FAQ & Shipping

Smoky Mountain Online Shop ("we" and "us") is the operator of
(https://smokymountainshop.com/) ("Website"). By placing an order through this
Website you will be agreeing to the terms below. These are provided to ensure
both parties are aware of and agree upon this arrangement to mutually protect
and set expectations on our service.

1. General
Subject to stock availability. We try to maintain accurate stock counts on our
website but from time-to-time there may be a stock discrepancy and we will not
be able to fulfill all your items at time of purchase. In this instance, we will
fulfill the available products to you, and contact you about whether you would
prefer to await restocking of the backordered item or if you would prefer for us
to process a refund.

2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions and
destination of the items in the order. Payment for shipping will be collected
with the purchase. This price will be the final price for shipping cost to the customer.

3. Returns
Unfortunately, we are unable to accept returns of any items. All of our items are made-to-order, so all sales are final and we are unable to accept returned merchandise. If any items are returned to any of our warehouses, those items will be donated and no refund will be processed. We recommend you keep any items you receive, even if the item is damaged. We will replace damaged items at no cost to you and we will require a photo of the damaged items to process the replacement order. Please do not spend money on return shipping - we don't require returns to send a replacement!

If your item is damaged or has any issues, such as the print not being straight, stain or misprint, we will make it right. However, We do require you to first send us a picture showing the misprint/damage and if it is indeed our problem, we will replace your item. If approved we will ask you to send the product back to us and when received we will send you a new product at no cost. If there are any exceptions made, there may be a restocking fee associated with the item.

4. Delivery Terms
4.1 Transit Time Domestically
Pre-COVID, domestic shipments are in transit for 7 - 14 days. This delivery time period begins once the product(s) have left our warehouse which is generally within 5 business days from date of purchase.

CURRENTLY: Some shipments are in transit longer than expected due to delays with UPS and the USPS with the COVID-19 pandemic. Some orders are taking 30+ days in transit due to UPS and USPS delivery times. You will receive a tracking number from our store as soon as the item is shipped. Once it is shipped, UPS/USPS has control of the delivery of the item and you should expect delays. 

4.2 Transit time + Internationally
Generally, orders shipped internationally are in transit for 20 - 45 days. This
varies greatly depending on the courier you have selected. We are able to offer
a more specific estimate when you are choosing your courier at checkout. 

Some shipments are in transit longer than expected due to delays with UPS and the USPS with the COVID-19 pandemic. Some orders are taking 30+ days in transit due to UPS and USPS delivery times. You will receive a tracking number from our store as soon as the item is shipped. Once it is shipped, UPS/USPS has control of the delivery of the item and you should expect delays. 

4.3 Dispatch Time
Orders are usually dispatched within 5 business days of payment of order. Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4.4 Change Of Delivery Address
For change of delivery address requests, please notify us immediately. Once the order has entered the fulfillment process, we are unable to change the delivery address.

4.5 P.O. Box Shipping
Smoky Mountain Online Shop will ship to P.O. box addresses using postal services
only. We are unable to offer couriers services to these locations.

4.6 Military Address Shipping
We are able to ship to military addresses using USPS. We are unable to offer
this service using courier services.

4.7 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before
dispatching your order. Existing items in the order will be reserved while we
await this item.

4.8 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we
can conduct an investigation.

5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be
able to follow the progress of their shipment based on the latest updates made
available by the shipping provider.

6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the
parcel from the courier and get in touch with our customer service. If the
parcel has been delivered without you being present, please contact customer
service with next steps.

7. Duties & Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the
website

7.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid
upon arrival in destination country. This varies by country, and Smoky Mountain
Online Shop encourage you to be aware of these potential costs before placing an
order with us. If you refuse to to pay duties and taxes upon arrival at your destination country, the goods will be returned to Smoky Mountain Online Shop at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping
will not be refunded.

8. Cancellations
Because of our made-to-order production process, we do not offer refunds. However, if we've made a mistake, we will make it right or refund your order depending on the issue. If there are any exceptions made, there may be a restocking fee associated with the item. If you change your mind before your order has entered fulfillment, please notify us and we will do our best to make it right. 

9. Insurance
Parcels are insured for loss and damage up to the value as stated by the
courier.

9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed
their investigation into the claim.

9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an
investigation and deemed the parcel lost.

10. Customer service
For all customer service enquiries, please email us at [email protected]

 

***We don't cover customs fees (they may apply in Europe/UK with every order value of $25 and up) you can look here form more information http://bit.ly/CustomsFee