Shipping policy

The packaging and jars of Smarties.bio are durable, eco-friendly, and recyclable, ensuring optimal protection of the products. The sturdy design and airtight closure preserve freshness and make them ideal for transport. Designed to reduce environmental impact, they offer both convenience and sustainability.

Product shipping is carried out via a courier selected by Smarties.bio, for which a shipment tracking service is available.

The courier delivers on business days (therefore excluding Saturdays, Sundays, and local or national holidays) during office hours.

Orders are processed by our logistics according to the following table, indicating the target market, the minimum spending threshold required to qualify for free shipping, and the average processing and shipping times:

Processing may experience delays due to the requirement to contact the customer to obtain their tax information, as, given the presence of customs, the issuance of a proper commercial invoice is necessary even for private customers.
For orders with the payment method “bank transfer,” orders will be shipped only after the funds have been credited to the bank account.
It will be possible to make the bank transfer payment for the amount corresponding to the order to the IBAN indicated in the dedicated email, which will be sent following the confirmation of the order.

Shipping information

Delivery normally occurs within 4–5 business days from the time the order is handed over to the courier.
Delivery times may be extended due to customs checks during export.
Due to the need for customs verification of the goods, the shipment must be accompanied by a proper commercial invoice, even for private customers. Consequently, it is necessary for the private customer to provide tax information (FEDERAL BUSINESS NUMBER) by filling out the dedicated form in the cart and/or sending an email to customercare@smarties.bio specifying the request and providing all required commercial data.

Customs Duties and Taxes

Regarding deliveries requested, any import customs duties will be the responsibility of the recipient.

We are not aware of the amount of customs charges, which will be communicated to you by the courier once the shipment arrives at its destination.

We therefore recommend that you contact the customs authorities in your country in advance to verify costs and any import restrictions.
Usually, the express courier company contacts the recipient via email or phone to request payment of customs duties. The recipient is therefore advised to regularly check for any communications from the main express courier service companies and follow up on any payment requests in order to clear the goods and prevent their return to the sender.

During holiday periods, shipments may take longer.

We suggest always choosing an address where someone can receive the delivery. If you prefer to receive your order at an office or a reception desk, please also indicate the name of the contact person.
If you are not present at the time of delivery, the courier will leave a notification card with instructions on how to collect the goods or will attempt delivery two more times.

We always recommend monitoring the status of your shipment using the tracking code that will be sent to you by email when the package is shipped; you can check the order status at any time.

Please note that it is not possible to change the delivery address once the order has been shipped.

At the time of product delivery, we always recommend checking:

• that the number of packages delivered matches the number indicated in the transport document;
• that the packaging is intact, not damaged, wet, or otherwise altered, including the sealing materials (adhesive tape or metal straps);
• any damage to the packaging and/or the product or discrepancies in the number of packages or information must be immediately noted on the delivery document, which must be returned to the courier;
• any issues regarding the physical integrity, correspondence, or completeness of the received products must be reported within 14 days of delivery, following the procedures outlined in this document.

What should I do if my package is damaged or items are missing?

We want you to receive an intact package with all purchased items.
If this does not happen, please help us by sending photos of the damaged package within 14 days to our Customer Care: customercare@smarties.bio
In the case of missing items, always write to our Customer Care at customercare@smarties.bio, briefly specifying exactly which items are missing.

What should I do if I have not received my package?

Our couriers do their best to ensure you receive your order on time and in perfect condition. Despite this care, exceptions may occur.
If you notice from the tracking number that there has been a problem with the delivery of your package, please contact our Customer Care directly within 14 days of the package shipment.