Shipping Policy and FAQs

Last updated: July 20, 2026

At Cromwell & Smith, we want receiving your order to feel as straightforward as placing it.

We offer free standard shipping on all eligible Cromwell & Smith orders placed through cromwellandsmith.com. There is no minimum order value required unless a different condition is clearly displayed during a specific promotion or at checkout.

This Shipping Policy explains how orders are processed, shipped, tracked, and delivered.

Free Standard Shipping

Free standard shipping is available on eligible orders placed directly through the Cromwell & Smith website.

Free shipping:

• Applies to the standard shipping method offered at checkout.
• Does not include expedited or premium delivery services.
• Does not include customs duties, import taxes, brokerage charges, or other government-imposed fees.
• May not be available for destinations that our carriers or fulfillment partners cannot service.
• May be subject to temporary geographic, legal, product, or carrier restrictions.

Where expedited shipping is available, its price and estimated delivery timeframe will be displayed at checkout.

Order Processing

Orders generally require one to three business days to be confirmed, prepared, packed, and transferred to the carrier.

Business days are Monday through Friday, excluding public holidays observed by the relevant fulfillment facility or carrier.

Orders placed:

• On weekends.
• On public holidays.
• After the applicable fulfillment cutoff time.
• During major promotions, launches, or high-volume periods.

will generally begin processing on the next available business day.

Processing time is separate from shipping time.

An order placed with an expedited shipping method may still require normal processing before it is handed to the carrier.

Estimated Delivery Times

Once an order has been dispatched, estimated standard delivery times are generally:

United States

Approximately 3 to 7 business days after dispatch.

Orders shipped to Alaska, Hawaii, US territories, military addresses, PO boxes, or remote areas may require additional time.

Canada

Approximately 7 to 15 business days after dispatch.

Customs processing may affect the delivery timeframe.

United Kingdom, Australia, and Other International Destinations

Approximately 7 to 21 business days after dispatch.

International delivery times vary by country, carrier availability, customs processing, local postal networks, and product import requirements.

All delivery timeframes are estimates rather than guarantees.

Orders may arrive earlier or later than estimated due to carrier delays, customs inspections, weather events, public holidays, peak shopping periods, transportation disruptions, or circumstances outside Cromwell & Smith’s reasonable control.

Order Confirmation and Tracking

After placing an order, you should receive an order-confirmation email at the email address entered during checkout.

Once your order has been dispatched, you should receive a shipping-confirmation email containing tracking information where tracking is available.

Tracking information may take up to 48 hours to display movement after a shipping label has been created.

A “label created,” “shipment information received,” or similar status usually means that the carrier information has been generated but the parcel has not yet received its first visible carrier scan.

Split Shipments

Cromwell & Smith may use more than one manufacturer, warehouse, fulfillment facility, or shipping partner.

As a result:

• Products in the same order may arrive separately.
• You may receive more than one tracking number.
• Parcels from the same order may arrive on different days.
• A partial delivery does not necessarily mean that an item is missing.

There is no additional standard shipping charge when we divide an eligible order into multiple shipments.

Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address during checkout.

Before submitting your order, check:

• The recipient’s full name.
• Street number and street name.
• Apartment, unit, suite, or building details.
• City.
• State or province.
• ZIP or postal code.
• Country.
• Contact telephone number where requested.

Cromwell & Smith is not responsible for delays, failed delivery, or loss caused by incorrect, incomplete, outdated, or improperly formatted information supplied by the customer, except where applicable law requires otherwise.

Address Changes

Contact support@cromwellandsmith.com as soon as possible if you notice an error in your delivery address.

We will make reasonable efforts to update the address, but changes cannot be guaranteed after an order has entered processing or fulfillment.

Once a parcel has been dispatched, we generally cannot change its address or redirect it.

You may be able to request a delivery change, hold, or interception directly from the carrier. Availability and fees depend on the carrier, destination, and shipment status.

Cromwell & Smith is not responsible for loss, delay, misdelivery, or additional charges resulting from an address change or delivery instruction requested directly through the carrier.

Undeliverable, Refused, or Unclaimed Parcels

A parcel may be returned to the sender when:

• The address is incorrect or incomplete.
• Delivery attempts are unsuccessful.
• The recipient cannot be located.
• The parcel is not collected from a carrier facility.
• The recipient refuses delivery.
• Required customs fees are not paid.
• Customs or local authorities reject the shipment.

