Payments & Promotions
What payment methods do you accept?
We accept all major payment methods including Visa, Mastercard, American Express, PayPal, Apple Pay and Google Pay. All transactions are processed through secure encrypted payment gateways to ensure your information remains protected.
Do you offer promotions or discount codes?
From time to time we offer promotions and discount codes through our website, email newsletter and social media channels. If you have a valid discount code, you can apply it during checkout before completing your purchase.
Order Management
How can I track my order?
Once your order has been dispatched, you will receive an email confirmation with a tracking number. You can use this number to track your delivery through the courier's tracking page.
If you cannot find your tracking details, please contact our support team and we will assist you.
Can I cancel or change my order?
If you need to cancel or modify your order, please contact us as soon as possible. Orders are processed quickly, so changes can only be made before the order has been dispatched.
Order Issues
What should I do if I receive a damaged or incorrect item?
If your order arrives damaged or incorrect, please contact our support team within 7 days of receiving the item. Please include your order number and photos of the issue so we can arrange a replacement or suitable resolution.
Why is my order delayed?
Most orders arrive within the estimated delivery timeframe, however delays can occasionally occur due to courier disruptions or high seasonal demand. If your order appears delayed, please check the tracking information first. If you need further assistance, our support team will be happy to help.
Shipping & Delivery
Where do you ship from?
All orders are dispatched from our Australian fulfilment partners. Some stock may be shipped from the Victorian office and some from our head office in NSW.
How long does order processing take?
Orders are typically processed within 1 business day. Orders placed on weekends or public holidays are processed the next business day.
What are the delivery timeframes within Australia?
Standard delivery typically takes 2–6 business days depending on your location. Express delivery generally takes 1–3 business days.
Do you offer express shipping?
Yes, express shipping is available at checkout for faster delivery.
Do you ship internationally?
Currently we primarily ship within Australia and New Zealand. If you are located overseas and wish to place an order, please contact our support team to discuss possible shipping options.
How much does shipping cost?
Shipping costs are calculated at checkout based on your location and the selected delivery method.
How will my order be delivered?
Orders are delivered by trusted courier partners. Once your order ships, you will receive tracking details to monitor the delivery progress.
What happens if I am not home during delivery?
If you are not available at the time of delivery, the courier may leave the parcel in a safe place or leave a card with instructions for redelivery or collection.
Returns & Refunds
What is your return policy?
If you are not satisfied with your purchase, you may request a return within 14 days of receiving your order. Items must be unused and in their original packaging.
How do I request a return or refund?
To request a return, please contact our support team at sales@smarthomelabs.com.au with your order number and reason for the return. Our team will guide you through the return process.
When will I receive my refund?
Once the returned item has been received and inspected, refunds are processed back to the original payment method. Please allow several business days for the funds to appear in your account depending on your bank.