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Frequently Ask Questions
General Information
How can I receive discounts and promotions?
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Please subscribe to our Weekly Newsletter, so we may email you with great deals each week! Or you can visit our website regularly for exciting deals on new products!
Is the information I submit completely secure?
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Your privacy is carefully protected when you order on our website. Your credit card and personal information will be protected using the most secure encryption technology - Secure Socket Layer (SSL).
Do you accept wholesale orders?
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Yes, we accept wholesale orders. Please contact our wholesale department at wholesale@smacktom.com.
Does SmackTom have a physical store? Can I pick up the order in person?
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We do not have a physical store; only online shopping is offered. Orders cannot be picked up in person; all orders are transacted online and shipped by mail.
Shipping Information
Do you deliver goods to my country?
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We deliver orders to US, Canada, Australia, Austria, Belgium, Denmark, Finland, France (metropolitan), Germany, Greece, Ireland, Italy, Japan, Luxembourg, Netherlands, New Zealand, Norway, Portugal, Spain, Sweden, Switzerland, and United Kingdom.
Where is my order shipped from?
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All orders are shipping from Miami, Florida.
Do you ship to APO/FPO Military addresses and how should I enter the shipping address?
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No, at this time, we do not ship to APO/FPO military addresses. .
I didn't receive my package, what do I do now?
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Please note that normal transit time for US orders with standard shipping is 3 to 5 business days. For International orders, it usually takes 7 to 14 business days (could be longer depending on location and custom regulation). Please contact our Customer Service team if your order does not arrive in the expected timeframe.
Is the shipping fee charged based on order or item?
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Shipping fee is charged based on the shipping options, the total size and weight of your item(s) and your delivery destination.
What is the additional charge for special request like Signature requirement, Reroute and Saturday delivery?
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We are unable to fulfill those requests at this time. We count our Business Day as Monday to Friday. Saturdays and Sundays are not counted as business/working days, no holidays.
What are different shipping options? And which are they?
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Currently we offer USPS Standard, First Class, Express, Priority Shipping and USPS International shipping service. For more information on shipping service and rates. Please visit our shipping policy
Can I use my UPS account when paying for the express shipping fee?
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Sorry, we do not accept payment through UPS accounts
Can Orders be shipped via FEdEx or other shipping methods not offered at checkout?
When will I receive my package if I place an order today?
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For US orders with standard shipping, normal shipping time is 5 to 10 business days. For International orders, it usually takes 7 to 14 business days (could be longer depending on location and custom regulation).
Checkout:
I cannot add more than one item into shopping cart.
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Please wait a few minutes and refresh the page. If the problem persists, you could try the following step: Turn on the "All Cookies" function in your computer. For example, if you are using Internet Explorer, go to Tools/ Internet Options/ Privacy, and set the slider to Medium High. The shopping cart will then record all the items that you have ordered.
How many coupon codes can I use at the checkout?
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Only 1 coupon code can be used per order and coupons are not stackable.
Payment Information:
Can I mail in payments?
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No, we do not accept mailed in payment
Do you charge sales tax?
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Yes, for all orders with shipping address in Florida, sales tax is applied to the order.
What can I do if my credit card is declined?
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Please check to make sure the billing address you put in the checkout matches with the credit card used.
What is a Card Verification Number and where do I find it?
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The Card Verification Number is the last 3 digits located on the back of your credit card.
What type of payment does SmackTom accept?
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We accept PayPal, Credit Cards (Visa, MasterCard, American Express).
I placed one order only but there are two transactions on PayPal, why is that?
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There will be two transaction IDs for each PayPal payment. One transaction is for authorization only, and the other one is for the actual payment. They should be linked to the same transaction and there should be only one payment for these two transaction IDs.
Order Status
I checked the status of my order and it is on hold. Why is my order on hold?
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Orders are placed on hold when the billing address of the credit card is either not provided or does not match the billing address of the credit card used. Please Note: We verify the billing address to prevent credit card fraud. If you order is on hold, please contact us at support@smacktom.com.
If a product is out of stock and I want that what should I do?
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If you want an out of stock product please contact us at support@smacktom.com and we will get back to you
I want to cancel my order, what should I do?
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Please contact us at support@smacktom.com for cancellation request. Terribly sorry, but we can only cancel orders that have not been shipped, and we do not guarantee the cancellation request could be fulfilled as the order could have entered the shipping process before we are able to cancel.
I want to change my order information or make some changes to the items I ordered. What should I do?
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Please contact our support@smacktom.com for further assistance.
When should I expect my order to arrive?
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For US orders with standard shipping, it usually takes 3 to 5 business days. For International orders, it usually takes 7 to 14 business days.
Return Policy
How do I make a return for exchange or refund?
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No sweat, we offer a 30-day return period. Please visit our Return Page and fill the Order Information.
I found one item missing from my order. What should I do?
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Woah there! That’s not good. Please contact support@smacktom.com for further assistance.
My order was cancelled while my credit card had an authorization hold. When will I get a refund?
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The period for authorization hold varies with different credit card company. It usually is removed on the credit card within 3 business days. Please check with your credit card company directly for details. .
What if I receive a defective or damaged product? Or what if I am just not satisfied with my purchase?
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So sorry! If it was our fault, that’s unacceptable. Please see the Return Policy page on our website for details, or contact our support@smacktom.com for further assistance.
How long does it take to process my return/exchange/refund?
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Please note that the return package usually takes 5-10 business days to reach us. After we receive your return, it takes 2-3 business days to process it.
Promotion
How often does SmackTom.com have promotion codes?
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Each week we’ll get you the best of the best. Please subscribe to our Weekly Newsletter, and we’ll get those right over to you.
Where do I input special promotion codes?
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You can add coupon code at the Shopping cart page, just below product details, there is a button that says, Redeem Coupon, just click on that, which will create a dropdown with text box to add your coupon. Remember that the coupon is case sensitive so add coupon exactly in form if which you have received it. For further questions feel free to contact us.
Do you accept personal checks or money orders?
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We do not accept personal checks or money orders. For the safety of both us and our customers, all transactions are processed through our Web site with a major credit card or through PayPal.
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