Shipping and returns
Every order ships free and tracked, with duties paid. If a parcel goes missing, we replace it or refund you.
When your order arrives
- Day 0 Order placed Confirmation email with your #SMT number
- 1 to 3 business days Dispatched Tracking link sent by email
- 3 to 7 days later At your door Duties and taxes already paid
Customs and carriers can occasionally add time.
- Free tracked shippingOn every order, to every country. No minimum.
- Duties paidIncluded at checkout. Nothing to pay at the door.
- 15-day promiseNo tracking update in 15 days? We replace it or refund you.
- 30-day returnsAsk for a return within 30 days of delivery.
Part 1
Shipping
Delivery times
Every order ships free with tracking, to every country we sell to. There's no minimum order and no shipping fee at checkout.
- Preparing your orderMonday to Friday, excluding public holidays
- 1 to 3 business days
- In transitFree standard tracked shipping
- Usually 3 to 7 days
- Custom designsStarts once you approve your proof
- +5 to 10 business days
When your order leaves us, we email you a tracking link. Your order number starts with #SMT and is in your confirmation email.
Duties and taxes are on us
Import duties and taxes are included in the price you pay at checkout, in every country we ship to. There's nothing extra to pay when your order arrives.
If a carrier asks you for an import charge on a Smartap order, contact us before you pay.
If your parcel is lost, late or damaged
We'd rather fix it than argue about it. You choose: a free replacement or a full refund.
Our delivery promise
-
Tracking hasn't movedNo update for 15 days
Contact us and we'll send a replacement free, or refund you in full.
-
Marked delivered, not receivedTell us within 14 days of the delivery date
Check with neighbors or your building's reception first, then contact us and we'll do the same.
-
Arrived damagedSend a photo within 14 days
We'll send a free replacement.
Changing your address
Email hello@smartap.me with your order number before your order ships, and we'll update the address for free.
After it ships, we can't redirect it. If a parcel comes back to us because the address was wrong or incomplete, we'll send it again once you confirm the address, at the cost of reshipping.
Custom designs and preorders
For products with your logo or design, we email you a digital proof first. Production starts once you approve it and adds 5 to 10 business days before your order ships.
A preorder ships as soon as the item is back in stock. We email your tracking link when it leaves us.
Part 2
Returns
How to return an order
You have 30 days after your order arrives to ask for a return. Items need to be in the condition you received them, with your order number as proof of purchase.
- Email usSend your #SMT order number to hello@smartap.me.
- Send it backWe approve it and email return instructions. Return postage is yours to cover.
- Get your refundOnce it arrives and we've checked it, we refund you within 5 business days.
- Faulty or wrong item? That isn't a return. Tell us and we'll put it right at our cost.
- Want a different product? Return the one you have, then place a new order. It's the quickest way.
- Printed with your own design? Covered by our Terms of service.
Refunds
We email you once your return has arrived and been checked, and tell you whether the refund is approved. Approved refunds go back to your original payment method within 5 business days.
Your bank may take a few more days to show it. If 15 business days have passed since we approved your return, email us and we'll look into it.
Customers in the European Union
If your order ships to the EU, you can also cancel or return it within 14 days for any reason, without giving one. The item needs to be in the condition you received it.
Where is my order?
Your order number starts with #SMT and is in your confirmation email. Check its status with the email you ordered with, or write to us. We reply within 1 business day.