Where an order is returned to us or our fulfillment partner, contact support@cromwellandsmith.com.

Depending on the circumstances, we may offer redelivery, store credit, or a refund for eligible products.

Any carrier charges, return postage, redelivery costs, customs fees, storage costs, duties, taxes, or other expenses incurred may be deducted from the amount refunded or charged before redelivery, except where the return resulted from an error by Cromwell & Smith or where applicable law requires otherwise.

Original expedited-delivery charges are generally non-refundable.

International Shipping

Cromwell & Smith may ship to selected international destinations shown at checkout.

The availability of international shipping depends on:

• Product restrictions.
• Ingredient regulations.
• Carrier availability.
• Customs requirements.
• Import laws.
• Fulfillment capabilities.
• Local government restrictions.

The appearance of a country at checkout does not guarantee that every Cromwell & Smith product may be shipped there.

We reserve the right to cancel and refund an order where we determine that a product cannot lawfully or practically be shipped to the selected destination.

Customs Duties, Taxes, and Import Fees

International orders may be subject to:

• Customs duties.
• Import taxes.
• Value-added tax.
• Goods and services tax.
• Brokerage charges.
• Handling fees.
• Local processing fees.

Unless expressly stated at checkout, these charges are not included in the product price and are the customer’s responsibility.

Cromwell & Smith does not control these charges and cannot predict their amount.

Customers are responsible for confirming that the products they order may legally be imported into, possessed in, and used within their destination country.

We are not responsible for delays, refusal, seizure, destruction, return, or other action taken by customs authorities or government agencies outside our reasonable control.

Orders abandoned or refused because the customer does not pay applicable duties, taxes, customs fees, or import charges may not qualify for a full refund. Any costs incurred may be deducted from an available refund to the extent permitted by law.

Delivery to Hotels, Temporary Addresses, and Freight Forwarders

Customers assume additional delivery risk when shipping to:

• Hotels.
• Resorts.
• Temporary accommodation.
• Hospitals.
• Universities.
• Shared offices.
• Freight-forwarding services.
• Parcel-forwarding services.
• Third-party collection points.

Confirm that someone will be available to accept the parcel and that the address will remain valid throughout the estimated processing and delivery period.

Cromwell & Smith is not responsible when a parcel is delivered correctly to the supplied hotel, forwarding service, reception desk, mailroom, or shared location but cannot subsequently be located.

Use of a freight forwarder may limit our ability to investigate damage, loss, misdelivery, or product-condition claims after the parcel has been accepted by the forwarding provider.

Delivery Instructions and Safe-Drop Requests

Delivery instructions submitted during checkout or directly to the carrier are requests only and cannot be guaranteed.

Where you authorize a parcel to be:

• Left unattended.
• Placed in a nominated safe location.
• Delivered without a signature.
• Given to a neighbor, concierge, reception desk, or building manager.

the parcel may be treated as delivered once the carrier completes that instruction.

Cromwell & Smith is not responsible for theft or loss occurring after an authorized unattended delivery, except where applicable law provides otherwise.

Delayed Orders

Carrier delays can occur even after an order has been dispatched.

Before contacting us, check:

• The latest tracking status.
• Any carrier delay notification.
• Whether the estimated delivery window has passed.
• Whether the carrier requested additional information.
• Whether customs is holding an international order.

If the estimated delivery window has passed without a meaningful tracking update, email support@cromwellandsmith.com with your order number.

We will review the tracking information and, where appropriate, contact the carrier or fulfillment partner.

Carrier investigations can take time and are controlled by the relevant carrier.

Tracking Says Delivered, but the Parcel Is Missing

Carriers occasionally mark parcels as delivered before the package is physically available to the recipient.

When tracking shows “delivered” but you cannot find the parcel:

1. Allow up to 48 hours for the parcel to appear.
2. Check around the property, mailbox, building entrance, and any nominated safe location.
3. Ask household members, neighbors, reception staff, building management, or concierge services.
4. Check whether the carrier included a photograph, delivery note, or precise delivery location.
5. Contact the carrier using the tracking number.

If the parcel remains missing after these steps, email support@cromwellandsmith.com with:

• Your order number.
• Your full delivery address.
• The tracking number.
• Confirmation that you completed the checks above.

We may open a claim with the carrier.

A replacement or refund is not automatic and will depend on the carrier investigation, delivery evidence, order circumstances, and applicable consumer law.

