Shipping FAQ
We strive to deliver every order as quickly as possible. Once you have completed your purchase, your order will be despatched within 24 business hours. Typically that means most customers should receive a delivery within 48-72 hours. However, during holiday seasons or other busy periods longer delivery times may be expected.
COVID-19 Note - Due to the global pandemic situation, certain increases in delivery times may be expected. Our warehouse observes strict COVID protocols to ensure all parcels and items are sanitized, and our workers remain safe at all times. Couriers and postal carriers have adjusted operations and may be operating at reduced capacity. We cannot control couriers and postal carrier service levels, but we will remain transparent and ensure we ship your order using the fastest and safest methods at all times.
I haven't received my order
When your order is despatched we send you an email notification with your shipment and tracking information. You can reference this in your Customer Account. If you haven't received your order within 10 business days, please check the tracking information. If you have not received a notification of shipment please contact our customer service team for assistance.
We know how exciting it is to get packages, so we're working hard to get your orders out to you. We thank you for your patience.
Below are some of the most common questions we're being asked so we can keep you up to speed about what to expect with your recent order:
Are you having any delays in shipping my order?
Our fulfillment team is hustling to get your packages out within 2 - 4 business days. Once your order has shipped, you can expect a confirmation email with your tracking information so you can keep an eye on it from there.
Are there any delays once my order has shipped?
International carriers are currently seeing shipping delays, and the reason for this is two-fold. First, there has been a significant increase in orders shipping to both individuals and essential businesses across the world. And second, there is a necessity to ensure the safety of their workers.
Transit speeds will also depend on the carrier selected at checkout. All services offer an expected delivery estimate before committing, so you can make the best decision.
Where can I find the status of my order?
You'll receive two emails from us, one when your order is confirmed and another one when your order ships. Once it's with the carrier, you can track it in a few different spots; through the tracking information provided in your shipping confirmation email, or by logging into your online account at smilebigkids.com!
Why does it say my order is "Pending"?
All confirmed orders will remain in pending status until it's been packed and is set to leave with the carrier. Pending really means that the order is in the queue to be fulfilled and prepped for shipping.
I made a mistake, can I change my order after I place it?
If your order has just been placed and not yet shipped, our Customer Service team should be able to help you out with order updates. Please act quickly! Once the order has been sent out to ship, we may not be able to modify it.
Before your order has been sent for shipment, we may be able to modify the contents, cancel an unshipped/pending order, or modify the Ship-to address.
My package "delivered" but I can't find it. What now?
This can happen from time to time, but we're here to help! First, please wait 24 hours before reaching out. This could be the result of the packaged being scanned as "delivered" a little early in the delivery route. Also take a look at the shipping address provided (found in the order confirmation email) to ensure that what we had is complete and correct.
Please check look around the address, including all entrances, and behind anything that could 'hide' the package from passers by.
Still no package? Give us a shout and let us help!
Damaged Goods & Replacements
If your shipment arrives damaged, please contact our customer service team to notify them. To expedite a replacement, please provide photos and a description of the damage to the packaging and/or products inside.
Not finding what you're looking for?
Our Customer Service team is at the ready to assist you further! Feel free to Support Email or chat with us as needed. We are experiencing an increase in contacts, so we appreciate your patience while we're assisting your fellow Smile Big Kids shoppers.
Still need help? Create a support request with our customer service team and we'd be happy to help.