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 contact us. We are not responsible for broken items. We will exchange broken parts when inventory is available to do so. Exchanges will be shipped at the expense of the customer.
SHIPPING

Aura Waterpipe is available to customers in the U.S. and Canada only. 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 true to cost.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

Orders are processed within 14 days of receipt. During launch, with peak customer demand, it can take extra time to fulfill your order. Our order policy provides for 14 days from receipt of your order until shipping. We appreciate your patience during peak periods, and will do our best communicate projected date of shipping.

When your order’s shipping label is printed, an email will be sent to you with the package tracking number. 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.

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 estimated delivery date is not a guaranteed delivery date.

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 AURA logo, no product indications.