FAQ

FAQ

Smooche
13 N Washington St, Ypsilanti, MI 48197

support@smooche.us 

Phone: (734) 315-0888

Small studio. Big answers.

1. How can I contact customer support?

We're a real team in Ypsilanti, Michigan.

📧 support@smooche.us (fastest)
📞 (734) 315-0888

We respond within 1 business day — usually within a few hours.

Support hours: Monday–Friday, 10:00 AM – 6:00 PM Eastern Time

2. Where is Smooche located?

Our studio is at:

13 N Washington St
Ypsilanti, MI 48197
United States

We are not a public retail storefront, but local customers can select Local Pickup at checkout.

3. How long does shipping take?



Shipping type Time
Processing (handling) 1–3 business days
US domestic standard 2–5 business days
US domestic expedited 1–3 business days
International 7–20 business days

During sales or holidays, processing may take 3–5 business days.

4. How can I track my order?

Once your order ships, you will receive a tracking number by email.

Tracking updates may take 24–48 hours to appear. If your tracking says "label created" for more than 3 days, contact us.

5. What is your return policy?

You may return unopened, unused, sealed products within 30 days of delivery.

  • Changed your mind? You pay return shipping.

  • Damaged or wrong item? We pay — free return label.

  • Opened or used cosmetics? Cannot be returned for hygiene and safety reasons.

See our full Refund & Return Policy for details.

6. What happens if my item arrives damaged or incorrect?

We're sorry if that happens — we will make it right.

Email support@smooche.us within 7 days of delivery with:

  • Your order number

  • Clear photos or a short video of the issue

We will send a free replacement or issue a full refund (including original shipping costs).

7. Can I cancel or change my order?

You may cancel or change your order within 6 hours of placing it.

After 6 hours, your order may already be in processing and cannot be changed.

To request a change:
📧 support@smooche.us with URGENT: ORDER CHANGE in the subject line.

8. Do you charge any additional fees or sales tax?

No hidden fees. The price you see at checkout is what you pay, plus:

  • Sales tax — collected for Michigan and other US states where we have nexus (calculated automatically at checkout)

  • International customers only — Your country may charge customs, duties, or VAT. We do not control these fees.

9. Do you offer local pickup?

Yes! We are located at 13 N Washington St, Ypsilanti, MI 48197.

How it works:

  1. Select Local Pickup at checkout

  2. We will email you when your order is ready (typically 1–2 business days)

  3. Bring your order confirmation email and a photo ID

We hold orders for 7 days. After that, the order is refunded (minus 10% restocking fee) or donated.

10. What payment methods do you accept?

We accept:

  • Visa, Mastercard, Amex, Discover, JCB, Diners Club

  • Apple Pay, Google Pay, Shop Pay

  • PayPal

All payments are secure and processed through Stripe, PayPal, or Shopify Payments.

11. What if I have an allergic reaction?

Because everyone's skin is different, we cannot guarantee zero reactions.

If you have a documented allergic reaction:

  • Stop use immediately

  • Contact us within 7 days at support@smooche.us

  • Include photos and a description

We will offer a refund, store credit, or replacement on a case-by-case basis.

Always perform a patch test before full use.

12. Are your products cruelty-free?

Yes. Smooche does not test on animals. We are committed to cruelty-free practices in both our ingredients and finished products.

13. Do you ship internationally?

Yes, to select countries. International shipping costs and delivery estimates are shown at checkout.

Please note: You are responsible for any customs duties, taxes, or import fees imposed by your country. We cannot predict or control these fees.

14. Can I change my shipping address after ordering?

Contact us within 6 hours of placing your order at support@smooche.us.

After 6 hours, we cannot guarantee an address change. If the package is returned to us due to an incorrect address, you will be charged for reshipment.

15. I didn’t receive my order confirmation email. What do I do?

Check your spam or junk folder. If it's not there:

  1. Double-check you entered your email correctly at checkout

  2. Email support@smooche.us with your name and order date

We will resend the confirmation.