Shipping policy
Shipping Policy and FAQs
Last updated: September 9, 2026
At Cromwell & Smith, we want receiving your order to feel as straightforward as placing it. This policy explains how we process, ship, track, and deliver orders placed through cromwellandsmith.com.
Where We Ship
Cromwell & Smith currently ships to eligible addresses within the United States. We do not currently offer shipping to Canada or other international destinations.
We hope to expand our shipping destinations in the future. Any new destinations will be made available through our website and checkout when they are ready.
Shipping availability may vary by product, address, carrier, or fulfillment restrictions. If we cannot fulfill an order to your selected address, we will contact you and arrange a refund where appropriate.
Free Standard Shipping
We offer free standard shipping on eligible US orders placed directly through cromwellandsmith.com. There is no minimum order value unless a different condition is clearly displayed during a specific promotion or at checkout.
Free shipping applies to the standard shipping method offered at checkout. Expedited or premium delivery, where available, may carry an additional charge that will be displayed before you complete your purchase.
Order Processing
Orders generally require 1–3 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, public holidays, after fulfillment cutoff times, or during high-volume periods will generally begin processing on the next available business day.
Processing time is separate from shipping time. Choosing an expedited shipping method does not necessarily reduce processing time.
Estimated Delivery Times
Once your order has been dispatched, standard delivery within the United States generally takes approximately 3–7 business days.
Orders shipped to Alaska, Hawaii, US territories, military addresses, PO boxes, or remote areas may require additional time or may not be available through all carriers.
Delivery timeframes are estimates, not guarantees. Carrier delays, weather, public holidays, peak shopping periods, and other circumstances outside our reasonable control may affect delivery.
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 available.
Tracking may take up to 48 hours to display movement after a shipping label has been created. A “label created” or similar status usually means the carrier information has been generated but the parcel has not yet received its first visible scan.
Split Shipments
We may use more than one manufacturer, warehouse, fulfillment facility, or shipping partner. Products in the same order may therefore arrive separately, with different tracking numbers and delivery dates.
A partial delivery does not necessarily mean an item is missing. You will not be charged additional standard shipping because we divide an eligible order into multiple shipments.
Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address at checkout. Please check the recipient’s name, street address, apartment or unit number, city, state, ZIP code, and contact details before placing your order.
If you notice an error, email service@cromwellandsmith.com as soon as possible. We will make reasonable efforts to update the address, but changes cannot be guaranteed once an order has entered processing or fulfillment.
After dispatch, you may need to contact the carrier directly to request a delivery change or interception. Any available service and associated fees are determined by the carrier.
We are not responsible for delays or additional costs caused by incorrect information supplied by the customer, except where applicable law requires otherwise.
Undeliverable, Refused, or Unclaimed Parcels
A parcel may be returned to the sender if the address is incorrect, delivery attempts are unsuccessful, the parcel is not collected, or the recipient refuses delivery.
If your order is returned, contact service@cromwellandsmith.com. Depending on the circumstances, we may arrange redelivery, store credit, or a refund for eligible products.
Reasonable return shipping, redelivery, or other costs caused by an incorrect address or refusal of delivery may be deducted from an available refund or charged before redelivery, except where the issue resulted from our error or applicable law requires otherwise.
Delivery to Temporary Addresses and Freight Forwarders
Please take extra care when shipping to hotels, temporary accommodation, shared offices, universities, hospitals, freight forwarders, or third-party collection points.
Confirm that someone can accept the parcel and that the address will remain valid throughout the estimated delivery period.
Where a parcel is correctly delivered to the supplied address or an authorized receiving party, our ability to investigate subsequent loss may be limited. Your rights under applicable consumer law remain unaffected.
Delivery Instructions and Safe-Drop Requests
Delivery instructions submitted at checkout or directly to the carrier are requests and cannot be guaranteed.
If you authorize a parcel to be left unattended, delivered without a signature, or given to a nominated person or location, the carrier may treat the parcel as delivered once that instruction has been completed.
We will review reported delivery issues in accordance with the circumstances, carrier evidence, and applicable law.
Delayed Orders
If your order has not arrived within the estimated delivery window, check the latest tracking information and any carrier notifications.
If the delivery window has passed without a meaningful tracking update, email service@cromwellandsmith.com with your order number and tracking number.
We will review the shipment and, where appropriate, contact the carrier or fulfillment partner. Carrier investigations may take time and are subject to the carrier’s procedures.
Tracking Says Delivered, but the Parcel Is Missing
If tracking shows “delivered” but you cannot locate your parcel, please:
- Allow up to 48 hours for the parcel to appear.
- Check your mailbox, property, building entrance, and nominated safe locations.
- Ask household members, neighbors, reception staff, or building management.
- Review any carrier delivery photograph or delivery note.
- Contact the carrier using your tracking number.
If the parcel remains missing, email service@cromwellandsmith.com promptly with your order number, delivery address, tracking number, and details of the checks you completed.
We may open an investigation with the carrier. Any replacement or refund will be assessed based on the delivery evidence, order circumstances, and applicable consumer law.
Lost Parcels
If a parcel is confirmed lost before delivery, contact us so we can review the shipment and arrange an appropriate resolution.
