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FAQ


Important Updates Related To COVID-19

General Questions

IS YOUR SITE SAFE?

This site is 100% secure and meets the security standards for transactions like any E-commerce site. The site you visit is on a server in HTTPS (the small green padlock that is on the left side of the URL of this page is there to remind you). Most sites only secure their "shopping basket" and everything related to the payment of orders.

CAN I ORDER SAFELY?

On this site, ALL PAGES are secure and cannot be pirated or cannot be the target of malware. Then, we took the services of the world leader in website protection DigiCert, which keeps watching every second of all the data that pass through this site. Right, it's there, it's watching, and it makes sure nobody tries to hack the system. And finally, regarding the regulation, we use Paypal who are the references in terms of the security of transactions on the Internet. In summary, walking around and ordering on SmartGear Factory is 100% safe and secure.

HOW QUICKLY DO YOU RESPOND TO EMAIL QUERIES?

We answer emails between 1 & 2 business days. 

 Our friendly and well-trained customer service team is at your service. 

 Please remember we will always work hard to process your order as fast as possible and our customer service team will keep you as updated as possible to make your purchasing process as pleasant as possible.

WHERE ARE YOU BASED?

Our main operations are carried in The USA, accompanied by our Support Center in US and Warehouses in US and Asia.

COUPON CODE ISN'T WORKING?

As we already apply discounts and make bundles for our customers, sometimes if a product has already a bundle applied, the discounts code will not work, because they don't cumulate with other promotional offers. Thank you for your understanding.

Payment

WHAT PAYMENT METHODS DO YOU ACCEPT?

We offer safe shopping and accept payment via PayPal, a 100% secure payment gateway, used by companies like Apple, Facebook, Twitter.

Shipping

WHAT IS THE SHIPPING PRICE?

We do not charge shipping costs.

DO YOU SHIP INTERNATIONALLY?

Yes, FREE Worldwide Shipping

HOW LONG WILL IT TAKE TO GET MY ORDER?

It takes 1-2 business days to process the order and 7-15 for shipping.  COVID-19 has affected shipping times worldwide, so we thank you for your patience.

 

DO I NEED TO PAY ANY CUSTOMS?

Due to high demand of some of our products, sometimes it will be shipped from our overseas warehouses directly to you. In the rare event of a customs charge, this will be the responsibility of the customer. ruxhome.com is not responsible for any delay, damage, or additional fees, imposed by customs. 

If you don't pay these local/import customs duties or taxes, then the Product could be returned to our warehouse or possibly destroyed if it is too expensive to return. Please note, if this happens, we may not be able to refund your purchase. You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you are in breach of any laws in any such country.

 

MY ORDER IS ONLY PARTIALLY SHIPPED/ WHY DIDN'T MY ORDER COME ON ONE PACKAGE?

We ship your order from various warehouses (US, Asia). Our stock is spread out over multiple fulfillment centers in order for them to get to you faster. This means order containing multiple items may be shipped individually. You may receive one item before the next. So don't panic if you don't receive all your items at once...they will get to you!

WHEN WILL MY ORDER BE SHIPPED? I HAVE NOT RECEIVED NOTIFICATION.

All orders ship within 2-7 business days of purchase. You will receive notification of shipment within 2-3 days of shipment. If you have not received notification of shipment within one week of your purchase, please contact us.

Order Tracking

HOW DO I TRACK MY ORDER?

We provide the order's tracking code to the email that you filled down when placing your order. This email will also guide you how to track your package. Please, not that the tracking information will be displayed 2-5 days after you receive that email.

MY TRACKING CODE SAYS "PENDING" OR"NO INFORMATION AVAILABLE AT THE MOMENT".

Please contact us: support@ruxhome.com and we will quickly solve this issue.

HOW DO I STAY UPDATED ABOUT MY ORDER TRACKING?

We use Parcel Perform tracking system to track our customer's orders, so whenever the tracking information is updated, you should receive an email.

WHEN WILL MY TRACKING INFORMATION APPEAR?

You should see tracking events within 48-72 hours after you received the tracking number/ID.

I want to change or cancel my order

I ORDERED SOMETHING. BUT I WANT TO CANCEL.

Please note that we are only able to make a change in your order if it has not been fulfilled yet. If you want to change anything in your order, please contact us within 24h after placing your order to arrange an order change. You can do this by emailing support@ruxhome.com with your order number as the subject.

I ORDERED SOMETHING, BUT WANT TO CHANGE THE DELIVERY ADDRESS.

You must contact us within 1 business day of placing the order to arrange an address change. 

You can do this by emailing support@ruxhome.com with your order number as the subject.

I want to change or return my order

MY ORDER ARRIVED, BUT I RECEIVED THE WRONG ITEMS.

Please contact us at support@ruxhome.com and provide us with your order number. If we’re at fault, you can send us back the items and we’ll send you out the correct items at our cost (or issue a refund).

 MY ORDER ARRIVED, BUT I WANT TO RETURN IT.

We want to make your life easier. Please click here and we will check your request ASAP! 

You can always contact us at support@ruxhome.com if you have any other questions. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your return item.

WHEN WILL I RECEIVE MY REFUND?

Refunds will be credited in your original form of payment or store credit. If you paid via credit or debit cards, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned items or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. 

If you haven't received your refund yet, please contact your bank/credit card company. It may take some time before the refund is posted to your account. 

Store credits are available right away and you can use them when placing any order on our website.