Claims should be submitted promptly and no later than seven days after the tracking status first shows delivered.

Lost Parcels

A parcel may be treated as lost when the carrier confirms the loss or when the shipment has remained without movement beyond a reasonable investigation period.

Do not submit a chargeback while an active carrier investigation is underway.

Where a parcel is confirmed as lost before delivery, Cromwell & Smith may provide a replacement, store credit, or refund, depending on product availability, claim findings, and applicable law.

Damaged Parcels

Inspect your order as soon as it arrives.

If a parcel or product arrives damaged, contact support@cromwellandsmith.com within seven days of delivery.

Include:

• Your order number.
• A description of the damage.
• Clear photographs of the shipping carton.
• Clear photographs of the shipping label.
• Clear photographs of the internal packaging.
• Clear photographs of each affected product and its label.

Keep the parcel, affected products, and all packaging until we have completed our review.

Do not discard damaged items unless instructed to do so.

Minor cosmetic damage to external packaging that does not affect the safety, seal, integrity, or usability of the product may not qualify for replacement or refund.

Damaged-product claims are also governed by our Return and Refund Policy.

Missing or Incorrect Items

Contact support@cromwellandsmith.com within seven days of delivery if:

• An item is missing.
• You received the wrong item.
• You received an incorrect quantity.
• The product differs materially from what you ordered.

Before contacting us, check your shipping confirmation to determine whether the order was divided into multiple shipments.

Include your order number and clear photographs of the products, packaging, shipping carton, and packing information.

Heat, Cold, and Weather Exposure

Parcels may experience temperature changes during transportation.

Do not leave delivered products outdoors, in vehicles, in direct sunlight, or in extreme temperatures.

Retrieve your parcel promptly and store each product according to the directions printed on its packaging.

A warm or cold external package does not automatically mean that the product is damaged or unsafe.

Contact support@cromwellandsmith.com before using a product if:

• Its safety seal is broken.
• The container is leaking.
• The packaging is swollen or materially distorted.
• The product has changed in an unexpected way.
• You have a reasonable concern about its integrity.

Include photographs and the product’s lot or batch details where visible.

Subscription Orders

Subscription orders receive the same free standard shipping benefit unless different terms are clearly disclosed when the subscription is created.

Subscriptions must be updated, skipped, paused, or canceled before the next order enters processing.

Changing or canceling a subscription does not cancel an order that has already been processed or transferred to fulfillment.

Customers are responsible for keeping subscription shipping addresses current.

Order Changes and Cancellations

Orders enter processing soon after they are placed.

Email support@cromwellandsmith.com immediately if you need to request a change or cancellation.

We cannot guarantee that a request can be completed once the order has entered fulfillment.

An order that has already been dispatched cannot be canceled and must be handled under our Return and Refund Policy where eligible.

Public Holidays, Promotions, and Peak Periods

Processing and delivery may take longer during:

• Major promotional events.
• New product launches.
• Holiday shopping periods.
• Public holidays.
• Severe weather.
• Carrier congestion.
• Unexpected demand.
• Supply-chain interruptions.

We appreciate your patience during unusually busy periods.

Fraud Prevention and Order Verification

To protect customers and Cromwell & Smith, some orders may require additional verification before dispatch.

We may contact you to verify:

• Billing information.
• Shipping information.
• Identity.
• Payment authorization.
• Unusual order activity.

An order may be delayed or canceled if requested verification is not completed.

Force Majeure

Cromwell & Smith is not responsible for delay or failure caused by circumstances beyond our reasonable control, including natural disasters, extreme weather, fire, war, civil unrest, government restrictions, border closures, labor disputes, cyber incidents, transport interruptions, customs delays, carrier failures, public-health events, or supply-chain disruptions.

Nothing in this section excludes rights that cannot legally be excluded.

Shipping FAQs

Do you offer free shipping?

Yes. Cromwell & Smith offers free standard shipping on eligible orders placed through cromwellandsmith.com.

There is no minimum order value unless a different condition is clearly stated during a promotion or at checkout.

Expedited shipping, customs duties, import taxes, brokerage fees, and other government-imposed charges are not included in free standard shipping.

Is processing time separate from shipping time?

Yes.

Processing is the time required to confirm, prepare, pack, and transfer your order to the carrier. This generally takes one to three business days.

Shipping time begins after the carrier receives the parcel.

How long will my order take to arrive?

United States orders generally arrive within approximately three to seven business days after dispatch.

