Delivery Policy

Last updated: October 20, 2026

Smuggl orders are delivered in person. Your Smugglbear buys your items on a trip they had already planned and hands them to you at a meetup you both agree in the app, after their flight lands in your city. The app shows the expected landing date before you pay.

Your delivery number

Every order has a delivery number, like SMG-7K3P-92QD. You'll find it in the app, and we email it to you in your delivery receipt once the handover is complete. Enter it at smuggl.in/track to see the order's delivery record: how it was paid for, when it was bought, your Smugglbear's departure and landing, the handover (confirmed with the one-time PIN you share in person) and whether each item was accepted. Names appear as initials only, and the record never shows photos, phone numbers, email addresses or locations.

Once they land, you have 72 hours to agree a meetup. If you don't respond, the app sends a final warning and shows the last date you can collect. If the handoff still hasn't happened 7 days after landing, it's treated as a missed handoff, as set out in our Terms of Service.

At the handoff you check each item before accepting it. Items are never sent by post.

If an order can't be handed over, you're refunded as set out in our Refund & Cancellation Policy. See also our Terms of Service.