Smokey Mountain Graphics Store Return Policy
 

To obtain SMG store authorization to return a defective item for replacement, simply send an email as soon as possible within 30 days of purchase.
Product boxes and/or items that have been written on or otherwise marked will not be considered for replacement.

CONDITIONS
Non-defective merchandise must meet the following conditions to qualify for return acceptance.

Merchandise must be in its original minimum inner pack quantity, as shipped by SMG store. Broken quantity inner packs are not returnable.

Sample items are not returnable.

Merchandise, merchandise packaging, and inner pack must bear no markings or be otherwise defaced or damaged. Returns which do not meet the conditions described in this return policy will be returned and shipping cost of return will be charged.

ITEMS DAMAGED DURING SHIPMENT
All merchandise damaged during shipment is covered by the shipper. If you receive merchandise damaged during shipping, please send us an email within 30 days of the date of shipment of your order, and your claim will be processed immediately. NOTE: Established procedures by UPS, U.S.Parcel Post, and trucking lines, must be complied with or they may deny your claim.

Q. My order has been lost. I need it now. Can't you just send a duplicate?
A. UPS, Parcel Post, and trucking firms will not accept any responsibility for hardships caused by lost shipments. We regret that we cannot assist you in this manner. We suggest you place and pay for a duplicate order. When the carrier validates your claim, we will send a refund check at your request.

Send us an Email

smokeymountaingraphics@gmail.com

CLAIMS

Claims will fall under the following categories: (1) Lost order, (2) Damaged merchandise, (3) Shortage on order

LOST ORDERS
It doesn't happen often, but carriers such as UPS, truck lines and Parcel Post do lose orders. If you have placed an order and have not received it in a reasonable period, do the following:

1. Send us an Emali and Please have the following information ready:

a. Your name as it appears in our store
b. A copy of the order submitted to Smokey Mountain Graphics store
c. Approximate dollar amount remitted and how the order was paid. Charge card? or Paypal Account?
d. If a partial order was delivered and the invoice is included in one of the delivered cartons, please have this invoice available and a list of the missing items

2. SMG store will check our computer to find the date your order was shipped and the carrier used.

3. SMG store will initiate a tracer with the carrier. Normally a response is received within 10 working days after the tracer is initiated. Most carriers require a 10-day waiting period before they will accept a tracer request. The U.S. Postal Service requires a 30-day waiting period from date of shipment before they will accept a tracer. (90 days outside continental U.S.)

4. SMG will notify you when we receive the result of the tracer. Results of a tracer are generally one of the following:

a. The Carrier is unable to prove delivery. Therefore, we have reshipped your merchandise as you requested.
b. The Carrier will submit a photocopy of a delivery receipt which will be forwarded to you. It will show the order was delivered in full, and the signature of the person who received the order and the date it was delivered.
c. After receiving the photocopy, you find the signature is not yours, a neighbor's or a member of your family's return the photocopy to SMG store together with a denial of signature letter. We'll then file a denial of signature claim with the carrier. This will require an additional 7 to 10 working days. We'll notify you of the results.
d.The Carrier may have returned the order to Shop-ray.com Store  for the following reasons:

UPS made three attempts at delivery to you and no one was home

Your delivery address is a Post Office Box. UPS does not deliver to a Post Office Box. They notify you, but if no response is made within seven days, the package is returned to SMG store.

You have moved and your order was sent to your former address. The package may have been retained by someone who signed for the package at your old address, or the shipment was returned to Shop-ray.com Store.

DAMAGED MERCHANDISE

Inspect each box for signs of damage such as crushed, torn, open, unseamed tape, etc.

Hidden Damage by carrier:
If you should receive a shipment delivered by carrier that shows no visible damage, but upon inspection you discover damage due to evident rough handling, email to SMG.

SHORTAGES
If you receive an order from SMG and find it has not been filled completely:

Check your invoice. If the item does not appear on your invoice, be sure to advise the SMG store when you email us..

Thoroughly check the cartons and packing. Small items may be under the packing material. Upon receipt, check the condition of the cartons. If there is a shortage due to tampering, a claim must be placed with the carrier. Follow the same procedure as if there is damage.

If there is no tampering and an actual shortage exists, contact SMG store.. We'll need to know the invoice number, number of cartons received, the missing item number, and whether you prefer credit or a replacement.

SMG store will investigate the shortage. When the item is confirmed as not shipped, it will be shipped.

Email us to : smokeymountaingraphics@gmail.com

We don't pay with your returns Items. Customer pay the Return Items. SMG Store will not be responsable for customer's pays for return items.