of any issue and your order, and your order number. We will reply to accept or deny your return request based upon the timing and condition of your order. When a return request is accepted, instructions will be provided for return shipping the item(s). Return shipping costs are borne by the customer. Once the returned item(s) are received in good condition, a refund will be processed. Refund processing time can take 5-7 business days from the date the returned package is received.