International orders generally require approximately seven to 21 business days after dispatch.

These are estimates, not guaranteed delivery dates.

How will I know when my order ships?

We will send a shipping-confirmation email when tracking information becomes available.

Check your spam, junk, or promotions folder if you do not see it.

Why does my tracking say “label created”?

This means that shipping information has been generated, but the carrier may not yet have completed its first visible scan.

Allow up to 48 hours for tracking movement to appear.

Contact support@cromwellandsmith.com if there is still no movement after 48 hours.

Why has my tracking stopped updating?

Parcels are not necessarily scanned at every stage of transit.

Tracking can also pause during weekends, public holidays, customs processing, carrier transfers, or periods of network congestion.

Contact us after the estimated delivery window has passed without a meaningful update.

Can I change my address after ordering?

Contact support@cromwellandsmith.com immediately.

We will try to update your address before fulfillment begins, but changes cannot be guaranteed.

Once the parcel has been dispatched, you may need to contact the carrier directly.

What happens if I enter the wrong address?

Contact us immediately.

When an order has not entered fulfillment, we may be able to correct it.

When the order has already shipped, the customer may be responsible for interception, return, and redelivery costs resulting from the incorrect address.

Can my order arrive in more than one parcel?

Yes.

Products may ship from different fulfillment facilities, so one order may arrive in several parcels with separate tracking numbers.

You will not be charged additional standard shipping because we split an eligible order.

Do you ship to PO boxes?

Availability depends on the destination, product, and carrier.

Enter your PO box at checkout to see whether delivery is available.

Expedited shipping may not be available to PO boxes.

Do you ship to military addresses?

We may ship to eligible APO, FPO, and DPO addresses where supported by our carriers and fulfillment partners.

Military deliveries may take longer and may have limited tracking.

Do you ship internationally?

We may ship to selected international destinations displayed at checkout.

Product availability differs between countries because supplement and ingredient regulations vary.

An order may be canceled and refunded if we determine that it cannot be shipped to the selected destination.

Are customs fees included?

Unless expressly stated at checkout, customs duties, import taxes, brokerage charges, and local fees are not included.

These charges are determined by the destination country and are the customer’s responsibility.

What happens if customs stops my order?

Customs authorities may inspect, delay, reject, return, seize, or destroy an international shipment.

Customers are responsible for checking local import requirements before ordering.

Contact support@cromwellandsmith.com if tracking indicates a customs issue, but we cannot control the decisions or processing times of government authorities.

What if I refuse delivery or do not collect my parcel?

The carrier may return the parcel to the sender.

Any return shipping, redelivery, storage, customs, duty, tax, or processing costs incurred may be deducted from an available refund or charged before redelivery, except where applicable law requires otherwise.

What should I do if tracking says delivered but my order is not there?

Allow up to 48 hours, check all possible delivery locations, ask neighbors or building staff, and contact the carrier.

If the parcel remains missing, email support@cromwellandsmith.com within seven days of the recorded delivery date.

What should I do if my parcel arrives damaged?

Email support@cromwellandsmith.com within seven days of delivery.

Include your order number and clear photographs of the parcel, shipping label, packaging, and affected products.

Keep all packaging until we complete the review.

What should I do if an item is missing or incorrect?

First, check whether the order was divided into multiple shipments.

If it was not, email support@cromwellandsmith.com within seven days with your order number and photographs of everything received.

Can I cancel an order after it has shipped?

No.

Once an order has been dispatched, it cannot be canceled. Eligible products must be handled under the Cromwell & Smith Return and Refund Policy.

Does free shipping apply to subscription orders?

Yes, eligible subscription orders receive free standard shipping unless different shipping terms are clearly disclosed when the subscription is created.

Does free shipping include expedited delivery?

No.

Free shipping applies to the available standard shipping service. Any expedited or premium delivery charge will be displayed at checkout.

Can Cromwell & Smith guarantee a delivery date?

No.

We provide estimated delivery windows, but carriers, customs authorities, weather, public holidays, and other events outside our control can affect delivery.

Who should I contact about my order?

Email:

support@cromwellandsmith.com

Include your full name, order number, and tracking number where available.

Contact Us

For questions concerning shipping, tracking, delivery, damaged parcels, missing products, or incorrect orders, contact:

Cromwell & Smith Customer Support
Email: support@cromwellandsmith.com
Website: cromwellandsmith.com