DUE TO THE COVID 19 AND MANY OTHER EVENTS, WE ARE EXPERIENCING A DELAY COMPARED TO NORMAL SHIPPING TIMES. ESTIMATED INSURED DELIVERY WORLD WIDE CAN BE AROUND 8-12 DAYS OR MORE. FOR ANY QUESTIONS PLEASE EMAIL OUR SUPPORT TEAM:
Smooth Flame partners with major international shipping companies like FedEx, SF Express, DHL, UPS, and EMS who work with local couriers - allowing us to ship direct to your door and proudly offer flat rate world-wide shipping.
You will be charged when your order and all payments are subject to verification and approval before shipping and may take several days to process. To help fight credit card fraud, orders with incorrect billing information or requiring additional verification may be delayed and/or cancelled.
We require between 2-5 working days on average to fulfill your order and transport it to our carrier's sort facility. Some items may take longer especially around major holidays (up to 10 days), or if your order includes popular items experiencing stock availability issues.
Once your order has begun processing through our shipping department we are unable to make any changes (including address changes). We will only ship to the address provided at check-out.
We only ship during business days and do not ship on Saturdays, Sundays or holidays. Once your order has shipped, you will receive a Shipping Confirmation email.
For orders with multiple items, products may be shipped separately and received on different dates due to the difference in manufacturing partners’ locations.
All orders are processed with tracking numbers. You will receive an email with the tracking number when you order is dispatched to the carrier's sort facility.
For some shipping companies, it can take several days for the tracking information to update in the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Shipping time varies by country or region. Specific delivery dates are not provided nor guaranteed. These are our estimates for your reference:
|Location||*Estimated Shipping Time|
|United States||7-14 Business days|
|Canada, Europe||10-14 Business days|
|Australia, New Zealand||10-21 Business days|
|Mexico, Central America, South America||15-30 Business days|
*Note: The days listed above are only estimates in business/working days and do not include our 2-5 day processing time.
While we will do all that we can to make sure you order is delivered on time, Smooth Flame cannot be held responsible for conditions beyond our control such as required postal or customs clearance procedures, holidays, severe weather, labor disputes, protests, etc. and these interruptions can cause delays beyond our original delivery estimates.
Duties, Taxes, and Other Fees:
International shipments may be subject to import taxes, duties and/or customs clearance fees, which are levied once a shipment reaches the recipient's country. These fees are the sole responsibility of the recipient. High Entity has no control over these charges, nor can High Entity predict what they may be. If a shipment is refused and returned, you will be responsible for any import taxes and return shipping costs incurred.
Customs policies vary widely by country. If you have questions we recommend that you contact your local customs office for more information.
Smooth Flame is not responsible for lost, stolen or damaged packages. If your tracking information states that your package was delivered to your address and you have not received it, please report it and/or file a claim with your respective shipping carrier.
Note: We utilize the timestamp information from the tracking link and delivery confirmation from the carrier when reviewing damage or return requests and we may not be able to honor your claim if it is not reported.
Wrong Address Disclaimer:
It is the responsibility of the buyer to make sure that the shipping address entered is correct before submitting an order. We start working on your order immediately, so we are unable to make any changes to an order after it has been placed. If the order has already been processed through our shipping department, we cannot retrieve it for an address change.
We would love to hear your feedback, questions, or any concerns. Please feel free to email us at email@example.com to let us know how we are doing. We take your feedback very seriously and are always striving to improve.