Please read canada post update during COVID-19
Due to the current high volume of orders, we are experiencing brief delays with some shipments. Most orders should ship within the purchased shipping rate, namely 1 to 5 business days for Expedited and 1 to 2 business days for Xpresspost. Delays should not go a day or 2 beyond the purchased shipping rate. Once your order has shipped, tracking information will be sent to you via email provided during checkout. After you receive this tracking number allow 24 hours for it to appear in Canada Post system. We apologize for any inconvenience.
PS: We only ship with Canada Post. Some scammers are calling customers claiming that they need to pay extra to receive their shipment. THIS IS SCAM. Do NOT respond. You never have to pay anything after placing your online order except if you are outside Canada and require to pay import tax.
We highly recommend you buy ROUTE insurance to make a claim if your package is stolen from your doorstep. Canada Post has adopted a new approach of knock drop leave, meaning they leave it at your doorstep if no one answer doorbell. MY HOOKAH CANADA is not responsible for stolen package from doorsteps or lobby. Route insurance provides this coverage. We encourage you to add it to cart, it is only 1% from your order total.
SHIPPING AND RETURNS
Shipping Policy
Shipping rates within the Canada can be obtained by visiting Canada Post using our source postal code K1T 3V2. We offer FREE shipping on all orders over $160 (before tax and after applying the discount coupon if one is available). This applies to Ontario and Quebec. Free shipping over $195 in Eastern and Western province, free shipping over $185 in Mid East/West. We offer Expedited (1 to 7 Business Days) and Xpresspost (1 to 2 business days).
Currently Xpresspost is disabled outside ON/QC due to COVID-19.
Orders generally ship within 1 to 2 business days; however some orders may take up to 5 days. If one or more items are unavailable at the time the order is placed, the entire order will be placed on backorder until we receive the missing item(s) in stock. You are responsible for checking the status of your order. MyHookah.ca will contact you if your order will be on backorder for more than one week.
MyHookah.ca reserves the right to charge more shipping fees and bill client the difference if the website shipping estimate is not close (+/- $2) to the actual shipping cost calculated after order is placed. If client refuses to pay the difference we will cancel the order and give full refund back.
Return Policy
All returns must be shipped back to MyHookah.ca or reported damaged within 30 days of receipt. All orders must be returned in original unused condition with all accessories. The return shipping costs must be paid by the customer. There is a 15% restocking fee to cover the handling and processing costs. If you need to do a return, either email us at info@myhookah.ca to obtain a return authorization and the proper address to use for your return. If you are paying for the return shipment you do not need an authorization. All returns should be sent to
MY HOOKAH CANADA
B-4531 Southclark Place
Gloucester, ON K1T 3V2
Clearance items are not eligible for returns/refunds. If a clearance item is returned without authorization, the item will be returned to the customer at their expense.
In case of Postal strike, MyHookah.ca cannot guarantee Xpresspost deliveries and will refund the difference between Xpresspost and Expedited difference. MyHookah.ca will not refund the cost of items or cancel any shipped orders due to delay cause by Canada Post strike.
Refund Policy
We will fully refund an order if the items are not in stock. If a single item is not in stock we will refund the cost of the missing items once the buyer confirms he received his package. If any other items missing or broken during transit, we will replace or refund along with the missing item(s) refund. If you bought insurance on your order, the insurance cost will not be refunded, it is paid to insurer at time of sales. If you receive a damaged or wrong items, it must be reported to us within 30 days of receipt. We will not replace any item after 30 days of receipt.
Cancellation Policy
We will fully refund an order if it is cancelled withing 24 hours from order date. If cancelled after 24 hours we will charge 10% of total order to cover for restocking and handling fees.
Exchange Policy
For sanitary purposes, smoking devices and molasses cannot be exchanged or returned. All other items may be exchanged or returned at the customer's own shipping cost.
Product Warranty
My Hookah Canada is a product reseller; we offer no warranty on products if damaged after use. We only guarantee safe package arrival. Once used, there is no warranty against corrosion, chipping, discoloring, peeling, breaking, or anything that renders the product useless. Please research each product and read reviews before buying.
Route Insurance
ROUTE is a 3rd party insurance company, you can use to track and file claims about your order. If you purchased Route insurance during checkout, and your item arrives broken or damaged, we will replace the damaged item only and not the item as a whole. For example if a hookah vase is broken we will ship you a vase and not the whole hookah. When damage is reported to us we will need images as proof of damage to supply to the insurance company. Route insurance cost is not refundable if order is cancelled by buyer. ROUTE insurance also cover stolen packages from doorstep. NO insurance is valid after 30 days of sale.
It is your responsibility to follow with ROUTE when filing a claim with them. You will be required to provide proof of damage or theft.
Can you send me a tracking number?
We will send you a notification and tracking number via email when we ship your order, or you will receive one from out shipper who is Canada Post in most cases. If you haven't received this email, it's probably that we haven't shipped your order yet. It's also possible that the notification email has been trapped by a spam filter or landed in your spam folder. Please look there. You can avoid this problem by adding our email address info@myhookah.ca to your email address book.
How do I track my order?
Go to www.canadapost.ca and track your order there, using the tracking number provided to you by email.