Store Policies

Shipping

Where do you ship to?

We ship to almost every country in the world, due to Covid-19 some countries might be temporarily unavailable.

What does shipping cost?

Shipping price will appear when you’re checking out.

When will I receive my order?

Please allow 1-5 business days for orders to be processed after your purchase is complete.
Delivery depending on the country can take between 1 to 5 weeks.

All shipments have tracking code.

Where does my order comes from?

Our warehouse is located in China, Europe and US. Depending on the selected product and we will ship it from different locations to ensure you receive the package as soon as possible.

What are the international taxes, duties, etc. that I have to pay?

An additional customs and tax fee can occur on international orders.

This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

Orders

What do I do if I never received my order?

Before getting in touch with us, please help us out by doing the following:

  • Check your shipping confirmation email for any mistakes in the delivery address.
  • Ask your local post office if they have your package.
  • Stop by your neighbors in case the courier left the package with them.
  • Pro tip: Package theft is on the rise—If you’re expecting a home delivery and you know you won’t be home to accept it, use an address where you know you’ll be!

If the shipping address was correct, and the package wasn’t left at the post office or at your neighbor’s, get in touch with us at sales@trysmartlock.com with your order number.

What do I do if I received a wrong/damaged product?

We’re so sorry if the product you ordered arrived damaged.

To help us resolve this for you quickly, please email us at sales@trysmartlock.com within a weeks’ time with photos of the wrong/damaged product, your order number, and any other details you may have about your order.

We’ll get back to you with a resolution as soon as possible!

How do I make changes to an order I’ve already placed?

If your order is not yet fulfilled, send us and email at sales@trysmartlock.com with your order number and let us know what type of changes you want to make.

Can I cancel my order?

After the order is fulfilled and payment has gone through you cannot cancel the order anymore.

If you’re not sure if payment is complete, send us an email at sales@trysmartlock.com with you order number.

Can I track my order?

Yes, definitely! All our orders have a tracking code, so you know where your package is all the time.

After receiving the confirmation of shipment, please allow 2 to 4 days before tracking code is visible on the tracking website.

Payments

How can I pay for my purchase?

Currently, we accept credit card and cryptocurrency as a form of payment.

Which credit card do you accept?

We use PayPal as our credit card payment gateway.

Currently, PayPal accept following credit cards, depending on your country

  • Visa
  • MasterCard
  • American Express
  • Discover
  • JCB
  • Diner’s Club
  • EnRoute

Which cryptocurrency do you accept?

We use Coinbase as our payment gateway.

Currently Coinbase accepts following cryptocurrencies:

  • Bitcoin
  • Bitcoin Cash
  • Ethereum
  • Litecoin

What is a Payment Gateway?

Payment gateway refers to an e-commerce service that process, verify and accept or decline payments on behalf of merchants using secure internet connections.

It fulfills the role in e-commerce transactions between merchants and customers to ensure customer data is encrypted and secure.

Currently, we support PayPal and Coinbase as payment gateway providers.

Do I need to create an account in PayPal?

No, you don’t need to create an account in PayPal to complete the payment process, you can proceed by clicking the button “Pay with Debit or Credit Card”.

Returns & Refund

What’s your return and refund policy?

Our policy lasts 7 days. If 7 days have gone by since your purchase has been delivered, unfortunately, we can’t offer you a refund or exchange.

You’re are eligible for a return if the product does not meet your expectations, you received wrong or damaged products.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

You will be responsible for paying for your own shipping costs for returning your item.

Shipping costs are non-refundable.

If you receive a refund, the cost of return shipping plus taxes will be deducted from your refund.

We do our best to make you satisfied with our services, in any case, please reach us out at sales@trysmartlock.com with your order number so we can understand your situation and try to find the best solution for your case,  in case a return is desired we will share the mailing address for returning the product.