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FAQ

GENERAL

Are your products child-safe?

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Yes! All SMART WALLABY products are manufactured using non-toxic materials and paints, and are lab- tested for compliance with all CPSC's children toy standards, including ASTM and CPSIA..

Do you offer a warranty on your products?

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Yes! We offer a 90-day warranty on all of our products, covering manufacturing defects. Click here to read our Warranty Policy.

Do you offer any discounts?

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Yes! We offer a 10% membership discount, a 10% referral discount, and various coupons and sales throughout the year. If you wish be updated on our coupons and sales, please sign up to our mailing list.

I want to place a bulk order. Who do I contact?

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Yes! Please contact us at customer-service@smartwallaby.com with the details for a quote.

I have a specific question about one of your products. Where can I find an answer?

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Best place to start would be the Q&A section at the product's detail page. If you didn't find an answer to your question there, don't hesitate to contact us at:

customer-service@smartwallaby.com

ORDERS

Can I order by phone?

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No. We do not currently offer that service. However, don't hesitate to email us if you're having any difficulties placing an order.

Can I cancel or change my order after it was placed?

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We're trying to ship orders as quickly as possible, so if you need to change or cancel your order, please do it as soon as possible. If your order was already shipped, you'll have to send it back to us once you get it (read our return policy)

Will I be charged for a canceled order?

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If your order was canceled before it was shipped out, you won't be charged. You might see a pending charge for a few business days, however.

Will you send me a confirmation on my order?

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Yes! You will get a confirmation email from us once your payment was approved. If you do not get a confirmation email within 24 hours, please contact us at:

customer-service@smartwallaby.com

What forms of payment do you accept?

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We accept payment via PayPal and credit cards issued by Visa, Mastercard, and American Express.


SHIPPING

Where do you ship to?

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We are currently shipping only within the USA 48 contiguous states, not including PO, APO, FPO and DPO addresses.

I live outside the US, where can I get SMART WALLABY's products?

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You can visit our Amazon.com storefront. Amazon ships our products worldwide and handles country taxes as well.


How much do you charge for shipping?

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We don't! We offer free standard shipping on all our products!

How long will it take for my order to arrive?

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Standard shipping takes 5-7 business days to arrive once payment is confirmed.

*Please keep in mind that during these uncertain COVID-19 pandemic times, shipping duration may take longer than usual due to lack of manpower and transportation. We are doing our best to ship your order out ASAP, but once we do, things are not really up to us. Please be patient, and try and order in advance. Thank you for understanding!

Do you offer gift wrapping?

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We do not offer gift wrapping at the moment.

I've ordered a few items but received only some of them. Why?

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If an order contains more than 1 item, the items might be received in separate shipments. That usually happens when we ship via Amazon, who sends items from different warehouses in order to deliver each item to you as fast as possible. If you didn't get all your items, or if you're missing tracking numbers for all items, please contact us at

customer-service@smartwallaby.com

Seven business days have passed but I didn't get my order. What should I do?

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Please contact us at: customer-service@smartwallaby.com

With your name and order No. We'll check what happened and take care of it promptly.

RETURNS & REFUNDS

Can I return a product I don't want?

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Yes! You may return an unopened, unused and undamaged product within 30 days of purchase. Click here to read our Return Policy.

I got / bought a SMART WALLABY gift. Can it be replaced?

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Yes. You may replace an unopened, unused and undamaged gift within 45 days of receipt for an equal or lesser value product. Click here to read our Gift Exchange Policy.

What will it cost me to return a product?

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If your product is eligible for a refund according to our Return Policy, your only cost would be the return shipping charge.

How long will it take you to refund me on a returned product?

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If your product is eligible for a refund according to our Return Policy, we will issue a refund within 3 business days after we've received your product.

I have received a defective / damaged product! What do I do?

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If there's something wrong with the product you've received, please contact us immediately at: customer-service@smartwallaby.com  with your name and order No., and describe what the problem is. It would make it a lot easier on us to better understand the problem if you could attach a few clear pictures or a short clear video showing it.

We can sometimes offer simple troubleshooting steps to find and fix minor issues. If those won't work, we will resolve the situation to your satisfaction.

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