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Order Information

  • Can I change or cancel my order?

    Thanks for choosing Smith. As soon as your order is placed, our shipping team gets to work to ship your gear to you as quickly as possible. As a result, there isn't a delay that allows us time to make any changes, modifications or cancel orders once they’re submitted.

    Eligible orders can be returned within 30 days of the purchase date provided they are unused and in the original packaging. Please review our Returns policy for more information and to initiate a return.

    Pro Program orders are not eligible for return at this time. 

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  • Where is my order?

    We work hard to ship orders promptly. All orders ship from our Colorado warehouse. You can check on your order status by logging into your account. If you do not have an account, you can track an order with your order number, email address, and billing zip code on the Login page.

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  • What if the product I want is unavailable? 

    Product inventory may vary seasonally. If the product you want is not in stock, you can use the “Alert Me When in Stock” button on the product page. Just fill in your email address, and we'll send you a note when the product becomes available.

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  • How do I redeem a discount code?

    You can redeem discount, warranty and promotional codes on your shopping cart page.
    In the cart, click the gray “APPLY PROMO CODE” box under your order total, and enter your code.
    Be sure to hit “Apply” before continuing to checkout!

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  • How do I contact customer service?

    If you need to contact us about an order, warranty issue, Pro Program question, or other reason, please use the Contact Us page and submit your request. 

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  • What is Smith's return policy?

    We want you to be happy with your Smith purchase. We accept product returns for full price online orders within 30 days of the purchase date provided products are unused and in the original packaging. Pro Program orders are not eligible for return at this time.

    If you have a question or concern about the quality or accuracy of your prescription order, please reach out using our Contact Us page before beginning a return. You can use the Standard Customer Request option from the dropdown menu on the Submit a Request Form.

    If you're ready to initiate a return or need more information, locate your account with your order number, email address, and billing zip code on the Login page

    Extended Returns Information: For the 2023 holiday season, items purchased between November 10th and December 24th, 2023 can be returned until January 31, 2024.

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  • Payment Methods

    What methods of payment do you accept?
    You can pay for your order with Visa, MasterCard, Discover Network or American Express. We also accept payment via PayPal for orders placed online.

    When is my credit card charged for my order?
    Your credit card is charged when your order is shipped. If multiple shipments are required to fulfill your order, you will be billed as the items are shipped. Shipping fees, as well as taxes, if applicable, are charged on a pro-rated basis as items are shipped.

    What is Installments with Afterpay?
    Installments with Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest. Check out the Afterpay Payments FAQ

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  • Afterpay

    What is Installments with Afterpay?
    Installments with Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest.

    How do I use Installments with Afterpay?
    Simply shop online and add items to your shopping bag and checkout as normal. At the checkout choose Installments with Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, as usual, returning customers simply log in to make their purchase. It’s that easy!

    Please note that all items in your shopping bag must be eligible for Installments with Afterpay. A minimum purchase amount may apply and you must meet additional eligibility requirements to qualify.

    Where can I use Installments with Afterpay?
    Installments with Afterpay can only be applied to purchases made on website.

    Can I use Installments with Afterpay if I’m an international customer?
    Afterpay is only offered to our customers who have a US billing address, US shipping address, a US Visa or Mastercard (credit or debit card), or American Express and a US mobile phone number. Customers with international billing addresses, shipping addresses, and/or phone numbers will not be able to set up an account with Afterpay.

    How does the payment schedule work?
    All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account.

    You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.

    Where can I find common questions about payments?
    Check out the Afterpay Payments FAQ

    When will my items be delivered if I use Installments with Afterpay?
    Afterpay orders are delivered as per our standard shipping time frame after you complete your order online.

    Visit our shipping page for more information by clicking here.

    Is there a limit to how much I can spend on a single transaction?
    Yes, transaction value limits apply to purchases made on using Installments by Afterpay.

    What products are not eligible for purchase using Installments with Afterpay?
    Afterpay is not available on purchases of gift cards. If you are purchasing gift cards along with Afterpay eligible products, you will need to place two separate orders.

    How do I return or exchange an item purchased using Installments with Afterpay?
    If you have changed your mind, you can return your Afterpay purchase in-store or by mail for a refund. Please check that your return or exchange meets our Return policy here. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase to Afterpay.

    If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support at

    What if I can’t pay an Afterpay installment?
    If funds are not available or you otherwise do not make your payment when it is due, late fees may apply. Click for complete terms.

    What happens if I have a partial refund, and how does that affect my payments?
    Afterpay will be notified once your refund is processed. Your payment plan will be automatically adjusted to reflect the new total order value starting with the last payment and working backward. In the case where a refund amount is larger than 25% of the total order, Afterpay will eliminate the fourth installment payment and apply the remaining amount to your earlier payments.

    Where can I find out more about Afterpay?
    If you would like to know more about Afterpay, visit the Afterpay website for a comprehensive list of FAQs, Installment Agreement as well as Afterpay’s Privacy Policy.

    If you have any questions about your Afterpay account, please contact Afterpay directly via a web form found here.

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