FAQ

Non-custom orders ship the same day if placed before 3:00 PM EST, Monday–Friday.

Standard lead time is 3 business days. Larger runs (5,000+ pieces) may require 1–2 weeks.

If you need your order delivered by a certain date, please leave a note on your order with the date you need it in hand. You can leave this note on the cart page before checkout.

We also highly recommend reaching out to us before placing your order to confirm if your requested in-hand date is possible. To help your order arrive on time, we recommend selecting the Next Day Air shipping option at checkout if available (some locations may not qualify for Next Day Air delivery).

Please note that if we are not made aware of your deadline by note or contact before production, we will not know the order needs to be prioritized or treated as a rush order.

Shipping fees are calculated at checkout based on weight, size, and destination. Customers using their own FedEx/UPS account are responsible for additional carrier fees.

We provide standard shipping, expedited shipping (for an additional fee), and free shipping for orders over $199.

Currently, we only ship within the United States. For special international requests, contact our sales team at customerservice@smartpackusa.com

Yes. Pickup is available at our New York facility during business hours. Non-custom orders are ready the same day if placed before 3 PM EST. Custom orders are ready after the standard 3-day lead time. You’ll receive a “Ready for Pickup” email and a confirmation call from our team.

Once shipped, you’ll receive a tracking number linking directly to the carrier’s website. You can also access it under your Previous Orders page.

Yes. A confirmation email with tracking details is automatically sent once your order has shipped.

Contact us immediately. We’ll work with the carrier to resolve the issue. For damaged items, please provide photos of the packaging and product to help us process a replacement quickly.