Smartool Delivery, Service and Return Policy

I. Service Response Standards

Smartool implements a hierarchical response mechanism to ensure efficient processing of service requests:

1. Emergency Service Level (Equipment failure causing operational disruption)

• Confirm by phone within 15 minutes after receiving the report.
• Dispatch the nearest technician (expected to arrive at the site within 4 – 48 hours depending on traffic conditions).
• Provide a solution within 24 hours.

2. Standard Service Level (Partial equipment failure but still operational)

• On-site service within 48 hours.
• Complete problem resolution within 72 hours.

3. Preventive Maintenance

• Confirm the service time within 5 working days after online appointment. You can make an appointment through the following website.
• Settle the fees on – site after the service is completed.

II. Scope of Free Services

1. Applicable Areas:

Customers located in the Atlanta metropolitan area or Los Angeles, California, and within a 6 – hour driving distance from the nearest Smartool warehouse enjoy:

• Free delivery, installation, and commissioning.
• Three – year comprehensive warranty (including parts and labor).

2. Charging Rules for Other Areas:

Customers who do not meet the above conditions can choose paid services:

• Freight Calculation: Charged based on the straight – line distance between the customer’s zip code and the nearest warehouse (Atlanta/California) at a standard rate of $3.25 per mile (prepaid).
• Basic Technical Service Fee: $600 per visit (including 2 hours of standard operation).
• Urgent Service: An additional 150% fee (subject to the availability of technicians).

3. Unified Service Commitment:

• All services are performed by Smartool – certified technicians using original factory parts.
• The same three – year warranty is available nationwide (consistent with the terms of the free area).

III. Special Instructions

• Remote Areas (such as Alaska, Hawaii): A customized transportation plan may be required. Please contact the customer service for a pre – assessment of the specific costs.
• Volume Orders (≥10 units): You can apply for an exclusive freight discount. Please contact the business team for a quote.

IV. Return & Refund Policy

❶ Warranty & Returns

✅ 12 – Month Protection

All products include free technical support and defect coverage. Free 30 – day returns for qualifying issues.

❷ Contact Channels

❸ Return Process

Step 1: Initiate Request

✉️ Email requirements to [email protected]:

• Order number & photos/video evidence
• Detailed issue description

Step 2: Authorization

⏱ Receive RMA# within 24 business hours. 📦 Get prepaid shipping label (if qualify for free return).

Step 3: Refund Processing

💳 Refund method matches original payment

❹ Return Eligibility

Free Returns Apply For:

Customer – Covered Returns When:

• ⚠️ Change of mind (15% restocking fee applies)
• ⚠️ User – induced damage (e.g., liquid exposure)
• ⚠️ Missing accessories from opened packages

❺ Shipping Protocols

Return Address (US Hub):

Smartool Returns Center
Attn: Product Returns
30 N Gould St Ste N
Sheridan, WY 82801

📦 Requires prior authorization via support ticket

Cost Responsibility Matrix:

❻ Policy Administration

• ✅ 72 – hour cancellation window for unshipped orders
• ✅ Final interpretations subject to Wyoming commercial law
• ✅ Documented returns processed within 5 business days

V. Need Help?

☎️ Call Center Hours: M – F 8AM – 5PM (MST)

📩 Escalations: [email protected]

Formatted for legal compliance in all 50 U.S. states with:

• ✔︎ Clear refund timelines
• ✔︎ Mobile – responsive tables
• ✔︎ ADA – compliant structure