FAQ's
The Smooth Generation
These are the Frequently Asked Questions:
Shipping Policy - Click here for Shipping Policy
Click Here - To access our contact form
Q. How do I change or cancel my order?
If your order has not shipped, you must contact us via email at support@thesmoothgeneration.com to cancel your order.
If your order has already shipped, we will not be able to cancel. Thereafter, you can refuse the package once an attempted delivery is made. Otherwise, the sale is final.
Q. How fast does my order ship?
All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. 1-7 business days during holidays. You will receive another notification when your order has shipped
Q. Can I return or exchange an item?
Unfortunately, we do not accept returns or exchanges on items purchased. We cannot accept returns on food products (herbs and teas included) that have been shipped to a customer. This would violate all health and safety regulations and for sanitary reasons. Once an item has shipped, it cannot be returned to us.
If your package arrived damaged you must contact us via email at support@thesmoothgeneration.com
Q. My item was stolen, How can I get a refund?
Unfortunately, we are not responsible for lost or stolen items. All of our shipments are sent via UPS, FedEx, and/or USPS with added insurance. If your package was stolen or not received, a claim must be filed with the carrier to report the issue. The carrier will investigate the issue and address it accordingly.
Q. I gave an incorrect address, Can I get a refund?
We are sorry to inform you, If you provided an incorrect address at checkout, a refund will not be granted. Please ensure that your address is correctly entered before placing your order.
However, your order is marked "returned to sender" by the carrier, we will contact you via email to the same email address provided at checkout. If you’re requesting for your order to re-ship, you must purchase a re-ship fee. If you’d rather not have your order re-shipped, we will issue a refund or credit in the full amount of your order minus the shipping cost.
Q. Do you ship internationally?
We are currently shipping to the following countries:
- UNITED STATES - NATIONWIDE
- Canada - Canada orders can be placed directly with our distributor to avoid international shipping and customs fees. Click Here →
- ALL INTERNATIONAL COUNTRIES, EXCEPT FOR THE FOLLOWING.
Afghanistan
Africa (all countries)
Austria
Brazil
Bulgaria
Costa Rica
Cuba
Denmark
Ecuador
Estonia
Germany
Greece
Iran
Iraq
Israel
Italy
Libya
Luxembourg
Mexico
North Korea
Norway
Peru
Spain
Thailand
Turkey
United Arab Emirates
Shipping rates vary - Shipping charges for your order will be calculated and displayed at checkout. Taxes and duties are not calculated at checkout. (depends on the destination and your country's customs agency).
The Smooth Generation is not responsible for any import duties, taxes, or other charges on orders shipped outside of the United States, nor will it cover or reimburse them. Additionally, once a package has left the United States, we are not responsible for any delays or problems caused by customs, natural occurrences, or transfers from USPS, UPS, AND/OR FEDEX to the local carrier in your country.
Our main carriers are USPS and UPS for International orders.
International shipping rates are calculated by the carrier/s based on your location. We cannot change or manipulate shipping rates/prices/amounts with the carriers.
We DO NOT offer free shipping for international orders.
Q. What happens if my order is "returned to sender"?
Once your order is marked "returned to sender" by the carrier, we will contact you via email to the same email address provided at checkout. If you’re requesting for your order to re-ship, you must purchase a re-ship fee. If you’d rather not have your order re-shipped, we will issue a refund or credit in the full amount of your order minus the shipping cost.
Q. My order has been flagged for fraud check, what does this mean?
Due to the high volumes of fraudulent charges we've encountered in the past, our utmost priority is to ensure the safety and security of both our valued customers and our company. To achieve this, we have implemented robust measures to protect against potentially fraudulent orders.
We rely on a trusted system to thoroughly review and assess every order that enters our system. When an order is flagged, it indicates that certain aspects of the order information have raised suspicion or that the customer's profile exhibits similarities to past fraudulent orders we've encountered.
In most cases, the system may flag an order if it detects disparities between the billing and shipping addresses, or if the name associated with the order differs from the billing information linked to the credit card used for the purchase.
We genuinely appreciate your understanding in our cautious approach to verify these order details. By doing so, we aim to prevent any potential issues, ensuring a secure and pleasant shopping experience for all our customers. Our commitment to your safety and the integrity of our services remains unwavering.
Should you have any questions or concerns about this process or require further clarification, please do not hesitate to reach out. We are here to assist you and provide you with the highest level of service and protection.
Upon receipt of the requested information, we will move forward with shipping your order and will require a signature upon delivery to enhance security.
The top 5 reasons why an order may get flagged as potentially fraudulent are:
- Unusual Purchase Behavior: Orders that deviate significantly from a customer's typical purchasing patterns, such as ordering high-value items when they usually buy lower-value items, can trigger suspicion.
- Billing and Shipping Mismatch: When there are discrepancies between the billing address provided and the shipping address or when the provided information does not match the cardholder's details, it can raise concerns.
- Multiple Failed Payment Attempts: Several unsuccessful payment attempts using different cards or information during checkout may indicate potentially fraudulent activity.
- High-Value Orders: Orders with a notably high total value can be flagged as they present a higher risk if fraudulent.
- Geographical Anomalies: Orders originating from unusual or unexpected geographic locations, especially if they conflict with the customer's historical location data, can raise suspicions of fraud.
Q: How do you ensure the quality of your ingredients?
We rigorously vet our suppliers and conduct thorough quality checks throughout the sourcing and production processes. Our ingredients are tested for purity and potency, ensuring they meet stringent standards before they reach you.
Q: Why have your prices increased?
At The Smooth Generation, we pride ourselves on sourcing the highest quality herbal products from around the world, ensuring we bring you ingredients that are both effective and ethically obtained. Recently, due to increased costs in global sourcing, changes in tariffs, and other economic factors, we have found it necessary to adjust our prices slightly. These changes are vital for us to maintain the level of quality and efficacy you expect from our products. We appreciate your understanding and continued support as we navigate these challenges, striving to continue providing the best natural health solutions.
Q: How should I store my herbal products to ensure their potency?
To maintain the efficacy of our herbal products, store them in a cool, dry place away from direct sunlight. Ensure caps on bottles are tightly closed and packets are securely sealed after each use.
Q: Can I use multiple discount codes on a single order?
Only one discount code can be used per order. If you have multiple codes, please use the one that provides the most benefit for your current purchase.
Q: Are The Smooth Generation products organic?
At The Smooth Generation, we are committed to providing you with the highest quality products. Some of our products are sourced organically, adhering to strict guidelines that ensure they are grown without synthetic fertilizers, pesticides, or genetically modified organisms. However, most of our offerings are wild-crafted, which means they are carefully harvested from their natural, or “wild” habitats. This method supports biodiversity and ensures the plants grow in environments where they naturally thrive, often resulting in a more potent herbal product.
Q: What happened to some of the products that were removed from the website?
At The Smooth Generation, we regularly assess our inventory to ensure we’re offering the most sought-after herbal products while maintaining the highest quality and freshness. Some individual herbs have been removed not because they aren’t effective, but simply because they weren’t as popular among our customers.
We want to prioritize the blends and formulas that people are actively looking for, as well as expand our selection of capsules and upcoming tinctures to make herbal wellness even more convenient. While we are still keeping many key individual herbs, we’ve chosen to streamline our offerings to focus on what our customers buy most often rather than holding excess inventory of less frequently purchased items.
If there’s a specific product you were looking for, feel free to reach out to us at support@thesmoothgeneration.com, and we’ll be happy to assist!
You can contact us with questions at support@thesmoothgeneration.com