CUSTOMER SERVICE- FAQ'S
Customer Service/FAQ's
Contact
I have a question about my order, who do I talk to?
orders (at) smileitspeak .com
I have a business opportunity or press for PE&K, who do I contact?
info (at) smileitspeak .com
Shipping
When is my order getting here?
Domestic Shipping
We ship via USPS worldwide. Once an order is placed on our website, please allow allow up to 10 business days for delivery.
INTERNATIONAL
(Does NOT account for time spent at customs, border inspection facilities, etc):
- Priority Mail: 4-15 Business Days (APC Postal Logistics, $100 worth of insurance included)
- FedEx Ground: 3-10 Business Days (Only available in Canada, $100 worth of insurance included)
- FedEx International Economy: 3-10 Business Days ($100 worth of insurance included)
- FedEx International Priority: 1-5 Business Days ($100 worth of insurance included)
Any inquiries regarding the exact location of your package should be made to the carrier directly. Our customer service agents only have as much information as can be seen by you through your tracking number.
Who pays the custom fees, taxes, and duties on my order?
All applicable custom fees, taxes, duties, and any other fess are the sole responsibility of the customer. Custom authorities require that we state the value of your order directly on your package this price is calculated by the retail cost. It is at the sole discretion of custom agents to release your package. Note, in rare occasions custom agents may delay delivery of some packages. For more information on customs and duties charges, please contact your local customs office.
I ordered my package close to a holiday, why is it taking so long?
Because USPS takes longer than usual to ship around holidays, be patient.
It is not our fault. It's better to order sooner than later.
If you order around these holidays expect a (possible) longer than usual delivery time:
- New Year’s Day
- Martin Luther King’s Birthday
- Presidents’ Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- The Day After Thanksgiving Day
- Christmas Day
Shipping Email
- I got an email saying my order has been processed, what does this mean?
The shipping confirmation email sent out simply states your order has been processed, this does not mean your order has left the facility. Please keep an eye on your tracking to know when your package has actually left for delivery.
- I still don't know where my package is, what do I do?
If your package has already left our facility and you have questions about it, please contact the carrier that has your package along with your tracking number.
USPS 1-877-747-6249
- My address is to a APO/FPO address, how long does it take to get here?
Shipments to APO/FPO addresses can take up to 4 weeks for delivery. Once the package is handed off to a Military Delivery Partner there is no tracking available.
Returns
**All sales are final.**
I want to return my order and don't want it, what do I do?
Items can only be returned for the following reasons:
- Item delivered was wrong size or wrong item
- Item was damaged upon arrival (must have picture proof and sent within 2 days of delivery)
* We will send return label and pay for re shipping the item to you.
A new USPS tracking # will be sent to you
- Items must be returned within 10 days or receipt
- Returned merchandise must be unworn and unwashed
- Any merchandise purchased on sale or discounted rate can't be returned
- Shipping fees are non refundable
- Email BEFORE sending back
** Any orders returned to sender due to incomplete or incorrect address are refunded with a 25% re-stocking fee and shipping is also not refunded.
Email problems with your order to
orders (at) smileitspeak .com
Once correspondence has been concerning your exchange , we will give you directions on the process of return.
Address:
PE&K Shipping Center
12630 E NW Hwy Suite 301,
Dallas, TX 75228
Restocking Fee
Why am I being charged a restocking fee?
Returns are subject to a minimum 20% restocking fee if the item is found to not be in the same condition as it was when it was initially sent to you. If items shows wear, we will charge you a restocking fee. Items that are washed will result in an automatic cancellation with no exchange or store credit.
or
If your order was returned to us due to incomplete or incorrect address, you will be refunded with a 25% re-stocking fee and shipping is also not refunded.
Sizing
I want to order your shirts, but don't know how it would fit?
Here are the sizing measurements for our shirts, break out the ruler to check out sizing.
* All are in inches
Men's T-shirt
S M L XL XXL
Body Length 28 29 30 31 32
Body Width 18 20 22 24 26
Sleeve Length 8.25 8.63 9.13 9.63 10.25
Problems
- I'm having problems on checkout and not letting me buy.
Keep retrying and make sure everything you typed in is correct.
Paypal is also an easy alternative.
- I made a mistake on my shipping address, what do I do?
We are not responsible for mistakes made on entering the wrong address.
If you did this contact us within 24 hours of placing the order so we can correct the address.
If you do not contact us it may result in the loss of your package or may be sent back to our facility, in which you will have to pay for the reshipping product/products to you.
*Item must be returned in be in our possession before we are able to ship item back to you
If item is lost, we are not responsible to replace your item.
Misc
- I LOVE PE&K and I want to carry it in my store! how can I make this happen?!
Let's talk and see if we can make this happen.
Email info (at) smileitspeak .com
Put "STORE" in Subject Heading
- I want to help spread the word and be part of the street team! How can I be a part of this?