Customer Service Questions

What are your customer service hours?

Our customer service is open from 9:00AM to 5:30PM EST.

How do I contact you?

You may call our customer service toll-free at 1-888-309-5267, email info@smartresolution.com, or send us a message from our contact page.

What should I do if something is wrong with my order?

Because we offer an 100% guarantee, all you really need to do is contact us and we will offer you the most suitable solution based on your specific scenario. You may submit a ticket here, email us at info@smartresolution.com or call us toll-free at 1-888-309-5267.

Before you elect to return your product, please note that we offer three solutions: replacements, discounts and finally, returns.

Replacements

Under our guarantee, we will replace orders for many reasons:

we made a typo
we sent you the wrong product
we did not send you your full order
you made a mistake during the checkout and did not notice it in the order confirmation
the order arrived damaged
...

Please note that replacements are only covered for orders under $1500 so please do pay extra attention to your order confirmation when your order is over $1500. Our goal is to make online printing easy, safe and efficient so we strive to make your experience with our store a pleasant one. Replacements are processed as priority orders and shipped as soon as possible. Occasionally, we can overnight the replacement order to make up for unnecessary delays encountered on our part. If, however, you do not care for a replacement for whatever reason, we can certainly discount or refund your order.

Discounts

Although we can replace your order or refund your purchase price, you may also elect to keep the order and receive a discount instead.

Reasons to request a partial discount may include:

we sent you triplicate forms but you only need duplicates
we made a typo that you can live with (ex: a word in your term section is misspelled - - as opposed to a misprinted phone number which would most certainly require a replacement)
a portion of the order was damaged
the starting number is wrong

Discounts will vary from 5 to 50% depending on the severity of the issue.

Returns

If you do not have the time or need for us to replace your order, we can certainly take it back. Please note that if your order has shipped, it cannot be cancelled. You will either have to refuse the order or send it back.

PRINTED PRODUCTS: We will usually ask for unused printed pieces for quality-control.

NON PRINTED PRODUCTS: We will almost always ask for unused and non printed pieces back.

Return procedure

Please ship your order back to the address below:

Smart Resolution
Order # _______ Return
PO Box 4668
PMB 83245
New York, NY 10163-4668

Please mention your order number on the box. The purchase price of your order will be refunded to you upon receipt. This excludes any shipping costs incurred, except in the case of an extreme error on our part.

Reporting website issues

If you come across an issue on the website, here is how to report the bug:

Go to help.smartresolution.com
Click on "Submit a Ticket"
Click "Report an Issue"
Follow the prompts and enter the details of the bug in the body of the form
Do include any pertinent details, such as error message, circumstances, ...
Add any attachment files necessary, such as a screenshot
Click "Submit"

As a token of our appreciation, we will reward you with a 10% discount on your future order as part of our effort to keep the website "bug-free".

Can I get my order faster?

Although we can expedite an order AFTER it has been placed, it is not recommended. If you need an order by a certain date, please do mention it in the comments and we will contact you if we anticipate any delays. If you would like to add a rush to an eligible product upon ordering, here are the options available:

Stock products (no printing)

Stock products cannot be rushed.

Customized products (customized during checkout)

SOME items have a production rush. There is a next day rush and same day rush.
Orders need to be in the system before 11am EST.
There is currently no list of items that have this options, so the request must be made on a case-by-case scenario.

Customized checks (customized during checkout)

Customized checks can be rushed.
They would ship the next business day as long as the order gets to production before 5pm EST.
If there is a logo, checks would ship within 48 hours.

Your own design products

If a rush charge is available on a product with your own design, it will ship within 6 business days instead of 9. The proof will be emailed within 1-2 business days instead of 3-4 business days.

Full color products

If the product allows for a rush, it will be specified in the quote and the price will be calculated within the quote.

Did my order ship?

As soon as your tracking number becomes available to us, it will be added to your account information. You may login and check on it anytime, or you may contact us, and we'll be happy to assist you.

How do I cancel my order?

You may cancel your order by phone, email, or by creating a ticket. As long as the order has not been printed or shipped, it will be refunded right away. In any other case, you will have to either refuse delivery or mail the order back for a refund.

How do I get a W-9 from you?

If you need a W-9 form emailed to you for billing purposes, simply submit a ticket here or email us at info@smartresolution.com