Depending on the circumstances and product availability, this may include a replacement or refund. Nothing in this policy limits rights that cannot legally be excluded.
Damaged Parcels or Products
Inspect your order as soon as it arrives. If a parcel or product is damaged, contact service@cromwellandsmith.com as soon as possible, within 30 days of delivery.
Please include your order number, a description of the damage, and clear photographs of the shipping carton, shipping label, internal packaging, and affected products.
Keep the parcel, products, and packaging until we have completed our review. Do not use a product if its safety seal is broken, the container is leaking, or you have a reasonable concern about its integrity.
Damaged-product claims are also governed by our Return and Refund Policy and applicable consumer law.
Missing or Incorrect Items
If an item is missing, you receive the wrong product, or the quantity is incorrect, contact service@cromwellandsmith.com as soon as possible, within 30 days of delivery.
Before contacting us, check whether your order was divided into multiple shipments. Include your order number and photographs of the products, packaging, and packing information where available.
We will review the issue and arrange an appropriate resolution.
Heat, Cold, and Weather Exposure
Parcels may experience temperature changes during transportation. 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 the product is damaged or unsafe. However, do not use a product if its safety seal is broken, the container is leaking, the packaging is materially distorted, or the product has changed in an unexpected way.
Contact service@cromwellandsmith.com before using a product if you have concerns about its condition. Include photographs and lot or batch details where visible.
Order Changes and Cancellations
Orders enter processing soon after they are placed. Email service@cromwellandsmith.com immediately if you need to request a change or cancellation.
We cannot guarantee that a request can be completed once an order has entered fulfillment. An order that has already been dispatched cannot normally be canceled before delivery and must be handled under our Return and Refund Policy where eligible.
Your statutory consumer rights remain unaffected.
Public Holidays, Promotions, and Peak Periods
Processing and delivery may take longer during major promotions, product launches, holiday shopping periods, severe weather, carrier congestion, unexpected demand, or supply-chain interruptions.
We will make reasonable efforts to keep customers informed of significant delays affecting their orders.
Fraud Prevention and Order Verification
To protect customers and Cromwell & Smith, some orders may require additional verification before dispatch.
We may contact you to confirm billing information, shipping information, payment authorization, or unusual order activity. An order may be delayed or canceled if required verification cannot be completed.
Circumstances Beyond Our Control
Delivery may be affected by events outside our reasonable control, including natural disasters, extreme weather, government restrictions, transport interruptions, carrier failures, and supply-chain disruptions.
Nothing in this policy excludes or limits rights that cannot legally be excluded.
Shipping FAQs
Do you offer free shipping?
Yes. We offer free standard shipping on eligible US orders placed through cromwellandsmith.com, with no minimum order value unless a different condition is clearly displayed during a promotion or at checkout.
Where do you currently ship?
We currently ship to eligible addresses within the United States. Canada and other international destinations are not currently available. We hope to expand our shipping destinations in the future.
How long does processing take?
Orders generally require 1–3 business days to be prepared and transferred to the carrier. Processing time is separate from shipping time.
How long will my order take to arrive?
US standard delivery generally takes approximately 3–7 business days after dispatch, in addition to processing time. These are estimates rather than guaranteed delivery dates.
How will I know when my order ships?
You should receive a shipping-confirmation email containing tracking information where available.
Why does my tracking say “label created”?
The 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.
Can I change my address after ordering?
Contact service@cromwellandsmith.com immediately. We will try to update the address before fulfillment begins, but changes cannot be guaranteed.
Can my order arrive in more than one parcel?
Yes. Products may ship from different fulfillment facilities and arrive separately. You will not be charged additional standard shipping because we split an eligible order.
Do you ship to PO boxes or military addresses?
Availability depends on the product, destination, and carrier. Enter your address at checkout to see whether delivery is available. These destinations may require additional time.
What if my order is delayed?
Check your tracking information. If the estimated delivery window has passed without a meaningful update, email service@cromwellandsmith.com with your order number.
What if tracking says delivered but I cannot find my parcel?
Allow up to 48 hours, check possible delivery locations, ask neighbors or building staff, and contact the carrier. If the parcel remains missing, contact our support team promptly so we can review the issue.
What if my parcel arrives damaged?
Contact service@cromwellandsmith.com as soon as possible, within 30 days of delivery. Include your order number and clear photographs of the parcel, packaging, and affected products.
What if an item is missing or incorrect?
Check whether your order was divided into multiple shipments. If the item is still missing or incorrect, contact our support team with your order number and photographs of what you received.
Can I cancel an order after it has shipped?
An order that has already been dispatched cannot normally be canceled before delivery. Eligible returns and refunds are handled under our Return and Refund Policy.
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, weather, public holidays, and other circumstances may affect delivery.
Who should I contact about my order?
Email service@cromwellandsmith.com and include your full name, order number, and tracking number where available.
Contact Us
For questions about shipping, tracking, delivery, damaged parcels, missing products, or incorrect orders, contact:
Cromwell & Smith Customer Support
Email: service@cromwellandsmith.com
Website: cromwellandsmith.com
Business address: Suite 3217, 780 The Entrance Road, Wamberal, NSW 2260, Australia
Phone: +61 2 8860 2535