What happens if my package is lost or damaged?

If your package is lost or damaged, you must contact Smartliner’s customer service within 48 hours of delivery to report the issue. Smartliner does not offer refunds for either lost or damaged shipments — they will work to provide a replacement instead.

Lost Packages: If tracking shows delivered but you didn’t receive it, Smartliner will open an investigation and file a trace with FedEx (typically takes 4 to 5 business days). During this time, you may be asked to check with family members or neighbors. Once the claim is resolved, they will reship a replacement to the same address, which will require a direct signature upon delivery.

Damaged Items: You must provide pictures of both the damaged product and the shipping box so Smartliner can file a damage claim with FedEx. A replacement will be shipped pending the outcome of the claim. Depending on the severity of the damage, you may or may not be asked to return the original damaged item.

Feature List:

• Must report lost or damaged packages within 48 hours of delivery
• No refunds offered — only replacements
• Lost packages: FedEx investigation (4–5 business days) + possible neighbor/family check
• Replacement for lost items requires direct signature on re-delivery
• Damaged items: Photos of product + shipping box required
• Replacement shipped pending FedEx damage claim outcome
• Return of damaged item may be requested depending on severity