Shipping & Return Information

Have a shipping question? We have the answer!

If your question is not listed below, please contact us at: [email protected].
Fast, Reliable Shipping:
  • StoreSMART receives Big Freight Savings with FedEx Ground and passes the savings on to you.
  • Same-day Shipping - In stock orders placed by 3 p.m. EST - Monday through Friday (excluding holidays) usually ship the same day.
  • Delivery times are determined by FedEx.
  • Back Order Policy - We inventory thousands of items. Occasionally, a product may be out of stock. If your item is back ordered, we will notify you by phone or email. Your complete order should ship within 3-5 business days.
  • Shipments to the continental U.S. — Orders under 2 pounds are shipped First Class or Priority Mail with delivery confirmation. For heavier packages, we use FedEx Ground. StoreSMART gets Big Freight Savings with FedEx Ground and passes the savings on to you. If your order exceeds FedEx Ground limits, “Common Carrier” will be selected to insure prompt delivery. For heavy, bulky items or equipment, there may be an additional freight charge that will be added to your bill. Also, First Class, Priority Mail, and FedEx lets you track your orders so you can rest easy knowing it’s on it’s way.
  • FedEx will not deliver to P.O. boxes.
  • StoreSMART ships prepaid and will invoice you for the shipping cost.
  • Rush Shipments - You may request FedEx Next Day/Overnight delivery by 8 a.m., 10:30 a.m. or 3 p.m. FedEx 2nd Day delivery is also available.
What is the process of shipping to Canada?
  • Start with placing your order by phone, fax or online.
  • We will e-mail with the shipping cost before shipping your order.
  • All orders ship to Canada via FedEx.
    • Ground
    • Air Economy
    • Priority Overnight
    • Shipments through US Mail may be available
  • Overnight Shipments — Although we can ship Fed Ex Overnight to Canada, we do not want you to be disappointed so please note that there is usually a 24-hour hold at the border.
  • The order needs to be paid for with a MasterCard, Visa, or American Express credit card. It is payable in U.S. dollars only.
  • Customs forms needed to process the order is included.
  • The order total DOES NOT include any taxes (PST, GST, etc.). You are responsible for paying all customs and duty fees. There will be a 6% pass through fee for processing the transaction.
  • All Catalogs and Samples are sent by First Class Mail.
What is the process of shipping to Alaska, Hawaii, or Puerto Rico?
  • Start with placing your order by phone, fax or online.
  • Customers may be required to pay additional shipping fees.
  • We will review your order to determine the most cost effective shipping method:
    • Orders under 2 pounds are shipped First Class or Priority Mail with delivery confirmation.
    • For heavier packages, your order ships Fed Ex / UPS Air: as ground is not available.
What is the process of shipping Internationally?
  • Start with placing your order by phone, fax or online.
  • We will e-mail with the shipping cost before shipping your order.
  • All orders ship Internationally via FedEx or UPS:
    • Ground
    • Air Economy
    • Priority Overnight
  • The order needs to be paid for with a MasterCard, Visa, or American Express credit card. It is payable in U.S. dollars only.
  • The order total DOES NOT include any taxes (PST, GST, etc.). You are responsible for paying all customs and duty fees. There will be a 6% pass through fee for processing the transaction.
What is the return policy?
  • 30-Day Guarantee:
    • Stock items may be returned within 30 days for a refund, if you CALL and speak with a live representative. We will then instruct you on the required process. The customer is responsible for all the shipping charges on returned, cancelled or exchanged orders, unless the return is the result of our error.
    • Custom orders are NOT returnable.
  • Returns and Exchanges:
    • For Returns and Exchanges we must be notified within 30 days of the receipt of your order. Please call 1-800-424-1011 or 585-424-5300.
    • The customer is responsible for shipping charges on returned or cancelled orders.
    • Customer Service will advise you should a restocking fee apply.
  • Incorrect Item Shipped:
    • If you received the incorrect item, StoreSMART will issue a pshipping label free of charge. Call StoreSMART customer service at 1-800-424-1011 for help in obtaining a correct replacement item. Item must be in original package.
Damage in Shipment:
  • Inspect your shipment upon delivery.
  • FedEx is responsible for getting your shipment to you safely.
    • Upon receipt, if you notice or suspect any damage, note so on the delivery papers.
    • DO NOT refuse shipment regardless.
    • If upon opening you find the merchandise damaged due to shipping, call Customer Service at 800-424-1011 immediately.
    • All damage claims MUST be submitted to FedEx within 21 days from delivery date.
    • StoreSMART will not send any replacements or apply credits on damaged orders reported after 21 days from delivery date
Return Shipping Information:
  • Please write Attn: Returns clearly on the outside of the package. Enclose a copy of the Packing Slip.
  • All returns are subject to inspection.
  • We only credit products that are undamaged and in re-sellable condition.
  • Pack the items you are returning into a shipping box and send the package prepaid to:
    • StoreSMART
      Attn: Returns
      180 Metro Park
      Rochester, NY 14623-2666
      •
Copyright Information:
  • StoreSMART: a division of Visual Horizons.
  • All our photographs, artwork and designs from StoreSMART.com and ScrapSMART.com are copyrighted. We encourage you to use them. Please contact us for a licensing agreement.
Payment and Prices:
  • Payment Methods:
    • Payment can be made by check or MasterCard, Visa or American Express.
    • Net 30 credit terms available.
      • You must complete an application for credit.
      • It usually takes 2-4 weeks to process through our credit department.
    • We accept purchase orders from Schools, universities, government agencies, hospitals, libraries etc.
  • Pricing - We continue to receive price alterations from our vendors. Due to shortages in supplies, material costs continue to rise and transportation costs are also increasing. In this volatile marketplace, our pricing has become unpredictable. We apologize for any inconvenience. Thank you for considering StoreSMART and we appreciate your understanding.
Tax Exempt Status for New York State ONLY:
  • Your organization or business may qualify for tax exempt status if:
    • StoreSMART items are used in products your company sells.
    • You are reselling StoreSMART items.
    • Your organization qualifies for tax exempt status (i.e., education, charitable etc.).
    • Tax Exempt Certificate — If you are tax exempt, you must supply StoreSMART with a Sales Tax-Exempt certificate. Please fax your certificate to 585-424-1064. New York State mandates that orders cannot ship tax exempt until we have your certificate on file.
Do you accept purchase orders (P.O.s) from schools, hospitals, or government agencies?