Once an order is placed online, you will receive an email confirmation containing your order details and receipt.
We will dispatch your goods via Australia Post within 1-2 working days. Under normal circumstances please expect delivery to take between 1-5 business days (depending on your location).
Please note that we can not be held responsible for items that are left unattended by Australia Post with ’Authority to leave’ or similar. Once an item is shown as ‘Delivered’ on our tracking system, you must take up any enquiries with Australia Post directly as we will have no control at this point. If you have issues with parcels that have been stolen on your property even when left in a location deemed to be ‘Safe’ by a courier, we recommend getting the parcel delivered to an alternate address or work place where you know someone will be home to accept the delivery.
We cannot be responsible if an item is delivered to the wrong address due to incorrect entry from a customer. This must be taken up with Australia post, as it is unfortunately out of our control. If an order is not picked up from the post office or sent to an incorrect address and it is returned to us (the sender) the customer will be charged the shipping cost to re-send it to the customer. If the customer requests a refund at this stage the refund will be offered Minus the shipping fee charged to The Smart Sups and also any return to sending fees incurred, this is inclusive even if the customer received free shipping at the checkout.
If you wish to query a delivery please contact us at firstname.lastname@example.org
Please note although most of international orders make it through customs without any issues, from time to time we are unable to control custom clearance for any products purchased outside of Australia. We recommend to check with customs before ordering. We are not responsible for the products incurring any extra fees/ duty or taxes at customs and/ or if an item doesn’t clear customs. If the item is returned to us the customer will be entitled to receive a refund on the products minus any shipping fees and return shipping costs to The Smart Sups. This is inclusive even if the customer received free shipping at the checkout. If the order is returned to The Smart Sups and more than 30 days pass from the order date and correspondence has not been returned from the customer we will default to a refund minus shipping and return fees.
Returns and Exchanges
If you wish to return a delivery please contact us at email@example.com
Returns and exchanges are only valid within 30 days of receiving your order. You can return your unopened product for store credit, exchange for a different product of equal value, or receive a refund to the original payment method.
If your parcel arrives and is not in perfect condition, or gets lost along the way, you will be entitled to a full credit or a replacement of your order.
If your parcel was damaged whist in transit, you must provide photo evidence of the damage. Once reviewed, you will receive a replacement of the item or credit towards your next order.
If your parcel is lost you are entitled to a refund or we will re-ship the items to you only if the following conditions have been met;
- Proof that Australia Post or Star Track has deemed your parcel lost ( customer reference ID and written confirmation in the form of an email will be required.)
- Or, your parcel has been missing or still “In transit” for over 60 days from the shipping date as per your tracking number.
Also please note that if you have purchased using a ‘discount code’ and are deemed entitled to a refund, we reserve the right to pro rata your refund amount in accordance to how much you paid for each product.
Returns or exchanges are only valid for 30 days of receiving your order. You can return your unopened product for a store credit, exchange for a different product to the equal value, or receive a refund to the original payment amount.
To initiate a Refund, Return or Exchange, please contact firstname.lastname@example.org