Returns & Refusals: What You Need to Know

If you refuse a package upon delivery: 
We can issue a credit once the product is returned, minus a 15% restocking fee. To process the credit, we’ll need your PO number or order number, as well as the reason the shipment was refused.

If you ordered the wrong product:
If you realize the mistake after the order has already shipped, you’ll need to return the item at your own expense. Before sending anything back, please contact us so we can provide an RMA (Return Merchandise Authorization) number. This number ensures your return is accepted by our warehouse. Without it, our shipping department cannot identify the return or notify Customer Service. Once your return is received and processed, we’ll issue a credit and send confirmation to the email you used for your original purchase.

Return Address:
Smithers Oasis
RMA # ________
919 Marvin St.
Kent, OH 44240

If the issue is our mistake:
If the problem was caused by us, such as a shipping error or order entry error, we’ll take care of everything. We will provide an RMA number and arrange return shipping. A credit will be issued once the product arrives back to us.

If your order arrived damaged:
We will file a claim with the carrier. To start the process, we’ll need: 
Photos of the damaged items
Your order number
Your PO number (if applicable)

If you’ve already returned products: Please provide the related order number or PO number, along with any information you have about why the items were returned.

Please note: we do not provide return boxes.
Important: Please do not return items using USPS. We are currently unable to accept USPS deliveries.
Returns/Refunds Process must be initiated within 30 days of receipt.

If you have any other questions or need assistance, we’re here to help!