Q: How long will it take to receive my order?
A: Order processing is 3 - 5 business days and shipping time is an additional 1 - 5 business days depending on your location and
chosen shipping method.
Q: How much is shipping?
A: Our shipping rates are based upon UPS's real time rates. They factor in your destination, shipping method, and weight of your package.
Q: Can I ship to multiple addresses on one order?
A: No, not at this time. Please place one order per shipping address.
Q: Can I ship to a PO Box or APO/FPO?
A: No, unfortunately we are not able to ship to PO Boxes or APO/FPO's.
Q: What is the return policy?
For fundraising group orders: you can return any un-opened buckets/bag sets/boxes within 90 days of delivery for refund. The return delivery costs are the responsibility of the returner. Click here to download our merchandise return form.
For consumer purchases: if you receive any product with a material defect you can return it within 30 days of delivery for refund.
For promotional product/customized orders: all sales are final.
Q: Can I purchase just one scent or specific scents?
A: No, all of our products come to us assorted so we are unable to sell specific scents.
Q: Can I mix the products to make a case?
A: No, we do not offer mixed cases at this time, however, many of our regional distributors do offer mixed cases. To be taken
to our regional distributor map: Click here
Q: Can I use a purchase order?
A: Yes, we accept purchase orders for case quantity orders. We do not accept purchase orders for any orders of less than a case;
these must be prepaid with a check or credit card.
Q: I am purchasing through my school; does this mean it will be tax exempt?
A: We are required to charge sales tax if the order is being shipped to schools within California (the same State that we are in). If you are ordering through a school outside of California (and having the order shipped outside of CA), then we do not charge sales tax.
Q: I’m placing an order on net 30 terms, why do I need to fill out the credit authorization form also?
A: For security purposes we require people ordering on net 30 terms to fill out this additional form. It states that if your invoice is not paid via check or credit card by the due date then we have authorization to charge the credit card placed on file. Furthermore, in the event of non-payment, the form gives us the authority to exercise our legal rights provided by the courts.
Q: How much product should we anticipate selling for our fundraiser?
A: It depends. As a rule of thumb, we recommend starting off with 1 bucket(or 5 bag sets) of product per person selling. Because our products are non-perishable... and returnable to us, you are free to order as much product as you think your group might sell. If you over order, we will take back any un-opened product within 90 days of delivery. If you under order, just let us know and we will send you more.
Q: What stores sell your products?
A: Smencils can be found in Barnes & Noble, Bed Bath & Beyond, Michaels, Target.com, ToysRUs.com, and several independent
gift shops. Please note that not all stores carry stock so please check with your local store for inventory of Smencils or Smens.
Q: I am a retail location and would like to start carrying Smencils; who do I contact?
A: Please contact one our retail distributors. To find their contact information please visit our retail distributor map: click here.
Q: How can I purchase your product if I am not in the United States?
A: We have several distributors located outside of the United States. Visit our World map to find the nearest distributor: click here.
Q: I show a charge on my credit card, but the order was never completed, why did this occur?
A: If you attempted to place an order, but did not complete the process, your bank has placed this money as a pending charge or authorization and it will fall off of your account within 3 business days usually.
Q: My Smencil is stuck in it's tube. How can I get it out?
A: We made a video here demonstrating how to remove stuck Smencils from their tube.