Shipping policy

Last updated: July 02, 2025

Shipping Policy

By placing an order with Smartome, you agree to the terms stated in this Shipping Policy, together with our Terms of Service and Return and Refund Policy.

1. Order Processing

Orders are normally processed within 1–3 business days after payment has been successfully confirmed.

Business days are Monday through Friday, excluding public holidays and other non-working days observed by our warehouse or shipping partners.

Processing may take longer when:

• An order is placed during a holiday or peak sales period
• Customer information requires verification
• A payment is pending or under review
• The shipping address is incomplete or unclear
• The product is temporarily awaiting replenishment
• Additional compliance or customs information is required

The processing period is separate from the estimated shipping and transit time.

2. Shipping Origin

Smartome orders are generally fulfilled and shipped from our warehouse or fulfilment partners in China.

Depending on product availability, destination, carrier capacity, and fulfilment arrangements, an order may be shipped from another authorized fulfilment location.

The shipping origin does not change your rights under our Return and Refund Policy or applicable consumer law.

3. Free Shipping

Smartome currently provides free standard shipping for eligible orders and destinations where this benefit is displayed on the product page or during checkout.

Free shipping applies only to the shipping service selected or provided by Smartome.

Additional charges may still apply when:

• The customer requests an upgraded or expedited shipping service
• The address is located in a remote or restricted delivery area
• A delivery attempt fails because of customer-related reasons
• The package is returned because of an incorrect or incomplete address
• The customer refuses or fails to collect the delivery
• A replacement shipment is requested for a customer-choice exchange

Any additional shipping charge will be communicated where reasonably possible.

4. Duties and Taxes Included

Where an order is advertised as Duties & Taxes Included or shipped using a Delivered Duty Paid (DDP) service, Smartome arranges payment of the applicable import duties and taxes included in that service.

Customers should not normally be required to pay additional import duties or taxes upon delivery for an eligible DDP shipment.

If a carrier or customs authority requests an unexpected import payment, please do not pay it immediately unless necessary to prevent the package from being returned. Contact us first at support@smartome.shop and provide your order number and a copy of the payment request.

We will review whether the charge is covered by the shipping service used for your order.

Charges resulting from incorrect customer information, unauthorized address changes, refusal to cooperate with customs, prohibited imports, storage, repeated delivery attempts, or other customer-related actions may remain the customer’s responsibility.

5. Estimated Delivery Times

Estimated delivery times are shown below for general reference:

• United States: approximately 7–15 business days
• Canada: approximately 8–18 business days
• United Kingdom: approximately 7–15 business days
• European destinations: approximately 8–18 business days
• Australia and New Zealand: approximately 8–18 business days
• Other supported destinations: approximately 10–25 business days

These estimates begin after the order has been processed and handed to the shipping carrier.

Delivery estimates are not guaranteed unless a guaranteed delivery service is expressly stated at checkout.

Online sellers should ship within the timeframe promised to the customer. Where no shipping timeframe is stated for a U.S. order, applicable FTC rules generally require shipment within 30 days or notice and an opportunity to cancel. :contentReference[oaicite:1]{index=1}

6. Possible Delivery Delays

Delivery may be delayed because of circumstances including:

• Customs inspection or clearance procedures
• Carrier congestion or operational delays
• Severe weather or natural disasters
• Public holidays or peak shopping periods
• Transportation disruption
• Remote-area delivery limitations
• Government restrictions or regulatory checks
• Incorrect, incomplete, or unrecognized address information
• Failure by the recipient to respond to the carrier
• Events outside our reasonable control

We will provide reasonable assistance when a shipment is delayed, but we cannot guarantee a specific delivery date when the delay is outside our reasonable control.

7. Tracking Information

When tracking is available, a shipping-confirmation email will be sent after your order has been dispatched.

The email may include:

• The tracking number
• The shipping carrier
• A tracking link
• The products included in the shipment

Tracking information may take approximately 24–72 hours to update after the shipping label has been created or the package has been collected.

A temporary lack of tracking updates does not necessarily mean that the package has stopped moving.

8. Split Shipments

Products in the same order may be shipped separately when they are stored at different fulfilment locations, require different packaging, or become available at different times.

A split shipment may have more than one tracking number and may arrive on different dates.

You will not normally be charged additional standard shipping costs solely because Smartome divides an eligible order into multiple shipments.

9. Shipping Address

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

Please verify:

• The recipient’s full name
• Street address and building number
• Apartment, unit, floor, or room number
• City, state, province, or region
• Postal or ZIP code
• Country
• Telephone number
• Email address

Please contact us immediately if you discover an address error.

