- Customer Service
Shipping & Returns
Smiling Bear ships worldwide from our headquarters in Sydney, Australia.
Service: Australia Post Parcel Service
Cost: $5.95 AUD
How long does it take: 2 – 5 business days
Tracking: Full tracking available through Australia Post
Service: Australia Post Air Mail Service
Cost: $9.95 AUD for Asia Pacific, US and Canada, $14.95 AUD for the Rest of the World (including Europe)
How long does it take: 3 – 10 working days
Tracking: No tracking available
We ship orders Monday to Friday, during normal office hours 9 – 5. We do not operate on Australian public holidays.
You will receive a confirmation email once your order has been placed with us, and again when the order is shipped out to you. If you are ordering from within Australia, your tracking number will be provided in the shipping confirmation email from us.
Once your order has been shipped, it is in the care of the Australian postal service. We are not liable for any errors made by these third party services. For international orders, some countries may charge import duties or other fees. Unfortunately we have no control over this, and you will be responsible to pay any additional fees incurred. You will need to check with your local Customs Authority for specific information about this.
If you have received a faulty product or the wrong item, please contact us here so we can put things right as soon as possible. Once you have made contact we will provide you further more instructions and a return shipping address.
Any returns need to be received by us within 30 days of your Smiling Bear purchase. Unfortunately, we cannot accept returns for older items, or any items that show signs of being used.
You will be given the choice of either a refund for the cost of the item, or a 110% store credit.
Payment & Shopping
Smiling Bear offers a number of payment methods:
• Credit Cards: Visa, MasterCard, American Express
• Gift Cards
All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder. Alternatively, log in to your account to check your order summary.
If you need to change or cancel an order, contact us here and we will try to help you. Please note, we can only change or cancel orders that aren’t already underway.
Safe & Secure Shopping Guarantee
Smiling Bear offers a totally secure online shopping environment. Our store is hosted on a Level 1 PCI compliant network, (the most stringent level of certification available) which is independently audited against stringent PCI security standards every three months. This network is featured on both Visa and Mastercard’s lists pf PCI-compliant providers.
In What Circumstance Do We Collect Personal Information?
All areas of Smilingbear.com can be visited without revealing personal information. Personal information will only be requested in order to provide you with a service, such as a newsletter. With your agreement, the personal information we may collect, might include your name, contact address and email address.
What We Use Your Personal Information For?
Any personal information collected will only be used for the purpose of providing the service.
Protection of Information
Smiling Bear discloses potentially personally-identifying information only to those of its employees and software contractors that
a) need to know that information in order to process it on Smiling Bear Pty Ltd’s behalf or to provide services available on Smilingbear.com website.
b) have agreed not to disclose it to anyone else.
Other than to its employees and contractors, personal information collected will not be shared with any other company or organisation unless required to do so
a) by law.
b) Smiling Bear Pty Ltd believes in good faith that disclosure is reasonably necessary to protect the IP or rights of Smiling Bear Pty Ltd.
Website Usage Tracking
This data helps us to provide the best experience possible for our users. For further information about cookies (including how to set your browser to not accept cookies) visit AllAboutCookies.org
You can set preferences for how Google advertises to you using Google’s Ads Settings. Alternatively you can opt out of third-party vendor’s cookie use by visiting the Network Advertising Initiative opt-out page.
Third Party Websites
Smilingbear.com is intended for use by those who are at least 13 years old and we do not collect or maintain information from those we know are under 13 years old.
Remove or Update Your Information
If you have provided personal information, you can email us to:
a) remove your details from our database and stop the service
b) update your information
Contacting Customer Service
To get in touch please contact us here
PO Box 1116