Shipping and Returns Frequently Asked Questions
- Smart Retract Shipping Information and Delivery Costs
We ship Smart Retract products direct from Dubuque, Iowa (where it is manufactured) to all 50 states, Canada, Puerto Rico, and APO/FPO addresses. If you need to ship to other countries see FAQ #5 below. Our website offers different billing and shipping addresses, but only takes U.S. and Canadian-based credit cards. We use both USPS (U.S. Postal Service – regular mail) and UPS (United Parcel Service) to all US-based locations. For Canada we ship using UPS*
. Please note, UPS does not
deliver to P.O. boxes.
*CANADIAN CUSTOMERS NOTE:
- To calculate exact shipping costs, go to our “Prices/Buy” page:
- Enter the quantity of products you wish to purchase.
- Click "Continue" which takes you to the “Checkout” screen.
- Near the bottom of the screen will be initial shipping cost estimates (for the US only).
- For exact costs to the US or Canada, enter your country and zip code.
- Press your ENTER key with your cursor in the zip code box to update the shipping costs.
We now pay all your customs fees and taxes up front for you so you have NOTHING
extra to pay upon receipt of your shipment. This is another great feature of doing business with Smart Retract.
- UPS Delivery Times
UPS orders placed by 2:00 p.m. Central Time Mon-Fri will normally ship that day.
U.S. and Puerto Rico Delivery Times:
Midwestern States – 1 to 2 days Mon-Fri
Eastern and Southern States – 2 to 4 days Mon-Fri
Western States – 3 to 5 days Mon-Fri
Hawaii – 5 days Mon-Fri
Alaska – 6 to 7 days Mon-Fri
Puerto Rico – 3 to 4 days Mon-Fri
UPS 3 Day Select: Guaranteed 3 days to most locations Mon-Fri
UPS 2nd Day Air: Guaranteed 2 days to most locations Mon-Fri
UPS Next Day Air: Guaranteed next day to most locations Mon-Fri
Canadian Delivery Times:
UPS Canada Standard: Normally 2-7 days to most locations Mon-Fri
UPS Worldwide Expedited: 2 days to most locations Mon-Fri
UPS Worldwide Express: Next day to most locations Mon-Fri
- Postal Service Delivery Times
Postal Service orders placed by 11:00 a.m. Central Time Mon-Fri will normally ship that day.
U.S. and Puerto Rico Delivery Times:
USPS Priority and First Class: Normally 2-3 days (Mon-Sat)
USPS Express: 1-2 days to most locations (Mon-Sat; some Sundays)
Canadian Delivery Times:
We currently only ship to Canada using UPS. For more information, please see FAQ #1 and #2.
- What additional costs will I pay for shipping to Canada?
Absolutely nothing. We pay all your customs fees and taxes for you up front. When you receive your order you will not have to pay anything additional. This is another great feature of doing business with Smart Retract.
- Do you ship outside of North America?
The only way to get a Retract-A-Gate shipped outside of North America would be to use a U.S. mail forwarding company or to ship a Retract-A-Gate to someone you know in North America and have them forward the retractable safety gate on to you.
You may want to locate a local ship forwarder; sometimes dealing with local companies can be easier. Below are links to a few US-based forwarding companies. The first company listed below may be the best option for smaller packages, the second one for larger freight, and the third company is only for packages over 100 lbs. A single Retract-A-Gate will weigh 5 pounds and the package dimensions will be 4x4x40 inches.
Our website offers different billing and shipping addresses, but only takes U.S. and Canadian-based credit cards. Paypal is the best payment method to use because of that reason. To process your order using Paypal we will need:
- Paypal e-mail address you use
- Exact items and quantities you want
- Shipping method; standard is UPS Ground
- Full name and shipping address in North America
Once we have this information we will e-mail you a Paypal payment request for your Retract-A-Gate order.
- What is the Return Policy?
We are extremely confident that you will be pleased with your Smart Retract product; however, if you come up against some installation challenges or other issues, we're happy to help you out before resorting to a return. Often there are simple solutions to help solve the problems you may run into. Simply e-mail us at
with any questions or concerns.
If you do require a return, we accept returns within 30 days of purchase. Items must be clean, odor-free, and undamaged. Returns that meet these criteria are never charged a restocking fee. Shipping is not refundable. Please e-mail customer service at
to request your Return Merchandise Authorization (RMA) number and return instructions. In your e-mail, be sure to include either your Order ID or name and address and the reason for your return. To help save the environment we do not include a paper receipt. Your Order ID (begins with TCF) can be found on the electronic receipt that was e-mailed to you the day of your order and can also be found on your shipping label.
The product(s) must be returned in the original packaging accompanied with all parts and accessories along with a note including your RMA number (also write your RMA # on the outside of the box). Once your return has been received and inspected, a credit will be given for the purchase price; normally within 1 to 2 weeks of receipt. At that time we will e-mail you a refund confirmation notice.
- Does the Retract-A-Gate come with a Warranty?
All our products are warranted to be free from defects in materials and workmanship for one year from the date of purchase to the original owner. This Warranty excludes wear and tear or damage.
- Can I exchange my gate for a different size or color?
Yes. The fastest way to receive your different retractable safety gate would be to place a new order and return the original safety gate. If you already installed your Retract-A-Gate and want to keep your brackets installed, that’s fine, just keep the Retract-A-Gate you plan to return until you receive the new one. Then include the unopened bracket kit from the new Retract-A-Gate with your original safety gate to return. Remember that we need to receive your items within 30 days.
Just email us at:
to request your RMA number and exchange instructions.