Customer Service

› General FAQ's & Information
› Payment Information
› Email Information
› Shipping Information
› Catalog & Retail Store

General FAQ's & Information

Q: What will appear on my Credit Card Statement
A: For security purposes this purchase will appear on your credit card
statement as Smoochee's.

Q: How do I contact Customer Service?
A: You can e-mail your questions to info@smoochees.com , use our contact form, or contact us via phone: (713) 869-6600. We try to respond to all inquiries within 4 hours, and always within 24 hours.

Q: What are your business hours?
A: We are open for business 24 hours a day, 365 days a year. Most phone calls are answered immediately. All emails and voice mails will be responded to in the order received, but no later than 24 hours after receipt.

Q: Is the website the only way I can place an order?
A: No. We can take orders by phone or email as well. Please note phone and email orders do not have the secure functions of our website. When ordering by phone or email, please be sure to know the product numbers of the item(s) you want to order due to many items being similar and we want to provide you with your chosen item(s). Please note that our store front prices and internet prices vary. Online prices are NOT honored at store front.

Q: How do I change or add to my order?
A: Due to the quick processing of our orders, it is best to verify your choices before submitting your order. We will do our best to try and catch your order for a change, however if the original order has already shipped we will be unable to change your order.
If you want additional items added to the order, please place a new order and note in the special instructions field, a previous order was just placed, we will then try to combine the orders in shipping. If the first order has already shipped by the time we receive your change, the additional item(s) will be processed as a new order.

Q: I received an order I did not place, what should I do?
A: Please contact us via phone or email and we will resolve the issue for you.

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Payment Information:

Q: Which Credit Cards Can I use to pay for my order?
A: AMEX, MasterCard, Visa and Discover Cards

Q: When will my credit card be billed?
A: Your card will be billed when you submit your order. Your order will ship within 24 hours. Should any of your item(s) be on back order, your card will be credited for the backorder amount. Once the item(s) has shipped your card will be recharged for the backorder amount.

Q: What happens if my credit card is declined?
A: You will be immediately informed when your card is declined. Verify your billing address on the order matches the billing address for your credit card account, your account number, and expiration date. If these all match properly please contact your card issuing bank or try another credit card.

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Email Information:

Q: Do you rent or sell my email account information?
A: No. Your email address is only used for order and shipping notifications. If you choose to be on our mailing list we will only use your email address for promotional specials, discounts, or new product info.

Q: How do I remove myself from emails other than order\shipping notification?
A: Go to My account and choose unsubscribe from promotional and special emails.

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Shipping Information:

Q: When will my order be shipped?
A: Orders are shipped within 24 hours of receipt (excluding holidays and weekends).

Q: How does Smoochees.com ship?
A: We ship via Fed Ex, UPS or USPS. We will email you with your tracking number upon shipment. If you want your order shipped to a P.O. Box, we must use USPS; however your order can’t be tracked in a timely manner, so we recommend shipping to a street address whenever possible.

Q: Do you ship internationally?
A: Not at this time.

Q: What happens if the item I order is back ordered?
A: Our shopping cart is setup up so you shouldn’t be able to order out of stock items, however on occasion an item you order may not be available due to sudden demand. You will be contacted if any of the item(s) on your order are not immediately available. Items that are in stock will be shipped immediately regardless if you have any back ordered item(s). When the back order or replacement item(s) are shipped, we will pay the shipping charges on the second order.

Q: Will my neighbors and delivery person know I ordered from Smoochees.com?
A: No. All of our boxes are discreetly packaged in a plain box without our business name. The return label will have the return address of 2325 W. Midway, Broomfield, CO 80020, our fulfillment partner.

Q: Where is my order? My card was charged, however my order has not arrived?
A: Begin by tracking your order on-line. If the results of this information are not satisfactory, please contact us and we will be glad to assist.

Q: My package arrived damaged, what do I do?
A: If the exterior of the package is damaged, refuse the shipment. Make it clear you are refusing it due to exterior damage. Please contact us afterwards.

If the package appears to have been opened and re-taped (check the top, bottom and sides), refuse the package. Make it clear you are refusing it because it appears to have been opened and re-taped. Please contact us afterwards.

If the damage is on the inside of the packing box, please contact us.

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Catalog and Retail Store

Q: Can I get a catalog or visit your store?
A: We are strictly an internet business. Our catalog and store are our website, and our entire catalog of products is available to view and purchase online. We offer thousands of products and our website is current and up to date.

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