Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
Orders are usually delivered within 3 to 14 days of shipping.
During the checkout process you will be able to set up your account.
- Go to Your Addresses: Sign in to your account and click on “Your Account” in the top right corner. Then, select “Your Addresses” from the dropdown menu.
- Edit the address: Find the address you want to update and click “Edit.” Make any necessary changes and click “Save.”
- Select the updated address during checkout: When placing a new order, choose the updated address from the drop-down menu during checkout.
- Go to “Your Orders.” You can access this page by hovering over “Account & Lists” in the top right corner, then clicking “Your Orders.”
- Find the order you want to track. You can search by order date, order number, or item name.
- Click “Track Package” next to your order. This will show you the current status of your order, including the estimated delivery date and any tracking information.
- Click “See all updates” for detailed tracking information. This will show you the movement of your package as it makes its way to you.
Full card details: No, Smart Home Supplies does not store your full credit card number, expiration date, or CVV code. They use a secure tokenization system that replaces sensitive information with a unique identifier. This helps to protect your information in case of a data breach.
Payment method: Yes, Smart Home Supplies will store your payment method, which includes the type of card (e.g., Visa, Mastercard), the issuing bank, and the last four digits of your card number. This allows them to:
- Pre-populate your card information for future purchases, making checkout faster.
- Offer convenient features like one-click ordering.
- Streamline subscription renewals.
However, you have control over your saved payment methods:
- You can view and edit your saved cards at any time in your Smart Home Supplies account settings.
- You can choose to delete any saved cards you no longer want to use.
- You can set a default payment method for future purchases.
Ultimately, the decision of whether or not to keep your credit card information with Smart Home Supplies is up to you. If you prioritize convenience and ease of checkout, then saving your payment method may be a good option. However, if you are concerned about security, you can always choose to enter your card information each time you make a purchase.
- Sold by Smart Home Supplies directly: In most cases, yes, Smart Home Supplies will collect and remit sales tax on items they sell directly if you ship them to a state with a sales tax.
- Marketplace facilitator in certain states: In states with Marketplace Facilitator laws, Smart Home Supplies is responsible for collecting and remitting sales tax on behalf of third-party sellers, even if the seller is based elsewhere.
Third-party sellers on Smart Home Supplies:
- Independent sellers: Whether you get charged sales tax depends on the seller’s location, their sales tax policies, and your delivery address. Some sellers may collect and remit sales tax, while others may not.
- Marketplace facilitator states: Even with independent sellers, if you’re in a Marketplace Facilitator state, Smart Home Supplies will handle the sales tax collection and remittance.
Additional factors:
- Delivery address: The sales tax rate applied depends on the delivery address, not your billing address. Even if you live in a state with no sales tax, you may be charged tax if you ship to a state that does.
- Tax-exempt status: If you qualify for tax exemption, you may be able to avoid paying sales tax even if it would normally apply.
- Smart Home Supplies ships to over 100 countries and regions worldwide.
- The availability of products and shipping options may vary depending on your country. To see what’s available for your specific location, you can change your delivery address on the Smart Home Supplies website.
Yes they will usually be grouped in one shipment unless:
- They come from different fulfillment centers.
- Some have different shipping speeds.
- They are oversized or have special handling requirements.
If you need to swap an item
Returns and Exchanges
Smart Home Supplies return policy is generally quite forgiving, but the specifics can vary depending on the item, seller, and reason for return.
General Return Policy:
- Most items purchased from Smart Home Supplies or directly fulfilled by Smart Home Supplies can be returned within 30 days of receipt for a full refund.
- Items must be unused and undamaged in their original packaging with all accessories and documentation.
- Free return shipping is available for many items.
- Some exceptions to the 30-day window exist for specific categories like groceries or digital products.
Holiday Extension:
- For items purchased between November 1, 2023 and December 31, 2023, the return window is extended until January 31, 2024 (January 15, 2024 for Apple products).
Smart Home Supplies Renewed Items:
- These are pre-owned or refurbished products sold by Smart Home Supplies with a 90-day (or 1 year for Renewed Premium) return window.
Third-Party Sellers:
- Return policies for items sold by third-party sellers on Smart Home Supplies may vary. Check the product listing or contact the seller directly for their specific policy.
1. Contact Smart Home Supplies Customer Service: This is the quickest and easiest way to resolve the issue. You can reach us through our website, app, or by phone. Explain the situation and provide details about the incorrect item you received.
2. Initiate a Return or Replacement: Most items purchased on Smart Home Supplies can be returned within 30 days of the estimated delivery date. You can initiate a return or replacement request directly from your order history on Smart Home Supplies website. This process will typically generate a prepaid return label, making it easy to send the incorrect item back.
3. Request a Partial Refund: In some cases, Smart Home Supplies may offer a partial refund if you choose to keep the incorrect item. This could be helpful if the item is of some value to you, even though it’s not what you originally ordered.
4. Keep the Wrong Item: In extremely rare cases, Smart Home Supplies may let you keep the wrong item without needing to return it. This is usually done as a gesture of goodwill and depends on the specific circumstances.
Here are some additional things to keep in mind:
- Check the Return Policy: Some items may have specific return policies that differ from the general 30-day rule. It’s always a good idea to check the item’s listing or Smart Home Supplies Help Center for more information.
- Gather Information: Before contacting Smart Home Supplies, have your order number and the ASIN (product identification number) for the incorrect item readily available. This will help expedite the process.
- Be Polite and Patient: Smart Home Supplies customer service representatives are there to help, but they may encounter a high volume of requests. Be polite and patient when explaining your situation.
1. Report the damage:
- If you noticed the damage upon delivery: Politely refuse the package and inform the delivery person. They will help you initiate a return or replacement directly.
