Shipping and Handling

SmartHub Shipping Policy

Reliable Delivery Across UK, US & Europe

Last Updated: May 2025

🏢 About SmartHub

SmartHub is a fully registered US & UK company committed to providing exceptional smart home products with complete regulatory compliance and customer protection.

🚚 Shipping Overview

 At SmartHub, we use strategic local warehouses with verified suppliers operating in UK, US and EU distribution centres. Best of all, we offer FREE STANDARD SHIPPING on most orders, with no minimum purchase required. 

📍 Delivery Timeframes

• United States: 2–7 business days
• United Kingdom: 3–8 business days
• European Union: 3–8 business days
• Other Countries: 7–21 business days

Business days are Monday to Friday, excluding bank holidays and weekends.
*Some products may ship faster. Exact estimates are shown at checkout.

💰 Shipping Costs & VAT Compliance

🆓 FREE SHIPPING AVAILABLE FOR MOST ORDERS

Why Free Shipping?

  • ✅ No hidden costs - what you see is what you pay
  • ✅ Simple checkout - no shipping calculations
  • ✅ Better value - Availability of competitive product pricing
  • ✅ No minimum orders - even single items ship free

📱 Order Tracking & Communication

Comprehensive Tracking

  • Order Confirmation: Immediate email confirmation
  • Processing Updates: Regular status updates during supplier coordination
  • Dispatch Notification: Email with tracking number within 48 hours
  • Delivery Confirmation: Notification when a package is delivered

Customer Communication

  • Proactive Updates: Notification of any delays or issues

⚠️ Delivery Issue Resolution

Our 24-Hour Response Promise

If your order experiences any delivery issues:

Delayed Deliveries:

  1. Investigation: Full tracking review within 24 hours
  2. Carrier Contact: Direct liaison with shipping partners
  3. Resolution: Update or replacement processing
  4. Compensation: Store credit for qualifying delays

Failed Delivery Attempts:

  • Automatic Redelivery: Arranged through the carrier
  • Collection Options: Local depot pickup information
  • Alternative Delivery: Workplace or neighbour options
  • Extended Hold: Up to 14 days at local depot

Lost or Damaged Packages:

  • Immediate Response: 24-hour investigation starts
  • Photo Evidence: Required for damage claims
  • Full Protection: Replacement or refund guarantee
  • Fast Resolution: 5-7 business days maximum

📞 Customer Support & Contact

SmartHub Customer Service

📧 Email: centralinfo@ophirwaves.com
📞 Phone: +44 7928 050365
🕒 Hours: Monday-Friday, 9:00 AM - 5:00 PM GMT
📍 Address: 61 Bridge Street, Kington, HR5 3DJ
🌐 Website: https://smarthub.ophirwaves.com

Shipping-Specific Inquiries

  • General Shipping: centralinfo@ophirwaves.com
  • Urgent Delivery Issues: +44 7526 269384 (business hours)
  • After Hours: Email with "URGENT SHIPPING" in the subject
  • Response Time: Within 4 hours during business days

🔄 Returns & Exchanges

Return Shipping Policy

  • Defective Items: Free return shipping provided (we cover all costs)
  • Change of Mind: Customer responsibility for return postage
  • Wrong Item Sent: Express replacement + free return label (our error)
  • Return Window: 30 days from delivery date
  • Return Address: Provided with return authorization

Note: While we provide FREE SHIPPING on most orders, return shipping for change-of-mind returns is the customer's responsibility. However, if we send the wrong item or a defective product, we cover all return costs.

Return Process

  1. Contact Us: Email centralinfo@ophirwaves.com
  2. Return Authorization: Issued within 24 hours
  3. Package Return: Use provided instructions
  4. Refund Processing: 5-10 business days after receipt

🛡️ Terms & Shipping Guarantee

Delivery Guarantee

If we don't meet our delivery promise:

  • Investigation: Within 24 hours of reported issue
  • Resolution: Replacement order or full refund
  • Compensation: £5 store credit for qualifying delays
  • Express Upgrade: Free upgrade on next order

Limitation of Liability

  • Force Majeure: Not liable for delays due to circumstances beyond control
  • Carrier Issues: Third-party carrier problems subject to carrier terms
  • Address Accuracy: Customer responsible for correct delivery information
  • Maximum Liability: Limited to order value for shipping-related claims

🔗 Related Information

Additional Policies

  • [Returns & Exchanges Policy] - Complete return procedures
  • [Terms of Service] - Full terms and conditions
  • [Privacy Policy] - Data protection and usage
  • [Warranty Policy] - Product warranty information

Company Verification

  • Companies House: Search registration 16108540
  • VAT Verification: HMRC VAT number check 487 9424 31
  • Business Address: 61 Bridge Street, Kington, HR5 3DJ
  • Contact Verification: centralinfo@ophirwaves.com

© 2025 SmartHub (Company Registration: 16108540). All rights reserved.

This shipping policy is designed for transparency, customer protection, and full regulatory compliance. SmartHub operates under UK law with complete VAT compliance and consumer protection.