While we strive to get your orders to you on time, sometimes there might be delays due to various factors. But don't worry, we're on top of it! We'll keep our updates and schedule page updated with the latest shipping dates. We work hard to minimize these delays and appreciate your understanding and patience.
First steps
Check your email to see if you've received an order shipment email from us. In that email there will be tracking details and a link to Next Smart Ship's direct tracking page for your order. You can even chat with them directly through their chatbox for any further details on shipping.
No shipping email/My order hasn't shippped
If you haven't yet received a shipment email from us, don't worry!
Here are a few steps you can take:
- Check if it's been fulfilled: In the customer portal, you will find all your past order details, locate the relevant order to see if it has been fulfilled and has a tracking button available.
- Review Your Order: If your order hasn't been fulfilled, there are a few possible reasons why. This includes preorders, subscriptions, or mixing any regular order with a pre-order or subscription product. You can refer to our Shipping Process FAQ for more details on how these orders are handled.
- Check for Updates: Visit our updates and schedule page to see if there have been any changes that might affect the shipping of your order. We try to email everyone but sometimes we get caught in spam filters and technical glitches.
- Contact us: If none of these scenarios apply and haven't received your tracking details, it's possible that your order may be stuck in our system. In this case, please contact customer service. We're here to help and will do our best to resolve the issue as quickly as possible.
Delivered but can't be located
If your parcel's tracking is listed as delivered but nothing has arrived, don't panic! Here's some helpful steps to try before contacting us:
- Check with your neighbours: Sometimes, deliveries get a little mixed up and can end up at a neighbours house.
- Wait 24-48 hours: Sometimes parcels are delivered later in the day, the day after, or the shippers need some time to track down your goodies.
- Visit the Next Smart Ship website: Check the status of your shipment. If required, send them a message requesting the "last mile" tracking number as this can change between shipments.
- Contact your "last mile" delivery shipper (for example USPS): Let them know it's marked as delivered but missing. Ask them to confirm the delivery and request further details including GPS delivery details.
- Contact us: get in touch with us through our customer service app, and we'll help you track it down.
Missing Orders
Most of our orders arrive within 15 days from dispatch of our centralised warehouse (more time for rural). If you're following your tracking and it hasn't moved in the last 14 days please let us know straight away. You can contact us via our customer service app. We'll do our best to track it down and, if necessary, replace your items*.
* Please note that if the error is on your behalf (for example, not collecting your parcel in time from your local postal agency, entering an incorrect address, or other). If the products are still available, we can arrange for the items to be resent at your request but we will not be held liable for replacement or shipping costs. We appreciate your understanding in this matter.