FREQUENTLY ASKED QUESTIONS
IMPORTANT INFORMATION (COVID – 19)
Our delivery times are delayed due to the current special situation. Your order may take up to 30 business days to arrive at your door. We provide you with the tracking number and you can contact our customer service at any time.
Thank you for your understanding and your support!
We are available at: email@example.com at any time for any question.
WHERE ARE YOU PRODUCTS MADE?
Our products mainly are made in China and some from other countries too. We have warehouse in Global.
Due to the special situation (COVID-19), the transports may be delayed. If this is the case, don't worry. We assure you that you will get your order. We will make sure it is a quick as possible and we thank you for your patience!
- Local orders take 3-5 business days to be delivered to you.
- International orders take 15-25 business days to be delivered and we ship within same 3 business days.
- Shipping time might vary depending on location, shipment method and other factors.
- The Shipping is either FREE in most cases or inexpensive. It might change in the following times due to the situation.
Our main supplier is in China, because we want to offer you the best price ratio. We know that the products are high-quality and at the best price for you!
We are aware of the transportation mode and use the least polluting (environment-firendly delivery).
Do not hesitate to contact us per mail at: firstname.lastname@example.org
ARE THERE ANY EXCHANGE RATES?
All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.
HOW SECURE IS MY ONLINE ORDER?
When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.
HOW DO I CHANGE OR CANCEL MY ORDER?
We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.
Any cancellation made after an order has been placed, will be subject to a cancellation fee of $1 regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.
Please note that any orders that have already been packed or shipped cannot be cancelled.
HOW DO I SET MY SHIPPING ADDRESS?
Since our website and service are based on English or Chinese, all the information that you typed in is required to be English or Chinese input method, including punctuations. If certain letters of your address contain Non-English or Chinese letters, you are advised to use the similar English or Chinese ones instead. For example, you may change letter "?" to "c".
CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING AN ORDER?
Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vocational address as we do not know how long the destination's customs department will have the package on hold.
WHEN WILL MY ORDER ARRIVE?
The delivery time is based on the shipping option that you have chosen. Once the order has shipped, we will email your tracking information on the next day as tracking information generally becomes available 24 hours after we have shipped the order. We are not responsible for delays caused by the customs department in your country.
HOW DO I TRACK MY ORDER?
We will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number one day after we have shipped your order.
CAN I USE SEVERAL DISCOUNT CODES IN ONE ORDER?
Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.
WHAT DO I DO IF I HAVE MISSING ITEMS IN MY ORDER?
If something is still missing, please contact us immediately at: email@example.com
WHEN WILL MY ORDER BE PROCESSED?
All orders are handled and shipped out from our warehouse in China. Please allow extra time for your order to be processed during holidays and sale seasons.
We processes orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.
WILL I BE CHARGED WITH CUSTOMS AND TAXES?
The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
HOW DO I RETURN AN ITEM?
Your 100% satisfaction is our first priority for us. If a product damaged or was faulty upon a delivery and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.
WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?
Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
HOW LONG IS THE RETURNS PROCESS?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
WHEN WILL I RECEIVE MY REFUND?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.
We have some products in our store that might harm you if they are not used properly.
We take every precaution to avoid an accident with serious securtiy mesures with our suppliers, to deliver you a product of quality and with a security if needed.
We decline all responsibility in the event of an accident related to our products.
We have hundreds of customers, and have never had a problem. If you need help to use a product, we suggest you see the instructions on the sales page of the product, or you can send us an email at : firstname.lastname@example.org and we will help you!
We wish you to enjoy cooking with your lovely family and friends! To make a lot of fun with our amazing products!
The Smart Kitchen K&C Team