Shipping & Returns
Shipping
Smile at Home currently ships to the mainland United States. Delivery times vary by item; where a product page shows an estimate, it is given in calendar days (weekends included).
As soon as your order ships, you'll receive a confirmation email with tracking so you can follow it to your door.
Returns & Exchanges
Return terms differ by item. Smile at Home carefully sources every product with quality and convenience in mind, so the applicable return terms are stated individually on the product page.
Our standard terms are return by mail with postage paid by the customer. The return address may be outside the United States and, for some products, may be in China. Always contact us before sending an item so we can confirm the terms, address and steps that apply to your product. If a product page states different terms, those item-specific terms apply.
If an item arrives defective, damaged or otherwise in unacceptable condition, contact Smile at Home customer service with photos or a video. We will advocate for you and work with you to find an appropriate resolution. Where the product's terms permit it, we will arrange a replacement without requiring a return.
To start a return, email admin@smileathome.net with your order number.
Returns for Partner-Brand Products
Some products are shipped directly by our partner brands. When this policy applies, the product page says so and links here. For those products, the terms below replace the general returns section above.
Change-of-mind returns
- Request a return by emailing admin@smileathome.net within 14 days of delivery. Please don't send anything back before we approve your request.
- Items must be unused, unwashed, complete and in their original packaging.
- A 15% restocking fee is taken off the refund. You arrange and pay for return shipping yourself, so we never charge a separate return-shipping fee on top of that.
- Before you agree to the return, we will confirm the return address and exactly what will be taken off your refund.
Damaged, defective or incorrect items
- Please email admin@smileathome.net as soon as you can. Include your order number, a short description and clear photos of the item and its packaging.
- We may ask for a short video only if we need it to understand a functional problem. Never operate anything that seems unsafe. If photos or video can't show the problem, tell us and we'll find another way to assess it, for example by talking it through with you or arranging an inspection.
- Keep the item and its packaging until we tell you what to do next.
- Approved claims have no restocking fee and no return-shipping cost. If we need the item back, we'll send a prepaid return label and instructions.
Refunds and new orders
- Once the returned item arrives and passes inspection, or once we approve a claim that doesn't need a return, we refund your original payment method. Any deductions described above will already have been explained to you.
- If you'd like a replacement, you can place a new order at any time. You never have to buy again to get a refund you're entitled to. Every new order has its own return window, starting when that order is delivered.
Product-specific terms and your rights
If a product has different eligibility rules, deadlines or fees, we show them on its product page before you buy. Nothing in this policy limits your rights under consumer law or any warranty, including rights that last longer than the 14-day change-of-mind window.