While we do our best to ship every order on time, occasional delays can happen, especially during periods of postal strikes, severe weather, or increased order volume.
Most orders still ship within the selected service time:
- Expedited: 1–5 business days
- Xpresspost: 1–2 business days
Please note that U.S. orders may experience longer transit times due to the new U.S. customs clearance requirements (see details below).
Once your order has shipped, you’ll receive a tracking number by email. Please allow up to 24 hours for tracking updates to appear in the Canada Post system.
We appreciate your patience and understanding. Our team is doing everything possible to ensure your order reaches you safely and as quickly as conditions allow.
Important Notice
We ship primarily with Canada Post, and occasionally with UPS, Canpar, or Purolator.
Please be aware of scam phone calls claiming that additional payment is required to release your package.
This is not legitimate. Once you’ve completed your order on our website, you’ll never be asked to pay anything extra, unless:
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You’re outside Canada and there’s a shipping rate adjustment, or
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Your country requires import taxes or duties on delivery.
Package Protection
We strongly recommend adding Route Package Protection at checkout. It covers your order in case it’s lost, stolen, or damaged in transit.
Please note that My Hookah Canada is not responsible for packages stolen from doorsteps or building lobbies.
Route insurance provides full coverage for these situations, and it costs only about 1% of your order total, a small price for peace of mind.
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 $150 (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 $180 in Mid East/West. We offer Expedited (1 to 7 Business Days) and Xpresspost (1 to 2 business days). Xpresspost does not qualify for free shipping.
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. Shishafreak.com will contact you if your order will be on backorder for more than one week.
Shishafreak.com 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 Shishafreak.com 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 admin@shishafreak.com 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:
ShishaFreak 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, Shishafreak.com cannot guarantee Xpresspost deliveries and will refund the difference between Xpresspost and Expedited difference. Shishafreak.com will not refund the cost of items or cancel any shipped orders due to delays caused 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 within 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
Shishafreak 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 admin@shishafreak.com 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. When we ship order with other carriers like Canpar, UPS, and Purolator, we will send you the tracking number by email.
Shipping to the United States (NEW)
All U.S. orders are shipped from our Canadian warehouse. Please note that new U.S. Customs regulations took effect on August 29, 2025. The $800 USD De Minimis exemption has been removed, meaning all shipments to the U.S. are now subject to customs clearance, duties, and taxes, regardless of order value.
These fees are set by U.S. Customs and Border Protection (CBP) and are the responsibility of the customer.
Processing times may also be longer due to these new requirements.
We handle all customs documentation to ensure smooth delivery and appreciate your understanding. These are U.S. government policies, and all cross-border sellers are required to comply.
