The Smooth Generation
These are the Frequently Asked Questions:
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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, you can refuse the package once an attempted delivery is made. Otherwise, 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. 1-7 business days during holidays. 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?
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We are currently shipping to the following countries:
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UNITED STATES - NATIONWIDE
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Canada - Canada orders can be placed directly with our distributor to avoid international shipping and customs fees. Click Here →
- ALL INTERNATIONAL COUNTRIES, EXCEPT FOR THE FOLLOWING.
Due to restrictions on herbal products and/or Dietary Supplements, we are unable to ship to the following countries:
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.
Q. My order has been flagged for fraud check, what does this mean?
Due to the high volumes of fraudulent charges we've encountered in the past, our utmost priority is to ensure the safety and security of both our valued customers and our company. To achieve this, we have implemented robust measures to protect against potentially fraudulent orders.
We rely on a trusted system to thoroughly review and assess every order that enters our system. When an order is flagged, it indicates that certain aspects of the order information have raised suspicion or that the customer's profile exhibits similarities to past fraudulent orders we've encountered.
In most cases, the system may flag an order if it detects disparities between the billing and shipping addresses, or if the name associated with the order differs from the billing information linked to the credit card used for the purchase.
We genuinely appreciate your understanding in our cautious approach to verify these order details. By doing so, we aim to prevent any potential issues, ensuring a secure and pleasant shopping experience for all our customers. Our commitment to your safety and the integrity of our services remains unwavering.
Should you have any questions or concerns about this process or require further clarification, please do not hesitate to reach out. We are here to assist you and provide you with the highest level of service and protection.
The top 5 reasons why an order may get flagged as potentially fraudulent are:
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Unusual Purchase Behavior: Orders that deviate significantly from a customer's typical purchasing patterns, such as ordering high-value items when they usually buy lower-value items, can trigger suspicion.
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Billing and Shipping Mismatch: When there are discrepancies between the billing address provided and the shipping address or when the provided information does not match the cardholder's details, it can raise concerns.
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Multiple Failed Payment Attempts: Several unsuccessful payment attempts using different cards or information during checkout may indicate potentially fraudulent activity.
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High-Value Orders: Orders with a notably high total value can be flagged as they present a higher risk if fraudulent.
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Geographical Anomalies: Orders originating from unusual or unexpected geographic locations, especially if they conflict with the customer's historical location data, can raise suspicions of fraud.
You can contact us with questions at support@thesmoothgeneration.com
