SuperSmart USA

Hi Frank, thank you for such thoughtful and detailed feedback. This is genuinely helpful. You have raised a completely fair point. A pre-shipment notice a few days before your subscription processes, giving you the chance to adjust or skip a delivery, is exactly the kind of proactive communication customers should expect, and a delivery confirmation afterward as well. You are right that this is a gap, and it is one we are actively working to improve as we build out our subscription program. In the meantime, we do not want you to be stuck with product you may not need, especially with your medical tests coming up. Please reach out to us at [email protected] and we will be glad to help you pause, reschedule, or adjust your upcoming subscription orders, and assist with this most recent one if needed. We really appreciate you taking the time to help us do better. The SuperSmart Team

Hi Huiyu, Thank you for letting us know, and we are sorry to hear about your experience. We understand your concern about the heat. For your reassurance, our probiotics are lab-tested to remain stable and effective even when exposed to summer temperatures for up to 30 days, so a period in a warm mailbox would not typically render them inactive. They are formulated with this kind of transit in mind. That said, once a package leaves our facility the delivery conditions are in the carrier's hands and outside of our control, and we never want you to be left with a product you are not confident using. Please reach out to us at [email protected] and we will be glad to arrange a replacement or a full refund, whichever you prefer. We appreciate your understanding and hope to have the opportunity to serve you again. The SuperSmart Team

Hi Vikki, thank you so much for the kind words about the vitamins, and for taking the time to share this feedback. You have raised a real and valid point. The inability to move a subscription delivery to an earlier date, without placing a separate order, is a genuine gap in the portal, and you are right that the fixed one month, two month options do not cover situations where you simply need your next order sooner. This is exactly the kind of practical feedback that helps us improve, and we are sharing it with our team. In the meantime, please reach out to us directly at [email protected] and we will be glad to manually adjust your delivery timing so you get your vitamins when you need them, without having to place a duplicate order. Thank you again for being a loyal customer. The SuperSmart Team

Hi Hector, Sorry to hear how your package was delivered. Leaving it to sit in a hot mailbox with no delivery notice is not the standard we want, and you're right to flag it. This comes down to the carrier's handling on final delivery, and we're actively working with our shipping partners to improve delivery notifications and how parcels are left. Thanks for letting us know. SuperSmart team

Hi Hank, Sorry for the frustration on both counts. Demand outpaced our forecasts and we sold through stock faster than we could restock, which is why shipping has been slow. A fresh batch is on its way from the lab now and we expect to be back to normal speed very shortly. On the emails: Our IT team will fix this shortly. Sorry about the inconvenience. Thanks for your patience. SuperSmart team