Shipping Protection Terms

What we deem as LOST
  • Carrier status states "delivered’" to the Order Address, but you have not received it. Depending on where you live, we ask that you allow a minimum of 7 business days but no longer than 15 days after carrier status "delivered" for United States domestic shipments (20 days for international shipments, including Canada) for your parcel to be delivered. Sometimes the carrier prematurely marks it as delivered and attempts a redelivery, and it then turns up in a secure location at your property or perhaps may be mis-delivered. Please immediately contact your local delivery courier (ex. Royal Mail, Fedex, DHL, USPS, UPS) to begin working to locate your package. We'll immediately do the same from our end. Be sure to notify us to confirm your package is finally delivered!
  • If your carrier status is not "delivered" and your tracking has not updated for 2 weeks from the original shipping date.
  • We reserve the right to classify this as a ‘delay’ if there is a high volume of parcels in the network and we are aware of delays, otherwise we will offer a refund or replacement right away.
What we deem as DAMAGED
  • Items arrive damaged in transit - broken pieces, bag is wet, stained, torn etc.
  • Some of your order is missing due to the box/packet opening in transit. 

Please immediately contact us at support(at)smuuvbody.com if your items have arrived damaged or if something is missing. Submit photographic evidence of tampered items.

What's not covered
  • Missing parcels or redelivery fees due to invalid / incorrect address information provided by you
  • Delays in transit 
  • Order marked as unfulfilled or unshipped. This may be due to a pre-order or delay in shipping during high-volume periods (ex. Holidays).
  • International orders stuck in customs - we can't be held responsible for customs delays. Please get in touch with your shipping carrier and pay required customs fees. If you refuse customs payments, we are not liable for any return to sender fees and these will be deducted from your refund.
  • Items that are returned to us for a refund or exchange that are in an unsellable condition
  • If you requested items to be left outside your property and they go missing - this waives the right to any claim as per carrier terms and conditions.
  • If you are unsatisfied with your product, Smuuv Shipping Protection is not a product replacement plan. Rather, please follow our Returns Policy within our stipulated return period.
How to submit your claim

If your parcel is lost or damaged, please contact us at support(at)smuuvbody.com from the email address you used to place your order. A member of our customer service team will happily assist you within 1-2 working days. What to include in your claim:

  • Subject line: CLAIM for order #12345 (your order#)
  • Description of your issue
  • Photo evidence of damage

We will continue to track your parcel and should it appear, we request it be sent back to us at our expense.

By selecting Smuuv Shipping Protection, you agree to these terms. 

For parcels that do not arrive for some reason, please search your entire property to see if the parcel has been left somewhere other than your front door.  Check security footage if available. We ask that you do not get in touch with us regarding a missing parcel until the allotted time has passed for it to be deemed as lost (usually 7 days).

This is our in-house Shipping protection policy. Smuuv Shipping Protection is not an insurance policy and is non-refundable.

Our Policy for unprotected Parcels

We will diligently follow the claims policy with your Shipping courier to either locate your parcel or deem it as lost. This may take up to 6-8 weeks and is at the discretion of the courier.

If your parcel has a GPS location or photographic evidence that it has been delivered to your property, is with a neighbour or at a secure location, we are not responsible for a refund or replacement.

If you purchased Smuuv Shipping Protection

All orders with Smuuv Shipping Protection will be marked as "Partially shipped/fulfilled" when you log into the Shop app to check the status on your order. This is because the actual shipping protection gets "auto-fulfilled" right after your purchase is made. This does not mean your order has shipped yet. When your actual order ships, you will receive a shipping confirmation email with a tracking #