Shipping rates are calculated at checkout and are determined by the product(s) that you would like to order.

At Smokai, we strive to provide efficient and reliable shipping services from our New Zealand warehouse. We partner with the following reputable shipping carriers for the delivery of your order from Auckland:

• FedEx for all international destinations.
• NZ Post Courier for all New Zealand destinations.

Processing Time

Once your order is placed and payment is confirmed, we will begin processing your order. The processing time includes order verification, quality control checks, packaging, and handing it over to the shipping carrier.

All orders are processed within 1–2 business days. For example, if you place an order on Friday, it will be processed the following Monday or Tuesday. After your order is dispatched, you will receive shipping details, including tracking information, via email.

Shipping Time

The shipping time refers to the duration it takes for your order to reach its destination after it has been handed over to the shipping carrier. Shipping times may vary depending on the destination and any unforeseen circumstances that may occur during transit.

While we strive to provide accurate estimates, please note that the following shipping times are approximate and are not guaranteed. Shipping times are often quicker than indicated below.

New Zealand

• North Island: 2–3 days
• South Island: 2–4 days
• Please allow an additional 1–2 days for rural deliveries.

Australia

• FedEx: 2–5 days
• Please allow an additional 2–4 days for rural deliveries.

USA and Canada

• FedEx: 3–6 days
• Please allow an additional 2–4 days for rural or Alaska deliveries.

Europe and United Kingdom

• FedEx: 3–6 days
• Please allow an additional 2–4 days for rural deliveries.

Other Countries

• FedEx: 3–10 days
• Please allow an additional 2–6 days for rural deliveries.

Tracking

Once your order has been shipped, we will provide you with a tracking number or a link to track your shipment. This allows you to monitor the progress of your package as it makes its way to you.

Please note that it may take some time for the tracking information to be updated, so we appreciate your patience.

International Shipping

Australian customers will not be charged duties or customs fees by their authorities unless their order total exceeds $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 customs authority in your destination country.

Our shipping terms follow Incoterms DDU (Delivery Duty Unpaid), which means that any duties, taxes, or fees associated with the importation of the products by customs or other relevant authorities in your country are your responsibility as the customer.

If you are unsure about your country’s customs policies and/or potential charges, please contact your local customs office.

If you incur these additional charges, they must be paid by you for your package to clear customs. FedEx will contact you on behalf of the customs authority in your country if import duties and/or taxes are due. FedEx, like any other agent, may charge a nominal administration fee for this service.

If FedEx is unsuccessful in contacting you, they will provide you with a maximum period of seven days to respond. After this time, FedEx will return your order to Smokai, and Smokai will automatically reclassify your order as a return.

You will be responsible for the associated return costs in accordance with the Smokai Returns and Refunds Policy. Once Smokai has received your order back, your refund will be calculated as follows: the original order value, less the original shipping cost to the destination, return shipping costs, importation costs, and restocking costs.

Shipping Address

It is your responsibility to provide us with accurate and complete shipping information, including the correct address, contact person, and phone number. Please double-check the details provided during checkout to help ensure a successful delivery.

We are not responsible for delays or failed deliveries caused by incorrect or incomplete shipping information.

Our international carrier, FedEx, does not deliver to PO Boxes. Please ensure that you enter a physical delivery address when placing your order.

Delays in Transit

Occasionally, orders may experience delays during transit. We may not always be the first to become aware of these delays.

If your delivery is taking longer than indicated in the tracking information, please contact the carrier’s local office, which will be able to assist you directly. This is generally the most effective and efficient way to address and resolve a potential delivery issue.

If the issue persists, please inform us, and we will take appropriate action to help expedite the process.

Failed Delivery Attempts

If the shipping carrier is unable to deliver your package due to an incorrect address, unavailability, or any other reason beyond our control, please contact the carrier directly to arrange redelivery or collection.

Additional charges may apply for subsequent delivery attempts.

Lost or Damaged Shipments

While we take the utmost care when packaging orders and arranging their safe delivery, we understand that unforeseen incidents may occur during transit.

If your package is lost or arrives damaged, please contact us immediately. We will work with the shipping carrier to initiate an investigation and take appropriate steps to resolve the issue.

If you instruct the carrier to leave the parcel unattended and the parcel is subsequently stolen, neither the carrier nor Smokai will be liable, and no remedial action can be undertaken.

Returns

Our returns policy is separate from this shipping policy. Please refer to our dedicated Returns and Refunds Policy for detailed information about returns.

Refusal to Accept Delivery

If you decline to accept delivery of your order after it has been dispatched, Smokai will automatically reclassify the order as a return.

You will be responsible for the associated return costs in accordance with the Smokai Returns and Refunds Policy. Once Smokai has received the order back, your refund will be calculated as follows: the original order value, less the original shipping cost to the destination, return shipping costs, and restocking costs.

Customs Restrictions

It is your responsibility to ensure that the products you are ordering comply with the customs regulations and restrictions of your country.

We are not liable for any customs seizures or confiscations resulting from the importation of prohibited or restricted items.

Shipping Policy Updates

We reserve the right to update or modify this shipping policy at any time without prior notice. Any changes will become effective immediately upon posting the revised policy on our website.

We encourage you to review this shipping policy periodically to stay informed about any updates or modifications.

By placing an order with Smokai, you acknowledge that you have read, understood, and agreed to comply with this shipping policy, including the Incoterms DDU requirements and your associated responsibilities.

If you have any further questions or require assistance regarding our shipping process, please do not hesitate to contact our customer support team. We are here to help!