FAQS

Q: Can I cancel or modify my order after placing it?

A: We process orders quickly to ensure timely delivery—usually within 1 business day. If you need to cancel, change the shipping address, or adjust items, please contact us immediately at support@smartdawn.com. We can only assist with modifications if the order has not yet been shipped. Once dispatched, cancellations or changes are no longer possible.

Q: Why did my order fail to process?

A: Order processing failures typically occur due to:

• - Payment authorization issues (e.g., insufficient funds, card issuer decline)
• - Incomplete or invalid shipping address (e.g., missing apartment number, incorrect zip code)
• - Technical glitches during checkout

Please verify your payment information and shipping details first. If the problem persists, clear your browser cache or try checking out with a different browser, then contact our support team if needed.

Q: What payment methods does the SmartDawn Shopify store accept?

A: We support multiple secure payment options for U.S. customers, including:

• - Major credit/debit cards (Visa, Mastercard, American Express, Discover)
• - PayPal and PayPal Credit

Q: Are my payment and personal details secure on your Shopify store?

A: Absolutely. We use Shopify’s industry-leading secure checkout system, which encrypts all your payment and personal information with SSL (Secure Sockets Layer) technology. This ensures your data is protected from unauthorized access. We also comply with PCI DSS (Payment Card Industry Data Security Standard) requirements, so you can shop with confidence.

Q: What should I do if my package shows "delivered" but I haven’t received it?

A: First, check your surrounding area (front porch, mailbox, garage, or with neighbors) as couriers often leave packages in secure locations. You can also use the tracking link in your order details to contact the shipping carrier for delivery confirmation. If you still cannot locate the package, please contact us at support@smartdawn.com within 3 business days of the "delivered" status, and we will initiate an investigation with the carrier.

Q: Who is responsible for return shipping costs?

A:

• - Quality-related issues: If the product arrives damaged or has a manufacturing defect, contact us at support@smartdawn.com with photos of the issue. We will provide a prepaid shipping label and cover all return costs.
• - Non-quality-related issues (e.g., change of mind): The buyer is responsible for return shipping fees. Please ensure the product meets our return conditions to avoid rejection.

Q: How long does it take to process a refund?

A: Once we receive and inspect the returned item (usually within 2-3 business days), we will issue a refund to your original payment method. Refunds typically take 3-5 business days to appear in your account, depending on your bank or payment provider’s processing times.

Q: How can I contact SmartDawn customer support for Shopify-related issues?

A: The primary way to reach us is via email at support@smartdawn.com. Our support team operates during U.S. business hours (Monday-Friday, 9:00 AM-5:00 PM EST) and aims to respond to all inquiries within 24 business hours. Please include your order number (if applicable) and detailed description of your issue to help us resolve it efficiently.

Q: Can I get help with order issues via phone?

A: Currently, we primarily offer support via email to ensure we can track and resolve each inquiry thoroughly. If your issue requires urgent attention, please mark your email subject line with "URGENT" and include your order number—we will prioritize your request.