The Smuuv Shipping Protection add-on is our optional in-house order replacement coverage that protects your order against loss, theft, or damage during transit. If something goes wrong, we’ll send a replacement—no hassle. We understand how disappointing shipping mishaps can be, so this option is here for your peace of mind. Shipping Protection is not automatically selected by default at checkout, but you can easily add it to your order if you’d like extra security.

You’ll see the option to add it in your cart. Just make sure the box is checked before you proceed to checkout or complete your purchase.

Adding Smuuv Shipping Protection at checkout means your order is fully insured against loss, theft, and damage upon arrival. Shipping issues can happen to anyone, so we strongly recommend choosing this extra protection for peace of mind.

If something goes wrong with your delivery (and we all know that by now, right?), simply contact our Customer Support team—we’re here to help! Just be sure to provide clear photo evidence or supporting details for your claim; without this information, we may not be able to process your request. For full details, please see our terms here.

If you decide not to add Smuuv Shipping Protection, please note that we’re unable to offer refunds or redeliveries in cases of package loss, damage, shipping delays, or theft.

For damaged items or stolen packages, please submit your claim within 5 days of delivery.

For lost packages, claims must be submitted within 7 days of the estimated delivery date.

Unfortunately, claims made after these timeframes can’t be accepted and will be automatically denied.

At Smuuv Body, we review every customer inquiry, request, or complaint individually. Please note, we reserve the right to deny full or partial refunds, or redelivery, for reasons including (but not limited to) shipping delays, quality concerns, misunderstandings about the product, insufficient evidence of the issue, or other circumstances. This is why we strongly recommend adding Smuuv Shipping Protection to your order (and honestly, it’s a good move for any online purchase—it can be a lifesaver!).

If you’ve added Smuuv Shipping Protection, your order is insured against loss, damage on arrival, and theft. Should you need to report an issue, you can reach out to us directly—our team is here and happy to help. Please remember to include clear photo evidence or supporting documentation of any issue; without it, we may not be able to process your claim.

For orders without Smuuv Shipping Protection, we’re unable to offer refunds or replacements if something goes wrong in transit. That’s why we highly encourage you to protect your purchase by adding Smuuv Shipping Protection at checkout—it’s the best way to cover your order against the unexpected, because, let’s face it, shipping can be unpredictable!

Smuuv Shipping Protection covers:

• Packages marked as delivered but not received
• Items damaged in transit
• Orders lost in shipping with no delivery confirmation

• It doesn’t cover orders delivered to incorrect addresses entered at checkout being provided by the customer
• A shipment that has been confirmed delivered to your address and then stolen by your neighbour or porch pirates.
• A shipment with GPS location evidence showing delivery to the address specified on your order
• A shipment that that has been returned to sender as a result of an incorrect address being provided by the customer
• Delivery delays by carrier
• Delays caused by customs
• Orders that haven't yet shipped

• All item(s) that were damaged during transit
• All item(s) missing as a result of a a box or package that has been opened during transit

• A shipment that states as being 'delivered' by the courier but you did not receive it
• A shipment where tracking shows 'in transit' for 10 or more days

Email us at support@smuuvbody.com with your order number and a brief explanation of the issue. If the item is damaged, include a photo. We’ll take care of the rest.

Claims are usually reviewed within 2–5 business days. Once approved, we’ll send a replacement

No, once your order has shipped, the protection fee is non-refundable.