Customer Service

Shipping & Returns

Shipping:

Our current order processing time is 1-2 business days for in-stock merchandising. During this processing time, your online order is transmitted to our fulfillment warehouse, safely packed, and processed for shipment as quickly as possible. Our orders are processed through to the warehouse very quickly, so it is unlikely that we will be able to make any changes to the order once it has been placed. This excludes phantom creates, which cannot be changed or cancelled once they are ordered.

Please note that orders placed after 12:00pm Pacific Time will ship the following business day. This excludes Saturday or Sunday and certain Holidays.  

Orders with express shipping selected (2-day or Next Day) are typically processed and shipped within 1 business day. However, please be aware that '2-Day' and 'Next Day indicates the estimated delivery time after the order has been picked up by the shipping carrier, and does not include the processing time at our fulfillment center.

Returns:

Smith prides itself in providing exemplary Customer Service. Complete customer satisfaction is our foremost goal. If you have any questions or concerns, please do not hesitate to let us know.

For Warranty Information, please visit our Lifetime Warranty Page.

You may return your purchases within 30 days of your purchase date provided they are in new unused condition and the products have the original packaging.

Prescription (Rx) product does not offer any returns or refunds, as the product is customized for each order. For questions on the product, please call the customer service team at 1-888-206-2995.

Returns are processed upon receipt of the products and you can expect a full refund to your credit card 7 to 14 days of our receiving your return. It may take up to 30 days to be visible on your credit card statement.

Customers are responsible for shipping costs unless the product is defective or an error has occurred when filling the order. Please be sure to ship the package with a carrier that can provide tracking and insurance. Smith is not responsible for packages that are damaged during return shipment and if receipt by our receiving department cannot be verified.

Telephone: 1-888-206-2995
E-Mail:  smith@smithoptics.com
Office hours: Monday through Friday, 8:00 am to 5:00 pm, Mountain Standard Time.

When submitting a contact us request, please include the following items in your email (Asterisked items are required):
*First Name:
Last Name:
*Country:
*Zip Code:
*Email Address:
*Message:
Product Model:
Order Number:
Please attach and pictures to this email that would help with your issue.

Factory Returns, Warranty & Repair address:
Smith Returns Department
13 F Street, Freeport Center
Clearfield, Utah 84016

For USPS Use:
Smith Returns Department
PO Box 160464
Clearfield, Utah 84016

RX Warranty address:
Smith
Attn: Prescription Services
13 F Street, Freeport Center
Clearfield, Utah 84016

Payment Methods:
Our currently accepted payment methods include: Visa, Mastercard, American Express, and PayPal.
At this time we do not accept FSA Debit Cards as payment.

SHIPPING AND DELIVERY:

PROCESSES NOTED ON THIS PAGE ARE FOR ECOMMERCE PURCHASES ONLY MADE THROUGH SMITHOPTICS.COM. TO RETURN AN ITEM PURCHASED THROUGH A RETAIL STORE, WILL NEED TO BE RETURNED TO THE STORE WHERE THE ITEM WAS ORIGINALLY PURCHASED.

For complete information about shipping and delivery, please carefully check the applicable provisions of the General Terms and Conditions that you are required to accept in order to complete your purchase (in particular Articles 7 and 8). General Terms and Conditions of Sale and/or contact our customer care service.

Flat-Rate Shipping Costs are as follows:

United Kingdom - 8 GBP
European Union - 16 EUR
Switzerland - 30 CHF
Norway - 300 NOK
Denmark - 130 DKK

Returns – Right of withdrawal:

To process your right of withdrawal, you must make prior contact to our customer service at smitheu@smithoptics.com using the Model Withdrawal Form

For complete information about your right of withdrawal, please carefully check the applicable provisions of the General Terms and Conditions that you are required to accept in order to complete your purchase (in particular Articles 9 and 10). The Client has the right to withdraw from the contract, without specifying any reason, within 14 (fourteen) days of the date when the Product(s) were delivered to the Client (or to any third party authorised by the Client to accept delivery of the Product(s)).

In order to exercise his/her right of withdrawal, the Client must send the following within the term indicated in Article 9.1.:
(i) the attached Model Withdrawal Form, duly filled out and signed; or
(ii) a communication indicating the Client’s intention to exercise the right of withdrawal, including the following information: (a) an indication of the Product with regard to which the Client intends to exercise his/her right of withdrawal and (b) order number.

PLEASE NOTE, AT THIS TIME WE CANNOT PROCESS EXCHANGES. You must process a return and place a new order. We greatly apologize for any inconvenience.

For any questions, please contact Smith Customer Service: smitheu@smithoptics.com

You will be contacted by our customer care service.

Within 14 (fourteen) days of the date when the withdrawal communication was made pursuant to Article 9.2, the Client shall return the purchased Product to Smith by sending the Product to one of the following addresses, to be selected on the basis of country where the Client is domiciled as declared upon submission of the purchase order:

Addresses for commercial returns:

France

Sun Trans International
ATTN: SMITH ECOM RETURN
72 Route De Grenoble - Le Piboula
06670 Colomars

Spain

T.D.B.G. Espana S.A.
ATTN: SMITH ECOM RETURN
C/.De La Mar Roja, 38-40 Finca A-7 08040 Z.Al. Barcelona

Austria

Gebrueder Weiss Gmbh
ATTN: SMITH ECOM RETURN
Alte Poststrasse 376 8055 Graz

Germany

T.D.B.G. Deutschland Gmbh
ATTN: SMITH ECOM RETURN
Logistik Park, Gruber Strasse 70 85586 Poing

United Kingdom

International Forwarding Ltd
ATTN: SMITH ECOM RETURN
Station Road B46 1ht Coleshill, Birmingham

Nordics

On Way Sweden Ab
ATTN: SMITH ECOM RETURN
Rattgatan 15 26151 Landskrona

Italy

DB group
ATTN: SMITH ECOM RETURN
Via Feltrina Sud, 95 31044 Montebelluna

Switzerland

DSV Logistics SA
ATTN: SMITH ECOM RETURN
Via Passeggiata, 24 06828 Balerna

For any questions, please contact Smith Customer Service: smitheu@smithoptics.com