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.
• Get a MyUS Address – reasonable rates. online rate calculator. personal shopping service.
• USA Box
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.
Q: What payment methods do you accept?
A: Visa, Mastercard, Discover, American Express
Q: Will my information be shared with or sold to anyone?
A: Absolutely not. At Smith Distributors, we respect your privacy and will not share your information with anyone. We will never call you unless you want us to call you to resolve any issue.
Q: How Long before I receive my order?
A: Smith Distributors processes orders within 24-48 hours of receipt. All orders are shipped via UPS (estimated time for delivery is 7-10 days) Also USPS that takes anywhere from 4 to 10 business days depending on what state you live in our other options. Use the Standard Shipping Method.
Q: I received an item that is damaged. Should I return it and place a claim with UPS or return it to Smith Distributors?
A: Please return your item to SMITH DISTRIBUTORS. in the original **undamaged** box along with a copy of your original receipt. SMITH DISTRIBUTORS. does not accept C.O.D. Return your product in an economical manner. SMITH DISTRIBUTORS.s will not reimburse overnight returns.
Q: How long does it take to get my order and what are my shipping options?
A: Your order is shipped ground UPS and will take about eight days to receive. We feel that UPS has superior service with reasonable pricing. UPS also allows us to track your shipment.
Q: I was charged for my order, but haven’t received my merchandise?
A: Please allow up to 14 business days to receive your order. If after that time frame you haven’t received your order, please contact us at Customer Service include your order number when sending any correspondence, this will help us serve you better.
Q: How will I know if my order was received?
A: You will receive a confirmation email, it will include your order number and other information pertaining to your order.
Q: How are products shipped?
A: Products are shipped via UPS ground, FedEx, or USPS (depending on the weight and the product line). Most orders ship the same day. Orders are usually received within 5-7 days from the day you place your order.
Q: How do I know how much to charge my orders for shipping?
A: We show you the shipping charge for each item on the item details page or you can add it to your cart to calculate it. You may need the recipient’s zip code.
Q: Do you provide online tracking numbers?
A: Yes, all of your orders can be tracked online from our website and we email you the tracking number as soon as your order ships.
#1 SMITH DISTRIBUTORS offers Fixed Shipping or calculated at checkout rates with (including insurance) to the Continental United States via UPS. Ground Service, FedEx, USPS.
#2 INTERNATIONAL ORDERS – Please read carefully before you order
#3 Most orders are shipped out within 24 Hours.
#4 Once your order is shipped out, we will email you the Tracking Information.
Shipping to the Continental United States –
We ship to the United States, including Alaska, Hawaii, Puerto Rico, Guam, Virgin Islands, and Military APO/FPO addresses for most product lines, but not all.
Important UPS Shipping Information –
Orders weighing less than 10 pounds ship UPS SurePost and are delivered by the United States Postal Service. UPS SurePost shipments include Saturday delivery service. Please allow an additional day for Post Office tendering.
UPS requires a physical address and does not deliver to PO Box addresses. A signature may be required for delivery.
*We reserve the right to substitute shipping methods.
UPS does NOT include the pickup day, weekend days, or Holidays in calculating the time in transit. Delivery times are estimated only and not guaranteed. Holiday seasons may require additional time.
Please note that delivery in the Eastern States may take up to 7 business days to be received. If you haven’t received your order within 7 days, please contact us; be sure to include your order number for prompt service.
UPS Delivery Tracking –
It may take up to two business days to receive your tracking number. You will receive an automated shipping confirmation via email promptly after your tracking number becomes available. Please note that your tracking number will be valid, however, your package may take a few additional days to appear in the UPS system
Is insurance included?
Yes, insurance is generally included in the cost of our shipping rates, electronics items that are shipped via UPS Mail Innovations or FedEx SmartPost.
Shipping costs vary by product line. Orders ship via UPS, FedEx, or USPS. Some product lines use actual carrier rates and some have flat rate shipping ($7.95 is Flat Rate for UPS, $5.95 is USPS Priority Mail, FedEx is carrier rates).
Flat rate shipping based on the weight of your order. Options include UPS Mail Innovations (up to 1 lbs), FedEx SmartPost (up to 9 lbs), FedEx Standard (FedEx Home or Ground, up to 50 lbs).
You have to additional shipping cost on each item according to weight’s cost to carry.
The item details page and inventory feeds will display the lowest cost option, but you can view all shipping prices and options by adding the item to the shopping cart.
If you’re not sure how to figure the shipping cost of an item, just add it to your shopping cart. The shopping cart will automatically calculate the correct shipping for you. Then you can remove it.
We show you the shipping charge for each item on the item details page or you can add it to your cart to calculate it. You may need the recipient’s zip code.
No shipping to Canada. FedEx SmartPost and UPS Mail Innovations are not insured. Electronics items shipped via FedEx Standard and FedEx Express are insured up to $100.00.
How long does shipping take?
• UPS Ground please allow 7-10 days
• USPS please allow 7-10 days
• FEDEX please allow 7-14 business days
Most orders ship within 1-2 business days. The above times are estimates from the day you place your order.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
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
• Get a MyUS Address – reasonable rates. online rate calculator.
personal shopping service.
• USA Box
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.
#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, please email us at [email protected] Include the reason for the return and the order number. We'll notify you via e-mail of your refund once we've received and processed the returned item.