FAQ


SHIPPING & PROCESSING

HOW LONG IS THE PROCESSING TIME?

Once payment has been made, 99% of all orders leave our fulfillment center within 2-3 days. They will be sent to the shipping company and from there it will be completely handled by them.

HOW LONG IS THE SHIPPING TIME?

Shipping times vary for different locations. Shipping for orders in the United States, United Kingdom, Canada and Australia takes 5-20 days. Shipping for other locations takes 7-25 days.

DO YOU DELIVER INTERNATIONALLY?

Currently we ship to all the world

WHICH COURIER WILL BE USED FOR THE DELIVERY?

For US orders, delivery will be via USPS. For other countries, it will depend on your respective countries' courier services.

WHERE WILL MY ITEM(S) BE COMING FROM?

Our fulfillment centers are located in the US, China,Russia and India. We source our products from only the most experienced and reliable manufacturers.

 

PAYMENT

HOW DO I PLACE AN ORDER?

Simply choose your color or size if applicable from the dropdown menu on the product page, then click the "Add to Cart" button and proceed to checkout when you are done shopping. Please note that prices displayed during checkout is in USD.


WHICH FORMS OF PAYMENT DO YOU ACCEPT?

We accept Visa, MasterCard and American Express through Stripe. We also accept payment via PayPal as well.

HOW SECURE IS MY PERSONAL INFORMATION?

The Smart Backpacks adheres to the highest industry standards to protect your personal information when you checkout and purchase from our online store.

Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.

 

POST-SALES

CAN I CANCEL MY ORDER?

We only allow order cancellation within 12 hours after you made payment. We will provide full refund if you cancel your order within 12 hours. Please understand that once we have sent out your order to the postal company, we no longer are able to cancel your order.

CAN I MAKE CHANGES TO MY ORDER/SHIPPING ADDRESS?

We usually have already sent out your order after 24 hours from the time you make payment. If a change needs to be made to your order, please contact us at customers@thesmartbackpacks.com  ASAP and we will do our best to accommodate that change. However we cannot make any promises

WILL I RECEIVE A TRACKING NUMBER?

A shipping confirmation email with your tracking number will be emailed to you within 7 days once available.

Oftentimes this is because you have accidentally entered your email wrong. Throughout the process we will send out 2 emails, an order confirmation and a shipping confirmation email. If you believe you may have entered your email wrong please contact us via customers@thesmartbackpacks.com and we will fix it for you.

Also, please check your SPAM folder to see if your confirmation email was sent there

I ORDERED 2+ ITEMS, BUT ONLY RECEIVED ONE... WHERE'S MY ORDER?

We have a large assortment of products stocked in different fulfillment centers around the world. When you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next. So don't panic if you don't receive all of your items at once…be sure they are on their way :) Do check with us via email customers@thesmartbackpacks.com

WHAT HAPPENS IF I AM NOT AT HOME DURING DELIVERY?

Anyone at home can receive the package on your behalf. If no one is at home, the postman will leave a collection slip and you will have to proceed to the post office to collect your package. Or they will simply call you at the phone number you left with us.

 

 

RETURNS & REFUNDS

OUR RETURN POLICY

 

Our return policy lasts 30 days from the date you receive the product. If 30 days have gone by since, unfortunately we can't offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned. We do not accept returns of products that are intimate or sanitary goods, health and personal care items, hazardous materials, or flammable liquids and gases. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. Do note that return postage fees will not be covered by us. We recommend emailing customers@thesmartbackpacks.com for full order return inquiries.

 

RETURN SHIPPING INFORMATION

You will be responsible for paying your own shipping costs for returning your item. If you are shipping an item over $30, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

OUR REFUND POLICY

 We offer a 100% money back guarantee on all items defective on delivery and orders undelivered in 60 days. We are also able to send replacement items if you would like. Please contact customers@thesmartbackpacks.com for more information on your refund request. If your order arrived damaged, please attach photos for proof so we can make it right for you as soon as possible.

Our Refund Policy lasts 7 days. If 7 days have gone by since you received your order, unfortunately we can't offer you a refund or exchange.


OUR ORDER CANCELLATION POLICY

Depending on whether we have sent out your order already, we are able to process your order cancellation and refund back your money. We will guarantee to provide full refund if you cancel your order within 12 hours after you have made payment. However if 12 hours has passed since you made the order, you may have to wait for your parcel to arrive before you can return them to us.


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