General Shipping Information
We ship out of Orange County, California, United States. 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 24-48 business hours 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 Friday, not including U.S Federal Holidays. All shipping time frames are counted in business days.
A confirmation of your order will be emailed to you after your purchase is finalized. Once your parcel has been dispatched, Coals N Bowls will also send you a shipping confirmation email.
Customers are responsible for entering the correct shipping addresses and are encouraged to check them prior to submitting an order. Please note that incorrect 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. Coals N Bowls is not responsible for, nor able to refund or replace orders shipped to the incorrect address.
Lost and/or Undelivered Orders
Lost or undelivered packages are not the responsibility of icon hookah.com, and any issues arising from packages not received must be resolved by the customer, with the postal carrier in use. Coals N Bowls strives in the upkeep and resolution of such matters, and any erroneous shipping issues must be reported within 48 hours of the last tracking update.
Coals N Bowls wants you to be 100% satisfied with your order. You may return all unused items purchased at coalsnbowls.com within 30 days of the original delivery for a refund. 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. 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. 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. 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. Customer Service is available Monday through Friday: 10:00-7:00 p.m. PST. Please contact us at 855-723-0770 and/or email us
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