Unless otherwise noted, all orders (excluding custom products such as blinds and roller shades) are processed same day when placed Monday-Friday before 12pm MT (except holidays) and ship within 24 hours of ordering. If an order is placed on a weekend or holiday the order will be processed on the next business day.
Once the product has shipped you will receive a confirmation email with a tracking number so you can track your shipment.
Unable to Locate Shipment
We apologize for any inconvenience or delay in the delivery of your product.
If you are unable to locate your product, track it using the information provided in the shipping confirmation email sent from SmarterHome. If the package has not been delivered, you can choose to receive “Status Updates” from the carrier (see carrier tracking page for details) so you can more closely track your shipment.
If the shipment status shows "Delivered" and you are unable to locate the shipment, please consider the following:
- Check all potential delivery locations at your address (front door, garage door etc).
- See if the carrier placed the package in a more secure location out of view from the street/passersby.
- Check with neighbors to see if the package was erroneously delivered to the wrong address, especially if you live in an apartment, townhome, or condominium.
If after doing the above you are still unable to locate the product, please see “Lost Shipment” section below.
SmarterHome is not responsible for lost or stolen shipments/products.
If you purchased product insurance/package protection from Route, please review our Route FAQ page or reach out directly to Route to file a claim if you've determined your package has been lost.
If you did not purchase the additional protection from Route you'll have to file a claim directly with the carrier. Your order confirmation from SmarterHome contains key information the carrier requires to submit a claim. If you are unable to locate your order confirmation email, or have any questions, please contact Customer Support at 833-237-8711 or through chat or email.
Track a package with UPS - https://www.ups.com/track?loc=en_US
File a claim with UPS - https://www.ups.com/us/en/support/file-a-claim.page
File a claim with Route - https://claims.route.com (only available to those who purchased Route Shipping Protection)