Q: Why haven’t I received any emails from you?
A: Please check your Spam folder or inbox. It happens that sometimes our email mismarked as spam and blocked by users’ email filter system. We suggest you to add our email address to your contact list or address book to avoid missing Email messages from us.
Q: Must I register to order from you?
A: It’s recommended but you don’t have to. SMILEFIGURES supports guest checkout. Registering with SMILEFIGURES, however, allows us to provide you with better support and the whole registering process should take no more than 2 minutes.
Q: I’m interested in business with you, but can I trust you?
A: SMILEFIGURES boasts 100,000+ customers from almost all countries in the world. Among all our customers, 99.9%like us. So yes, SMILEFIGURES is trustable. But you can always do your own research, browsing on Internet checking our happy customers’ experience with us.
Q: What payment methods do you accept?
A: PayPal, T/T (Bank Transfer/Wire Transfer). Please send the following payment details via email after payment, so we can confirm it and prepare your order in advance.
Q: How do I track my orders?
A:Two ways once your goods are sent:
1) Check our automatic email notification; or
2) Sign in to your account and view the tracking code.
Q: How soon will you ship my order after I’ve made my payment?
A:Normally in 2-3 working days.
Q: It’s been so many days!Where’s my order?
A: Sorry for the trouble. Delivery can be affected by weather, customs, policy change and others.If you believe you’ve been waiting for too long, please contact us or your sales representative.
Delivery time for different shipping methods:
|Shipping Method||Delivery Time|
|Swiss Post||12-45 Days|
|Hong Kong Post||12-45 Days|
Q: There’re so many shipping methods. Which one is the best for me?
A: The following is for your reference:
1) Use DHL/UPS/EMS for USA and Canada, Western Europe and Australia, and for some Asian countries including Japan and Singapore.2) Use DHL for South America, Middle East including Qatar, Israel, and some East European countries.3) EMS for most Asian countries including Indonesia and Japan.4) Hong Kong Post for Brazil and Argentina.
Q: Do I need to pay additional bank fee if I pay by T/T (Bank transfer)?
A: SMILEFIGURES would not charge you any fee for bank transfer. But banks would charge bank-to-bank transfer fee.
Say you are paying for an order of $600. The bank will charge $50 for transferring, so it’s altogether $650 you will submit. If you submit only $600, then the payment we receive will be only $550. In that case, we would not be able to send your full order.
As far as we know, if you do oversea bank transfer, there are three types of handling cost involved:
1) Your local bank fee;
2) Oversea bank fee (If the money is not transferred from your bank to our bank directly, customer should be responsible for this inter-bank transfer fee.);3) Our local bank fee ($60 HKD: if your payment exceeds $800 USD, we can cover this fee for you, otherwise you need to add this fee to us.).
Q: Why haven’t I received the order confirmation email/shipping notification message from SMILEFIGURES?
A: If you placed an order as a guest instead of registering with us in the first place, you will not receive it as guest checkout does not require that you provide a contact email address.
If you placed an order with a registered account and still didn’t receive our emails, please check your email trash box and spam folder. If still nothing, please contact our sales related to your order.
Q: Why is my order partially shipped?
A: When some of the items in your order are currently out of stock, we firstly ship the items already in stock to avoid your waiting there. Of course weusually notify you when this happens.
Q: What can I do withdefective items?
A: We need pictures or video to confirm if they are truly defective. After confirmation, you can get a full refund, or ask for sending them again or combining them to the next new order. As compensation, we may give a discount for your next order.
Q: Can I customize items, such as to print our own logo, or to alter the design?
A: Yes, for most products on SMILEFIGURES. Please contact us or your sales representative to check with the details.
Q: I’m interested in certain products but they are not listed on SMILEFIGURES. Since you are a professional supplier, can you source them for me?
A: We would love to. Show us the product images as well as the description. It may take some time.
Q: Can I get a sample for FREE? I will buy more if it’s of good quality.
A: Sorry but we don’t give free samples. You have to pay for them. It’s easy on SMILEFIGURES as we don’t require any minimum order.
Q: I have put an order with SMILEFIGURES. Any discount for me?
A: Buy more and save more, as is the basic rule on SMILEFIGURES. About discount, please refer to Discounts & Coupons.
Q: Can your price be lower?
A: On SMILEFIGURES, the price is generally lowered with the increase of quantity. So yes, the price can be lower but we need to know your order quantity or purchase plan first.
Q: Why”Prohibition on batteries or products with batteries No Battery” for HongKong Post?
A: For safety reasons, HongKong Post rejectsall packages that contain battery. So if your order includes battery, please choose shipping methodsother than Hong Kong Post.