Shipping & Delivery

Last updated: September 18, 2026

Shipping Policy

We want customers to know what to expect before placing an order. Delivery methods, charges, and destination-specific estimates shown at checkout form part of the shipping information for your order.

Where we currently ship

We currently accept orders for delivery to the United States, United Kingdom, Canada, Australia, Norway, Switzerland, Japan, South Korea, Israel, Saudi Arabia, Brazil, and Chile. European Union destinations are temporarily unavailable. International tracked shipping is available only to the selected countries shown at checkout.

1. Order processing

After you place an order, an order confirmation is sent to the email address entered at checkout. Your order is then prepared for fulfillment. Processing time is separate from carrier transit time.

Orders placed on weekends or public holidays may begin processing on the next working day. If an item becomes unavailable or we cannot fulfill the order as submitted, we will contact you and provide an appropriate available remedy, including cancellation and refund where required.

2. Delivery methods, charges and estimates

Available delivery methods, shipping charges, and any estimated delivery window are shown at checkout for the shipping address you provide. Please review them before completing your purchase.

Unless expressly stated as guaranteed, delivery dates and transit times are estimates rather than guarantees. Carrier operations, customs processing, weather, peak periods, local disruptions, and other circumstances outside our reasonable control can affect delivery.

3. Tracking

Where tracking is available, the tracking number or link is provided in the shipping update. Carrier tracking may take time to begin updating after a label or shipment record is created. You can also visit our Track Your Order page.

4. Delivered but not received

If tracking shows delivered but the parcel cannot be found, first confirm the shipping address and check any safe place, reception area, parcel locker, household member, or neighbour who may have accepted the delivery. If the parcel still cannot be located, use our Contact page promptly with your order number and checkout email so that we can review the available delivery information.

If a shipment is confirmed lost, misdelivered because of a fulfillment or carrier error, or otherwise not delivered in circumstances for which we are responsible, we will provide an appropriate remedy, which may include replacement or refund.

5. Lost or delayed shipments

A shipment is not automatically considered lost because tracking has not updated for a short period. If tracking remains stalled beyond a reasonable period or the expected delivery window has passed materially, contact us and we will investigate. Where a carrier or fulfillment provider confirms loss in transit, we will provide an appropriate remedy subject to applicable law and the circumstances of the order.

6. Shipping address accuracy

You are responsible for entering a complete and accurate shipping address at checkout. If you notice an error, contact us as soon as possible. We will try to correct it before fulfillment, but changes cannot be guaranteed after processing or dispatch has begun.

If a parcel is returned because the address supplied at checkout was incorrect or incomplete, or because delivery could not be completed for a reason attributable to the recipient, reasonable reshipping or return costs actually incurred may be charged where permitted by law. This does not apply where the delivery failure resulted from our error or another issue for which we are responsible.

7. Refused or unclaimed deliveries

If a shipment is refused, left unclaimed, or returned to sender for a reason not caused by our error, any refund or reshipment will be handled in accordance with our Refund Policy and applicable law. Refusing delivery is not a substitute for following the return procedure.

8. International orders, duties and taxes

For international orders, import duties, taxes, or customs charges may be imposed by the destination country unless checkout expressly states that they are included. Where such charges are not collected by us at checkout, they are generally the recipient’s responsibility. Customs processing may also affect delivery time.

9. Damaged, incomplete or incorrect deliveries

If an item arrives damaged, defective, incomplete, or different from what you ordered, contact us promptly and include your order number, checkout email, and where reasonably possible clear photographs or video of the issue. Once confirmed, we will provide the appropriate remedy under our Refund Policy and applicable law.

10. Merchant and contact information

SmartPack Power is operated by Valena Group LLC, Wilmington, Delaware, United States. For shipping or delivery support, please use our Contact page.

Nothing in this policy excludes or restricts a consumer right that cannot lawfully be excluded or restricted.