Lost or Damaged Packages — What to DoUpdated 15 days ago
If Your Package Shows Delivered But You Haven't Received It
First, check the following before contacting us:
- Check around your front door, mailbox, garage, and any secondary entry points — carriers sometimes leave packages in unexpected spots.
- Check with neighbors — packages occasionally get delivered to the wrong address.
- Check with anyone else in your household who may have brought it in.
- Wait one additional business day — USPS sometimes marks a package as delivered slightly before it physically arrives.
If you've done all of the above and still can't locate your package, contact us at [email protected] with your order number and we'll open an investigation with USPS.
Important: If you did not purchase shipping insurance, SmokTek is not able to guarantee a replacement for lost packages. We will do everything we can to help, but USPS investigations can take time and outcomes are not guaranteed without insurance coverage.
If Your Package Arrives Damaged
Please report damaged packages to us within 48 hours of delivery. Here's what we need:
- Your order number.
- Photos of the damaged packaging (exterior of the box or mailer).
- Photos of the damaged item(s).
- A brief description of what was damaged.
Email this to [email protected] with the subject line "Damaged Package — Order #[your order number]."
If Your Package Is Stuck in Transit
If your tracking hasn't updated in 5 or more business days (domestic) or 15+ business days (international), contact us at [email protected]. We'll check the status with USPS and advise on next steps.
Why Insurance Matters
SmokTek offers optional shipping insurance at checkout for a reason. Once your package is accepted by USPS, it is outside of our physical control. Insurance is the only guaranteed protection against loss or damage in transit. We strongly recommend it for all orders, especially higher-value ones.