FAQ

Our current turnaround time can be found in your cart prior to checkout and on your email confirmation, which will be sent after placing your order. Please note that our turnaround time is subject to change. Orders are sometimes subject to delay!

In the contiguous United States, orders that are shipped with ground shipping can take from 1- 10 business days to arrive.

Transit times are longer to destinations outside of the US 48 and require an additional 1-2 weeks for AK, HI, and US territories unless expedited shipping is selected.

Please note: Expedited and ground shipping speeds come into effect after your non-custom order has been processed and/or your custom order is completed. Choosing expedited shipping will not expedite your order's processing time. At this time, we are unable to offer expedited shipping on previously placed orders. We offer rush shipping for US orders only.

Orders that are shipped with expedited shipping will arrive within 3 days after your order departs our fulfillment center.

*Be smart is not responsible for shipping carrier delays and we do not refund shipping if your package happens to be delayed*

We are so sorry! We are finding that shipping and postal carriers around the world are experiencing delays and delays, so your package will most likely arrive within 5 days of being marked as delivered.

If you added Route package protection to your order, you can report the issue through their mobile app (iOS or Android), the Route email you receive after placing your order, or by visiting claims.route.com. Route will provide you with any updates once you submit your claim.

We always recommend adding Route package protection to your order, which you can purchase at checkout. Route is a third-party shipping insurance provider that protects your order during shipping and upon delivery. By adding Route to your order, you will be covered if your package is lost, stolen, or damaged. If an issue does arise, a claim can be filed directly with Route. If you have any questions about Route insurance or your order, please feel free to contact us.

Be smart is not responsible for any package loss or unforeseen issues caused by the carrier at the destination or in transit. We are unable to refund or replace lost packages.

We have partnered with Route, a package protection and tracking solution, to provide our customers with the best delivery experience. Route offers low-cost shipping protection in case your package is lost, stolen, or damaged in transit. Please note that unless you purchase Route, Be smart is not responsible for lost or misplaced packages.

Route is also a mobile app that allows you to visually track all of your online orders in one place. No need to look for tracking numbers in your email. Route's dynamic maps and real-time shipping updates keep you informed at every step of your delivery. The Route app is available for download on the Android and Apple app stores.

If you have purchased Route, you can report issues through their mobile app (iOS or Android), the Route email you receive after placing an order, or by visiting claims.route.com. Route will provide you with any updates once a claim has been submitted.

We are unable to provide refunds for this option after purchasing Route at checkout.

When should I file a claim?

Mark as delivered (stolen)

Claims will be reviewed within 5 calendar days of being marked as delivered and within 15 calendar days of being delivered.
Please note that some order issues may require filing a police report.
For order issues filed on the day the package was marked as delivered, Route may ask you to wait 5 days. Carriers sometimes mark packages delivered prematurely while they are still in transit.
Stuck in Transit (Lost)

For domestic orders, claims will be reviewed within 2 calendar days and within 30 calendar days of the last update. The maximum submission time is 365 days from the order date.
For international orders, claims will be reviewed within 20 calendar days and within 30 calendar days of the last update. The maximum submission time is 365 days from the order date.
Damage

Claims for damaged items require photos of the packaging and the item and must be submitted within 15 calendar days of being marked as delivered.

If your order has not yet shipped, please email support@besmartgear.com and we would be happy to change it for you! 

Please note we are unable to re-route or change an address, once the order has been marked as shipped.

We are currently processing orders from multiple fulfillment locations across the country and we want you to get your Stoney Clover Lane fix wherever you are. Select collections are exclusively available in the United States & US territories. International shipping restrictions for collaborations may vary!

We are unable to ship to PO, APO, or box addresses. 

Any refusal of a shipments will not be refunded.

We do our best to ship all orders following the turnaround time that was posted on your cart page and in your email confirmation at the time of purchase. However, please note that orders are sometimes subject to delay. Stoney Clover Lane is not responsible for shipping carrier delays, and we do not refund shipping if your package is delayed.

We offer rush shipping for US orders only. Orders that are shipped with expedited shipping will arrive within 3 days after your order departs our fulfillment center. 

Please note: Expedited and ground shipping speeds come into effect after your non-custom order has been processed and/or your custom order is completed. Choosing expedited shipping will not expedite your order's processing time. At this time, we are unable to offer expedited shipping on previously placed orders.

We are unable to combine shipping or refund extra shipping costs. Once your order is placed, it is given to our team to be packed and filled. 

All online inquiries can be sent to support@besmartgear.com

One of our team members will respond to you within 48 hours during normal business hours (9am- 5pm, Monday to Friday, excluding holidays).

Please be sure to check your spam and junk folders as our emails will most likely not be recognized.

Once an order has been placed (in store or online), we are unable to modify or cancel the order. We start processing orders immediately after they are placed to ensure they arrive as quickly as possible.

There are no exceptions to this policy.

The placement of your patches can be reviewed, prior to checkout. During checkout, you will be provided with an agreement. Once the agreement is checked off, this will prompt your checkout window. Checking this agreement will confirm that you are aligned with the current shipping times and that you are unable to cancel or change the order.