We cannot guarantee that an address can be changed after an order has entered processing or has been handed to the carrier.

10. Incorrect or Undeliverable Addresses

If a package cannot be delivered because of an incorrect, incomplete, or inaccessible address, the carrier may return it, hold it, destroy it, or charge additional delivery or storage fees.

Where permitted by law, the customer may be responsible for costs arising from an incorrect or incomplete address, including:

• Address-correction fees
• Redelivery fees
• Return shipping
• Storage charges
• Customs or handling fees
• Shipping costs for a replacement order

These amounts may be deducted from a refund where permitted by law.

11. Refused or Unclaimed Deliveries

Refusing delivery or failing to collect a package does not automatically cancel the order or qualify it for a full refund.

If a package is returned because it was refused or unclaimed, the customer may be responsible for:

• Original shipping expenses
• Return shipping expenses
• Customs duties and taxes
• Storage or carrier fees
• Other costs resulting from the refusal or failure to collect

Eligible amounts may be deducted from the refund where permitted by law.

12. Delivery Attempts

The carrier may make one or more delivery attempts or may redirect the package to a collection point.

Customers are responsible for monitoring tracking information and responding promptly to carrier communications.

Smartome is not responsible for a failed delivery caused by the recipient’s failure to respond to the carrier, provide requested information, or collect the package within the carrier’s deadline.

13. Delivered but Not Received

If tracking shows that a package has been delivered but you cannot locate it, please:

• Check the delivery location and surrounding area
• Ask household members, neighbors, reception, or building management
• Review any delivery photograph or carrier notification
• Contact the local carrier office
• Contact Smartome promptly if the package remains missing

We may open an investigation with the carrier and request a delivery record, geolocation data, signature, photograph, or other available evidence.

Please report the issue within 3 calendar days after the tracking status changes to delivered, where reasonably possible.

This reporting request helps us investigate promptly and does not limit mandatory rights that cannot legally be excluded.

14. Lost Packages

A package is not automatically considered lost solely because tracking has not updated for several days.

We may need to wait until the carrier’s estimated delivery period or investigation period has passed before confirming that a shipment is lost.

If the carrier confirms that an eligible shipment has been lost before delivery, Smartome will provide an appropriate remedy, which may include replacement or refund, subject to applicable law and the circumstances of the order.

15. Damaged Shipments

Please inspect your package and product promptly after delivery.

If the package or product arrives visibly damaged, please contact us within 3 calendar days after delivery at support@smartome.shop .

Please provide:

• Your order number
• Photos of the outer packaging
• Photos of the shipping label
• Photos of the product and accessories
• A short video showing the issue, where appropriate

Keep all packaging and shipping materials until the claim has been reviewed.

The three-day reporting request helps us verify shipping damage and submit a carrier claim. It does not remove mandatory consumer rights that cannot legally be limited.

16. Risk of Loss

Risk of loss or damage remains with Smartome until the product is delivered to you or a person designated by you.

An exception may apply where you independently appoint a carrier that was not offered by Smartome or where applicable law provides otherwise.

EU consumer rules generally protect consumers until they or their designated recipient take physical possession of the goods. :contentReference[oaicite:2]{index=2}

17. Order Changes and Cancellations

Contact us as soon as possible if you need to change or cancel an order.

We cannot guarantee that an order can be changed or cancelled after it has entered processing or has been shipped.

If an order has already shipped, you may need to receive it and submit a return request under our Return and Refund Policy.

18. Returns and Return Shipping

Shipping a product back to Smartome is governed by our Return and Refund Policy .

Do not return a product to any address without first receiving written return authorization and return instructions.

The correct return address may differ from the original shipping origin and may depend on the product, destination, and reason for return.

For customer-choice returns, incorrect purchases, compatibility mistakes, or other returns not caused by a confirmed defect or Smartome error, the customer may be responsible for return shipping, customs duties, taxes, handling fees, and other related costs.

19. Restricted Destinations

We may be unable to ship to certain countries, territories, remote areas, military addresses, post-office boxes, parcel lockers, sanctioned regions, or locations restricted by carriers or applicable law.

If we cannot ship to your address, we may contact you for an alternative address or cancel and refund the affected order.

20. Contact Us

For questions about processing, shipping, tracking, customs, delivery, or a missing package, contact:

Brand: Smartome
Email: support@smartome.shop
Telephone: +86 134 1118 9544

Our support team normally responds within 1–2 business days, Monday through Friday.

Please include your order number, tracking number, full name, and a clear description of the issue.