- If you discovered the damage later: Go to “Your Orders” on the Smart Home Supplies website or app. Find the damaged item and select “Return or replace items.” Choose “Item damaged” as the reason.
2. Provide details:
- Describe the damage to the item clearly and concisely.
- If possible, take photos of the damage from different angles. This will help Smart Home Supplies process your request faster.
3. Choose your resolution:
- Replacement: If the item is still available, Smart Home Supplies will usually offer a free replacement. The new item will be shipped as soon as you return the damaged one.
- Refund: If a replacement is unavailable or you prefer, you can choose a full refund. Smart Home Supplies will credit your original payment method once they receive the returned item.
Additional tips:
- Keep all your documentation, including order confirmation emails and any communication with Smart Home Supplies customer service.
- Pack the damaged item securely in its original packaging if possible. Smart Home Supplies will provide a prepaid return label.
- Return the item within the specified timeframe, usually 30 days from the date of purchase.
1. Print a return label:
- Go to your “Your Orders” page on smarthomesupplies.co.uk.
- Find the order that contains the item you want to return.
- Click on the “Return or replace items” button.
- Select the item(s) you want to return and choose a reason for your return.
- Click on the “Print return label” button.
- Print the label and attach it to your package.
- Take your package to any UPS, FedEx, or USPS location.
2. Use QR code for label-free returns:
- If you’re returning a small item, you may be eligible for a label-free return. This means you won’t need to print a label or pack your item in a box.
- Follow the same steps as above to initiate your return.
- When you get to the “Return method” section, select “QR code.”
- You’ll see a QR code on your screen. Save this QR code to your phone or print it out.
- Take your item and the QR code to a designated Smart Home Supplies Returns location, such as a Kohl’s store or Smart Home Supplies Locker.
- An associate at the location will scan the QR code and pack your item for you.
3. Schedule a pickup:
- If you’re returning a large or bulky item, you can schedule a pickup from your home.
- Follow the same steps as above to initiate your return.
- When you get to the “Return method” section, select “Schedule a pickup.”
- Choose a date and time for your pickup.
- Smart Home Supplies will send a carrier to your home to pick up your item.
Contact Us: This page is a great starting point, offering you the option to browse through frequently asked questions, search for solutions based on your issue, or directly get in touch with a representative. You can access it here:
Check your order details: Log in to your Smart Home Supplies account and navigate to “Your Orders”. Click on the specific order and verify the shipping address. Did you spot a typo or mistake? You’re in luck!
Update the address: Look for an “Edit” or “Change” option next to the shipping address information. Click on it, correct the details, and save your changes. You should be good to go!
Contact Smart Home Supplies customer service: If you can’t edit the address yourself, or if the order has already been processed, reach out to Smart Home Supplies customer service as soon as possible. They can try to intercept the package and reroute it to the correct address, although success depends on how far along the shipping process is.
After the order ships:
Contact Smart Home Supplies customer service: This is still your best bet. Explain the situation and ask for their assistance. Depending on the circumstances, they might be able to:
- Stop the delivery and reroute it to the correct address (if it’s still at a sorting facility).
- Contact the recipient at the incorrect address and see if they can hold the package for you to pick up.
- Arrange for a return to sender and a reshipment to the correct address (this might delay your delivery timeline).
Contact the recipient: If you know the person at the incorrect address, reach out to them directly and explain the situation. They might be willing to hold the package for you or redirect it to you.
Here are some additional tips:
- Double-check your address before placing an order. It’s always worth taking a second look to avoid these situations.
- Consider adding multiple addresses to your Smart Home Supplies account. This way, you can easily choose the correct one when placing an order.
- Use Smart Home Supplies Address Book suggestions. Smart Home Supplies often suggests previously used addresses when you’re entering a new one. Be sure to review them carefully before selecting one.
Whether the order has been shipped:
- Not shipped: If your order hasn’t entered the shipping process yet, you have the best chance of making changes or canceling it. Here’s how:
- For items: Go to “Your Orders,” select the order, choose the items you want to change, and hit “Cancel checked items.”
- For whole order: Go to “Your Orders,” select the order, and click “Cancel Order.”
- Shipped: Once your order ships, changes or cancellations become more difficult. However, you can:
- Request a return or refund: If the item has already shipped, you’ll need to wait for it to arrive and then initiate a return or refund process through Amazon.
Who fulfills the order:
- Smart Home Supplies: You have more flexibility to change or cancel orders fulfilled by Smart Home Supplies itself.
Additional things to keep in mind:
- Changes to delivery address might be possible even after shipping, depending on the carrier. Contact Smart Home Supplies customer service for assistance.
- You can always contact Smart Home Supplies customer service for help with cancellation or changes, regardless of the situation.
1. No pre-order option: If the item is truly sold out with no mention of pre-ordering on the product page, then pre-ordering isn’t possible. However, you can:
- Set up stock alerts: Smart Home Supplies allows you to receive email notifications when the item comes back in stock.
- Check other retailers: The item might be available for pre-order elsewhere, so do some research.
- Contact the seller: If it’s a third-party seller, ask them directly if they plan to re-stock or offer pre-orders.
2. Backorder: In some cases, the “sold out” message might mean the item is on backorder. This implies that existing orders haven’t yet been fulfilled, but further stock is expected. While technically not pre-ordering, you can still place an order and expect to receive it when new stock arrives. Delivery dates, however, might be uncertain.
3. Pre-order waitlist: For highly anticipated items, Smart Home Supplies might offer a waitlist instead of standard pre-ordering. Joining the waitlist doesn’t guarantee you’ll get the item, but it puts you in line for notification if additional stock becomes available.
4. Replenishment: Certain categories, like video games, often see restocks closer to release. Keep an eye on the product page and check regularly, especially around the release date.