Shipping and Returns

 

                                

Shipping

Although we are still processing orders within 2-4 business days and shipping via USPS, mail carriers are experiencing complications and delays due to effects of COVID-19 and therefore your package might arrive later than the typical 2-4 business days once the order is shipped. We ask for your patience as we are all working hard to deliver your order as soon as possible. Thank you! :)

Sugar Me Smooth currently offers Standard and Priority Mail shipping through the United States Post Office (USPS).  Orders are typically processed within 2-4 business days and shipped via USPS.  Shipping time is an additional 2-4 business days after order processing anywhere in the US with First Class and Priority mail service. 

During the holiday season order processing may take up to 3-5 business days plus extended shipping times.

Within 24 hrs. of shipment you will receive an email with a USPS tracking number for your package. 

Shipping applies to one way shipping to one address. Any return shipping costs must be paid by the customer.

Due to increased prices for international shipping, Sugar Me Smooth is currently not offering shipping to areas outside of the United States. Our products are available on Amazon for an option to this situation.

 Damaged Product

Sugar Me Smooth cannot guarantee that product will not ever be damaged through shipping, although rarely damage does occur.  If damaged, Sugar Me Smooth will replace the damaged item(s) with the identical item or item of equal or greater value if no identical product is on hand.  Upon verification of damage, the replacement product will be processed and shipped the next business day with shipping paid by Sugar Me Smooth.  In the instance that your product arrives damaged, contact help@sugarmesmooth.com to report the damage and provide:

-          Name, email, and/or order#

-          Images providing proof of damage

If you desire to request a refund due to damaged product instead of receiving the replacement item you may return the product under the terms listed under our return policy, which includes the customer paying return shipping. 

 Did not Receive Package (but said it was delivered).

Unfortunately, once your order leaves our facility it is the responsibility of USPS. It is our policy that if a claim needs to be filed with USPS, it is the responsibility of the customer. 

If you received notice that your order was delivered but you do not have it, we recommend to follow these steps:
1.  Confirm the address you entered at checkout was correct. 
2.  Keep in touch with USPS by contacting your local post office and providing your order tracking number. They have specific, current information to assist that we do not have access to.
3.  Kindly ask anyone in your household if they may have picked up a package and forgot to tell you.
4.  Ask close neighbors, as your order may have been left at the wrong address.
Please know that sometimes the post office will mark a package as being delivered prior to actually taking it to the specified address, therefore, most of the time it will show up a few days after it has been marked as delivered.
Returns
Sugar Me Smooth offers a 30 day 100% Satisfaction Guarantee. If you are unsatisfied with Sugar Me Smooth products and want to return, email us at help@sugarmesmooth.com for Return Authorization.

30 Day Return Timing:  To qualify for a return, customer must have shipped (postmarked) their return no later than 30 days from order date and must include customer and order information within their return package (i.e. printed packing slip, printed order confirmation).   

Contact: help@sugarmesmooth.com 

Information Required for Return Authorization:

      - Name, email, and/or order # that the return request is tied to. 

      - Reason for return request. 

After receiving authorization, our Customer Experience team will provide a return address. All returned merchandise must be returned with all original components and/or pieces in order to receive a full product refund.  Shipping will not be refunded.

If opened, merchandise must be limited in use, thus representing dissatisfaction upon trial, and not continued use, or acceptance, of the performance of the product. All return shipping costs to return the Sugar Me Smooth product will come at the expense of the customer.

Refunds will not be given for products returned without requesting authorization.

NOTE: Return orders that are received without a full name or order number will NOT qualify for a refund.

Multiple Item Orders: For orders where customers purchase multiple items, customer may return partial orders, but must return each separate item in full with all parts per this policy for its refund.  

Free Bonus Items:  For promotional items ordered that were free, customer must return the free item with order to receive full refund.  If the free item is kept the price of the item will be deducted from the refund amount.

 Time to Process Refunds

Sugar Me Smooth will not be able to provide any replacement product or refunds without verification of order and/or damage by obtaining information through the required process outlined under Returns and/or Damaged Product policy.  For faster processing please provide as much of the required information as possible when first contacting us.

After receipt of the returned product, Sugar Me Smooth will process the return for the product and refund the credit card used on the original transaction.  Once refunded it may take up to 3-5 days for the refund to post to the account.