FAQ

Frequently Asked Questions

Where are you located?

SmartMomma has a physical store located at:

Stonehenge Shopping Center

7420 Creedmoor Road

Raleigh, NC 27613

 

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Do you sell the same products online as you do in your store?

 

Some of the products are the same, but not all of the products in our store are online.   By the same token, not all of our products online are in our store.   We also may price some items differently online than as in our store, and we reserve the right to do so.

 

How fast do you ship your products?

 

It depends on the product.   Many of our products ship same day if ordered by 3pm EST, if they are available in the store.  Other products are shipped from our warehouse and ship next business day.   Some products are shipped straight from the manufacturer, and may take up to 3 days to ship.   We strive to list on the product page how quickly individual items ship.   It is rare, but sometimes products are listed on our website, and we are out of stock.   This only happens with extremely popular products that sell quickly.   When there is a backorder, we will notify you same day of your order and give you the option to cancel if you do not want to wait.

 

Do you ship internationally?

SmartMomma ships some products internationally, unless it is prohibited by the manufacturer agreement.   SmartMomma does not ship very large items overseas, such as standard (and larger) strollers (some lightweight strollers can be shipped), car seats, furniture, and safety gates.  We have the right to cancel any order that we cannot ship internationally even if the system accepts your order.  If you are uncertain if a particular item can be shipped before placing your order, please do not hesitate to contact us.

 

Do you have free shipping?

 

We do provide free shipping to any order over $75 within the continental USA; this excludes Hawaii, Puerto Rico, Alaska and US Protectorates.   Stanley Young America Furniture is not included with this offer.  Please see shipping policies below for other orders.

 

What are your shipping policies and rates?

SmartMomma ships many items internationally, however, we are unable to ship large items, such as car seats and strollers internationally due to size constraints and vendor distribution contracts.  United States Postal Service - Priority Mail International 

PROS
-Low Broker Costs (usually around $5.00)

CONS
-Delivery can 5-35 days.
-Tracking System is not up to date

-There is a small chance that your packages may get lost. 
-Insurance is not provided.

 

PLEASE NOTE: If packages get lost or damaged with this shipping method, SmartMomma is not responsible for the cost of the lost or damaged goods.  You will be responsible for the cost of the items and for tracking down the package if lost.

 

United States Postal Service - Express International

PROS
-Fast Delivery
-Excellent Tracking System
-Insurance is Provided up to $100
-Broker Fees are relatively low

CONS
-Higher cost.

 
*All quotes are in US Dollars.

What is your return policy?   How do I return or exchange an item?

SmartMomma Return Policy

SmartMomma wants you to be satisfied with your order.  You may return physical items in their original condition within 30 days of the order date, or if backordered, within 30 days of receiving the item. 

We do not refund shipping charges.  All shipping costs are the responsibility of the buyer, including the initial shipping fee AND the return shipping cost.  

We will, however, refund your shipping costs if SmartMomma mistakenly shipped out the wrong product to you.  For phone orders, it is the buyer's responsibility to read thoroughly the order confirmation email which details the item, color, and pattern ordered.  If the item on the confirmation is incorrect or not consistent with what the buyer wanted, it is the buyer's responsibility to notify SmartMomma within 24 hours of the order.  If SmartMomma is not notified by the buyer within 24 hours, the buyer assumes all return shipping costs and the costs to ship out a replacement item. 

Please contact us with the following information requesting a refund or exchange:

1.   Order number or Name of Purchaser. Product number and/or name.

2.   Note type of return (Refund, Exchange, Replacement)

We will reply via email with a Return Merchandise Authorization number (RMA#), which MUST be issued prior to SmartMomma accepting any returns. Packages without an RMA number cannot be accepted at our warehouse.

Please return item(s) in its original box. The box must be intact, in its original condition. Please do not write on the product box. Include the original packing slip OR copy of the receipt, exchange or refund instructions and the RMA number. The RMA number should also be clearly visible and on the shipping label. Also, please make sure that the package is securely wrapped. Returned merchandise MUST be shipped back with a tracking number for us to track the return shipment. SmartMomma  is not responsible for lost or damaged packages shipping back to us. Incomplete returns will be subject to a 15% restocking fee (ie. missing instructions, warranty, small parts, intact product box). 

Please arrange to have packages shipped to the address emailed to you with your authorized RMA number.

Upon receipt of the items, SmartMomma will credit your credit card with the amount you paid for the item(s) minus the shipping cost it took to ship the product to you, and send you a verification email. We do not refund return shipping charges. 

Non - Returnable Items

Unfortunately, we cannot give refunds for shipping charges. Please note that personalized items are non-refundable (such as dopplers, breast pumps, babyplus), unless SmartMomma has made a mistake with your order. Opened CD ROMs and/or DVDs will not be accepted. Items returned without the original receipt will not be accepted. Items not in their original packaging and packaging condition will also not be accepted.

In addition, SmartMomma does not accept the following items for return: diaper bags, diaper pails, liners, cloth diapers, potty seats, feeding accessories, bottles, breast pumps, pacifiers, nursing pads, nursing pillows, layette, nursing bras, teethers, crib teethers, thermometers, pacifiers, bath tubs and bathing accessories, lotions and powders.

There are no returns on products marked as discontinued, closeout, special orders and clearance items. However, if an item arrives broken or defective, please see the procedure to follow in the damaged and defective section below.

Damaged & Defective Items

SmartMomma makes great efforts to ensure that your packages are delivered quickly and in excellent condition. However, incidents sometimes occur during the shipping process. If you receive a damaged item, please contact us at 919-827-4428 within 10 business days to report the problem. After 10 days, SmartMomma cannot replace damaged or lost items and all remaining issues must be addressed by the manufacturer.

SmartMomma only does business with those manufacturers that manufacture quality products for our customers.  Most items are covered by manufacturers warranties. Warranty information when applicable, is included inside the product packaging. Should you have a problem with an item, need installation instructions or replacement parts we recommend that you contact the manufacturer before contacting SmartMomma, as these matters are usually covered under the manufacturers warranty.

In the event that you need further assistance with a defective item, contact our customer service department at 919-827-4428. SmartMomma will replace the broken part(s) if possible, or send a replacement at no additional cost to you. SmartMomma reserves the right to replace defective parts prior to replacing a defective item. In the event that a replacement part is not available or a replacement part does not fix a defective item, SmartMomma will arrange for FedEx to pick up the defective item and a replacement will be sent out with receipt of the original item, at no additional charge. Replacement orders or replacement parts for defective items are not eligible for express shipping. Requests for replacement parts will be processed quickly, as we work closely with manufacturers to resolve problems with defective items. Defective items are not eligible for refunds unless the item is discontinued or no longer available.

Issuing a Credit

Please allow ample time to process returns. Returned or exchanged products may take up to 14 business days to be received. Once an item is received, a full refund, minus the actual cost of shipping the item to you, will be issued to the original form of payment. Please allow up to one billing cycle for a credit to appear on a credit card statement.