FAQ

Q: How long does shipping usually take?

Most orders arrive within 15 business days of the shipping date, however, it can take up to 25 business days for orders to arrive.

Q: Can I track my order?

At this time we do not have a system in place to track orders. We are working to have this for future orders, your understanding is appreciated.

Q: What is your 30 day money back guarantee?

Our 30 day money back guarantee protects you for an entire 30 days from the day you receive your items! This means you can return them for a refund or replacement. This also applies if the product breaks so just get in touch and we will sort something out for you!

Q: What is your refund policy?

If we have shipped you the wrong item or an item hasn’t arrived within 35 business days from the day it shipped then we will refund or replace your order upon request. For a refund or replacement request to be accepted, in regards to an incorrect item that has been delivered or an item that has not arrived, you will need to raise the issue to us within 180 days from the day your order was shipped.

Q: I entered the wrong address, how can I get this fixed?

Contact us ASAP so we can correct this before your order ships out. Please include [WRONG ADDRESS] in the subject line so we notice your high priority issue. Additionally please scroll down for how to contact us on demand.

Q: I don’t want my order, how do I cancel it?

Just like if you were to enter the wrong address for your order please contact us so we can cancel your order for you. Please make the subject of the email “CANCEL” so that we can spot the enquiry and prioritize it. Additionally please scroll down for how to contact us on demand.

Q: I want to change something in my order, how can I do this?

Just contact us ASAP so we can change your order for you. Please make the subject of the email [CHANGE] so that we can spot the enquiry and prioritize it. Additionally please scroll down for how to contact us on demand.

Q: My order status is completed but I don’t have my order?

This simply means that the order has been processed and shipped, essentially the order has been “completed” from our end and is now on its way to you!

Q: How does Smileum process payments?

Our pricing is based on the USD, U.S. Dollar. All payments and private financial details such as credit card numbers are dealt directly by our payment processors to ensure the highest possible privacy.