Call or Text (845) 218-0943

SMITH’S SURPLUS

RETURN POLICY

RETURNS

Our goal at Smith’s Surplus and Supply, we want you to be completely satisfied with your purchase. If for any reason you’re not, please reach out to us at [email protected]. or text us at (845) 218-0943. Please have your order number ready, and we’ll do everything we can to help. 

ELIGIBILITY FOR  REFUND

To be eligible for a refund, please ensure the following:

  • Return Window: Items must be returned within 14 days from the purchase date.

  • Condition of Items: Products must be in their original condition, with all tags attached and packaging intact when applicable.

  • Restocking Fee: Items returned outside the 14-day window, or in a condition that does not meet our standards (including damage, use, missing parts, detached tags, altered packaging), may incur a restocking fee of up to 50% of the item’s purchase price.

  • Handling of Goods: Carefully unpack and inspect items, maintaining all original packaging and tags to support eligibility for a refund.

For any questions or assistance with your return, including clarifications about restocking fees or item condition standards, please reach out to our customer service team at [email protected]. We are dedicated to guiding you through a smooth return process and ensuring a satisfactory outcome.

Please note that we don’t accept returns for consumables such as MREs, chemlights, batteries, and medical supplies. If your order included any promotional items, please be sure to include them in your return if you’re returning the items that earned you the promotional gift.

INTERNATIONAL RETURNS / REFUND

For international returns and refunds, shipping fees, tariffs, and duties are the responsibility of the buyer and will be deducted from your refund. We apologize for any inconvenience this may cause, but we must cover our costs of shipping and processing international orders.

PREPAID SHIPPING LABEL

To facilitate your return, we will send you a prepaid shipping label via email. Please take note of the following instructions and conditions:

  • Label Cost: The expense of the prepaid label will be deducted from the total amount of your refund.
  • Address Errors: In the event that the shipping address on the prepaid label contains an error, contact us promptly at [email protected] for the necessary corrections before dispatching your package.
  • Shipping Label Purchased Independently: If you opt to use a shipping service other than the prepaid label provided, we will not reimburse the associated shipping costs. To avoid any added expenses, we encourage you to utilize the prepaid label we supply.
  • Package Drop-off Receipt: When you drop off your return package with the carrier, ensure that you obtain a receipt as proof of the package’s acceptance by the carrier. This document is vital as it confirms your dispatch should any shipping disputes arise.
  • Tracking Information: Keep a copy of the shipping label’s tracking information to monitor the return shipment and as evidence of your dispatch until we confirm receipt of the package.
  • Initiation of Refund: Once your return arrives and is checked for compliance with our return standards, we will proceed with the refund process.
    Our goal is to make the return procedure as convenient as possible for you. Should you have any questions or require assistance with your return or the prepaid shipping label, our customer service team is here to help.

QUESTIONS / CONCERNS

If you have any questions or concerns about our return policy, please don’t hesitate to contact us. We’re always happy to help and want to make sure you have the best possible shopping experience with us. 

SHIPPING CHARGES

Please note that we are unable to refund the original shipping charges associated with returned orders. Additionally, we cannot cover any shipping charges that may be associated with your return.

We understand that this may be an inconvenience, but we hope you understand that we must cover the cost of processing and handling returned orders. We strive to keep our prices low and our service excellent, and we appreciate your understanding in this matter.

If you have any questions or concerns about our policy on shipping charges and returns, please don’t hesitate to reach out to us. We’re here to help and want to ensure that you’re completely satisfied with your shopping experience at Smith’s Surplus and Supply.

RETURNED / REFUSED SHIPMENT

At Smith’s Surplus and Supply, we understand that sometimes orders may be returned or refused. In such cases, we will make every effort to contact you to obtain an updated shipping address. If we’re unable to reship the order, it will be processed as a return.

Please note that in the case of a return or refused shipment, a return label fee and the original shipping cost will be deducted from your refund. This helps cover the cost of shipping and processing the original order.

If you have any questions about our policy on returned or refused shipments, please don’t hesitate to contact us. We’re committed to providing you with outstanding service and support, and we’re here to help with any concerns you may have.

REFUND Policy

For any concerns or inquiries related to our refund policy, please contact us at [email protected].

