Política de reembolso

Return & Refund Policy

At SmartPack USA, we are committed to providing exceptional quality and service. Please review our policy below to ensure a smooth process for your returns or claims.

1. Customizable & Personalized Products

Due to the personalized nature of our custom-branded products, returns, cancellations, or exchanges are not permitted once production has begun.

  • Customer Responsibility (Digital Proofing): All customizable products are manufactured according to the specifications you provide using our Online Customizer.

    • The Order Preview provided on the Cart Page, as well as the design shown on your Order Details page, serves as the final setup for print production.

    • It is the customer’s responsibility to review these previews for accuracy (placement, spelling, color, and layout) before completing the purchase. We print exactly what is shown in these previews; any errors in the customer-provided setup are the responsibility of the customer.

  • Our Responsibility: SmartPack USA will only authorize a reprint or replacement if the physical product is:

    1. Inaccurate to the specifications shown in your Order Details preview.

    2. Structurally flawed or defective.

    3. Damaged during transit.

    4. Please note that colors may vary slightly from what you see on your screen due to monitor calibrations and the nature of printing on different materials (wood, plastic, paper, bamboo).
  • International Abandonment: If an international shipment is refused or abandoned by the customer due to a refusal to pay local taxes or duties, no refund will be issued for the products or shipping costs.

2. Stock (Non-Custom) Items

We offer a 30-day return policy for standard stock items. You have 30 days after receiving your item to request a return.

  • Eligibility: Items must be in the same condition you received them—unused, in original packaging, and in resalable condition.

  • Customer Error: If you ordered the wrong stock item, you may return it at your expense. Once received and inspected, you can place a separate order for the correct item.

  • Exclusions: Clearance, "Final Sale" items, and sample orders are non-returnable.

3. Damages and Issues

Please inspect your order immediately upon arrival. If the item is defective, damaged, or if you receive the wrong item, contact us at customerservice@smartpackusa.com within 5 business days. Please include:

  1. Your order number

  2. A description of the issue

  3. Photos of the damage or error

4. How to Initiate a Return

All returns must be pre-authorized. Items sent back without prior authorization will not be accepted.

  • Request an RA: Contact us at customerservice@smartpackusa.com or call (631) 240-0600.

  • Return Costs: Customers are responsible for return shipping costs (including international duties/taxes) unless the return is due to a SmartPack USA production error.

  • Shipping Address: > SmartPack USA
    • 80 Air Park Drive,
    • Unit A, Ronkonkoma, NY 11779

5. Restocking Fees

While we strive to waive restocking fees for most returns, a fee of up to 10% may apply to large bulk orders or items requiring significant handling. This fee is applied at our discretion and will be communicated during the return authorization process.

6. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • Approved Refunds: Processed within 7–10 business days to your original payment method.

  • Note: Original shipping fees are non-refundable unless SmartPack USA is at fault.

Exclusions

  • Clearance or Final Sale Items: These are non-returnable.
  • Shipping Fees: Original shipping fees are non-refundable, except in cases where SmartPack USA is at fault.

Order Modifications or Cancellations

  • Orders for non-custom items can be modified or canceled before shipping. Once shipped, they will follow the standard return policy.
  • Custom orders cannot be canceled or modified once production has started.

Need Help?

For questions or further assistance, reach out to us at customservice@smartpackusa.com or visit our FAQ page for more information.

Thank you for choosing SmartPack USA. We value your business and are here to make your experience seamless and enjoyable.