سياسة الشحن والإرجاع

Shipping Policy

General Info

All orders are packaged carefully with the packaging supplies necessary to guarantee that merchandise arrives in perfect condition. We aim to dispatch all orders within 1-2 business days of the time the order is placed. Delays include, but are not limited to, holidays, inclement weather, and resolution of any verification of the order. We process orders Monday to Saturday, including U.S Federal Holidays. All shipping time frames are counted in business days.

Delivery times are carrier estimates and are not guaranteed. Most US orders arrive within 3-5 business days of the order date.

Domestic Shipping

Free shipping: US orders of $199 or more ship free.

• USPS Ground Advantage - 2-5 business days in transit.
• USPS Priority - 1-3 business days in transit.
• USPS Priority Mail Express - 1 business day in transit.
• UPS Ground - 1-5 business days in transit, depending on your shipping destination.
• UPS 3-Day Select - 3 business day lead time from the time the order ships out.
• UPS Second Day Air - 2 business day lead time from the time the order ships out.
• UPS Next Day Air Saver - next day delivery from the time the order ships out.

USPS Operations Date: Monday - Saturday. Please keep in mind that UPS will not ship to a P.O. Box or an APO address.

International Shipping

International customers must read and accept this Shipping Policy before checkout.

We ship internationally. The shipping rates are based on your location and the weight of your order.

Please note that your local customs office of your country may impose additional duties on your order, inspect it, or confiscate it. By placing an international order, you are agreeing and accepting all risks and liabilities for importing tobacco into your country. We advise you to contact your local customs agency for duty information and to be prepared to pay the duties if necessary. These charges are not inclusive of the original shipping amount and will not be paid for or reimbursed by Iconhookah.com. We are not responsible for knowing or enforcing the tobacco importation laws of your country.

For orders returned to Icon Hookah from a Customs Office, customers will be refunded the value of the products we receive. Shipping charges are non-refundable. If the return of your package incurs any type of return fees, those charges will be deducted from your refund of the returned items. If any of the returned products arrive damaged or opened, they cannot be refunded.

Please note that all prices are listed in USD and will not be automatically converted into your local currency upon checkout. Iconhookah.com is not responsible for any conversion fees associated with international orders.

Some shipping methods may be unavailable for certain international locations.

Please note that international shipping times are merely estimates, and your package may arrive sooner or slower, depending on the efficiency of your country's post office and time spent in customs.

Delivery to Shipping Forwarder

Iconhookah.com strives to ensure that all orders go out in a perfect condition to offer the best customer experience. For customers choosing to ship their order to a mail or freight forwarding service, this guarantee is voided once the package arrives safely and undamaged with the forwarding service’s US address. These services typically repackage our products. Therefore, we cannot be held responsible for damages, missing items, and/or other issues that occur after initial delivery. Once the order has arrived safely to the shipping address provided on your order, iconhookah.com is no longer responsible for the delivery of and/or condition of the order, including but not limited to issues with loss, damages and breakage, customs seizure, missing items, etc.

Shipping Confirmation

A confirmation of your order will be emailed to you after your purchase is finalized. Once your parcel has been dispatched, iconhookah.com will also send you a shipping confirmation email.

Incorrect Addresses

Customers are responsible for entering the correct shipping addresses and are encouraged to check them prior to submitting an order. Please note that erroneous and incomplete address submissions inputted by the user will cause delays, returns, and other issues that will impact the successful shipping of your order. Once a package has been shipped, we cannot redirect it. Iconhookah.com is not responsible for, nor able to refund or replace orders shipped to the incorrect address.

Lost & Undelivered Packages

If your tracking shows no movement for several days, or your package is marked as delivered but you have not received it, please contact us within 48 hours of the last tracking update. We will help you open a claim with the carrier (USPS or UPS) and keep you updated. Once a package has been handed to the carrier, delivery is the carrier’s responsibility, and any replacement or refund for a lost package depends on the outcome of the carrier claim. Please make sure your shipping address is correct and complete, as we cannot be responsible for packages delivered to an address entered incorrectly.

Return & Refund Policy

Returns

Iconhookah.com wants you to be 100% satisfied with your order. You may return all unused items purchased at iconhookah.com within 30 days of the original delivery for a refund (less shipping costs and a 15% restocking fee). Please be sure to carefully read the instructions below on how to return/exchange an item.

It is recommended that you initiate the return process as soon as possible to ensure that we receive your package at the appropriate time.

Damaged or Defective Items

We will replace or exchange defective or broken items free of charge within the limitations of the 30 days and the unused condition of the returned items. For returns/exchanges other than damaged or defective items, the customer maintains responsibility for the return shipping amount.

Non-Returnable Items

Any used items (i.e., used hookahs, used hookah bowls, or any other used accessory) or opened items (i.e., opened boxes, packaging, or containers of hookah tobacco, opened coal packs, or any item where the "seal" has been broken) are not returnable.

Refunds

All returns will be thoroughly inspected once we receive them before a refund is issued.

Please allow 2-5 days for a refund to reflect on your bank statement once your return has been processed.

Cancelled Orders and Chargebacks

If we cancel your order – for example, because your age could not be verified, the product cannot legally be shipped to your address, or the item is out of stock – you will receive a full refund to your original payment method.

If you have a problem with an order, please contact us first at support@iconhookah.com so we can resolve it quickly. Filing a chargeback without contacting us may delay your refund. Orders under an open chargeback cannot be returned or refunded until the dispute is closed, and we provide order, tracking and delivery information to the card issuer when responding to a dispute.

Contact Us

Customer Service is available Monday through Friday: 8:00 am-5:00 pm EST. Please contact us at +1 844 628 5273 and/or email us.