Order Processing

All orders will be processed within 2 business days after full payment is received. Tracking number will be updated as soon as it's available. If the item you ordered is temporarily out-of-stock, you will be contacted by our customer service representatives. You can choose to wait for restocking or cancel the order. 

Flat Shipping Rates

Shipping Fee is rising due to the influence of COVID-19

Some products are excluded from free shipping

For Other Countries

PayPal, Credit Card

All major credit cards (Visa, Mastercard, American Express, Discover) are accepted through our secure payment processor Authorize.net. It provides top-notch fraud protection for you by screening orders for potential fraud. Please ensure that your billing address matches that of your payment method to avoid delays in order processing. We don’t see your credit card number when paying with a credit card through Authorize.net

Return products you are unsatisfied with

If you are not 100% satisfied with your purchase, you can return your unused items within 15 days to our warehouse for a full refund. Please contact us for return address before sending it back. Please be advised customers are responsible for all return shipping charges.

Wrong Item Received?

If the item you received is completely different from the one you ordered, please contact our Customer Service with photos or videos of the different product. If you'd like to keep it, we will offer a 10% discount for keeping it, and we will send the replacement product to you.

Return defective items

If you received a defective item, you can send the item back in the original package without any wear and tear for a free replacement. However, you will need to provide photos and videos showing the defect(s) of the product.
*NOTE: We strongly recommend obtaining and saving your return tracking number until you are notified that we have completed your refund.*

When will a replacement be sent?

Replacements are treated the same way as that of new orders -- they leave our warehouses within 2 days. If a product needs to be returned for replacement, the replacement is sent after receiving the returned item.

How long does it take for me to get a refund

It may take 1 to 2 weeks for your return to reach our warehouse. Once the item is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 2 days. Please note that depending on your credit card company, it may take additional 2-10 business days after your credit is applied for it to post to your account.

Why did my credit card payment fail?

Payment with credit card may fail because of bank authorization and fraud prevention systems. If you are having trouble making a payment via Credit Card, you may contact your card issuing bank or PayPal directly.

How do I know it is safe to shop with you?

Sainsmart.com takes great pride in offering a safe and secure online shopping experience. The website is served 100% over HTTPS. We also respect your privacy and we're committed to protecting it. All transactions are processed securely by PayPal or Authorize.net's payment gateway. We never save your credit card information in any form. Please see our Privacy Policy here.

Is there any discount for bulk/volume purchases?

Sainsmart provides discounts for bulk/volume purchase. Please fill out the form here for wholesale quotes.

Do you ship internationally?

Yes, we ship to over 80 countries. If you don't see your country as a shipping destination, please contact sale@sainsmart.com for purchasing.

How can I contact sainsmart.com for additional assistance?

Don't hesitate to email our customer service support@sainsmart.com for any questions.

How are warranties handled?

Repairs on defective merchandise are handled by the manufacturers and not by SainSmart, unless otherwise indicated. If any item arrives damaged due to shipping, immediately contact the carrier. Keep all shipping materials and contact us immediately.

How do I change the shipping address or cancel my order?

Please contact customer service immediately by emailing support@sainsmart.com if you need to change the shipping address or cancel your order. Please be advised that some orders are shipped very soon after placement and it will not always be possible to make changes to the shipping address and/or cancel the order.

Do you ship to PO boxes or Military APO/FPO addresses?

Only USPS can ship to both PO Boxes and Military APO/FPO addresses within 2kg item. Please allow additional time for orders shipped to these addresses.*
Express shipping cannot be sent to both PO Boxes and Military APO/FPO addresses.

Why am I unable to track my order?

It can sometimes take 24-48 hours or so for tracking information to update once an order has shipped from our warehouse.
Occasionally, a package may not receive the proper origin and transit scans while on its journey to you, so neither us nor express is able to track the exact location of the package in transit.
Please email us if you do not receive your order by the end of the quoted time frame. Please note that orders shipping via UPS can be delivered as late as 9:00 pm local time in some areas.

Taxes, Customs & Duties

If the package is checked by your country's customs office when the item arrives in their country, most websites declare that customers are responsible for import duties, tariffs, and taxes. But SainSmart will be happy to go fifty-fifty with customers. We value our customers, and we strive to reduce your costs when you shop with us.