At Smith’s Surplus and Supply, we prioritize your satisfaction with every purchase. If you’re not entirely pleased with your acquisition, our refund policy is designed to offer a straightforward and hassle-free process. Here’s what you need to know:

  • Processing Refunds: We will issue your refund to the original payment method within 3-5 business days after your return has been received and processed at our facility. Please note that it may take an additional 10 business days for your financial institution to post the refund to your account, dependent on their specific processing times.

  • Refund Deductions: In the case of order cancellations or if you’ve simply changed your mind:

    • Credit Card Processing Fees: These fees are non-refundable and will be deducted from the refund amount.

    • Shipping Charges: Original shipping charges are not eligible for a refund.

    • Restocking Fee: A restocking fee of up to 50% may apply under certain conditions.

  • Financial Institution’s Role: Please understand that Smith’s Surplus and Supply has no influence over the policies of your financial institution. As such, we are not in a position to expedite your refund beyond our standard processing period or act on your behalf in dealings with your bank or credit card company.

Need Further Assistance?

Should you have any queries or need assistance regarding our refund policy, do not hesitate to get in touch with us at [email protected]. Our commitment is to ensure your shopping experience with us is both positive and satisfying.

EXCHANGES

At Smith’s Surplus and Supply, we want you to be completely satisfied with your purchase. If you’re not happy with your item, we’d be happy to help you exchange it for something better.

To start the exchange process, simply contact us to request a return shipping label. Once you receive the label, send the item back to us and place a new order for the item you want instead. We’ll quickly ship your new item to you.

Once we receive and process your returned item, we’ll issue a refund if applicable. Please note that it may take up to 10 business days for your financial institution to process the refund, based on their policies.

If you have any questions or concerns about our exchange process, please don’t hesitate to contact us. We’re always here to help!

LOST OR DAMAGED PACKAGES

We take great care in ensuring that your order arrives safely and in good condition. However, in the unlikely event that your package is lost or damaged during shipping, we ask that you report the issue to us within 30 days of the original ship date.

Please note that claims cannot be opened after this time period, so it’s important to contact us as soon as possible. We cannot assume responsibility for claims made after this 30-day window.

If your package is lost or damaged, please contact us immediately to report the issue. We’ll work with you to address the problem and find a resolution that meets your needs.

If you have any questions or concerns about our policy on lost or damaged packages, please don’t hesitate to contact us. We’re always here to help!

CLEARANCE

Please note that all clearance items are final sale, meaning that they cannot be returned or exchanged. We apologize for any inconvenience this may cause, but we must maintain our clearance prices to offer the best value to our customers.

EASY Return Instructions

To ensure a smooth and hassle-free return process, please follow these steps:

  1. Contact Us: Begin by getting in touch with us at [email protected]. This helps us anticipate your return and streamline the refund process. We’ll provide you with all necessary instructions and documents.

  2. Pre-paid Shipping Label: After receiving your pre-paid shipping label, inspect it carefully to ensure there are no errors. Verify that the shipping address is accurately listed as:

    Michael Smith
    Smiths Surplus and Supply
    1849 South Road, #1009
    Wappingers FL, NY 12590

    ** If you opt to use a shipping service other than the prepaid label provided, we will not reimburse the associated shipping costs

  3. Package Your Item: Use the original packaging when possible, including all manuals, accessories, and documentation that accompanied your item, to ensure it arrives safely and in good condition.

  4. Attach the Label: Securely affix the pre-paid shipping label to your package. Ensure it’s clearly visible and that any old labels or barcodes are concealed or removed.

  5. Drop Off Your Package: Take your package to the designated carrier’s drop-off location. Important: When you drop off your package, make sure to get a receipt for proof of acceptance from the carrier. This receipt acts as your evidence that the item was returned to us, safeguarding you in case the package gets lost or delayed.

  6. Return Confirmation: We will notify you via email once we’ve received and processed your returned item. The refund will be handled according to our previously explained Refund Policy.

Should you need any further assistance or have questions at any point in the return process, don’t hesitate to reach out to [email protected]. Your satisfaction and convenience are our priorities, and we aim to support you every step of the way.

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