Delivery Information

Effective Date: March 2026

Thank you for shopping with smatsmart. We are committed to ensuring your premium ingredients—including our finest fish maw, cordyceps sinensis, bird's nests, dried abalone, sea cucumber, and dried scallops—arrive at your doorstep in perfect condition. Please review our delivery policies below.

1. Shipping Destinations

1.1 Domestic Deliveries: We currently offer shipping within Hong Kong to all valid addresses, including residential addresses and business addresses.

1.2 International Shipping: For customers outside our primary delivery region, please contact our customer service team at info@smatmart.com to inquire about international shipping options and rates.

1.3 Restrictions: We do not deliver to P.O. boxes, military APO/FPO addresses, or parcels held for pickup at carrier facilities unless specifically arranged in advance.

2. Shipping Costs and Charges

2.1 Domestic Shipping Rates:

Standard Shipping: HKD 40 for orders below HKD 800
Free Standard Shipping: Available for orders totaling HKD 800 or more
Express Shipping: HKD 120 for next-business-day delivery (where available)

2.2 International Shipping Rates: Calculated based on destination, package weight, and dimensions. Rates will be displayed at checkout or provided via quotation upon request.

2.3 Additional Charges: Import duties, taxes, and customs clearance fees may apply to international orders and are the responsibility of the recipient. Please check with your local customs office for applicable charges before ordering.

3. Order Processing Time

3.1 Processing Period: Orders are typically processed within 1-2 business days after order confirmation and payment verification.

3.2 Processing Cutoff: Orders placed after 5:00 PM on business days will begin processing on the next business day.

3.3 Business Days: Our business days are Monday through Friday, excluding public holidays observed in Any Location.

3.4 Order Verification: During peak periods or for large orders, additional verification may be required, which could extend processing time. We will contact you promptly if this occurs.

4. Delivery Timeframes

4.1 Estimated Delivery Times (from date of dispatch):

Domestic Standard Shipping: 2-3 business days
Domestic Express Shipping: 1-2 business days
International Shipping: 5-14 business days depending on destination and customs clearance

4.2 Delivery Estimates: Delivery timeframes are estimates only and commence from the date of dispatch, not from the order date. Actual delivery times may vary based on carrier schedules, destination, and other factors beyond our control.

4.3 Peak Periods: During promotional periods, holiday seasons, or unforeseen circumstances, delivery may take longer than standard estimates. We appreciate your patience during these times.

5. Order Tracking

5.1 Tracking Information: Once your order is dispatched, you will receive a shipping confirmation email containing:

Carrier name
Tracking number
Link to track your package online

5.2 Tracking Updates: Please allow up to 24 hours for tracking information to update in the carrier's system after receiving your shipping confirmation.

5.3 Monitoring: We recommend monitoring your tracking status regularly. If you notice any concerning delays or irregularities, please contact our customer service team.

6. Delivery Attempts and Failed Delivery

6.1 Delivery Attempts: Carriers will typically make 2-3 delivery attempts before returning the package to sender.

6.2 Failed Delivery Responsibility: If delivery fails due to:

Incorrect or incomplete address provided by you
Recipient unavailable during delivery attempts
Failure to arrange re-delivery or pickup with the carrier

Any additional shipping charges for re-delivery, storage fees, or return-to-sender costs will be your responsibility.

6.3 Returned Packages: Packages returned to us due to failed delivery may be subject to:

A refund of the product cost minus original and return shipping charges, or
Re-shipment at your expense for the new shipping cost

We will contact you to arrange next steps if your package is returned.

7. Authority to Leave

7.1 Option Available: During checkout, you may choose to grant "Authority to Leave" (ATL), authorizing the carrier to leave your package at the delivery address without obtaining a signature.

7.2 Assumption of Risk: If you select ATL, you assume full responsibility for the package once delivered. smatsmart is not liable for any loss, damage, or theft occurring after delivery is confirmed by the carrier.

7.3 Safe Location: If granting ATL, please provide specific instructions for where the package should be left (e.g., "leave at back door," "leave with reception," "leave in designated parcel box"). Carriers will use reasonable efforts to follow instructions but cannot guarantee compliance in all circumstances.

7.4 No ATL for High-Value Orders: For security reasons, we may restrict ATL options for orders exceeding [Insert Threshold, e.g., HKD 3,000] or containing particularly valuable items. Such orders will require a signature upon delivery.

8. Special Handling of Premium Products

8.1 Packaging Standards: Our products are carefully packaged to ensure protection during transit:

Dried seafood and premium ingredients are sealed in food-grade packaging
Protective cushioning materials are used to prevent damage
Outer packaging is discreet and does not reveal specific product contents

8.2 Product-Specific Care:

Dried Abalone, Fish Maw, and Sea Cucumber: Packaged to maintain dryness and prevent crushing
Bird's Nests: Individually protected to preserve delicate structure
Cordyceps Sinensis: Sealed in moisture-proof packaging to maintain quality

8.3 Temperature Considerations: Our products are shelf-stable dried ingredients and do not require temperature-controlled shipping. However, during extreme weather conditions, transit times may be affected. Please store products according to package instructions upon receipt.

9. Delivery Issues and Damage

9.1 Visible Damage Upon Delivery: If your package arrives with visible external damage, you may:

Refuse acceptance of the package, or
Note the damage on the delivery receipt before signing

Please contact us immediately at [Insert Email Address] with your order number and photos of the damaged packaging.

9.2 Concealed Damage: If you discover damage to products after opening the package, please contact us within [Insert Timeframe, e.g., 48 hours] of delivery with:

Order number
Photographs showing the damaged product(s)
Photographs of the interior packaging

9.3 Missing Items: If your order arrives missing items, please contact us within [Insert Timeframe, e.g., 48 hours] of delivery. We will investigate and arrange for the missing items to be sent or issue a refund accordingly.

9.4 Incorrect Items: If you receive an item that does not match your order confirmation, please contact us immediately. We will arrange for return shipping (at our cost) and dispatch the correct item or process a refund as you prefer.

12. Contact Us for Delivery Support

For any questions or concerns regarding delivery, please contact our customer service team:

smatmart Customer Service
Email: info@smatmart.com