Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


To start a return, you can contact us at customerservice@smartpackusa.com. Please note that returns will need to be sent to the following address: 80 Air Park Drive, Unit A Ronkonkoma, NY 11779.


If your return is approved, we will provide instructions on how and where to send your package. Please note that items returned without prior authorization will not be accepted.

You can always contact us for any return questions at customerservice@smartpackusa.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Restocking Fee

For most returns, SmartPack USA waives any restocking fees as part of our commitment to exceptional customer service. However, in certain cases—particularly for large orders or items requiring significant handling—a restocking fee of up to 10% of the order value may apply.

This fee is determined at SmartPack USA's discretion and is only applied when necessary to cover processing and handling costs. Should a restocking fee apply to your return, it will be communicated to you during the return process.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customerservice@smartpackusa.com.

At SmartPack USA, we are committed to providing exceptional quality and service. If you're not completely satisfied with your purchase, we’re here to help. Please review our return policy to ensure a smooth process.

Eligibility for Returns

  • Non-Custom Items: Returns for non-custom items are accepted within 30 days of delivery. Items must be unused, in their original packaging, and in resalable condition.
  • Custom Items: Due to the personalized nature of custom products, we cannot accept returns or exchanges unless the item is defective, damaged, or contains errors directly caused by our production team.
  • Samples: Sample orders are non-returnable.

How to Initiate a Return

  1. Contact Us: Email our support team at customerservice@smartpackusa.com or call us at (631) 240-0600 to request a Return Authorization (RA) number. Please include:
    • Your order number
    • A description of the issue
    • Photos (if applicable)
  2. Pack the Items: Securely pack your items in their original packaging, ensuring all parts and accessories are included.
  3. Return Shipping: Ship the item to the address provided by our team. Customers are responsible for return shipping costs unless the return is due to our error.

Refunds and Credits

  • Once we receive and inspect your return, we’ll notify you of the approval or rejection of your refund.
  • Approved refunds will be processed within 7-10 business days. Refunds will be issued to the original payment method used at checkout.
  • For bulk or blanket orders, refunds may be subject to additional review depending on order size and agreement terms.

Damaged or Defective Items

If your item arrives damaged or defective:

  1. Notify us within 5 business days of receiving your order.
  2. Provide photos of the damage and your order details.
  3. We will work with you to provide a replacement, refund, or credit toward a future purchase.

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.