Shipping information

When will my order ship?

We usually ship all orders same or next business day. Sometimes you may expect a slight delay of 1-2 business days. Please note that an order placed during the weekend or on a holiday will ship on the following working day as we do not ship on non-business days. The tracking number for every order is automatically emailed after shipping. Alternatively, you can check the online Order Status by clicking here.

Where do we ship to?

We ship to the Contiguous United States 48 United States. Because of stock issues, on occasion, an order will need to be shipped from a warehouse other than the one closest to you. This can cause a delay in delivery by a few days. This does not affect when it is shipped, it is just that it may take a few more days to get to you.

How long will it take after my order ships?

Our default shipping method is UPS Ground, which may take 3-5 business days to be delivered. As one of the largest distributors in the United States, our warehouses are strategically located around the country which enables us to reach 98% of the U.S. population within 3-5 business days.

If you need the product quicker, we offer expedited shipping methods. Once a package leaves our warehouse it becomes the responsibility of the carrier. The carrier is responsible for any unforeseen delays in the arrival of your order.

POSSIBLE DELAY: Please make sure your billing and shipping addresses are on file with your credit card company. Otherwise, our approvals department will need to contact you and your bank which could cause a delay. For an order to be shipped on the same business day, it must be placed before 3 PM EST. If your order is placed after 3 PM EST or on a non-business day, it will be shipped on the following working day.

Back Order / On Order items

If a product is backordered, it is not currently in stock at any of our warehouses. We have ordered the product from our supplier but have not received it. We will update you on the status of your order via email. If the supplier is unable to fulfill an order we will notify you and make the best effort to suggest an alternate item.

Shipping Rates and Times:

Shipping Methods and Carriers

We use several carriers for the different shipping options we offer. It is not possible to specify a preferred carrier when placing your order. If a certain carrier does not deliver to your location, please contact Customer Service so that we can notify our Shipping Department.

We will choose the most appropriate delivery method for your shipping address. When you select Overnight or 2-day shipping, we may use either air or ground shipping to get your items to you within the promised time frame.

Please note that ground shipping is only valid for orders shipped to physical addresses within the 48 contiguous states.

If shipping to a APO, your order will be shipped thru USPS,

How do I contact the shipping company?

Fedex: 1-800-GO-FEDEX – www.fedex.com
USPS: 1-800-275-8777 – www.usps.com
UPS: 1-800-PICK-UPS – www.ups.com

Duplicate Orders

Most of our orders are approved automatically by a set of filters to make the process faster for our customers. Please make sure to contact our Customer Service or Sales Department if you believe your order has been duplicated. Smartoners.com will not take responsibility for double orders, although you will of course be allowed to return the duplicate shipment.

How do I cancel / edit my order?

Smartoners.com strives to process your order as quickly as possible. In our effort to prevent delays, the period of time available to cancel an order is short. For you to be able to cancel an order online, its status must be Processing . If your order status is Shipped, the items are already being picked from the shelves, packaged and stacked on the loading dock. If you need to cancel an order that is Shipped, please contact Customer Service at 718-975-0197 immediately. We cannot guarantee we will be able to cancel it, but we will do our best.

My tracking number is not working. What should I do?

If the tracking number for your package shows no activity or delivery confirmation, it is possible that the shipment is still in transit or out for delivery. Packages are not always scanned at every facility they go through during shipment, so you may not see any updates for a few days. Please try again in 1 or 2 days for more up-to-date information.

If the tracking number indicates that your package was delivered but it was not left at your front door, it could have been left somewhere safe. Please check your office, porch, garage, building's front desk, bushes and with your neighbor.

If you are still not able to locate the package and it is past the shipping timeframe, please contact Customer Service HERE so that we look into the situation.

What should I do if an item is delivered damaged?

If your shipment is delivered damaged, please initiate contact within 5 business days from receipt of the package. Do not throw away or alter the product or packaging; we will need a picture of the damage package in the same condition as it was received to properly establish that the damage was due to shipping. We will not accept claims for shipping damage if any of the contents or packaging have been altered or discarded. Depending on the carrier used to ship your order, we will process the damage claim in one of two ways:

For some claims, we will have to contact the shipping company and file a claim. They will schedule a pickup from the customer's location for inspection of the package.

For some other claims, we will process a return authorization for you to send the package back to our warehouse following the normal return procedure.

After we are able to properly establish that the product was damaged during shipment, Smartoners will replace the products based on our return policy.

What should I do if an item is missing from my order?

If you have multiple tracking numbers, it means your order was shipped in separate packages. Check that the number of packages received matches the number of tracking numbers for your order. Verify that you have received all boxes and checked all packing material for small items. If you are still missing an item, please contact our Customer Service by Clicking Here

Why was my order sent in multiple packages when all the items could have fit in one box?

We keep the safety of your packages in mind with regard to weight and size. Many times when multiple packages are shipped the shipping company may route a package on to another truck due to space issues. However, they will make every effort to deliver all packages on the same day.

Sometimes items are shipped from another warehouse to avoid delays. In these cases, different shipping companies may be used for your various packages.

My package never arrived and it says that it has been shipped.

In some cases a package can be lost in transit by the carrier. Smartoners will file a claim with the shipping company and will either reship the package or reimburse the customer upon claim resolution. Claims are accepted within 30 days from the date of purchase.

Claims are applicable for packages with no tracking number, packages delivered to an address different from that entered by the customer or packages showing no updates for more than 5 business days. Please remember that NO CLAIMS WILL BE TAKEN PAST THE 30 DAYS.