MYSMARTLIFE Buyer Protection Policy

Our Shipping Reliability Guarantee

At MYSMARTLIFE, we believe in reliable delivery and transparent shipping estimates. Our Buyer Protection Policy is our promise to you. It covers you in the event of late shipments and assists you in the rare case of a lost or stolen package. This policy ensures your confidence in shopping with us, knowing we stand behind our shipping commitments.

Late Delivery Credit: What’s Covered

If your package arrives after the original estimated delivery window shown at the time of checkout, you can request a $5 store credit. This is a goodwill gesture acknowledging the inconvenience caused by the delay. The credit will be applied to your MYSMARTLIFE customer account for use on a future purchase. Limit one credit per order.

How to Claim Your Credit

To ensure a quick review and application of your credit, follow these steps:

       
1. Confirm Delivery: Wait until the shipment is officially delivered and note the final carrier timestamp.
       
2. Submit Request: Email [email protected] within 7 days of the delivery date.
       
3. Provide Details: Include your Order Number and state that you are claiming the Late Delivery Credit.
       
4. Review & Apply: Our support team will review the original shipping timeline against the final delivery time and promptly add the $5 credit to your account if eligible.
     

Eligibility Rules and Limitations

The Late Delivery Credit is subject to the following rules:

       
• The credit applies only when delivery is verified to be beyond the original estimate provided at the time of purchase, not revised estimates issued later by the carrier.
       
• Multi‑package orders are assessed individually; if all packages under a single order are late, only one $5 credit applies to the entire order.
       
• Orders that are placed as preorders or backorders are excluded from this specific credit, as shipping times for these items are variable.
       
• Shipping methods without guaranteed tracking or delivery windows (e.g., certain international or economy services) are excluded.
     

Exclusions and Circumstances Beyond Our Control

The Late Delivery Credit will not be issued if the delay is due to circumstances outside of the carrier's and MYSMARTLIFE's reasonable control:

       
• Major weather events, natural disasters, or public emergencies.
       
• International customs inspections, delays at borders, or other governmental intervention.
       
• Incorrect, incomplete, or changed addresses provided by the customer at checkout.
       
• Missed delivery attempts by the carrier or if the package is held for pickup (e.g., at a post office) due to customer unavailability.
     

Lost or Stolen Packages: Our Guarantee Process

If tracking shows Delivered but you cannot locate the parcel (porch piracy) or if the package appears stuck or lost in transit, contact us immediately. We will initiate a formal trace and investigation with the shipping carrier on your behalf. Please note the following steps may be required:

       
• For packages marked delivered but missing, we may require a police report or carrier affidavit from you before issuing a replacement or refund.
       
• We reserve the right to await the outcome of the carrier's investigation (which can take 7–14 business days) before proceeding with a replacement or refund.
     

Questions and Support

We’re here to help clarify any part of this policy. Email our dedicated support team at [email protected].