FAQs

General Questions

Is your site safe?

This site is 100% secure and meets the security standards for transactions like any E-commerce site. The site you visit is on a server in HTTPS (the small green padlock that is on the left side of the URL of this page is there to remind you). Most sites only secure their “shopping basket” and everything related to the payment of orders.

Can I order safely?

On this site, ALL PAGES are secure and cannot be pirated or cannot be the target of malware. Then, we took the services of the world leader in website protection DigiCert, which keeps watching every second on all the data that pass through this site. Right, it’s there, it’s watching, and it makes sure nobody tries to hack the system. And finally, regarding the regulation, we use Paypal and Stripe who are the references in terms of security of transactions on the Internet. In summary, walking around and ordering on SmartGear Factory is 100% safe and secure.

How quickly do you respond to email queries?

We answer emails between 1 & 2 business days.
Our friendly and well-trained customer service team is at your service.
Please remember we will always work hard to process your order as fast as possible and our customer service team will keep you as updated as possible to make your purchasing process as pleasant as possible.

Where are you based?

Our main operations are carried in France, European Union, accompanied by our Support Center in US and Warehouses in US and Asia.

Coupon code isn't working

As we already apply discounts and make bundles for our customers, sometimes if a product has already a bundle applied, the discount code will not work as they don’t cumulate with other promotional offers.
Thank you for your understanding!

Before you place an order

Payment

What type of payments do you accept?

We offer safe shopping and accept payment via credit/debit cards (Visa, Mastercard, American Express, Discover) and PayPal. Our payment provider is Stripe, a 100% secure payment gateway, used by companies like Apple, Facebook, Twitter.

Shipping

What is the shipping price?

As we carefully curate our sources, each shipping rates are as shown in the product page.
We do propose a FREE Shipping Worldwide please read the Shipping Guide

Do you ship internationally?

Yes, please find the countries we ship to:
United States, United Kingdom, Canada, Australia, New Zealand, Mexico, Singapore, Malaysia, Taiwan, France, Germany, Belgium, Luxembourg, Spain, Ireland, Netherlands, Sweden, Norway, Finland, Italy, Austria, Poland, Greece.

If you don’t find your destination country on this list, please contact us at [email protected]

How long will it take to get my order?

Standard Shipping:

  • USA: 7-15 Business Days
  • Canada: 7-15 Business Days
  • Europe: 10-18 Business Days
  • Australia: 10-25 Business Days
  • Hong Kong: 3-6 Business Days
  • Rest Of The World: 10-28 Business Days
Do I need to pay any customs?

Due to high demand of some of our products, sometimes it will be shipped from our overseas warehouses directly to you. In the rare event of a custom charge, this will be the responsibility of the customer. RehackJo is not responsible for any delay, damage, or additional fees, imposed by customs.
If you don’t pay these local/import custom duties or taxes, then the Product could be returned to RehackJo or possibly destroyed if it is too expensive to return. Please note, if this happens, we may not be able to refund your purchase. You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you are in breach of any laws in any such country.

Why didn't my order come in one package?

We ship your order from various warehouses (US, Asia). Our stock is spread out over multiple fulfillment centers in order for them to get to you faster. This means order containing multiple items may be shipped individually. You may receive one item before the next. So don’t panic if you don’t receive all your items at once…they will get to you!

When will my order be shipped? I have not received notification.

All orders ship within 3 business days of purchase.  You will receive notification of shipment within 3 to 5 days of shipment.  If you have not received notification of shipment within one week of your purchase, please contact us.

After you place an order

Order status

Accordion Panel

Your order is being processed and the order’s tracking number is pending. We usually fulfil the orders and send our customers the tracking number when the order’s tracking number is submitted to the Postal System, which takes 5-7 days after the order is already shipped.

Accordion Panel

That means your order has been shipped.

It's been too long, where is my order?

Please check your order’s tracking for more information.

If the problem remains please email us: s[email protected]

Order Tracking

How do I track my order?

To track your order please enter your Order ID in the box below and press the "Track" button. This was given to you on your receipt and in the confirmation email you should have received.

How do I stay updated about my order tracking?

We use 3rd party tracking system to track our customers orders, so whenever the tracking information is updated, you should receive an email.

When will my tracking information appear?

You should see tracking events within 48-72 hours after you received the tracking number/ID.

I want to change or cancel my order

I ordered something, but I want to cancel

Please note that we are only able to make a change on your order if it has not been processed yet. If you want to change anything in your order, please contact us within 2 hours after placing your order to arrange an order change.

You can do this by emailing [email protected] with your order number as the subject.

I ordered something, but want to change the delivery address

You must contact us within 1 business day of placing the order to arrange an address change.
You can do this by emailing [email protected] with your order number as the subject.

After you receive an order

I want to change or return my order

My order arrived, but I received the wrong items

Please contact us at [email protected] and provide us with your order number. If we’re at fault, you can send us back the items and we’ll send you out the correct items at our cost (or issue a refund).

My order arrived, but I want to return it.

We want to make your life easier. Please contact us at [email protected] and our team will help you out! If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your return item.

Returned product should be in the same condition as received. A refund of your product will appear within 10-15 business days after our location has processed your shipment. Please note that at this time, the customer is responsible for the cost of shipping back to our US/Canadian location.

When will I receive my refund?

Refunds will be credited in your original form of payment or store credit. If you paid via credit or debit cards, refunds will be sent to the card-issuing bank withing 7-10 business days of receipt of the returned items or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.