Orders, Delivery & Shipping

Shopping on our store is super easy:

1. Just browse through the different categories (hookahs, accessories, replacement parts, variety items, lifestyle, and outlet) and click the Buy button. Or click directly on the product itself to see more details.
2. Keep browsing the site until you pick everything you want. Then just head to your cart and finish your purchase.
3. Log in with your email and password. If you’re not registered yet, you can create an account real quick by clicking Create an account.
4. After that, choose the best shipping option for you. We ship through MANDAE, NUVEM ENVIOS AND SHIPSMART.
5. Now just choose your payment method.
6. Once you complete your order, you’ll get a confirmation email with all the details.
   

Orders placed at Sultan are packed and shipped within up to 7 business days after payment approval.
Even though Pix and credit card payments are usually approved instantly, in some cases they may take up to 2 business days.
Bank slip (boleto) payments may take up to 3 business days to confirm.

Once your payment is confirmed, your order goes into processing. For safety, we allow up to 7 business days before dispatching it (most orders ship much sooner, but promo periods may cause delays).

In other words: the shipping timeframe you selected only starts counting after the payment is approved + the prep time of your order. After that, you can count the delivery time based on your city and state.

Only one delivery address is allowed per order.
There will be two to three delivery attempts. If all attempts fail, the package will return to the distribution center and will only be resent after payment of new shipping costs and confirmation of the address. The timeframe for reshipping will be the same as a new order.

If anything unexpected happens, Sultan will contact you.
Any delays caused by MANDAE, NUVEM ENVIOS AND SHIPSMART, shipping service are not Sultan’s responsibility.

If you have any questions about your order, reach us on WhatsApp: +55 11 2897-4090 or email us at [email protected] / [email protected].