FAQ

UPS Tracking says my package was delivered but I never received it.

What is your privacy policy?

Can I order samples?

Yes, you may purchase samples using our on-line Shopping Bag. Please indicate “one” in the quantity box.

Will I be charged Sales Tax?

If you live in the State of Florida sales tax is 7%, in the State of Illinois (6%) and the State of Maryland (5%) will be added onto the total of your order (including shipping and handling).

What are your shipping policies?

We ship 3-5 days after your order is received due to the busy season.  Most times we ship the same day.  An email will be forwarded to you to confirm shipment at that time, along with a tracking number for your convienence.  We ship UPS Ground, UPS 2nd Day Air, UPS 3rd Day Select, UPS Overnight, UPSP and Priority Mail.  Shipping carrier is our option.

Shipping candles during the months of July and August to very hot States, ie. Texas, Arizona, New Mexico, etc… is your risk. We can not be held responsible for melted candles that have been sitting on a hot truck or were left on your porch by UPS or USPS. Please contact us if you have any questions or need more information.

For orders shipped using USPS, please allow 7-10 days to arrive depending on your location.

There are no shipping options to choose from?

UPS has a maximum weight of 150 per package.  Your order has probably exceeded that amount.  You can either split the order into 2 and order them separatly or your can call us at 239-297-8248 to place your order.

What is your return policy?

Your satisfaction is very important to us. If you are not completely satisfied with your purchase, you may return it within 7 days for a refund or exchange subject to the following exclusions and fees:

Return shipping costs are your responsibility. Shipping costs “TO” and “FROM” are non-refundable.

Shipments refused or returned without authorization is subject to a 20% restocking fee.

You must call or e-mail us for a return authorization. Returns without prior approval/authorization are refused and sent back to you at your cost.

Personalized products (including cookies and candy) CANNOT be returned regardless of how minor the personalization may be. This includes personalized tags, custom printed invitations, engraved products, etc.

Custom Orders cannot be returned (custom order is any item we design, create, personalize or special order specifically for you).

Please note that your refund can take 7-10 days to process before receiving your money.

Shipping candles during the months of July and August to very hot States, ie. Texas, Arizona, New Mexico, Florida etc… is your risk. We can not be held responsible for melted candles that have been sitting on a hot truck or were left on your porch by UPS or USPS. Please contact us if you have any questions or need more information.

Shipping Damages

All damage or shortage claims must be made within 10 days of receiving the merchandise. NO CLAIMS WILL BE ACCEPTED AFTER 10 DAYS so please check your packages once you receive them.

Can I cancel my order?

Please contact us, by phone or by e-mail to cancel your order.  Order cannot be cancelled after they have shipped.  Personalized items cannot be cancelled if already in production.  No exceptions.

Can you tell me more about the cookies

Designer cookies take 1-2 weeks to be bake prior to shipping.

Some have a shelf life of 3 weeks up to 6 months.  Please check the individual listing.

Cookies and personalized items are non-refundable and returnable.

SMC Connection is not liable for allergic reactions or illness.

How long does it take to get my order?

Orders can take approximately 3-5 days to process plus shipping due to the busy season. You have several shipping options available. Shipping is calculated based on the weight of the item and your zip code. The shopping cart will charge shipping based on UPS rates.

Sometimes, we mail certain items USPS.  Depending on your location, this can take 7-10 days.  UPS can take 1-5 days for delivery.

Favors with Personalized Tags

Our array of tags includes three shapes, eight designs, and fifteen colors, which are punched with holes and come with white cotton strings.

Favors with Personalized Tags have a minimum 24 order requirement. If you order no personalized tags, your favors will come with a blank thank you tag shown in the individual pictures.

Personalized Tags have a 5-7 day turnaround and will be shipped separately from your favors via USPS First Class Mail.

How do I track my purchase?

To track a US Postal Servicefollow the link below with the tracking number provided in the e-mail sent to you regarding your shipment.

If you are having trouble tracking your UPS, FedEx, or Airborne package, click one of the links below to go directly to their site:

UPS Tracking says my package was delivered but I never received it.

Once an order has left our facility, it is the responsibility of the shipping company. If you track a package, and the signature information says something like: “Back Door,” Front Door,” “Garage,” or something similar, it means that the package was left without obtaining a signature. Under their own rules and regulations, Federal Express and UPS delivery drivers must always obtain a signature, unless you have left permission to leave packages without a signature, either for this shipment, or for any shipment you received in the past.

If this has happened, there is nothing we can do for you, unless the shipping company is willing to assume responsibility and file a claim for a lost shipment. Fair warning: In most cases, they will only do this if they have no record of you ever leaving instructions to leave a package without a signature. If they agree to file a claim, it can take up to 60 days to settle.

If the shipping company is willing to pay a claim for a lost shipment, then we can replace or refund your order.

Once your order is delivered, with or without a signature, we are not responsible for replacing it, unless the shipping company is willing to reimburse us. Once again, this procedure can take up to 60 days to settle.

What is your privacy policy?

Your privacy is respected. We do not ever send you unsolicited emails – no spam (we don’t like it either). We never sell our customer list. Cookies are used just to make the shopping cart run but no other information is collected or viewed.