FAQ
1. Where do you ship?
We currently ship orders within the United States only.
2. How long does shipping take?
Total delivery time is typically 4 to 9 business days, which includes 1–2 business days for handling and 3–7 business days for transit, Monday through Friday.
3. What is your order cut-off time?
Orders placed before 04:00 PM (GMT-07:00) Mountain Standard Time are processed the same business day. Orders placed after this time are processed the next business day.
4. Do you offer free shipping?
Yes, we offer free shipping on all orders within the United States.
5. How can I track my order?
Once your order ships, you will receive a confirmation email with a tracking number. Tracking updates may take up to 24 hours to appear.
6. What payment methods do you accept?
We accept secure online payments through trusted gateways, including Visa, MasterCard, American Express, Discover, Apple Pay, Shop Pay, Diners Club, and PayPal.
7. Is it safe to pay on your website?
Yes, all payments are protected using industry-standard SSL encryption. We do not store your full payment details.
8. What currency are prices shown in?
All prices and payments are processed in USD (United States Dollars).
9. What should I do if my payment is declined?
If your payment is declined, please verify your billing details, try a different payment method, or contact your bank or card provider.
10. What is your return policy?
We accept returns for both defective and non-defective products within 14 days of delivery, provided items are new and unused.
11. Do you accept exchanges?
Yes, exchanges are accepted within the 14-day return window, subject to product availability and condition requirements.
12. Who pays for return shipping?
Customers are responsible for return shipping costs. We do not charge any restocking fees.
13. How long does it take to receive a refund?
Approved refunds are processed within 7 business days after the returned item is received and inspected.
14. What should I do if my item arrives damaged or defective?
Please contact us within 48 hours of delivery with your order number, photos of the item and packaging, and a description of the issue.
15. What if my package is marked as delivered but I did not receive it?
Please check your address, surrounding delivery areas, and with neighbors. If the carrier confirms the package is lost, contact our support team for assistance.
Contact Us:
Store Name: Smiling Friend
Registered Business Name: SHIB LLC
DUNS Number: 124374253
Business Address: 4160 E 2nd Street, Casper, WY 82609, United States
Email: support@smilingfriend.com
Phone: +1 307-278-4558
Customer Service Hours: 9:00 AM to 5:00 PM Between Monday to Friday
Timezone: (GMT-07:00) Mountain Standard Time (Denver)