No problem. We are happy to offer personal assistance. Just
ask. Simply send an email to support@shopsmartisans.com
and we will do our best to help.
We ship nearly everywhere in the world, and we will always
send your package via mail through the United States Postal Service (USPS).
Please provide your mailing address (PO Box if that’s the
way you receive mail) to make sure we get your order to you promptly.
Following are our estimated delivery times, depending on how
your package was mailed.
|
USA |
International |
First
Class and Priority Mail |
2 – 4
business days1 |
1 – 2
weeks2 |
Media
and Parcel Select Mail |
1 – 2
weeks |
Not
applicable |
Notes: 2Occasional delays in Customs result in 3 -
6 weeks delivery for International orders. Rare delays in Customs result in 7
- 12 weeks delivery for International orders. |
If you order directly from us on this website or if you order from us via or Etsy or eBay stores, we'll email a shipping notice with your tracking number. If your order from us via Amazon.com or Walmart.com, you can check your order history on those websites to find your tracking number.
First check the tracking status as it might still be in
transit. (See previous Q&A – How can I track my shipment?)
If the tracking shows in transit, please check when you
should expect delivery. (See prevous Q&A – When will I receive my order?)
If the tracking shows the package as delivered:
1.
Check if a family member or a neighbor received
the package and set it aside -- forgetting to let you know.
2.
Check with your regular mail carrier and
separately with the postmaster at your local post office.
a.
Sometimes they scan for delivery before
realizing that a package won't fit in the mail box.
b.
They
might have forgotten to put a slip into the mail box notifying you of a package
to pick up.
c.
The pick-up notification slip might have been
mislaid.
3. If this doesn’t resolve the problem, please let us know. Send an email to support@shopsmartisans.com and we’ll see what we can do to help. Explain the problem and let us know the Order ID (or in the case of eBay orders, the eBay sales number or PayPal transaction number.
If you live anywhere except the United States, you might. We
are not able to include import duties, taxes, or any other special fees your
country might charge in the item price or shipping cost. These fees are not
additional shipping charges, and they are your responsibility to pay. Please
check with your country's customs office to determine what these additional
costs will be.
Sorry, but we cannot because doing that is against U.S. and
international laws.
We do not currently handle exchanges. Please simply purchase
the items you want at any time and return the items you don’t want – per our
normal return policy.
First, let us know exactly what went wrong. Did we describe
it incorrectly? Did it arrive damaged? Was it simply not exactly what you hoped
it would be? Send pictures if you’d like.
We’ll do our best to resolve the problem – based on what
went wrong (our mistake, not what you envisioned, buyer’s remorse, etc.) and
what would work best for both of us.
We accept returns of most items for any reason when you
contact us to request a return. For quickest support, please use our Return Authorization (RMA) Request form. Or send an email to us at support@shopsmartisans.com within 30 days of receipt. In either case, we will provide you with an RMA
number (RMA = Return Merchandise
Authorization).
You must have the item on its way to us within 5 business
days of receiving the RMA number from us.
We cannot accept returns of opened patterns and certain
opened media items (for example, movies, music, video games, and software).
These items must be returned still sealed in their original packaging.
At your request, we can send you a pre-paid postage label to return the product. If we sent you the wrong item or it arrived damaged, we will pay the cost of return shipping. Otherwise, you must pay the cost of return shipping to us -- deducted from your refund if you asked us to send you a prepaid label.
For “free shipping” items, we charge a restocking fee of up to 20%
to cover our out of pocket costs for shipping. We don't charge a restocking fee higher than our actual costs for shipping and for inexpensive items, the restocking fee only partially covers our costs for shipping.
If we sent you the wrong item or it arrived damaged, we will
refund the amount you paid to have us ship the item to you. Otherwise, we will
not refund the original shipping fee.
We will refund the full price of the item as long as it is
returned in new condition (or, in the case of “hurt” item, in the condition as
we described it.) To qualify,
1.
Items must be returned with all original
packaging and accessories.
2.
Media items (for example, movies, music, video
games, and software) and patterns must be unopened and still in their plastic
wrap.
We refund less than the full price of the item in the
following cases:
1.
If the new item you return show signs of wear,
your refund will be 50% - 80% of the item's price, depending on the returned
condition.
2.
If the item you return is damaged, missing
parts, not in the original condition, or have obvious signs of use for reasons
not due to a Shop Smartisans error, we’ll refund up to 50% of the item's price.
We cannot refund opened patterns and certain opened media
items (for example, movies, music, video games, and software). These items must
be returned still sealed in their original packaging to qualify for a refund.