FAQ

 

What is the status of my order?

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Can I change my order?

We can only change orders that have not been processed for shipping yet. Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order. To make changes to your order, please reach out to support through our contact page.

How can I track my package?

Once you have placed your order, we will send you a confirmation email to track the status of your order. Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it). Additionally, you can track the status of your order from your "order history" section on your account page on the website.

  What if I'm not home?

 If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose. You may also have to go to your local post office to collect your package in case it cannot be delivered to you.

  Where do you ship?

 We currently ship in the Australia, United-States, Canada, France, the UK and Germany. For shipping outside of these countries, please reach out to support through our contact page.

  How long does it take to ship my order?

 Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery. Standard shipping time for the countries covered by our delivery partners are presented below. You can find them when choosing for a delivery method before confirming your order:

  - Australia: 1-2 days

 - United-States: 2 -3 days

 - Canada: 2 - 3 days

 - France: 2-3 days

 - UK: 2-3 days

 - Germany: 2-3 days

 Payment

 What payment methods do you accept?

 You can purchase on our website using a debit or credit card. We additionally offer support for Paypal, Apple Pay, and Google Pay. You can chose these payment methods at checkout.

 Returns

 Do you accept returns?

 We do accept returns in respect to the following conditions:

 ·          The item must have been sold on our online store

 ·         The item shouldn't have been used in any way

 ·         The return or exchange request is made within 14 days of delivery

 ·         The return is made within 14 days of the return or exchange request

 

  To ask for a return, please reach out to support through our contact page.

  Can I exchange an item?

 We do accept exchanges and they follow the same conditions as returns. In order to ask for an exchange, please mention that you would like your item to be exchanged with another item when preparing your return with our support.

 

 How long does it take to process a return?

 Returns are confirmed within 14 days of receiving the package at our warehouse. Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.

 All other queries, please contact us at support@smartypantskidz.com.au