Smatree
We do not ship anything. Every case in this catalogue is sold and dispatched by a store, and that store owns the delivery from the moment you place the order. This page explains what that means in practice, because it decides who you should be talking to.
The store holds your order
Payment, address, dispatch, tracking and delivery are all handled by the store you bought from. They have the record; we do not. That is why every answer on this page ends in the same place — the order page of that store.
Tracking
Your tracking number appears on the order page once the parcel leaves the warehouse. If it has not appeared, the parcel has not been dispatched, and the store can tell you why.
A parcel that has not arrived
Give it the delivery window on the order page first, then raise it there. Stores have a process for a missing parcel and they can start it immediately. We cannot — we have no visibility of your order at all.
Damage in transit
Photograph the outer box before you unpack it, then the case. Transit damage is settled by the store, usually same-day, and the photographs are what make that quick.
Wrong item in the box
It happens, and it is a picking error rather than a manufacturing one. The order page will have an exchange route for exactly this.
What we can help with
Anything about the case itself: what fits it, what it is made of, which pattern suits your machine, whether a part can be replaced. Write to us and we will answer. Anything about the parcel belongs to the store.