Shipping Policy

At Smith, we work to process and deliver orders as efficiently as possible. This Shipping Policy explains how orders are processed, shipped, tracked, and delivered.

By placing an order with Smith, you agree to the terms described in this Shipping Policy.

Order Processing

Orders are typically processed within 24 to 72 hours after payment is confirmed, excluding weekends and public holidays.

During high-volume periods, promotions, holidays, or unexpected operational delays, processing times may be longer.

Once an order has been processed and shipped, the customer will receive a shipping confirmation email with tracking information when tracking is available.

Shipping Rates

Shipping rates are calculated and displayed at checkout before payment is completed.

The final shipping cost may depend on the customer’s delivery location, selected shipping method, order value, package size, and available carrier options.

If free shipping, discounted shipping, or priority shipping is available, it will be shown at checkout.

Shipping Destinations

Smith ships to multiple regions and countries. Available shipping destinations are displayed at checkout.

If a shipping option is not available for a customer’s location, the order may not be completed or may be cancelled and refunded.

Estimated Delivery Times

Estimated delivery times begin after the order has been processed and shipped.

Australia standard tracked shipping usually takes 4 to 8 business days.

Australia priority shipping usually takes 2 to 5 business days.

New Zealand tracked shipping usually takes 4 to 8 business days.

United States and Canada tracked shipping usually takes 3 to 8 business days.

United Kingdom tracked shipping usually takes 3 to 8 business days.

Other international destinations usually take 5 to 10 business days, depending on location, customs clearance, and carrier performance.

Delivery estimates are not guaranteed. Actual delivery times may vary due to carrier delays, customs inspections, weather conditions, public holidays, incorrect addresses, failed delivery attempts, high shipping volume, or other circumstances outside Smith’s control.

Tracking Information

When tracking is available, customers will receive a tracking number by email after the order has shipped.

Customers can use the tracking link provided in the shipping confirmation email or visit the Track Your Order page on our website.

Tracking updates may take time to appear after the shipping label is created. If tracking has not updated immediately, customers should allow additional time for the carrier to scan and update the package status.

Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete, accurate, and deliverable shipping address at checkout.

Smith is not responsible for delayed, lost, returned, or misdelivered orders caused by incorrect or incomplete shipping information provided by the customer.

If a customer notices an address mistake after placing an order, they should contact Smith as soon as possible through the Contact page on our website. We will try to assist, but address changes cannot be guaranteed once an order has been processed or shipped.

Failed Delivery Attempts

If a carrier is unable to deliver a package due to an incorrect address, unavailable recipient, restricted delivery location, failed delivery attempts, or failure to collect the package, the package may be returned to Smith or held by the carrier.

Additional shipping fees may apply if the customer requests reshipment.

Lost, Stolen, or Delayed Packages

Smith is not responsible for packages that are lost, stolen, delayed, or marked as delivered by the shipping carrier.

If tracking shows that a package has been delivered but the customer has not received it, the customer should check the delivery address, mailbox, front desk, neighbors, building reception, local post office, and carrier delivery location.

Customers should contact the carrier directly to start a delivery investigation. Smith may assist with carrier claims when possible, but refunds or replacements are handled case by case and are not guaranteed for packages marked as delivered.

Customs, Duties, and Taxes

International orders may be subject to customs duties, import taxes, VAT, brokerage fees, handling fees, or other charges required by the destination country.

These charges are the customer’s responsibility and are not included in the product price or shipping cost unless clearly stated at checkout.

Smith is not responsible for customs delays, customs inspections, refused customs clearance, or additional charges imposed by local authorities.

Refused or Unclaimed Packages

If a package is refused, unclaimed, returned due to unpaid customs charges, returned because of an incorrect address, or returned after failed delivery attempts, Smith may deduct shipping fees, return shipping costs, customs fees, handling fees, and any related costs from any eligible refund.

Original shipping fees are not refundable unless required by law or unless the return is caused by an error made by Smith.

Damaged Packages

Customers should inspect their package upon delivery. If the package arrives damaged or the product inside is damaged, the customer should contact Smith through the Contact page on our website and provide the order number along with clear photos of the packaging and product.

Smith will review the issue and provide an appropriate solution depending on the situation.

Order Changes After Purchase

Once an order is placed, changes are not guaranteed.

If a customer needs to update shipping details, change a product, or cancel an order, they should contact Smith immediately through the Contact page on our website.

Orders that have already been processed, fulfilled, or shipped cannot be changed or cancelled.

Split Shipments

Some orders may be shipped in separate packages depending on product availability, warehouse processing, or carrier requirements.

If an order is shipped in multiple packages, the customer may receive more than one tracking number.

Contact

For questions about shipping, tracking, delivery, customs, or order issues, customers may contact Smith through the Contact page on our website.