WHAT IS THE STATUS OF MY ORDER?
We provide real time tracking for all orders.
You will receive an email from us once you order has been placed through the website.
You will receive a further email with a link to live tracking, irrespective of your location, once your order is despatched.
You can track your item using the number provided.
WHEN WILL MY ORDER BE DISPATCHED?If we receive your order before 2pm (NZST) during weekdays, we’ll despatch your order the same day. We know you don’t want to wait too long to receive your awesome Smokai product, so our aim is to dispatch it as quickly as possible which is timed to the last daily collection by our international and national couriers. If we anticipate a delay in the despatch or delivery of your order for whatever reason, we will contact you.
DO YOU SHIP INTERNATIONALLY?
We ship to countries around the world every weekday via DHL Express.
HOW MUCH DOES SHIPPING COST?
We offer FREE COURIERPOST delivery on all orders over $100 NZD. For orders that are below this threshold, we charge a flat rate of $10 NZD for CourierPost delivery.
INTERNATIONAL:We offer FREE DHL EXPRESS shipping based on these order minimums:
- Australia: orders over $150 NZD (approx. $145 AUD as at 10 Oct 2021)
- USA & Canada: orders over $250 NZD (approx.. $175 USD as at 10 Oct 2021)
- Europe: orders over $250 NZD (approx. €150 EURO as at 10 Oct 2021)
- Australia: still ships with DHL Express $30 NZD (approx. $28.50 AUD as at 10 Oct 2021)
- USA & Canada: still ships with DHL Express $35 NZD (approx. $25 USD as at 10 Oct 2021)
- Europe: ships with DHL Express $50 NZD for ALL ORDERS (approx. €30 EURO as at 10 Oct 2021)
- Other International destinations: ships with DHL Express $65 NZD for ALL ORDERS (approx. $45 USD as at 10 Oct 2021)
HOW LONG WILL MY ORDER TAKE TO GET TO ME?
Everything we manufacture or craft is done so with utmost attention to detail. We back ourselves and most importantly our customers by holding all items in stock, ready for dispatch. Given this, the time your package takes to arrive is dependent on our selected couriers. This is why we choose courier companies that, from our experience, provide the quickest and very best delivery experience. These aren’t just words. Read our reviews and you’ll see that our shipping times are world class.
Please note that these shipping times are based on average delivery times we are currently seeing and are not guaranteed. Often shipping times are quicker than indicated below.
ARE THERE ANY CUSTOMS OR DUTY ON MY SHIPMENT?
This does not apply to New Zealand customers.
USA customers will not be charged duties or customs by their authorities unless their order totals over $800 USD.
Australian customers will not be charged duties or customs by their authorities unless their order totals over $1,000 AUD.
For all other international destinations, your package may or may not be subject to import taxes, customs duties, and/or fees imposed by the destination country. If you are unsure about your country’s custom policies, please contact your local customs office.
Smokai ships your package DDU, “duties and taxes unpaid”, does not collect the VAT, duties and/or taxes and cannot predict what your particular charges may be. If you do incur these additional charges, they must be rendered in order for your package to clear customs.
If your international order has not been received within 10 business days, please consult with your local DHL office as this is the fasted way to expedite your delivery.
WHEN SHIPPING INTERNATIONALLY, CAN YOU MARK MY PACKAGE AS “GIFT”?
As a legitimate and law abiding company, we comply with the import laws and regulations of the countries we ship to. This includes accurately representing the contents of your package. Your order will be shipped legally. This means that the paperwork accompanying your shipment accurately represents your order. We cannot legally mark your package as “Gift”.