*Please note Stoney Clover Lane reserves the right to cancel any order that violates any intellectual property or trademark laws including company names and/or profanity.

Some items may be out of stock by the time your order is processed. We apologize if your order or an item from your order was cancelled. Depending on your bank, this refund will show within 5 business days to a full billing cycle!

New items, Sale Items, Gift Cards, and Customization/Monogram Fees are excluded from all codes and promotions.

Discount codes and promotions cannot be applied to previous orders.

Only one discount code can be applied per order.

Any sales or promotional codes are only applicable during the given timeframe and we're unable to adjust any purchases made before or after a sale period. 

We accept all major credit cards and debit cards. All prices on our site are in USD.

All purchases will be charged when the order is placed.

We often see that customers did not receive their confirmations due to typos in the inputed email, during checkout. Please confirm that the email you placed the order with is the correct email. If the email is incorrect, we would be happy to change it for you!

If you did not receive an order confirmation email, your order did not go through and you were not charged.

You may see a pending charge on your statement; this does not mean you have been charged. The pending charge will fall off in 5-7 business days. If you are still experiencing issues please reach out to us at support@besmartgear.com

How do I initiate a return?

1. Use the chat button on our home page to go to Track and Manage My Orders.

2. Find your order and click the relevant Return button. Our team will provide you with a prepaid shipping label following our return guidelines.

What is your return policy?

Items are eligible for return if postmarked within 7 days of delivery. Please ship your item back within 7 days of initial contact so that your return can be processed.

Returns must be unused, in original plastic packaging, labeled, and in original condition. If the item does not follow these guidelines, the return will be rejected.

Original shipping charges are non-refundable and we charge a flat $10 return processing fee. This will be deducted from the amount of your refund. The remaining refund will be credited to your original payment method.

Club Clover points earned on returned items will be deducted from your account. If you used reward points on an order and the order is returned, the rewards will not be refunded to your account.

Once we receive your package, your refund will be processed within 7 business days. Please note that it may take more days for your banking institution to process and reflect in your account.

What are your return restrictions?

International returns are not accepted

We are unable to issue a refund if the package is refused.

Sunglasses must be returned with the soft case, microfiber cloth and plastic packaging.

Pre-order items are made specifically for your order and cannot be returned or exchanged.

Only one return or exchange is allowed per order.

You can find a full list of final sale items here!

*Be smart reserves the right to refuse returns that do not meet our return requirements. This includes, but is not limited to, items that do not meet our return policy; late returns, missing labels or packaging, signs of or if we discover an unreasonable, repeated pattern of returns associated with your account.

If your item develops a manufacturing defect within one year of purchase, we will be happy to work with you to find a solution.

Generally, everyday wear and tear is not considered a defect and is not covered by our warranty.

Missing pearls or shells from patches on pre-owned items, damaged mirrors, and hair accessories are not covered by our warranty and cannot be replaced.

Damage to items caused by sunlight is not covered by our warranty

Our warranty does not apply to patches that are not sewn onto our bags, nor are patches sewn by certified besmart seamstresses.

Items are only covered by the warranty if purchased directly from besmartgear.com or the Be smart TIKTOK store. If you purchased the product from an authorized Be smart boutique, please contact the retailer directly.

Be smart monitors returns to identify possible misuse or abuse of our return policy. We reserve the right to refuse service to anyone

Please ensure that Be smart items, especially transparent bags, are stored in a well-ventilated area away from direct sunlight. Always avoid storing items in closed boxes or exposing them to sunlight for long periods of time, as this may cause damage from moisture and sun exposure. Additionally, it is recommended to keep items away from cosmetics, perfumes, hand sanitizers, oils and greasy substances as they may cause damage.

Please be careful to avoid getting water or any other substance on the item's hardware, such as zippers and zipper tabs, as this may cause permanent stains and wear on the bag. While our bags are designed to withstand regular use, the appearance of the hardware may naturally change over time due to environmental factors and wear and tear.

Please note that transparent materials may become cloudy due to the use of products such as sunscreen, soaps and wipes, as well as in humid and hot conditions. If this occurs, we recommend gently wiping the affected area with a damp cloth. Do not rub vigorously, as this may not be suitable for faux leather or the item's hardware. We recommend not putting the bag in a washing machine.

We follow and are compliant with all Prop 65 and California’s Safe Drinking Water Act guidelines. All of our products are tested during production to ensure the safety of our customers who buy and use our products.

Absolutely! We want you to get your Be smart fix wherever you are. Select collections are exclusively available in the United States & US territories. International shipping restrictions for collaborations may vary.

Be smart is not responsible and we are unable to control/predict the costs of duties, taxes, and other fees placed on international shipments. The shipping carrier will reach out to you directly with your charges, after your package has shipped. Customs clearance procedures can delay packages by up to four weeks.

Taxes and duties will vary based on the country the order is shipping to

We do not allow returns and exchanges on international shipments. Any refusal of a shipment will not be refunded.