Shipping FAQ

1. 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 FAQ # 5 below. Our website offers different billing and shipping addresses, but only takes US and Canadian-based credit cards. We use both USPS (US Postal Service – regular mail) and UPS (United Parcel Service) to all US-based locations. For Canada we ship using UPS*. Please note that UPS does not deliver to P.O. boxes.

*CANADIAN CUSTOMERS NOTE: We collect all 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.

2. UPS Shipping Times

UPS orders placed by 2:00 p.m. Central Time will normally ship that day (Mon-Fri).

US and Puerto Rico Delivery Times:

UPS Ground:

  • 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
3. USPS Shipping Times

Postal Service orders placed by 11:00 a.m. Central Time Mon-Fri will normally ship that day.

US 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)
4. Additional costs for shipping to Canada

We collect all customs fees and taxes from 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.

5. Shipping outside of North America

The only way to get a Retract-A-Gate shipped outside of North America would be to use a US 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.

http://www.bongous.com/

http://www.internationalmoving.com/contact.html

http://info.lynden.com/international-shipping

Our website offers different billing and shipping addresses, but only takes US 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:

  1. Paypal e-mail address you use
  2. Exact items and quantities you want
  3. Shipping method; standard is UPS Ground
  4. 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.

Return and Exchange FAQ

1. 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 info@SmartRetract.com 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 info@SmartRetract.com 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 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, we will credit the original method of payment for the purchase price; normally within 1 to 2 weeks of receipt. At that time we will e-mail you a refund confirmation notice.

2. 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.

3. Exchange Retract-A-Gate for another Size or Color

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 toreturn. Remember that we need to receive your items within 30 days.

Just email us at: info@SmartRetract.com to request your RMA number and exchange instructions.

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