Shipping & Returns
Shipping Policy
SMILES does not ship on Saturday or Sunday. In some cases, Saturday delivery can be arranged. Due to shipping restrictions we cannot deliver to P.O. Boxes, or to APO or FPO addresses. Standard Ground Shipping usually takes 3 to 10 business days to arrive, from time of shipping. We are not able to control shipping time on items shipped directly from our manufacturers, but will try to influence them as much as possible to have your product delivered in a timely fashion. We cannot and do not guarantee shipping in any specific time frame. If you call us, we will give you an estimate to the best of our knowledge.
Some items may be too large or too heavy to be shipped by the method you have chosen, or to your chosen destination. Oversized and heavyweight items can not be shipped via UPS or FedEx. Some items can only be shipped by trucking companies. In these instances shipping prices are subject to increase, based upon size and weight. In any event, we will contact you to inform you about the shipping charges, and only ship your order upon approval.
If the product you ordered arrives via USPS, UPS or FEDEX and there is visible damage on the box, REFUSE IT (Do not accept it). This will make it easier for us to send you a replacement. If the product you ordered arrives via truck, TAKE YOUR TIME to inspect it. Many truck drivers pressure customers to sign the documents quickly. You have the right to take all the time needed to inspect the product thoroughly before signing. If you see signs of transport damage, REFUSE the package. After the bill of lading is signed "free and clear" by you, it might be difficult or impossible to claim transport damage. Please note that writing a note about damage on the delivery document is no guarantee that the shipping company will accept a claim and neither that our supplier will accept a return or replacement. Therefore, it is advisable to just REFUSE delivery whenever there is obvious damage.
Under no circumstances will a return be initiated after 28 days of the Invoice date.
Returns Policy
If the product you ordered arrives via USPS, UPS or FEDEX and there is visible damage on the box, REFUSE IT (Do not accept it). This will make it easier for us to send you a replacement. If the product you ordered arrives via truck, TAKE YOUR TIME to inspect it. Many truck drivers pressure customers to sign the documents quickly. You have the right to take all the time needed to inspect the product thoroughly before signing. If you see signs of transport damage, REFUSE the package. After the bill of lading is signed "free and clear" by you, it might be difficult or impossible to claim transport damage. Please note that writing a note about damage on the delivery document is no guarantee that the shipping company will accept a claim and neither that our supplier will accept a return or replacement. Therefore, it is advisable to just REFUSE delivery whenever there is obvious damage.
Some customers are confused by the fact that it is common for Department Stores and Large Retail Chains to accept returns with minimal or no questions asked. Unfortunately, our competitive pricing does not allow us to be so flexible in our return Policy. We cannot accept returns unless our supplier accepts it, and in case they do, we are usually subject to a high restocking fee. Therefore, please be advised that SMILES is not obligated to accept returns or to replace any product. Please contact the Manufacturer for warranty information. However, we will make exceptions on a case by case basis. Our Customer Service agent will be able to inform you in your individual case, if we accept a return or will make a replacement of a product. In those cases, our agent will issue you a Return Authorization number (RA). Without the RA#, no refund will ever be given, even if the customer ships the product(s) back to us or to our suppliers. In other words, you must communicate with us before taking any action.
If you have obtained an RA# and instructions for the return of the product from our agent, if it is for a refund, you will be charged a re-stocking fee of 20% of the value of the product plus a $25 return processing fee, and refund the difference. No freight cost (either way) will be refunded, which means that you have to pay for the return freight. We will not be responsible for any finance charges incurred by the customer while waiting for the refund. In any Return or Replacement that is accepted by our company, the product must be returned in the same condition as it was received. It should come packed in its original manufacturer's box, without writing anything or applying labels on the box. The box must include all the accessories, manuals, warranty card, packing materials and anything else included in the package when it was first received. Returns or Replacement will not be possible if either the box, packing materials, accessories, manuals or warranty card are missing.
If a product is returned because the customer does not like it or the customer states it does not perform as advertised, even with an RA#, it will be subject to the restocking and return processing fees stated in the previous paragraph. We cannot be responsible for manufacturers' claims or product quality. The customer is free to call or write directly to the manufacturer about quality or other product issues. As a general rule, we will not accept returns on OPEN BOX items. Once opened, a product cannot be sold as new and loses a large part of its value. In some very exceptional cases we will accept returns of certain open box items but they will be subject to re-stocking fees that can range from (50% to 99% of the value of the product), depending on the market price of the product (as open box) at the time and on the condition of the item as determined when received returned by us.
