Shipping & Returns

Small Items by UPS or FedEx
Small box items such as fountains, lights, wood chairs and wood console tables that require assembly all ship by either UPS or FedEx. Orders that ship out by UPS or FedEx generally ship out within 48 hours. We are closed on weekends so orders placed Friday, Saturday and Sunday will ship out on Monday. 

Large Items by LTL
Large box items such as Patio Heaters, Fire Pits, and Furniture Sets (metal swivel chairs and dining sets with tables) ship by LTL on a pallet and may require you to contact us for a shipping quote based on the items and your address. Orders that ship by LTL generally take about 3 business days to schedule a carrier and get picked up. Normal transit time after that is about 7-10 days for delivery and the carrier will usually call you for schedule a delivery appointment. 

Replacement Parts
Replacement pieces from our Parts Dept ship by either US Postal Service or FedEx based on weight and dims. 

Our parts dept is a separate location so if you order a full product (fountain or light or furniture) and a replacement part then they will ship separately from different locations.

PO Box
If you have a PO Box please provide both your home address and your PO box so that we can ship out items accordingly.

Expedited Shipping
If you want to expedite your order with faster shipping please contact us to place your order by phone. We can provide you with rate quotes based on the address and speed. 813-343-5775 Mon-Fri 9am-5pm EST.

Wrong Address
If you type the wrong shipping address and you realize it before it ships contact us so we can correct it and update the order for no charge before it ships out.

If you type the wrong shipping address and you realize it after it ships.
-(by FedEx) we can contact FedEx to change it to the correct address and you will be charged a $12 FedEx Address Correction Fee to reroute it.
-(by Mail) if it gets delivered to the wrong address that you provided and that person does not contact us then and does not return it to us then we cannot issue a refund for it and you will have to place a new order. If the old order does get returned to us then we can issue a refund for it.

RETURNING A PRODUCT OR SPARE PART:

Full products and replacement parts purchased directly from us are eligible for return/refund to us within 30 days. Must be in new condition. Refunds do not include the S&H fee that was included in the original item price. Please contact us for a return authorization number and address. Do not return an entire product without contacting us first.

Full products purchased from retailers are subject to that retailer’s return policy. Do not return an entire product without contacting the retailer first.

If we made an error and shipped you the wrong item…
we will reship you the correct item and either include a prepaid return label that you can use to ship back the wrong item or we can have FedEx pick up the wrong at your location.

If you made an error and ordered the wrong item…
please contact us by email (CustomerService@SmartLivingHG.com) or by phone (813-343-5775 M-F 9-5pm EST). We will provide you with a return authorization number and the appropriate address to return your item. Our customer service office and our warehouse are not in the same location. Please do not automatically send it back to any address without contacting us first. We are not responsible for any unauthorized returns to any locations or any costs associated with it.

When you ship the part back to us using the carrier of your choice (FedEx, UPS, US Mail), please ensure you get a tracking number so you're able to see that it made it back to us successfully. If there is an issue we will need you to provide the return tracking number to us so we can track it to confirm that it made it back to us. Once we confirm we received your return it will be inspected to determine the condition and then the refund will be issued. 

If the return is in NEW condition and not damaged then we will issue a refund for just the cost of the item itself and there will be no restocking fee. We do NOT issue refunds for shipping & handling fees incurred when you placed your original order or when you shipped it back to us.

If the return is used and has dirt or water stains on it, then we will accept or reject the return at our discretion based on the condition. If accepted, there will be a 20% fee deducted from the refund (due to cleaning, testing, refurbishing, restocking, and we can not resell the item as new). If rejected, then no refund will be issued. In this case we can ship the item back to you at your expense if you would like it back since you own it or it can be discarded.

If the return is damaged in shipping when we receive it then as the shipper you will need to file a claim with the carrier that you used to ship it for the value of the item to get reimbursed from them for it.

If the return is lost in transit, then you need to contact the shipping carrier that you used regarding your lost package. We are not responsible for any packages that are lost in transit by the shipping carrier or any costs associated with such situations. If the carrier loses your package you will need to file a claim with them for the value of the item to get reimbursed from them for it.