Shipping FAQ

Dispatch Times - Black Friday

Black Friday Deals are here! Our team are expericing higher then expected number of orders, and as such our dispatch times are a little longer then usual - 3-5 business days. Rest assured, we have your order, and we are processing them as quickly as possible. If you have any concerns, please reach out to us on hello@smai.com

WE OFFER FREE SHIPPING ON ALL ORDERS OVER $200 TO THE LOWER 48 STATES

Shipping rates for orders under $200.00

We are currently unable to offer shipping to Canada, Alaska, Hawaii or Puerto Rico 

Shipping Package Protection by Corso
SMAI offers the option to select shipping protection insurance at checkout via Corso. This protection offers coverage for damaged goods, lost goods or stolen goods. Not only that, Corso will offset carbon emissions equivalent to the amount generated by your shipment, via their offset program

Make a claim with Corso's expert team if you have an issue, if you have opted for shipping protection on your order.

Important information about bulky deliveries and heavy item delivery
Many of our fitness products are considered bulky or overweight deliveries. Orders with many heavy items, or any individual heavy weights over 60lb - 80lb may be shipped with an LTL service. Where an LTL service is used, your order will be packed and shipped on a pallet for safety and ease of shipment. LTL deliveries require a specialised tail lift truck, and the delivery address will require sufficient space to offload a loaded pallet from the truck. We highly recommend you ship to a business address, or if shipping to a home address, there needs to be sufficient space for a tail lift truck to park and unload. 

LTL deliveries require you to be onsite to accept the delivery. 

Please note, if you miss your LTL delivery appointment, Fedex will charge you a redelivery fee which is non-refundable. Failure to pay the redelivery fee will result in Fedex returning your order to our warehouse, and your order will be refunded to you minus the handling fees and charges that Fedex impose due to the missed LTL delivery appointment. 

Unloaded LTL Deliveries
The courier will deliver your LTL delivery as close as possible to your door, or kerbside which ever is accessible. The driver will not unpack the pallet, or move equipment inside. We suggest having two people ready to receive the delivery and secure it within your premises. Once the order is delivered, it is your responsibility to secure the delivery, and please check the contents within 48 hours. Claims made outside of 48 hours can not be accepted. 

When will my order be dispatched?
We aim to have your order dispatched within 2 business days. Please note, if we choose to ship your order with LTL, please allow an additional 1-2 business days for dispatch. During peak times there may be delays. Our distribution centre is located in Charleston, South Carolina and is closed on weekends and public holidays. If you place an order after 5pm any day, or between Friday evening to Sunday evening, please allow extra processing time as our dispatch team does not work over the weekend or nights. 

How long does delivery take?
Depending on delivery location, between 1 - 5 Business days. We ship with Fedex & XPO. Delivery can vary based on location and shipping option chosen. Our standard ground service maps for Fedex are below: (please note LTL orders will take 1-2 days longer)

Do you ship internationally?
We only ship to continental USA. Contact us for a shipping quote to Canada.  If you would like to purchase from Australia or New Zealand, please go to www.smai.com.au

IMPORTANT:
Please be aware that Import Duties and Taxes may be charged by your local customs authorities. If these charges are not paid at the arrival of the orders, all parcels will automatically be returned to our warehouse. SMAI is not responsible for these related costs. SMAI will not refund you if you do not pay these related costs.

14 day returns

We offer 14 day returns for change of mind or claims against the discrepancies with orders.

To be eligible for a return, your item:

• Must be unused and in the same condition that you received it
• Must be returned within 14 calendar days of receiving the order
• Must be in its original packaging
• Must have the receipt or proof of purchase (please enclose in return)

Items not eligible for return:

• Items on sale / clearance / end of the line

To submit a request for return, please email hello@smai.com

You will be responsible for paying your own shipping/insurance/packing/tracking costs for the return of your item. Please note, our shipping costs are non-refundable.

Should your item not satisfy our returns policy, we will contact you to arrange return of the item back to you. Please note it is your responsibility to pay for all shipping costs associated with the returns.