Shipping policy

Thank you for shopping with Smith Arlo. We specialize in the cross-border sales and global distribution of diverse electronic products and smart devices. Adhering to strict logistics standards and professional shockproof, moisture-proof and anti-collision packaging processes for precision electronic goods, we dedicate ourselves to ensuring all orders are accurately processed, fully protected and delivered in pristine condition within a reasonable delivery cycle.

1. Order Processing Time

All orders are processed within 1-3 business days (excluding weekends and holidays) after receiving your order confirmation. Every electronic product will undergo strict functional testing, appearance inspection and customized protective packaging before shipment to prevent circuit failure, component damage and appearance abrasion during long-distance cross-border transportation.
If we experience a high volume of orders during promotional campaigns, seasonal sales peaks and official holidays, processing times may be extended. Customers will be notified via official email if there are any significant delays in order preparation and shipment arrangement.

2. Shipping Rates and Delivery Estimates

Shipping charges for your order will be calculated and displayed at checkout according to the actual weight, volume and international shipping destination of your electronic products.
Estimated delivery times:
Standard Shipping: 15 business days
Delivery times are estimates and may vary due to carrier delays, customs clearance, weather conditions, logistical constraints, or holidays. Multiple uncontrollable external factors in international logistics will affect the actual delivery progress, and the estimated time is only for customer reference.

3. Shipment Confirmation and Order Tracking

Once your order has shipped, you will receive a shipment confirmation email with complete tracking codes and logistics inquiry information.
Tracking details typically become available within 24-48 hours after shipment due to conventional data synchronization delays of global cross-border logistics platforms.

4. Incorrect Address Disclaimer

Please double-check and confirm that your shipping address, postal code and recipient contact information are accurate and complete at checkout to avoid delivery anomalies.
Smith Arlo is not responsible for misdelivery, loss or return of parcels caused by incorrect or incomplete address information provided by customers. If a package is returned to our warehouse due to address errors submitted by customers, reshipping fees may apply for secondary delivery services.

5. Lost or Damaged Packages

Lost Packages:
If your package is lost in transit or the logistics status remains unupdated for a long time, please contact our customer service team within 7 days of the expected delivery date to launch a logistics investigation and after-sales processing.
Damaged Items:
If your electronic products arrive with broken screens, faulty functions, damaged internal components or torn packaging during transportation, please contact us within 48 hours of delivery and provide clear photos of the damaged items and original packaging. We will review the situation comprehensively and work to resolve the issue as quickly as possible.

6. Electronic Product Usage and Maintenance Notice

All electronic devices and smart products shall be used, charged and maintained strictly in accordance with the professional usage guidelines and maintenance instructions attached to each product. Smith Arlo is not responsible for equipment failure, component damage or performance loss caused by improper operation, private disassembly, unauthorized modification, incorrect charging habits or manual misuse of electronic products.

7. International Shipping and Customs Notice

For international shipments, customs duties, taxes, or import fees may apply depending on the destination country’s local tariff policies and electronic product import regulations. These charges are the responsibility of the customer and are not included in the product price or shipping cost.
Customers shall independently bear all customs-related fees and policy risks arising from cross-border transportation of electronic products.

8. Logistics Protection Tips

All precision electronic products adopt multi-layer professional protective packaging to adapt to complex long-distance transportation environments. To ensure order accuracy and transportation safety, no recipient information modification is allowed after order shipment.

9. Contact Information

If you have any questions regarding this Shipping Policy, logistics progress, order delivery and after-sales issues, please contact us:
Company Name: Smith Arlo
Phone number: +64 21 786 9860
Email: support@smitharlogoods.shop
Physical address: 221 George Street, Palmerston North, MWT 4410, New Zealand