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Send a Smile – We Are Now Shipping Worldwide!LEARN MORE

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Customer Service

Customer Service


Shipping & Returns

Smiling Bear ships worldwide from our headquarters in Sydney, Australia.

Australia Shipping
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 

International Shipping
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

Order Processing
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.

Returns
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
• Paypal 
• 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. 

Our website also has a certified Secure Sockets Layer (SSL) meaning that all connections with us via the website are encrypted.
 
When you make a payment to us, we do not have access to your credit card or bank details, and we don't store them during or after the transaction.
 
All this basically means that you can shop with confidence knowing that your payment information and address details are secure at all times.

 

Privacy Policy
This privacy policy explains how we (Smiling Bear Pty Ltd) use any personal information we collect about users.

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
Smilingbear.com uses cookies. A cookie is a small amount of data that is sent to your browser when you access information from the website. We use cookies to track visitor use of the site and which pages are visited and how often.

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

Google Adwords Remarketing: This website uses the Google AdWords remarketing service to advertise on third party websites (including Google) to previous visitors to our site. This could be in the form of an advert on the Google search results page, or a site in the Google Display Network. Third-party vendors, including Google, use cookies to serve ads based on someone’s past visits to the Smiling Bear website. Any data collected will be used in accordance with our own privacy policy and Google’s.

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
Our website does contain links to other websites. This privacy policy only applies to Smilingbear.com so when you link to other websites you should read their own privacy policies.

Children's Privacy
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

Amendments to Our Privacy Policy
Although most changes are likely to be minor, SmilingBear.com may occasionally amend its privacy policy. You are expected to check this page from time to time to take notice of any changes made, as they are binding on you. Your continued use of this site after any change in this privacy policy will constitute your acceptance of such change.

For any other enquiries regarding our privacy policy please contact us below. 

 

Contacting Customer Service
To get in touch please contact us here

Our Address
PO Box 1116
Manly 2095
Sydney
Australia