All order status updates (confirmation, shipment, tracking, and more) are updated promptly through the email provided at checkout.

For additional updates on back-ordered products and their shipping status, you can track your order here on this page.

NOTE: For orders that include back-ordered items, we will ship the whole order when the back-ordered items are back in stock. If you prefer to have us break up the order and ship the available items first, please let us know. 

You can find your tracking information by logging into your Smuuv account and navigate to your order history. When you find the order number that you'd like to track, you will find the tracking link below the product information on the order's page. Please allow 1-2 business days for the tracking to be updated by the carrier.

For additional shipping & tracking inquiries, please contact the courier directly. Unfortunately, we view the same tracking information as you, so please utilise the carrier's resources before reaching out to our customer support for additional assistance.

This means that the order has been confirmed and we have already sent a confirmation email with the Order Number. And, our team is currently working hard to prepare your order, ready for dispatch to you. We usually ship within 1-5 business days. If there is a high volume, we adjust the shipping time of individual products on our website.

Please be advised that order confirmation emails are only sent if the order has been placed successfully. You will receive an order confirmation email shortly after placing your order, as well as another email with tracking information once your order has shipped. If you did not receive these, please check your junk folder and add our email address support@smuuvbody.com to your safe sender list.

If you have not received an e-mail confirmation, it is likely that your order has not gone through. If you believe a payment has been taken from your account, or that you may have entered an incorrect email address, please contact us immediately here.

Please give us some time to prepare your order for shipping. We usually ship orders within 48 - 72 hours. For some orders it may take a little longer. Sales promotions can also lead to delays.

If you have received tracking details confirmation but it hasn't shown further movement, it may still be en-route to the carrier. Please allow 1-2 business days for the tracking information to be updated by the carrier from the time you received the confirmed tracking number.

If your package has made progress but halts any updates with the carrier over 3 business days, please contact us here with your order number in the subject line.

We assign tracking numbers to parcels right before they are shipped. As soon as your parcel is sent out, we send you a tracking notification with your tracking number for each order along with a link so you know where you can track the order. Please check if such an email is delivered to your spam/junk folders.

While we wish we could speed up how fast you get your package, we, unfortunately, cannot control any delays that might happen while your order is in transit!

To protect both our customers and our company from the high volume of fraudulent charges we've experienced in the past, we are taking proactive measures.

We use various advanced fraud detection and preventive technologies that reviews all orders placed through our system. If your order is flagged, it typically indicates that some information appears suspicious or that your profile matches a previously identified fraudulent order. Common reasons for flagging include discrepancies between the billing and shipping addresses or differences in names associated with the credit card details.

We appreciate your understanding as we take these precautions to ensure the accuracy of your order details. Rest assured, our email communication and the systems used by our fraud prevention partner are encrypted, keeping your information secure. To proceed with your order, we kindly ask you to verify your information by emailing us one or both of the following documents along with your order number:

1. A valid form of identification with proof of address (such as a driver's license or government-issued ID)
2. A copy of your credit card statement that shows your purchase

Once you provide the necessary documentation, a team member will assist you, and you can expect a response within 48 hours. After that, your order will either move forward to processing (if approved) or be canceled (if not approved).

Thank you for your cooperation!

If the courier is unable to deliver your order, it will get returned to our warehouse. Once it is back with us, we will be able to send out a replacement for you.

If the status on your package says it is delivered but you still have not received it, please check with your neighbours and housemates to see if they have it. Also check your tracking information via the link sent to you in case there is additional information about where your order may have been left.

Sometimes orders may be delivered to your designated “Safe Place” so also check there. If you are still unable to locate your package having checked, please contact us here, so we can assist you.

In case of lost or stolen orders, contact our customer service immediately. We will initiate a courier investigation and explore replacement or refund options as necessary. Please note, we do not take responsibility for lost or missing packages that show delivery confirmation.

All international shipments are subject to customs inspection. Once your package arrives in the destination country, customs will inspect the package. We do not have any control over when they will release the package. Keep an eye on your tracking information to watch its journey and see when it's released!

You should contact your local customs agency to discuss things directly with them. We’ve been shipping orders around the world for several years. We have fulfilment partners around the world and ship DDP (Delivery Duty paid) so for the majority of orders, no customs checks are required. Beyond that, we only ship to countries that we have a reliable track record with for there not being any issues or undue hold ups at customs.

That said, customs controls are (literally) a law unto themselves and on very rare occasions there can be unexpected hold ups. As the buyer (and, technically speaking, the importer), only you can deal with your local customs office so you should communicate directly with them or via the courier. For the reasons above, Smuuv can’t be held responsible for customs delays or issues.

When your order is dispatched, there may be a delay between the time it leaves our warehouse and the time the tracking system is updated. If your parcel is no longer being tracked, please contact the carrier directly to find out where your parcel is.