Shipping Policy
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 for our customers. We partner with the following reputable shipping carriers for the delivery of your order:
DHL 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, 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 not guaranteed. Often shipping times are quicker than indicated below.
New Zealand:
North Island 2-3 days
South Island 2-4 days
Please add an additional 1-2 days for New Zealand rural deliveries.
Australia:
DHL Express 2-5 days
Please add an additional 2-4 days for rural deliveries.
USA and Canada:
DHL Express 3-6 days
Please add an additional 2-4 days for rural or Alaska deliveries.
Europe and United Kingdom:
DHL Express 3-6 days
Please add an additional 2-4 days for rural deliveries.
Other Countries:
DHL Express 3-10 days
Please add 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:
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 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 do incur these additional charges, they must be rendered by you for your package to clear customs. DHL will contact you on behalf of the customs authority in your country if import duty and/or taxes are due. DHL, like any other agent, may charge a nominal administration fee for this service. If DHL are unsuccessful contacting you, they provide you a maximum period of 7 days for you to reply. After this time, DHL will return your order to Smokai and Smokai will automatically re-classify 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, a refund shall be calculated as follows: original order value less original shipping cost to destination less return shipping, importation 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 the checkout process to ensure a successful delivery. We are not responsible for any delays or failed deliveries caused by incorrect or incomplete shipping information. Our international carrier, DHL, does not deliver to PO Boxes, so please ensure you enter a physical delivery address when placing your order.
Delays in Transit:
Occasionally, orders may experience delays during transit. We will not always be the first to be aware of these delays. If your transit is taking longer than indicated in the tracking information, please contact the carrier’s local office who will be able to assist you directly. This is the most effective and efficient way to address and solve a potential issue with delivery. However, if an issue persists, please inform us and we will take action to 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 for a redelivery or pick-up. Additional charges may apply for subsequent delivery attempts.
Lost or Damaged Shipments:
While we take utmost care in packaging and ensuring the safe delivery of your order, 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 and the parcel is stolen, no action can be undertaken by our carriers or us to remedy this situation and neither the carrier or Smokai shall be liable.
Returns:
Our Returns Policy is separate from this shipping policy. Please refer to our dedicated Returns Policy for detailed information on returns.
Refusal to Accept Delivery:
If you decline to accept the delivery of your order once it has been dispatched, Smokai will automatically re-classify your order as a return, and 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, a refund shall be calculated as follows: original order value less original shipping cost to destination less return shipping 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 our shipping policy at any time without prior notice. Any changes will be effective immediately upon posting the revised policy on our website. We encourage you to review our 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 our shipping policy, including the Incoterms DDU and your responsibilities. If you have any further questions or require assistance regarding our shipping process, please don't hesitate to contact our customer support team. We are here to help!