Shipping policy

Effective Date: 2025

This International Shipping Policy (the “Policy”) sets forth the terms under which Oxide Hookah (“Oxide Hookah,” “we,” “us,” or “our”), a Canada-based business, provides international shipping services to customers located outside of Canada and the United States. This Policy is a binding part of our Terms and Conditions of Sale and must be read in conjunction with our Privacy Policy and any applicable import regulations of the customer’s country of residence.

1. Order Acceptance and Processing

1.1 Order Acknowledgment
All international orders placed via our website (the “Site”) will receive an automated confirmation email upon submission. This email does not constitute acceptance of the order, but serves to confirm receipt.

1.2 Processing Timeline
International orders are typically processed within one (1) to two (2) business days, excluding weekends and Canadian statutory holidays. Processing time may vary due to product availability, fraud prevention checks, or order volume.

1.3 Right to Refuse or Cancel
We reserve the right to refuse or cancel any order, at our discretion, for reasons including but not limited to regulatory restrictions, shipping limitations, pricing errors, or suspected fraudulent activity.

2. Shipping Carriers and Services

2.1 Available Carriers
We offer international shipping through the following carriers:

  • Canada Post (with international partners)

  • DHL Express

  • UPS International

Carrier selection may vary by country and will be displayed at checkout. We reserve the right to change the designated carrier, provided the selected shipping service level is not materially altered.

2.2 Risk of Loss
Once the package has been handed over to the designated carrier, risk of loss and title transfers to the customer. Oxide Hookah is not liable for carrier mishandling, customs delays, or failed deliveries.

2.3 Estimated Delivery
Estimated delivery dates are provided at checkout and are based on carrier information. These estimates are not guaranteed and may be affected by customs clearance, weather, or carrier performance.

3. Shipping Fees and Charges

3.1 Dynamic Rate Calculation
Shipping costs are calculated at checkout in real-time, based on destination, weight, dimensions, and the selected service level.

3.2 No Tax Collection by Oxide Hookah
Oxide Hookah does not collect foreign sales taxes or VAT/GST at checkout. The customer is responsible for any such taxes imposed by their country of residence upon importation.

4. Duties, Taxes, and Import Restrictions

4.1 Duties and Customs Fees
All international shipments may be subject to customs duties, VAT, brokerage fees, and/or import taxes imposed by the destination country. These charges are not included in the product or shipping prices.

4.2 Customer Liability
The customer is solely responsible for payment of all customs duties and related fees at the time of delivery or customs clearance. Oxide Hookah will not reimburse these charges.

4.3 Regulatory Compliance
It is the customer’s responsibility to ensure that the items ordered are legal and importable in their jurisdiction. Oxide Hookah is not responsible for items confiscated, delayed, or rejected by customs authorities.

5. Address Accuracy and Undeliverable Packages

5.1 Obligation to Provide Valid Address
Customers are required to enter a complete and accurate shipping address, including postal codes, apartment/unit numbers, and correct recipient names. Packages returned due to incorrect address information may incur additional fees for re-shipment.

5.2 Refused or Unclaimed Shipments
If a shipment is refused, unclaimed, or returned due to unpaid duties or taxes, Oxide Hookah may withhold the cost of shipping, return fees, and a restocking fee from any potential refund. In some cases, no refund will be issued.

6. Delays and Force Majeure

6.1 Customs and Carrier Delays
We are not responsible for delays caused by customs inspections, import restrictions, or carrier backlog in the destination country.

6.2 Force Majeure Events
Oxide Hookah shall not be held liable for non-performance or delay in performance caused by acts beyond our reasonable control, including but not limited to natural disasters, war, embargoes, government actions, strikes, or pandemics.

7. Claims for Lost or Damaged International Shipments

7.1 Reporting Requirements
All claims for missing or damaged goods must be submitted via email to sales@oxidehookah.com within forty-eight (48) hours of delivery confirmation or expected arrival date.

7.2 Required Documentation
The claim must include:

  • Photographic evidence of damage

  • Copy of the packing slip

  • Original shipping packaging
    Oxide Hookah reserves the right to deny claims that are incomplete, fraudulent, or not submitted in a timely manner.

7.3 Remedy
If a claim is approved, Oxide Hookah may issue a replacement or store credit at its discretion. We are not liable for lost or damaged items due to local customs or postal handling after the parcel exits Canadian jurisdiction.

8. Contact Information

For inquiries related to international shipping, please contact:

Oxide Hookah
Email: sales@oxidehookah.com
Phone: +1 (403) 477-7757