Shipping policy

Shipping Policy

At SmartNivo, we aim to provide a clear, convenient, and straightforward shipping experience for customers purchasing phone accessories from our online store.

This Shipping Policy explains our shipping charges, order processing times, estimated delivery periods, tracking information, and procedures for handling delivery-related inquiries.

We encourage customers to review the information below before placing an order.

1. Shipping Rates

SmartNivo offers the following standard shipping rates:

Order Subtotal	Shipping Fee
Below $39.99 USD	$12.99 USD
$39.99 USD or more	Free Shipping

Free shipping applies to eligible orders with a subtotal of $39.99 USD or more.

The qualifying subtotal is calculated after applicable discounts and before taxes and shipping charges.

Available shipping methods, delivery options, and applicable charges will be displayed during checkout.

Customers can review the final order amount before completing their purchase.

We aim to maintain clear shipping information so customers can make informed purchasing decisions.

2. Order Processing Time

Orders are generally processed within 1–3 business days after payment confirmation.

Order processing may include reviewing purchase details, confirming product availability, preparing items, and arranging shipment.

Business days exclude weekends and applicable public holidays.

Processing times may vary depending on product availability, order volume, or other operational circumstances.

If an issue significantly affects the processing of your order, we will make reasonable efforts to provide relevant information and assistance.

We encourage customers to review their order confirmation and contact us if any information requires correction.

3. Estimated Delivery Time

Our standard estimated shipping transit time is 7–15 business days after dispatch.

The estimated delivery timeline is:

Shipping Stage	Estimated Time
Order Processing	1–3 business days
Shipping Transit	7–15 business days
Total Estimated Delivery	8–18 business days

These timeframes are estimates and are not guaranteed delivery dates.

Actual delivery times may vary depending on the destination, carrier operations, customs procedures, weather conditions, public holidays, and other transportation circumstances.

We aim to provide useful shipping information and assist customers when delivery-related questions arise.

4. Shipping Destinations

SmartNivo provides shipping to destinations supported by the delivery options available during checkout.

Customers can enter their shipping address during checkout to confirm whether delivery is available to their location.

Certain destinations may be subject to delivery restrictions depending on carrier availability, product characteristics, or applicable requirements.

If we are unable to fulfill an order because of a shipping restriction or delivery limitation, we will contact the customer to discuss the available options.

If an order cannot be fulfilled after payment has been collected, an appropriate refund will be arranged.

The delivery options and charges presented during checkout will apply to the order.

5. Order Confirmation and Tracking

After an order is placed, an order confirmation will generally be sent to the email address provided during checkout.

Once an order has been dispatched, customers will receive shipping information and tracking details when available.

Tracking information may take some time to become visible after the package has been transferred to the shipping carrier.

Customers can use the provided tracking information to follow shipment progress.

If you have questions about your order status or tracking details, please contact:

CUSTOMER SUPPORT EMAIL: [email protected]

Please include your order number so our customer support team can identify the relevant purchase.

6. Shipping Address and Order Information

Customers are responsible for providing accurate and complete delivery information when placing an order.

Please carefully review the following details before completing checkout:

Recipient name
Shipping address
Postal code
Contact telephone number
Email address

If you notice an error after placing an order, please contact us as soon as possible.

We will make reasonable efforts to accommodate address corrections before dispatch when possible.

Once an order has been shipped, changes to the delivery address may be restricted by carrier procedures.

Additional delivery costs caused by incorrect or incomplete customer-provided information may be the customer's responsibility where permitted by applicable law.

We encourage customers to check their information carefully to help avoid unnecessary delivery difficulties.

7. Shipping Delays and Delivery Issues

At SmartNivo, we understand that receiving an order within the expected timeframe is an important part of the shopping experience.

However, unexpected delivery delays may occasionally occur due to transportation conditions, customs processing, carrier operations, severe weather, or other circumstances.

If your package has not arrived within the estimated delivery period, please contact our customer support team.

When submitting an inquiry, please include:

Your order number
Any available tracking information
A brief description of the delivery concern

We will review the available shipment information and provide assistance with the next steps.

If a package is confirmed lost, incorrectly delivered, or otherwise affected by a shipping issue, we will assess the circumstances and work toward an appropriate resolution.

Any remedies required by applicable consumer protection laws will continue to apply.

8. Damaged, Missing, or Incorrect Products

SmartNivo offers phone cases, phone stands and holders, and phone straps and lanyards.

If your order arrives damaged, contains missing components, or includes an incorrect item, please contact us as soon as reasonably possible after delivery.

To help us review the issue, please provide:

Your order number
The product name
A description of the issue
Clear photographs of the affected product
Photographs of the packaging, where available

Our customer support team will review the information and help determine an appropriate resolution.

Depending on the circumstances, this may include a replacement, refund, or another suitable arrangement.

For confirmed damaged, defective, or incorrectly shipped products, SmartNivo will cover reasonable return shipping costs when a return is required.

We aim to address delivery-related concerns fairly and provide clear instructions throughout the process.

9. Customs Duties and Import Charges

For certain international deliveries, customs duties, import taxes, or other charges may apply.

These charges may depend on the destination, product type, declared value, and applicable import requirements.

Unless expressly stated during checkout, additional customs duties or import charges may not be included in the standard product price or shipping fee.

Responsibility for such charges will depend on the shipping terms communicated to the customer and applicable legal requirements.

Customers are encouraged to review any relevant import requirements before placing an order.

If you have questions about an international order, please contact our customer support team for assistance.

10. Returns and Refunds

SmartNivo accepts eligible return requests within 30 days after delivery.

If you wish to return a product, please contact our customer support team before arranging a return shipment.

Returns for Personal Reasons

For eligible returns requested because of personal preference, a change of mind, or an ordering mistake, customers are generally responsible for return shipping costs.

Returns Due to Product Issues

If an item is confirmed to be damaged, defective, or incorrectly shipped, SmartNivo will cover reasonable return shipping costs when a return is required.

Refund Processing

Approved refunds are generally processed within 5–10 business days after approval and issued to the original payment method.

Additional time may be required by the bank or payment provider.

Original shipping charges are generally non-refundable for returns made for personal reasons.

For complete eligibility requirements and procedures, please review our Return & Refund Policy.

Nothing in this Shipping Policy limits mandatory consumer rights under applicable law.

11. Customer Support

At SmartNivo, we believe that clear communication contributes to a better online shopping experience.

Whether you have questions about shipping fees, order processing, tracking information, delivery estimates, or a shipment-related concern, our customer support team can provide assistance.

Please include your order number when contacting us about an existing purchase.

We aim to review inquiries carefully and provide information relevant to the customer's situation.

12. Contact Information

For questions about shipping, delivery, tracking, or order-related matters, please contact us using the information below.

BRAND: SmartNivo

LEGAL COMPANY NAME: Shenzhen Shenchuang Xinyuan Network Technology Co., Ltd.

OWNER / REPRESENTATIVE: Zhu Defa