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- Shipping Pt 2
Shipping Pt 2
If an item arrived is missing parts, is faulty, is defective or has been damaged during manufacturing, please contact us at trademe@smartlivingbox.com as soon as possible (ideally within 3 business days of receiving your delivery) with an image/video clearly illustrating the problem attached.
In a case of a faulty, damaged product or an item with missing parts, we will work collaboratively with you to find a solution that would best suit your case as the best solution may vary on every item and situation.
Examples of one or combination of solutions we may arrange for you are as the following:
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Send you any missing or damaged parts or components
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Replace the product
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Suggest a self-repair (with an offer of a compensation)
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Offer a partial or full refund in form of a store credit voucher or cash refund
If we ask you to return the damaged product to us, we will pay the cost of the return.
If you have received a wrong item, please let us know as soon as you can (ideally within 3 business days of receiving your delivery). We will offer to send you the product you ordered and arrange for the return of the wrong item shipped at no cost.
Any package not received with seven (7) business days of the date it is to be delivered and not reported immediately will be considered DELIVERED. We will not be held liable. WE WILL NOT COVER THE LOSS.
PLEASE PAY CAREFUL ATTENTION TO THE INFORMATION YOU ENTER AND MONITOR YOUR TRACKING ARRIVAL DATE AND DESTINATION.
Once we check our records and your address is incorrect or not entered clearly (eg Missing Apartment Number, Street Number, Having Two (2) STE’s in the Same Room but not clearly distinguishing which is yours etc ) WE WILL NOT COVER THE LOSS.
Once Your Address Is Correct:
NZ POST have delivery vans with GPS that oftentimes automatically updates a shipment as "DELIVERED" prematurely. Wait another seven (7) business days because the package was most likely marked as delivered accidentally, and will arrive a few days.
During this wait:
- Check to make sure that your shipping address is correct
- Check around your area for a notice of attempted delivery
- Check around the delivery location for your package
- Check to see if someone else accepted the delivery
- Certain packages travel through multiple carriers, check your mailbox or anywhere else you receive mail and your neighbours.
We advise that you call your LOCAL POST OFFICE, and NOT the NZ POST HOTLINE (this can take a lot of time, and they only tell you what the tracking already says). Give them your Tracking Number and ask them who delivered the parcel, and ask them details about that day's delivery. They are used to these types of questions, and can usually provide helpful information.
This is usually a better way to have them explain to you what they stated your package was delivered when it was not.
Depending on their feedback we will have this matter looked into.
Keep us updated.