A clear process
when delivery goes wrong.
Find the steps for a late-delivery coupon request, a missing parcel or a shipment that needs a carrier investigation. Keep your order confirmation and tracking details handy.
- Late-delivery benefit
- $5 couponFor eligible requests; one per order
- Request deadline
- Within 7 daysOf the actual delivery date
- How to request
- Contact supportInclude your order number
Late-delivery coupon: how to request it
If your package arrives after the original estimated delivery window shown at checkout, you can request a $5 coupon for a future purchase. This goodwill benefit is limited to one coupon per order.
Confirm delivery
Wait until the shipment is officially delivered. Save the final carrier timestamp and the original delivery estimate from your purchase.
Send your request
Email [email protected] within 7 days of delivery. Include your order number and say that you are requesting the late-delivery coupon.
Support reviews the timing
Support compares the original estimate with the delivery record and reviews the eligibility rules. An eligible benefit is issued as a coupon for a future purchase.
Eligibility & order limits
- Delivery must be verified as later than the original estimate at purchase, rather than a revised estimate issued later by the carrier.
- Packages in a multi-package order are assessed individually. If all packages are late, the limit remains one $5 coupon for the whole order.
- Preorders and backorders are excluded because shipping times for those items vary.
- Shipping methods without guaranteed tracking or delivery windows, including certain international or economy services, are excluded.
When the late-delivery coupon does not apply
The coupon is not issued when the delay is caused by circumstances outside the carrier’s and MYSMARTLIFE’s reasonable control:
- Major weather events, natural disasters or public emergencies.
- Customs inspections, border delays or governmental intervention.
- Incorrect, incomplete or changed addresses supplied by the customer.
- Missed delivery attempts, or a parcel held for pickup because the customer was unavailable.
Lost, stalled or marked delivered but missing
If tracking shows “Delivered” but the parcel cannot be located, check the delivery location, household members, building staff and neighbours. Contact us immediately if it is still missing or appears lost in transit.
We will initiate a formal trace and investigation with the carrier on your behalf. For a parcel marked delivered but missing, a police report or carrier affidavit may be required before a replacement or refund.
The published policy allows us to await the outcome of the carrier investigation, which can take 7–14 business days, before proceeding with a replacement or refund.