Processing
1–3 days
Business days before dispatch
Shipping and Delivery Policy
Section 1
Order processing time
All orders are subject to a processing period before they are shipped. Orders are processed on business days only (Monday through Friday, excluding public holidays).
Order processing takes between 1 and 3 business days from the date of purchase. Orders placed on weekends or public holidays will begin processing on the next available business day.
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a link to track your shipment in real time.
Processing time is separate from transit time. Your total delivery window begins from the dispatch date, not the order date.
Section 2
Shipping rates and estimated delivery times
We charge a simple flat shipping rate of $3.99 on every order, to every destination worldwide. Delivery times below are estimates measured in business days from the date of dispatch.
| Country / Region | Method | Shipping | Estimated delivery |
|---|---|---|---|
| United States | Standard Tracked | $3.99 | 7–18 business days |
| United Kingdom | Standard Tracked | $3.99 | 5–14 business days |
| Canada | Standard Tracked | $3.99 | 7–18 business days |
| Australia | Standard Tracked | $3.99 | 7–18 business days |
| New Zealand | Standard Tracked | $3.99 | 7–18 business days |
| Europe (EU) | Standard Tracked | $3.99 | 7–18 business days |
| Rest of World | Standard Tracked | $3.99 | 10–25 business days |
* Estimated delivery times are calculated from the date of dispatch and do not include the order processing period (1–3 business days).
Section 3
Total delivery time
Your total delivery window consists of two separate periods:
Transit
7–18 days
Business days after dispatch (most destinations)
Total estimate
8–21 days
Business days from order to delivery
Example: If you place an order on a Monday, your order may be dispatched by Wednesday or Thursday of the same week. You can then expect delivery within 7–18 business days from that dispatch date.
Section 4
Order tracking
Once your order has been dispatched, you will receive an automated email containing:
- Your tracking number
- A link to track your shipment
- The estimated delivery window
You can also track your order at any time by visiting the Track Your Order page on our website and entering your order number and email address.
Please allow up to 48 hours after receiving your tracking number for the carrier's system to update with your shipment's information. This is normal and does not indicate a problem with your order.
Section 5
Customs, duties and taxes
SmartDehook ships internationally from our fulfilment centres. Your order may be subject to import duties, customs taxes, and clearance fees imposed by the destination country.
Important: Any customs duties, import taxes, or clearance fees are entirely the responsibility of the customer and are not included in the order total or shipping cost. SmartDehook does not collect or reimburse these charges.
We have no control over customs processes and cannot predict which orders will be subject to inspection or additional charges. We recommend contacting your local customs office for more information before ordering. Customs processing may add time to your estimated delivery window; SmartDehook is not responsible for delays caused by customs processing.
Section 6
Delayed or lost shipments
While we make every effort to ensure your order is delivered within the estimated timeframe, delivery dates are estimates and cannot be guaranteed. Factors outside our control — including carrier delays, customs clearance, adverse weather conditions, or force majeure events — may affect delivery times.
What to do if your order is delayed
If your order has not arrived within 30 business days of the estimated delivery date, please contact us at support@smartdehook.com with your order number. We will investigate the matter promptly and work with the carrier to locate your shipment.
Lost in transit
If a shipment is confirmed as lost by the carrier, we will offer you a full replacement or a complete refund — whichever you prefer — at no additional cost.
Please contact us before filing a payment dispute with your bank. We can resolve lost or delayed shipments quickly and fairly.
Section 7
Remote areas and island destinations
Delivery to remote areas, islands, rural regions, or destinations with limited carrier access may take longer than the estimated times shown in Section 2. This includes, but is not limited to:
- Remote rural addresses
- Island territories and offshore locations
- Areas with restricted or limited postal infrastructure
- Military or diplomatic addresses
SmartDehook is not liable for extended transit times caused by geographic remoteness or limited carrier availability.
Section 8
Multiple packages
For logistical or inventory reasons, items within the same order may occasionally be shipped in separate packages and may arrive on different dates. If this occurs:
- You may receive multiple tracking numbers
- Each package can be tracked independently
- We will notify you by email if your order is being shipped in multiple parts
You will never be charged more than the single flat $3.99 shipping rate, even if your order ships in multiple packages.
Section 9
Incorrect shipping address
It is the customer's responsibility to ensure that the shipping address provided at checkout is accurate, complete, and correctly formatted. SmartDehook is not responsible for orders that are delayed, undeliverable, or lost due to an incorrect or incomplete address provided by the customer.
If you notice an error in your shipping address immediately after placing your order, please contact us as soon as possible at support@smartdehook.com with your order number. We will do our best to make the correction before the order is dispatched. However, we cannot guarantee changes once processing has begun.
If a package is returned to us due to an incorrect address, we will contact you to arrange re-shipment. Additional shipping costs may apply.
Section 10
Order cancellation
You may request to cancel your order before it has been dispatched. To request a cancellation, contact us as soon as possible at support@smartdehook.com with your order number and the subject line "CANCEL ORDER — [your order number]".
Once your order has been dispatched, it can no longer be cancelled. If you no longer wish to keep the item, please wait to receive it and then follow our Refund & Return Policy.
Approved pre-dispatch cancellations will receive a full refund within 5 business days to the original payment method. No cancellation fee applies.
Section 11
Contact us
If you have any questions about your shipment or this Shipping & Delivery Policy, please contact our customer support team. We aim to respond to all enquiries within 1–2 business days.
Customer Support — SmartDehook
CompanyKMSE LTD (trading as SmartDehook)
Registered inEngland and Wales
Registered officeLondon, United Kingdom
Phone+44 20 4538 7291
Support hoursMonday – Friday, 9:00 AM – 6:00 PM GMT
Response timeWithin 1–2 business days
Track your ordersmartdehook.com — Track Your Order