PLACING AN ORDER:
We accept MasterCard, Visa, Discover.
We do not accept American Express, Paypal, Checks, or Money Orders at this time.
Orders generally ship out within 24 to 48 hours. We are closed on weekend so orders placed Friday, Saturday and Sunday will ship out on Monday and Tuesday.
Furniture sets ship by LTL on a pallet.
Products such as solar fountains and lights ship by FedEx.
Replacement parts ship by either US Postal Service or FedEx based on weight and dims.
We have 3 warehouses so items may ship out separately from different locations.
If you provide a PO Box for an order that should ship by FedEx then it ships by Smart Post.
If you want to expedite your order with faster shipping please contact us to place your order. Our office hours are Mon-Fri 9am-5pm EST.
If you type your shipping address wrong and you realize it before it ships…
you can contact us so we can make correct it and update the order for no charge before it ships out.
If you type your shipping address wrong 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 AN ORDER:
Items purchased directly from us are eligible for return/refund to us within 30 days. Must be in new condition and in original packaging. Refunds do not include the S&H fee that was originally included in the item price. Please contact us for a return authorization number and address.
Full products purchased from retailers are subject to that retailer’s return policy. Do not return an entire product to us that was purchased from a retailer 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, ensure you get a tracking number from the carrier of your choice (FedEx, UPS, US Mail) in order to be able to see that it made it back to us. Please 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.
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 in used condition with dirt or water stains on it, then we may either accept it or reject it 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 by the carrier and we don't receive it, 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.
By submitting your order, you agree to the terms and conditions stated above. If you have any questions you can contact our customer service team by email or phone for assistance.
