Shipping & Delivery

ORDER PROCESSING

Processing Guideline

  • Smooch orders are processed within 2–5 business days from the order date.

  • Orders are processed and shipped Monday–Friday, excluding major holidays.

  • During high-demand periods, processing and shipping times may be extended.

Order Changes

  • Please note that we can not guarantee an order change, such as request an address change or cancel your order. We will do our best to complete the request. However, we cannot change your order if the package is shipped before we can complete the request. If we cannot change your order, please contact your carrier directly.

Shipment Delays

  • Orders processed according to our guidelines are not eligible for refunds caused by carrier delays.

  • Delivery times are provided as a guideline and may be affected by uncontrollable factors, including weather or courier-related delays. Shipment delays caused by these circumstances are not eligible for refunds.

  • International shipping differs from domestic delivery, and while we are always available to assist, we kindly ask for your patience.

If you have any further shipping questions, please email cs@smooch.ltd


INTERNATIONAL ORDER

Shipping Guideline

  • Once an order is processed, delivery typically takes 7–21 days, depending on the shipping destination.

  • Shipping rates vary by country and are calculated at checkout.

  • Import duties, taxes, and customs fees vary by country and local authorities. Smooch is not responsible for these charges and cannot predict their amount.

  • Certain destinations may be unavailable due to customs restrictions. Please review your local import regulations prior to placing an order. Smooch is not responsible for, and cannot predict, these factors. Orders rejected by customs will be returned at the customer’s expense, including return shipping fees and restocking fees. 

  • If you refuse a shipment from Smooch, you are responsible for the original shipping charges, any import fees incurred on the package, and the additional cost of returning the package to Smooch.

  • We do not ship to P.O. Boxes internationally. If you have entered a P.O. Box as your shipping address, please contact us as soon as possible so we can arrange an alternative address before your order is shipped.

Shipping Services

  • Based in Asia, standard orders are shipped via trusted international forwarding services.

  • Express order are handled directly by international carriers such as DHL, USPS, or FedEx.

  • Once a forwarded shipment arrives in the destination country, it is handed over to a local carrier for final delivery.

  • Tracking updates may only become visible once the parcel is scanned by the local carrier in the destination country. International shipments may experience longer transit periods than domestic orders. We kindly ask for your patience during this process. Our team remains available to support you throughout delivery.

  • Estimated delivery time is provided as a guideline only.

  • We offer two shipping options:

1. Standard Shipping

Carrier: USPS or local postal service

Estimated delivery time: 7–21 business days

2. Express Shipping

Carrier: DHL, FedEx, or USPS

Estimated delivery time: 5–7 business days


DOMESTIC ORDER

Shipping Guideline

  • Once an order is processed, domestic delivery typically takes 1 - 5 business days, depending on the carrier and shipping destination.

  • Orders are processed and shipped Monday–Friday, excluding major holidays.

  • During high-demand periods, processing and shipping times may be extended.

  • Same-day Express Shipping orders placed after 6:00 PM will be shipped the next business day after 9:00 AM (ICT Time)

Vietnam Shipping 

Option 1. Standard Shipping

  • Carrier: SPX

  • Estimated delivery time: 2–5 business days

Option 2. Same-day Express Shipping (within Ho Chi Minh city)

  • Carrier: Depending on shipping destination

  • Estimated delivery time: within 24 hours

After placing your order please email us at cs@smooch.ltd to request express delivery. Shipping fees vary depending on your location and delivery timeframe and will be quoted by our express service and confirmed with you.

Korea Shipping

Standard Shipping

  • Carrier: CJ Express

  • Estimated delivery time: 5-7 business days

  • Require: PCCC Code 

Please ensure all shipping details, including the PCCC code, are entered correctly at checkout. Orders rejected or lost due to incorrect information are not eligible for a refund.


SHIPPING POLICY

Shipping Promotion

  • Orders that qualify for free shipping promotions will be shipped via Standard Shipping by default.

Lost or stolen packages

  • SMOOCH is not responsible for lost or stolen packages once they are marked as delivered by the carrier. If your package is lost or stolen, please contact the shipping carrier directly using your tracking number. 

 

SMOOCH reserves the right to cancel any order at our discretion. In such cases, a full refund will be issued to the original payment method. 


CUSTOMER SUPPORT

For customer support, please send us an email to cs@smooch.ltd

  • Customer Support available Monday - Friday (ICT)

  • Please allow us 2-3 business days to process your inquiry.

  • Any return inquiries that do not receive a response from the customer within the 48-hour timeframe will be considered closed.