How does shipping work?
SmarterTube partners with global merchants and artisans in order to provide you the best prices and the most interesting products. This means that your order is shipped from global areas such as Thailand, Tibet, China, India, etc. via our partnership with USPS.
Because we ship directly from our partners in these countries, your item may take 3-5 weeks to arrive. Please do not panic if it does not show up immediately, it's on its way (please email us for tracking) :)
Our team process orders between Monday and Friday. Orders will be processed within 24 and 48 hours of ordering and shipped the next work-day after the processing day. We wait this long just in case you change your mind, because once we send your order we are no longer able to refund you if you have a change of heart.
Please note that we don't ship on weekends.
If for whatever reason your goods don't arrive, you will be refunded in FULL. This is our promise to you!
Order Modifications or Cancellation
After your order has been placed, you have 24 hours to contact our customer support team and request order modifications, change of address, or a cancellation. After 24 hours, your order has already been placed in production and can no longer be modified.
Damaged/ Incorrect Order
We try our best to ensure product quality and accuracy, but sometimes mistakes happen and we sincerely apologize in advance if/ when it happens. If either of these rare occurrences happens to you, please take a clear photo of the item(s) and email it to us, along with your order number to: firstname.lastname@example.org. Once we receive your email and verify the issue, we will get a replacement sent to you right away.
Order Not Received
If your item has not arrived within 40 days after you placed your order, please contact our support team and we will promptly take care of you.
Shipping times can be longer for certain countries such as Canada, Australia and UK, for example. We are currently working on providing quicker shipping times for all of our customers, worldwide, but we do not have an estimated date for when that will be active.
IMPORTANT: Unfortunately, we cannot be responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information. We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation sent immediately after ordering. Costs to reship the package will be invoiced to the customer.
We are also not responsible for failed deliveries due to the addressee not being home during the time of delivery.
FREE PROMO PRODUCTS: We do not offer replacement nor return on any free products, for any reason. Only regular priced items may be refunded, unfortunately PROMO items cannot be refunded.
Please note, there are no refunds or cancellations on custom-made, made-to-order items which include (but are not limited to) apparel, hats, shoes, mugs, tote bags, and custom home goods, 24 hours after your order was placed.
If your order with us doesn’t arrive at the correct shipping address provided to us and your payment is eligible, we’ll reimburse the full cost of eligible purchases paid, including shipping costs or we will gladly replace the item for you.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are returning an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Should the item be returned opened, used, damaged or incomplete, we will deduct a charge from the refund amount. We also charge a reasonable restocking fee of 15% for all Returns. Return shipping costs are nonrefundable.
If you place a chargeback with your credit card company (on purpose or by mistake) for any order that you placed and received, there will be a $35.00 research fee charged to your account upon receiving the chargeback by our merchant provider to cover our investigative expenses to prove that you did make the purchase.
SmarterTube does not tolerate credit card fraud, and all fraud, without exception, will be prosecuted to the full extent of the law. In addition, we will pursue civil legal action seeking any loss of income related to the fraud, including business, legal fees, research costs, employee down time and loss of revenues.
SmarterTube considers credit card charge backs to be fraud if you have made no reasonable effort to work with us to resolve any problems with your purchase. All frivolous chargebacks not only cost our employees time away from our usual and customary matters of conducting normal business, but cost us money, therefore:
You agree that if you, the buyer, choose to do business with SmarterTube, and you file a charge back with your credit card company, and you do not win the charge back argument, you agree to pay us $35 for our time responding to the matter. You, the buyer authorize us to charge this amount to your credit card. If this charge is rejected, SmarterTube will pursue legal action to recoup losses for our time associated with responding to the charge back in addition to any other fees explained above. You agree to reimburse us or any representative we may appoint for any legal expenses your actions may make us incur. We take fraud seriously. If any provision of this Agreement is deemed illegal, invalid, or unenforceable, the remaining provisions shall remain in full force and effect. The waiver of a breach hereunder does not waive any other or subsequent breach.
In the event that you win the charge back with your credit card company, and have not returned our goods, SmarterTube will attempt to recover fraudulently disputed charges plus additional costs via a third-party collection agency and your account will be reported to all credit bureaus as a delinquent collection account. This may severely damage your credit rating for at least the next seven (7) years. At this point, we will no longer accept a return of the merchandise as settlement for the debt and will only accept payment in full. In addition to this, SmarterTube will file a report with your local police or sheriffs department, and file a mail fraud complaint with the United States Postal Inspection Service.
Note: The customer must attempt to return any and all merchandise to SmarterTube before attempting a chargeback. NO EXCEPTIONS!
Stolen Credit Card Purchases
We log IP strings on all orders - any orders coming back as a chargeback due to fraudulent activities will be diligently pursued through your local jurisdiction for prosecution to the fullest extent of the law.
The tracking number for my order stopped updating, what happened?
If you're buying from outside of the U.S. (particularly in Canada), your country's customs department may decide to hold your items at the border temporarily, often without explanation! Note: Canada's customs department takes a particularly long time to resolve these holds. This is relatively rare, but if your order is held up in customs, we suggest calling your country's customs department directly and ask that they release your items immediately.
Note: if for some reason your order is never released by customs, we'll send you a replacement!
How do we contact you with press inquiries?
Send us an email via this form and we'll get back to you as soon as we can.