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Welcome to our Customer Support

If you wish to get in touch with us please send an email to: shop@smartshake.com, we will answer all inquiries by e-mail in order to give our customers the quickest service possible.

You can also contact us via telephone: +46 21 444 10 90. Our Customer Service is available Monday through Friday 08:00 to 16:30. You can also find reply to the most common questions under the FAQ section at the foot of the page.

Prices and payment methods

All of our prices are listed including tax. At checkout, you can see the final price including tax, shipping cost and any discounts.

Ordering and paying at Herobility is safe and easy. These are the payment methods we offer:

Klarna Faktura (only available in Sweden)

If you don’t want to pay with your card or online bank, you can choose to receive an invoice through Klarna.

Card Payment

You can always feel safe shopping at Herobility. We work with Stripe, one of the world’s leading providers of online payment services. We accept VISA, MasterCard and American Express. Stripe guarantees a fast and secure payment, over a safe, SSL-certified encrypted connection.

PayPal

Pay quickly and safely by using PayPal. You can choose to pay from your PayPal balance, or through a debit or credit card associated with your PayPal account. The recipient of your payment will never see your credit card number or banking details.

 

Each completed and approved order will automatically generate an order confirmation. The most common reason for not receiving an order confirmation is accidentally entering an incorrect email address, or the confirmation automatically being sorted into the Spam folder.

Shipping and delivery

At Smartshake, you always have the option of free shipping when your purchase exceeds 500 SEK/€49/$49 or equivalent. Please note that local postal service providers may have limited opportunities for delivery, affecting your shipping time. Below, you’ll find a list of the shipping methods that Smartshake provides. Please note that beyond the shipping time listed here, another 1-2 days might be added in your delivery time to allow for our storage facility to prepare your order. All delivery times are listed in standard working days.

  • Inside of Sweden, all packages are sent with PostNord (1-5 days).
  • Inside of the United States of America, all packages are sent with USPS (1-7 days).
  • Outside of Sweden and the United States, we offer the following options. Delivery times may vary outside of Europe.
    • DHL Economy (4-6 days)
    • DHL Express (2-4 days)
    • DHL Global Mail (10-25 days) Not trackable.

As soon as your order leaves our storage facility, you will receive a confirmation email, containing a tracking link (if applicable). Each completed and approved order will automatically generate an order confirmation. The most common reason for not receiving an order confirmation is accidentally entering an incorrect email address, or the confirmation automatically being sorted into the Spam folder.

Important note: Remember to retrieve your package in time. if the package returns to us as an uncollected order, we reserve the right to send you an invoice of 250 SEK to cover fees and administrative costs.

When delivering outside of the European Union, the customer is responsible for any costs added to the order upon entry in the country, such as customs and VAT.

Returns

You have the right to return your purchase until 14 days after receiving your order, provided you have not used the product and that it is returned in an undamaged condition. When returning the product you must provide the cost of shipping. You may choose a method of shipping of your choice, or email shop@smartshake.com to receive a return form for 50 SEK (only valid in Sweden), regardless of the size or weight of the package. The cost of the return form will be subtracted from the value of the order in your refund.

If you’re shopping from a country other than Sweden, you must pay the cost of shipping yourself in case of returns or exchanges, with the exception of misdeliveries or any damages upon delivery.

When handling returns, we apply the Swedish Consumer Sales Act of Sweden.

If you want to return your order, first send and email to shop@smartshake.com including the word “return” in the subject line, describing what you want to return. Place a note with your order number, your name, and reason for returning in the package and send it to:

 

Smartshake AB
Slottsgatan 27
SE-722 11 Västerås
Sweden

 

When we have received your return and it is approved, the money will be returned to your account as soon as possible.