Frequently Asked Questions (FAQ)
Welcome to the Smaplies help center. We’ve compiled answers to the most common questions our customers ask about our products, shipping, returns, and more. If you can’t find what you’re looking for, please don’t hesitate to contact our customer support team.
Orders & Shipping
Q: How long does shipping take?
A: We offer express shipping (Not Available) for Not Available and standard shipping (2-4 business days) for FREE within United Kingdom. Orders are processed within 1-3 business days before shipping.
Q: Do you ship internationally?
A: Yes, we ship to many countries worldwide. International shipping rates and delivery times are calculated at checkout based on your location.
Q: How can I track my order?
A: Once your order has been shipped, you’ll receive a confirmation email with tracking information. You can also track your order through our “Track Your Order” page.
Q: Can I change my shipping address after placing an order?
A: If your order hasn’t been processed yet, we may be able to update your shipping address. Please contact our customer service team immediately with your order number.
Q: Do you offer expedited shipping for urgent orders?
A: Yes, our express shipping option (Not Available) for Not Available is available for urgent orders within United Kingdom.
Q: What happens if I’m not home when my package is delivered?
A: Depending on the shipping carrier, they may leave the package at your door, with a neighbor, or at a local pickup point. They might also leave a delivery attempt notice with instructions for rescheduling or pickup.
Q: Can I cancel my order after placing it?
A: Orders can be canceled within 12 hours of placing them via our “Cancel Your Order” page or by contacting our customer service team.
Returns & Refunds
Q: What is your return policy?
A: We offer a 30 days return policy. Items must be in their original condition and packaging, with all tags attached.
Q: How do I start a return?
A: To initiate a return, contact our customer service team at sales@bikezones.shop with your order number and the items you wish to return. We’ll provide you with return instructions and a return authorization number.
Q: Who pays for return shipping?
A: Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect. In such cases, we’ll provide a prepaid return label.
Q: How long does it take to process a refund?
A: Refunds are processed within 5 business days after we receive and inspect the returned item. It may take an additional 3-10 business days for your bank to process the refund to your account.
Q: Can I exchange an item instead of returning it?
A: Yes, we’re happy to offer exchanges for different sizes, colors, or products of equal value. Please contact our customer service team to arrange an exchange.
Q: Do you refund the original shipping costs?
A: Original shipping costs are typically non-refundable unless the return is due to our error (e.g., wrong item shipped, defective product).
Products & Warranty
Q: Do your products come with a warranty?
A: Yes! All our products come with a 2 years warranty that covers manufacturing defects and malfunctions under normal use.
Q: What does the warranty cover?
A: Our 2 years warranty covers manufacturing defects and product malfunctions under normal use. It does not cover damage from misuse, accidents, improper care, or normal wear and tear.
Q: What should I do if I receive a defective item?
A: If you receive a defective item, please contact our support team at sales@bikezones.shop within 48 hours of delivery. Include your order number and clear photos of the defect. We’ll arrange for a replacement or refund.
Q: How do I care for my Kayak products?
A: Each product has specific care instructions included in the packaging. Generally, we recommend following the care label instructions to maintain product quality and longevity.
Q: Are your products tested for quality and safety?
A: Yes, all our products undergo rigorous quality control and safety testing to ensure they meet our high standards before reaching our customers.
Account & Ordering
Q: Do I need an account to make a purchase?
A: No, you can check out as a guest. However, creating an account makes future purchases easier and allows you to track orders and view order history.
Q: How do I create an account?
A: You can create an account by clicking the “Account” icon at the top right of our website and selecting “Register,” or during the checkout process.
Q: How can I check my order status?
A: You can check your order status by logging into your account or by using the “Track Your Order” feature on our website with your order number and email address.
Q: Can I modify my order after it’s placed?
A: Minor modifications might be possible if the order hasn’t been processed yet. Please contact our customer service team immediately with your order number.
Payments & Security
Q: What payment methods do you accept?
A: We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, and Google Pay.
Q: Is my payment information secure?
A: Yes! We use industry-standard SSL encryption to protect your payment information. Your credit card details are never stored on our servers.
Q: Do you offer any financing options?
A: Yes, we offer installment payment options through select payment providers. These options will be visible during checkout if available.
Q: When will my credit card be charged?
A: Your credit card will be authorized when you place your order and charged when your order ships.
Special Orders
Q: Do you offer gift wrapping?
A: Yes, we offer gift wrapping options during checkout for a small additional fee. You can also include a personalized gift message.
Q: Can I place a bulk or wholesale order?
A: Yes, we welcome bulk and wholesale orders. Please contact our sales team at sales@bikezones.shop with your requirements for a custom quote.
Q: Do you offer personalized or custom products?
A: For select items, we do offer customization options. Please check individual product descriptions or contact our customer service team for more information.
Contact & Support
Q: What are your customer service hours?
A: Our customer service team is available Monday through Friday, 9:00 AM to 6:00 PM, and Saturday 10:00 AM to 4:00 PM (local time in United Kingdom).
Q: How can I contact your customer support team?
A: You can reach our customer support team by email at sales@bikezones.shop or by phone at +441634409990. We aim to respond to all inquiries within 24 hours during business days.
If you have any other questions that weren’t answered here, please don’t hesitate to contact us. We’re happy to help!
Last updated: 2025-03-07