Shipping & Customs – Frequently Asked Questions
Do you ship internationally?
Yes, we ship worldwide to over 150 countries. You can check your country during checkout or contact us if you’re unsure.
Which shipping carriers do you use?
We work with trusted carriers like FedEx, DHL, and DPD, depending on the destination and delivery speed you choose.
How long does shipping take?
Standard shipping usually takes 3–7 business days, while express delivery can arrive in 1–3 business days, depending on the country.
How much does shipping cost?
The cost is calculated automatically at checkout based on your location, carrier, and order size. We always aim to keep shipping affordable.
Do I have to pay customs duties or taxes?
Some countries charge import duties or VAT. These costs depend on local laws and are the responsibility of the customer.
What if my order is stopped at customs?
If customs request additional documents or clarification, we’re happy to assist and provide supporting information. We recommend that customers are aware of their local import rules before placing an order.
In cases of customs confiscation a partial compensation (up to 20% of the order value, excluding shipping) may be offered. Ensuring product legality for import is the customer’s responsibility. Refund for a customs seized order will be issued after the complaint (available to be submitted for 20 days from the shipping date) within 30 days from the shipping date.
How are the packages labeled and packed?
We ship in discreet, neutral packaging, with product descriptions adapted to ensure smooth transit. For example, devices may be labeled as “charging accessories” and sticks as “filter tubes.”
Can I track my shipment?
Yes. You will receive an email with a tracking number as soon as your order is dispatched. You can follow the progress in real time.
Do you deliver to countries where heated tobacco is restricted?
We do ship to many countries where these products are not officially available. We recommend checking your country’s import rules before placing an order.
What happens if my package is delayed or returned?
If your package is delayed or returned by the courier, we investigate with the shipping provider and help resolve the issue. In some cases, reshipment may be possible depending on the circumstances. We evaluate each situation individually to find the best solution.