Frequently Asked Questions

1. Where do you ship?

We currently ship to addresses within the United States. International shipping may be available for selected products and destinations.

2. How long does shipping take?

Orders are typically processed within 1 to 3 business days. Once shipped, delivery usually takes 5 to 10 business days within the United States.

Estimated total delivery time is 6 to 13 business days.

3. What is your order cut off time?

Orders placed before 4:00 PM (GMT-07:00) Mountain Standard Time (Denver) on a business day are generally processed the same day. Orders placed after the cut off time, on weekends, or on public holidays will be processed on the next business day.

4. Do you offer free shipping?

We may offer free shipping promotions on eligible orders from time to time. Any available free shipping offers will be displayed during checkout.

5. How can I track my order?

Once your order has been shipped, you will receive a confirmation email containing your tracking number. Tracking information may take up to 24 hours to become available.

6. What payment methods do you accept?

We accept secure online payments through trusted payment providers, including:

• Visa

• Mastercard

• American Express

• Discover

• Apple Pay

• Shop Pay

• Diners Club

• PayPal

7. Is it safe to pay on your website?

Yes. All payments are protected using Secure Socket Layer (SSL) encryption. We do not store your complete payment information, and all transactions are processed securely through authorized payment providers.

8. What currency do you accept?

All prices displayed on our website and all payments are processed in United States Dollars (USD).

9. What should I do if my payment is declined?

Please verify that your billing information is correct, ensure sufficient funds are available, try another payment method, or contact your bank or card issuer for further assistance.

10. What is your return policy?

We offer a 14 day return policy. Eligible items may be returned within 14 days of delivery, provided they are unused, unworn, in their original packaging, include all original tags, and are accompanied by proof of purchase.

11. Do you offer exchanges?

We do not offer direct product exchanges. If you would like a different item, please return your eligible product and place a new order after your return has been approved.

12. Who pays for return shipping?

If you receive a damaged, defective, or incorrect item, Smiling Friend will cover the return shipping cost.

If you are returning an item because you changed your mind or ordered the wrong product, you will be responsible for the return shipping costs unless otherwise stated.

13. How long does it take to receive a refund?

Once your returned item has been received and inspected, approved refunds are generally processed within 3 to 5 business days. Your bank or payment provider may require additional time before the refund appears in your account.

14. What should I do if my item arrives damaged or defective?

Please contact us within 48 hours of delivery and provide:

• Your order number

• Clear photographs of the damaged item

• Clear photographs of the packaging

Our team will review your request and, if eligible, arrange a replacement or refund.

15. What if my package is marked as delivered but I did not receive it?

Please verify your shipping address, check around your delivery location, and ask your neighbors or household members if they accepted the package. If you still cannot locate your package, please contact the shipping carrier first. If you need additional assistance, our customer support team will be happy to help.

Contact Us

Store Name: Smiling Friend

Registered Business: KHIZBIZ LLC

DUNS Number: 124374253

Business Address:
4160 East 2nd Street
Casper, Wyoming 82609
United States

Email: support@smilingfriend.com

Phone: +1 (307) 278-4558

Customer Service Hours: Monday to Friday, 9:00 AM to 5:00 PM

Time Zone: Mountain Standard Time (GMT-07:00) Denver