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FAQ's

The Smooth Generation

Shipping Policy - Click here for Shipping Policy

Q. How do I change or cancel my order?

If your order has not shipped, you must contact us via email at support@thesmoothgeneration.com to cancel your order.

If your order has already shipped, we will not be able to cancel. Thereafter, the sale is final. 

Q. How fast does my order ship?

All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped

Q. Can I return or exchange an item?

Unfortunately, we do not accept returns or exchanges on items purchased. We cannot accept returns on food products (herbs and teas included)  that have been shipped to a customer. This would violate all health and safety regulations and for sanitary reasons. Once an item has shipped, it cannot be returned to us.

If your package arrived damaged you must contact us via email at support@thesmoothgeneration.com

Q. My item was stolen, How can I get a refund?

Unfortunately, we are not responsible for lost or stolen items. All of our shipments are sent via UPS, FedEx, and/or USPS with added insurance. If your package was stolen or not received, a claim must be filed with the carrier to report the issue. The carrier will investigate the issue and address it accordingly.

Q. I gave an incorrect address, Can I get a refund?

We are sorry to inform you, If you provided an incorrect address at checkout, a refund will not be granted. Please ensure that your address is correctly entered before placing your order.

However, your order is marked "returned to sender" by the carrier, we will contact you via email to the same email address provided at checkout. If you’re requesting for your order to re-ship, you must purchase a re-ship fee. If you’d rather not have your order re-shipped, we will issue a refund or credit in the full amount of your order minus the shipping cost.

Q. Do you ship internationally?

At the moment,  to CANADA, AUSTRALIA & UNITED KINGDOM only. Additional customs fees & taxes may apply depending on your destination. Shipping rates vary - Shipping charges for your order will be calculated and displayed at checkout. Taxes and duties are NOT calculated at checkout. 

  • Shipping rates vary - Shipping charges for your order will be calculated and displayed at checkout. Taxes and duties are not calculated at checkout. (depends on destination and your country's customs agency).

  • The Smooth Generation is not responsible for any import duties, taxes, or other charges on orders shipped outside of the United States, nor will it cover or reimburse them. Additionally, once a package has left the United States, we are not responsible for any delays or problems caused by customs, natural occurrences, or transfers from USPS, UPS, AND/OR FEDEX to the local carrier in your country.

  •  To determine what these additional costs will be, please contact your country's customs office before submitting your order.

Q. What happens if my order is "returned to sender"? 

Once your order is marked "returned to sender" by the carrier, we will contact you via email to the same email address provided at checkout. If you’re requesting for your order to re-ship, you must purchase a re-ship fee. If you’d rather not have your order re-shipped, we will issue a refund or credit in the full amount of your order minus the shipping cost.

 

 

You can contact us with questions at support@thesmoothgeneration.com