Shipping and Returns

Order Confirmation & Product ′s availability

Shipping and Returns

 1. As soon as you place your order you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our wholesale suppliers to confirm that the item is in stock and available for immediate shipment. If your item is on backorder or unavailable we will void the pre-authorization and reach out to you via e-mail.  If your item(s) are available for immediate shipment (within 5 business days) we will process the charges and submit the order for shipment.

2. If you are interested in a bespoke-custom made products such as: Massage Chairs, or Handmade Cement Tiles Cretalia, we follow the same policy. In that case, we must pass through together a series of stages. It's the charming process of the manufacturing cycle from order-to production to shipping time-to receipt, which is about 30 working days.

Order Shipment

If your order is in stock and we process the charges to your credit card it will ship within five business days from the date of your order.  We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provide when checking out.  If you do not receive tracking information from us within six business days of your order feel free to follow up with us at shb@smarthousebrand.com

Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.  If your item(s) do arrive damaged please send photos to shb@smarthousebrand.com and we will process an insurance claim on your behalf.

Returns

We value your business, and in case you are not satisfied with your purchase e-mail us.

About our return policy, please read the following carefully.

  •  The return authorization number is required with orders placed directly with Smart House Brand. Orders returned without a return authorization number will NOT be processed.
  • We do not refund shipping and handling charges, and the customer is responsible for all return shipping charges. You will be responsible for the return shipping cost. To protect yourself, use a delivery service that has a tracking # and insurance.
  • In an effort to keep our prices as low as possible, a restocking fee of 15% of the purchase will be deducted from your purchase price for returned items. A  Product is not refundable after 30 days of receiving your order.
  • Used equipment cannot be returned. The returned product must be in new and unused condition, in the original box with all the documentation, parts and accessories to ensure full credit.
  • Our medical sanitation policy dictates that hygiene products cannot be returned as they are single use only.
  • All refunds granted are for the purchase price of the product less any promotional discounts and will only be issued directly to the payee.
  • Free shipping products like massage chairs-in case of a return, are also subject of the 15% restocking fee
  • Please allow 10-14 days once we have received your return to process. Refunds will only be issued to the original credit card that you use when placing your order.
  • You will receive an email message when your return and refund is processed.

We are humans behind the scenes, and we are here to discuss anything.