SHIPPING & REFUND POLICY
|Accept||Conditions must meet our refund policy below||
Cancellations only accepted if it meets our policy below
|Returns must meet our return policy below.|
Refund may be declined if it does not meet our policy
|Pre-order items have a strict no cancellation policy||Returns can be declined if it does not meet our policy below|
- After your order is received and inspected, we will notify of the approval or reject of the refund in 2-4 business days.
- If approved, you will receive credit automatically applied to your original method of payment. This could take up to 5-7 business days.
- Please contact your bank if there is a delay in processing beyond that period.
- Preorder items have a strict no cancellation policy. This is due to very high demand of our preorder items.
- Our restocking policy is 20% of the total order amount (minus shipping).
Return & Exchange Policy
**IMPORTANT: SM Global Shop allows returns for majority of items within 10 days of receiving your order. Pre-order items have a strict no cancellation policy
We accept order returns/exchanges when:
- Returns/Exchanges must be in original condition they were received in
- Returns will be refunded to the original form of payment, minus shipping fees
- Returns/Exchanges must be sent back within 10 days after RMA is sent out
- SGS is not responsible for any orders that got lost/confiscated by post offices
We don't accept order returns/exchanges when:
- Customized/personalized items
- Items that have been clearly used/damaged by customer
- SGS can refuse exchanges/refunds without discretion if the item doesn't seem to be in the condition it was sent in
We accept order cancellations when:
- Your order has not been shipped yet
- Your order is marked as highly fraudulent
We don't accept order cancellations when:
- Non-defective, correctly shipped item
- Your order contains a pre-order item
- Customer teared off tag, label, or price from the product
- Items are worn or not in the condition they were shipped out
- Any damage made by the customer
- Prices found better elsewhere/change of mind.
**IMPORTANT: Please make sure your address is correct and is in English prior to check-out. Incorrect address information could result in delays.
1. US Standard Parcel Mail (7-10 days)
2. US Priority Mail Parcel (3 days)
3. International: UPS Standard International Mail (10-25 days)
4. International: UPS Priority Mail International (7-20 days)
Order Processing Time
Shipment date does not include processing time.
Processing time generally takes 1-3 days depending on stock and during high demand periods it could take up to 5-7 days.
Here is an info-graphic to compare pre-order and in-stock item's shipping times.
(*IMPORTANT NOTE: Please keep in mind that sometimes tracking can be misleading. The first package scan may be upon arrival at a regional center near your address. This is common when packages are bulk processed by the USPS, FedEx or UPS. The first package scan may not happen until it is successfully delivered to your residence. So, if your tracking is not updating as expected don't panic.)
Tracking information will be sent out after the item has been shipped out. If your tracking number has the character “UM” then it’s not 100% trackable. However, we can assure you that your package is still in transit. The tracking URL will inform you once the package is successfully delivered.
Free Shipping is available for US orders over $100.
1. SGS is not responsible for any custom taxes or fees associated with the packages. By US law, we must list all contents in shipments. Cost for additional customs & taxes vary by country. (Ex. For Europe, any order over 15 EUR ($19.17 USD) will get charged customs fee and orders over 135 EUR (~$150 USD) will be charged an additional import tax.) For more information about custom taxes please contact your local customs tax office.
2. Customer is responsible for packages withheld by local customs office and any customs tax applied for the pick-up. In the case of a returned item due to rejected delivery, customer will be charged the shipping amount + 20% restocking fee.
Unfortunately, we only have access to as much information that is available on the tracking page. The carrier is responsible for any lost mail and we cannot issue any refunds on lost packages. The most we can do is file a case. We apologize for any inconvenience in this regard.
Shipping Address Changes
Once your order ships, we are unable to make any changes to the shipping address. You should still be able to update your address on the USPS website, though. If your package returns to us due to an incorrect address, it will be canceled and refunded and you will be charged a 20% restocking fee.
Delivery delays in your area
For more information on delivery delays worldwide, please contact your local post office to inquire about more information in your area.
Postal Holidays: No mail is processed during national and Postal Holidays. Please factor this into the delivery time when estimating arrival.
- Wednesday, January 1 (New Years Day)
- Monday, January 20 (Martin Luther King Jr. Day)
- Monday, February 17 (President’s Day)
- Monday, May 25 (Memorial Day)
- Friday, July 3 (Independence Day*)
- Monday, September 7 (Labor Day)
- Monday, October 12 (Columbus Day)
- Wednesday, November 11 (Veterans Day)
- Thursday, November 26 (Thanksgiving Day)
- Friday, December 25 (Christmas Day)