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Smoky Mountain General Store Company

Return Policy

 

UPS/FedEx/USPS Damaged Order:

All of the above shipping options are ground shipments and do not require a signature. If your package was left by one of the above carriers and you discover any damage please contact us at 828-670-1970 or email us at office@smgeneralstore.com. We will be happy to handle your claim, issue a replacement, or create a return. Also if you have any questions or concerns please feel free to contact us. We are here to help!

 

Damaged Shipments on Freight Truck/Semi Deliveries:

It is the customer’s responsibility to inspect all packages for any type of damage at the time of delivery of the freight line.

Open and Inspect each package before you sign the delivery receipt.

Before signing for your common carrier/freight truck/semi-truck delivery, it is important that you thoroughly inspect the package to insure nothing was damaged in transit.

Inspect the boxes for external damage and internal/concealed damage, remove the packaging and inspect the contents for any physical damage in the presence of the delivery driver. If there is physical damage/concealed damage, write “Damaged” on the delivery receipt and refuse the shipment. Contact us at 828-670-1970 or office@smgeneralstore.com. If it is after business hours please leave a message and we will assist you during business hours or you can email us.

Before you accept any Freight products check for damage.

Once you sign the paperwork by the truck line freight company you become the legal owner of the product and we cannot file a damage claim;
you will be responsible for filing a claim.                           

This is a standard by all Trucking Companies and is the standard across all our competition.

Damaged shipments from LTL/Semi-Truck Carriers that you have signed for with must be filled and claimed with the freight carrier.

If you notice concealed damage after the driver has left, keep all the packing, take pictures and call the freight carrier to return and inspect the damage and file a claim.

We are not responsible for damage caused by the freight carrier.

We will be happy to help handle the claim on your behalf once the order has been refused.

Missing Items from Freight Line Shipments:

If any cartons are missing be sure to note this on the freight bill before signing the delivery receipt and contact us via phone or email.

  

Manufacturers Defects: 
If a product appears to have a manufacture's defect, email our Customer Service department for instructions.

office@smgeneralstore.com or call 828-670-1970.

All products needing service that are under warranty must be called or taken to a warranty center listed in your owner’s manual.

Do not return products to us without first contacting us to receive instructions.

If an item is to be returned to us due to manufactures defect, you must first receive a, Return Authorization Number.

No packages will be accepted without a Return Authorization Number written clearly on the package.

*PLEASE NOTE: Customer satisfaction is our top priority.

We want you to be completely satisfied with your purchase.

RETURNS

If you need to return any item, please contact us within 15 days of receipt of your purchase. Items must be returned in new, unused, uninstalled and resalable condition, and in its original packaging.

All returned products are subject to a 25% restocking fee.

A credit will be issued upon proof of return shipping and inspection of the item less a 25% restock fee and any return shipping costs.

Customized orders cannot be returned due to their uniqueness.

Special Order items cannot be canceled once ordered.

Our Customer Service will be happy to assist you with any questions you may have. 
Upon receipt of your return merchandise, credit will be processed to the original credit card charged.

Products refused by the customer or cancelled after the order has been shipped are subject to restocking fee and all shipping charges.

 

Return Merchandise Policy:

Check local codes and ordinances for permitted use of your purchase.

Permission for any return merchandise must be secured from our return department.

You must email the return request to returns@smgeneralstore.com (with RETURN in the subject field)
at which time the return authorization number (RA#) with return instructions will be sent to you.

No packages will be accepted without a Return Authorization Number written clearly on the package.

Products being returned must have a RA# issued before returned.

 Clearance, closeouts, and discontinued items are non-refundable or Returnable.

Products refused by the customer or cancelled after the order has been shipped are subject to restocking fee and all shipping charges. 
All damaged items or items missing parts must be reported within 3 business days of delivery.

Shipping charges (both ways) will not be refunded.

Only un-used items are returnable.

Items that are in un-sellable condition or are missing parts are not returnable.

Items must be returned in their original packaging.

We will not accept items returned after 30 days of the customer receiving the item.

The item must be returned with the following:

• All original contents (product, manuals, instructions, etc.)

• Original packaging

• Original invoice or receipt

 

Once a return is authorized by our return department you should:

Return the item to the address given to you by our return department.

Write the Return Authorization Number clearly on the shipping label.

Keep your shipping records for proof of shipment in the event of loss of returned merchandise.

Returns must be shipped UPS or FedEx. Freight Carrier if needed.

We cannot be held liable for return merchandise that does not reach our return department or is damaged during shipment.

 

We may refund shipping costs only if the return is a result of our error.

You are responsible for all freight charges plus a 25% handling and restocking fee on shipments that are refused or returned with no fault on our part.

We are not responsible for incidental or consequential damages or losses to defective products, errors in shipping your order, or other errors.

The limit of our liability is the replacement cost of any item you purchase from us.


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Smoky Mountain Emporium
Smoky Mountain Emporium Inc
Portable Heating Equipment
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