We value every customer. Our top priority is to ensure that products are delivered to our customers as quickly as possible.
Order Processing Time
Once you make a purchase, we immediately start customizing your shades according to your order to ensure swift delivery. The production and packaging may take 5-7 business days,This time may be extended during busy periods. Additionally, Woven Wood Shades take about 3 extra days to produce due to their complex craftsmanship.
Shipping Costs
We offer free shipping services to the USA and globally (except for certain remote areas or special delivery zones) through UPS, FedEx, DHL and USPS.
Delivery Time
Logistics usually take 5 to 10 business days to reach the destination,More time may be needed for remote areas.
Shipping Confirmation
Once your order is shipped, we will provide you with a tracking number via email, You can use this tracking number to check the status of your order at any time.
Address Change Policy
If your order has not yet shipped, please contact us as soon as possible and we will do our best to update the delivery address.
Once an order has been shipped, we are unable to modify the shipping address. If an address change is still required after shipment, the recipient must contact the carrier directly to request the change. Additional fees may apply based on the carrier’s policies.
If a shipment is returned, delayed, or lost due to an incorrect address provided by the customer or an address change requested after shipment, the order will not be eligible for a refund.
Please double-check your shipping address at checkout to avoid any delivery issues.
Delivery Delays
Delivery time is estimated from the shipping date, not the order date. Actual delivery times may be longer than expected due to invalid addresses, customs clearance procedures, or other reasons.
Item Not Received
If you have successfully placed an order but have not received the item after the tracking status shows “Delivered,” please contact the shipping carrier as soon as possible to locate your package. Once the package has been handed over to the shipping carrier, we can no longer directly control the delivery process.
If the issue remains unresolved, please contact us within 48 hours after the tracking status shows “Delivered,” and we will do our best to assist you.
Shipping Issue Liability
If an order is lost, damaged in transit, missing items or components, or shipped incorrectly, SmartWave will provide an appropriate solution based on the specific situation. Our responsibility is limited to providing replacement products, replacement parts, or necessary components, and covering the related shipping costs.
If the issue only involves certain components, accessories, or replaceable parts, SmartWave may send the required replacement parts or components. The customer is responsible for completing the replacement or installation by following the instructions provided by SmartWave.
To the fullest extent permitted by law, we shall not be liable for any indirect, incidental, or consequential damages arising from such issues, including but not limited to installation costs, labor charges, scheduling fees, delays, loss of use, or other related expenses.
Delivery Issues
If your order is lost or damaged during transit, please contact us immediately so we can assist you in resolving the issue. However, we are not responsible for shipping delays or delivery failures caused by extreme weather, natural disasters, or other events beyond our control.
Canceling or Modifying Orders
If you contact us immediately after purchase, we can cancel your order and provide a full refund. However, as all orders are custom and typically cannot be resold to other customers, once production starts (usually 4-8 hours after your order), the order cannot be canceled,But you can modify the order, and we will use 60% of the original order's money for the modified order (you will lose 40% of the original order's money).
Regarding Taxes
In rare cases, orders may incur additional charges due to customs fees levied by your country's government, not by our website,These fees are your responsibility, We apologize, but we have no control over your or other countries' customs authorities, Please contact your local customs office for more information about customs fees, duties, and taxes.
If you need any assistance with customs clearance, please feel free to contact us, and we will be happy to help where possible.
What if I have an Urgent Order?
If you have an urgent order or need to receive an order by a critical date, please inquire by email or send us a message.
Contact Us
If you have any questions or concerns about our shipping policy, please contact us at service@smartwaveshades.com,We are always happy to help.
Thank you for choosing SmartWave for your custom product needs!
