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Delivery & Return

Order Processing

Orders are packaged and shipped out the next business day after an order is placed.

Our order cut off time for same business day fulfillment is 10:00 am. This time is not guaranteed.

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.

We package items securely & use appropriate protective measures to avoid damage.

We do our best to ensure packages are sent with the most efficient shipping provider possible.

Tracking will be provided prior to shipping and updates will be e-mailed and/or texted.

Delivery times cannot be guaranteed due to the chance of delays and unforeseen circumstances.

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.


Shipping rates and times can be calculated in your cart or at checkout.

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.

Updates will be communicated every step of the way!

Keep in mind with shipping rates & delivery times:

Most orders deliver between 1-5 business days depending on country and area.

Delivery times cannot be guaranteed due to the chance of delays and unforeseen circumstances.

United States (including military locations) and Canadian PO Box service is available at an extra charge. Chat with us for more details.

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.

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.


Are there duties?

No worries, eh? Canadian and US customers don’t have to deal with any duties on orders (US orders under $850 USD). We’ve got you covered! But if you’re ordering from the moon, you might need to check their customs office.

Where do you ship?

We’re like Santa, spreading shisha joy worldwide! We’ll ship your goodies to almost anywhere on this beautiful planet.

How long will my order take to get to me?
Patience is a virtue, but we’ll make it worth the wait! Delivery times vary, so here are some popular destinations to give you an idea of our cheapest ground methods:
  •  Canada:
    • Toronto, Ottawa, Montreal – 1 day.
    • Ontario/Quebec – 1-2 days.
    • East Coast – 2-4 days.
    • West Coast – 4-7 days.
  • United States:
    • New York and most Northern East Coast states – 1-2 days.
    • Miami – 3-4 days.
    • Central US – 2-4 days.
    • California – 5-8 days.
  • International Shipping:
    • 1-8 days.
    • Average 3-4 days.
Do you ship to PO Boxes?

Yes, we do! If you're a shisha enthusiast living the PO Box life, we've got you covered. Sometimes, our system gets a bit shy and doesn't show shipping options for PO Boxes. No worries, though! Just drop us a message, and we'll sort it out faster than you can say "Shisha Nova."

Do I need to be there to sign for delivery?

For those extra special, high-value shipments, we like to ensure they get into the right hands—yours! So, yes, for these precious cargo moments, we'll need your autograph (just a signature, though – no selfies required). It's our way of making sure your treasured shisha goodies are safe and sound.

Can I expedite my shipping?

Feeling eager to get your shisha fix? We totally get it! If you've already opted for ground shipping or scored our free shipping status (kudos to you!), and find yourself in a hurry, we can shift gears to expedited mode. Just chip in the difference, and we'll speed up your delivery faster than a genie out of a bottle!

Do you offer weekend delivery?

Ah, weekends! The time for relaxation, good company, and maybe some shisha. Guess what? Some of our shipping pals like FedEx and Purolator Express are weekend warriors too! While we can't pinky promise weekend deliveries (as much as we'd love to), there's a chance your order could arrive on a blissful Saturday or Sunday. If you're all about that weekend vibe, you can upgrade to one of these services. It's like rolling the dice for a weekend surprise – and who doesn't love surprises?

Need Help?

Find Us Online

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.
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