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SHIPPING
At SMAwards we understand how important it is that your packages arrive promptly:
At this time all orders placed online are shipped UPS Ground Service. Our system computes shipping charges whenever you place an item in your shopping basket. If you require an item to be shipped via air please specify that in the “special instructions” box at the checkout page. You will be contacted with the additional cost prior to submitting your order to production. Please note – while we will make every effort to get your packages to you by your desired date, SMAwards cannot guarantee the timely arrival of your package. To reduce the possibility of the late arrival of a shipment, shop early!
Below, you will find answers to common questions about our shipping policies.
What if I want to ship to a P.O. Box?
For shipment tracking and insurance reasons we do not ship to P.O. Boxes.
How long does my package take to arrive at its destination?
SMAwards makes every effort to produce your order within the production time specified in the product detail screen. All orders are shipped FOB Orange CA, USA. Orders are shipped Monday through Friday, excluding legal holidays.
What if I live in Alaska, Hawaii, Puerto Rico, other US Territories?
We offer shipping for packages being delivered to Alaska, Hawaii, Puerto Rico. However, delivery times may vary significantly from indicated times. Prices vary depending on location, weight and value of the shipment. Please note that additional shipping charges may be charged to your account and you will be notified prior to producing your order for authorization.
Can I ship parts of my order to different addresses?
No. You can specify one "ship to" address per order. If you need to send items to multiple addresses, please order separately for each address.
What should I do if my package arrives damaged?
First do not throw away any of the packaging until after your claim is resolved. Contact customer service at 800-600-1440 to notify us of the problem. We will work on our end to reproduce the damaged items while the freight company is processing the claim.
RETURNS
Customer satisfaction guarantee
We believe our customers should be 100% satisfied with the product they order. If you are not satisfied with your order, please contact our customer service department at (714) 974-2144 between 8:00am-5:00pm (PST). Please be sure to notify us no later than 10 working days after receipt of the order. If you over order or accidentally order the wrong stock imprinted item that meets stringent quality standard, there will be 25% re-stocking fee added to your account.
What is covered under the limited warranty?
All products we sell carry a 90-day limited warranty that covers the following areas:
The quality fabrication of any product you receive.
The longevity of the imprinting, engraving, lasering, etching, printing or any decoration made on the product.
The correct personalization or imprinting of your item provided the order is legible and clear.
It is the customers responsibility to accurately proof the artwork approval form that is sent to them prior to production. This does not apply to name badges or stock imprinted products.
All changes made must be made in writing and made prior to production.
What is not covered under the limited warranty?
Typographical errors on the products that were approved by the client prior to production. Or errors that are not reported within the 10 days of receipt of the product.
Damage, scratches, or blemishes from improper care, storage or use of a product.
Items that are damaged while in contact with excessive amount of heat or direct sunlight.
What if my name badge is spelled wrong? Badges received with spelling errors need to be returned. Send along with a copy of the original order to SM Awarsds, 1663 N. Glassel St., Orange, CA 92867. We will check our records and quickly remake it, if we were in error.
What about other personalized items?
Please contact our customer service department for return instructions.
Will I receive an artwork proof prior to production?
Yes. All products that require graphics will have an artwork proof. We will fax a black and white proof in 3-4 working days at no charge. Our production schedule to manufacture an order begins after the approval of a proof. It is the customers responsibility to accurately proof the artwork approval form that is sent to them prior to production. This does not apply to name badges or stock imprinted products.
What about cancellation?
If you should cancel after the artwork is approved, you will be billed for all charges incurred through the date of cancellation. |
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