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International Orders

International Orders

Returns Policy:

#1 You have 30 days to return an item from the date you ordered it.

#2 To be eligible for a return, your item must be unused and in the same condition that you received it.

#3 Your item must be in the original packaging.

#4 Contact us prior to sending back your item so that we can issue you a RMA (Return Merchandise Authorization)

Refunds:

#1 Once we receive your item, we will inspect it and notify you that we have received your returned item.

#2 We will immediately notify you of the status of your refund after inspecting the item.

#3 If your return is approved, we will initiate a refund to your credit card (or original method of payment)

#4 All Returns are subject to a 20% Restocking Fee.

You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.)

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases, you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (
5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

Return Shipping:
You will be responsible for paying for your own shipping costs for returning your item. We recommend a carrier such as USPS Priority, FedEx, or UPS as it can be traced. Shipping costs are non­-refundable.

If you need to return an item, simply log in to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

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Shipping Policy:

International Orders -

Although SMITH DISTRIBUTORS does not ship International orders directly to customers, we would like to propose an alternative for our International customers.  You can still place an order with SMITH DISTRIBUTORS by signing up with a third party mail forwarding service*.  This gives you a domestic address, in the United States, that SMITH DISTRIBUTORS will ship to at our same low (or free) domestic shipping rates.  The mail forwarding service takes care of getting your mail to you in your country.  This is a simpler and more cost-effective way of servicing our International customers.  Please see below for how this works and how to get started.
 
Step 1 - Register with a mail forwarder to obtain a domestic address in the United States
 

Step 2 - Place your order. Enter your new shipping address and leave the billing address as the same

Please make a note in the Comments field that this is an international order.  You may enter your international address there.

Our system will not accept an International address as either the billing or shipping address.  You must use your domestic address.

Frequently Asked Questions:

Q: Why doesn't SMITH DISTRIBUTORS ship directly outside of the United States?
A: International shipping is expensive, not very reliable and can be complicated. Our clients were having difficulty with getting packages in a timely and cost-efficient manner and we were spending too much of our resources handling international shipping issues (lost packages, slow delivery times, delays in approval of the shipping charges, failed credit cards, answering questions concerning cost, etc.).

To better serve our overall client base, we decided to leave the international shipping to the international shipping experts. It was either that or raise our international surcharge dramatically. Since mail forwarders are experts at international delivery, they can do it much more efficiently than we can.Because they ship so much internationally, they get bulk rates and can be more competitive than we can. Many of our international customers already know that and are using mail forwarding services. Once you have signed up with a mail forwarding company, this makes it simpler for you the international customer (you know exactly what to expect from your mail forwarding company). This also makes it simpler for us since we now can deal with all of our customers both domestic and international in exactly the same way. This allows us to keep our operation running smoothly and our prices low.

Q: Is it expensive? Complicated?
A:
We believe this is better than having items shipped directly from SMITH DISTRIBUTORS. First, the mail forwarding services are experts in international shipping. They can help negotiate the various customs regulations, help you find the best shipping method (right combination of price and speed) and since they buy international shipping in bulk from the carriers, they get discounts that SMITH DISTRIBUTORS cannot get. Their services are priced reasonably, some charging a monthly fee and an upfront cost- some not charging any monthly fees. Some offer different levels of service, which allow you to choose the type of shipping you want.

Once you have signed up, the service is simple to use.  You simply order online, as you normally would; only you enter your new United States address as the ship to address. Then, you work with your mail forwarding company to have the package shipped to you.

Q: How much will it cost to ship my package to me?
A:
Our Domestic Shipping rates apply for the shipping to your mail forwarding service. SMITH DISTRIBUTORS will charge this amount to your credit card at the time we ship. We cannot answer how much it will cost to get your package from the mail forwarding service to you. The cost will depend on the weight of your package. We also cannot tell you how much your package will weigh.  Please do not ask for a shipping quote or estimate. Here are some guidelines.

Our average package weighs somewhere between 2-4 pounds (1-2 kg).  Most of our individual items weigh far less than a pound.

Access USA offers a rate calculator on their website.  Shop the States has a rates page on the FAQs page.  You can play around with these to get an estimate of how much your package will cost to have it shipped to you.  Each mail forwarder offers different rate structures with some charging upfront and/or monthly fees and some charging a per package fee. 

Q: What do I do if I want to order with you?
A: The first step is to sign up with a mail forwarding service. A mail forwarding service gives you an address in the United States that you can use to have packages mailed to you. The mail forwarding service receives your packages and mails them to you, in your country, for a fee. This greatly simplifies Internet shopping for international customers on all Internet purchases.  Once you have this in place, you can shop with ease from any United States-based Internet store. See the next question for some links to mail forwarding services (these are NOT an endorsement of these particular services).

Important second step:  After signing up with a mail forwarding service, a key step will be to notify your credit card company of your new address in the United States (as an alternate address). This will allow the merchant (us, in this case, to get an "address match" on your address). This is very important in terms of security. Your order may be denied by merchants if the address you give is not listed as an alternate address with your credit card company.

Q: Who are some of the mail forwarding services?
A: Your choice of mail forwarding services is entirely up to you.  Here are some that we are aware of.  Please keep in mind this is not an endorsement of any particular service.  You should do your own research.

These vendors have different fees and offer different services. Please visit their websites and read carefully. Access USA offers a "Personal Shopper" service which will pay for your merchandise for you. This can be very useful if you are having problems getting an alternate address on your credit card, want to use a check or if your credit card does not support address verification (many international cards do not). Some have monthly fees and set up fees (but charge less per package) and some have lower fees but charge more per package.

Q: I have signed up with a mail forwarding service. Can I begin my orders?
A: You can begin ordering.  But, please do not forget the important second step. Make sure to contact your credit card company and add your  US mailing address as your alternate shipping address. Or, you can use the personal shopper service option that Access USA offers. USA Box also offers a shopping service. They will place and pay your orders for you.

To order, shop as you normally would. When you check out, enter your new United States street address as the "Ship to" address. Do not enter your International address as the billing address as our system will not accept international addresses.

Q: Do your shipping rates includes taxes, tariffs, duties, etc.?
A:
No. SMITH DISTRIBUTORS rates have never included any fees that might be imposed by your local government.  Our fees include the cost of shipping only.  If you have any questions concerning import duties, taxes, etc., your mail forwarding service should be able to help you.

 

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