Shipping policy

(S)MER Shipping Policy

At (S)MER, we are dedicated to ensuring your products are delivered to you efficiently and safely. Please read our shipping policy below to understand our processes, delivery times, and shipping charges.

1. Shipping Destinations

We currently ship to the following locations:

  • Australia (Standard and Express options available)
  • International (select countries)

If your country is not listed as a shipping destination at checkout, please contact us at customerservice@s-mer.com, and we’ll do our best to assist you.

2. Processing Times

Orders are typically processed within 1-2 business days (excluding weekends and public holidays). You will receive a confirmation email once your order has been shipped.

Please note that processing times may be extended during peak seasons or for pre-orders. We will notify you of any significant delays.

3. Shipping Options & Costs

We offer the following shipping options:

  • Australia:

    • Standard Shipping: Estimated delivery within 3-7 business days.
    • Express Shipping: Estimated delivery within 1-3 business days.

  • International:

    • Delivery times vary by location, typically between 7-21 business days. Any applicable customs duties or taxes are the responsibility of the customer.

Shipping costs are calculated at checkout based on your location and the weight of your order.

4. Tracking Your Order

Once your order has been shipped, you will receive a tracking number via email. You can use this number to track the status of your delivery through the shipping carrier’s website.

Please allow 24 hours for the tracking information to update.

5. International Shipping

For international orders, please note the following:

  • Delivery times vary depending on the destination.
  • Customers are responsible for any customs duties, taxes, or additional charges that may be imposed by your country.
  • (S)MER is not responsible for delays caused by customs clearance or other factors beyond our control.

6. Shipping Delays

While we do our best to ensure timely deliveries, please understand that there may be delays due to factors beyond our control, such as postal delays, customs clearance, or natural events. In these cases, we will keep you informed of any known delays.

If you do not receive your order within the expected timeframe, please contact our customer service team at customerservice@s-mer.com.

7. Incorrect Address

Please ensure that your shipping address is entered correctly during checkout. (S)MER is not responsible for orders shipped to an incorrect or incomplete address provided by the customer.

If you realise that you entered an incorrect address after placing your order, please contact us immediately at customerservice@s-mer.com. We will do our best to assist, but we cannot guarantee changes to your shipping address once the order has been processed.

8. Lost or Stolen Packages

(S)MER is not responsible for lost or stolen packages. Once the package is marked as "delivered" by the carrier, it is considered the responsibility of the customer.

If your package is lost or stolen, we recommend contacting the shipping carrier directly to file a claim. We are happy to assist in this process where possible—please reach out to us at customerservice@s-mer.com.

9. Contact Us

For any further questions or assistance regarding our shipping policy, please contact us at:

(S)MER Customer Service
Email: customerservice@s-mer.com

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