FAQ

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Shipping

What if I have not received my order?

Please submit your inquiry no later than 90 days from the date the order was placed contact page.

Be sure to include the Order number, your first & last name and the email address on the order

NOTE: The USPS is not able to track orders more than 90 days old; therefore, these orders will not be eligible for a refund or product replacement

Why can’t residents of Australia and New Zealand order through the USA SMART Recovery Shop?

SMART Recovery USA has a license agreement with SMART Recovery Australia so we are not able to sell our publications to Australia and New Zealand.

You can order materials through the AU site here (which also sells to NZ): https://smartrecoveryaustralia.com.au/resource-manuals/

Why does the Add to Cart button not show for some products for the United Kingdom?

SMART Recovery USA has a license agreement with UK SMART Recovery so we are not able to sell some of our publications to the United Kingdom. Specifically: the SMART Recovery Handbook, the SMART Recovery Facilitator Manual, and the SMART Recovery Family & Friends Facilitator Manual.

You can order the UK SMART Recovery Handbook through the UK site here: http://www.smartrecovery.org.uk/resources/bookshop

For the UK Facilitator Manuals, contact the UK SMART Recovery central office here: http://www.smartrecovery.org.uk/contact/office/

Does SMART Recovery charge a customs/brokerage fee for international orders?

Customs/brokerage fees are charged by either the US Postal Service or UPS (depending which shipper you select when you place your order) on packages shipped outside the US. This fee is not provided to SMART Recovery and we do not have any control over this fee.

What is your Shipping Policy?

Orders are processed within 3 business days of receipt. The length of time it will take to receive your order depends on the shipping method you choose.

How long will it take for my package to arrive?

That depends on the shipping method you select and the distance your package must travel. Please note: Medial mail generally arrives pretty quickly. It can sometimes take 8-10 business days so if you need to have your order arrive by a certain date you may wish to select a faster shipping method.

What is Media Mail and why is it so inexpensive?

Although we ship out all orders according to our same Shipping Policy, USPS places a lower priority on delivering Media Mail orders. This means that you get a lower shipping fee, but may be waiting longer for delivery.
Allow 7 to 10 days for delivery when selecting Media Mail.

What shipping methods do you use?

We use the United States Postal Service (USPS) or FedEx.

 

What is your return policy?

If you decide you no longer want the item you ordered it can be returned in like-new condition for an item refund within 90 days of purchase.  Please email us at: Information@smartrecovery.org to request a MERCHANDISE RETURN FORM.  Once the item is received in our fulfillment center with the return form a refund will be issued, minus the restocking fees, to the original payment method.  To speed up the return process please use a shipping method that provides you with a tracking number.  Send that tracking number toInformation@smartrecovery.org letting us know the order is being returned. 

RESTOCKING FEE:  Effective January 1, 2019 our fulfillment center will begin charging a Restocking Fee on any returned order.  The Restocking fee is $1.50 PER ITEM which will be deducted from the amount of your refund.


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Billing

What currency do you use?

All prices are displayed in USD, and all transactions are processed in USD. Currency conversions are handled by your card issuer or PayPal, and we cannot do anything to affect the exchange rate.

What payment methods do you accept?

We accept PayPal, and the following credit cards: Visa, MasterCard, American Express (Amex), and Discover Card.


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Misc

How can I contact SMART Recovery?

Our Mail, Telephone, and Email contact information, along with office hours, are shown on the contact page.


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