Customer Service 

Shipping & Delivery
Orders are typically processed and shipped within 1-2 business days. Orders placed after 12pm CST Mon-Fri will be shipped the following business day. We generally use UPS or USPS for standard shipping methods depending on what is ordered and the destination. Once an order is shipped, please allow an additional 2-5 business days for arrival. We will notify you of any exception that may cause a delivery delay within 1 day of your purchase.
The shipping cost for your order can be seen in the shopping cart and during the order review prior to checkout. No post-payment shipping charges will ever be applied. An email confirmation is provided upon shipment of all orders.
Expedited Shipping
Need to rush an order? We offer faster shipping with Overnight and Two-Day delivery options. Expedited orders will typically ship within 24 hours or by the end of the next business day. Most expedited orders placed before 12pm CST Mon-Fri will be shipped the same day. Please note that delivery estimates provided are in business days and do not include weekends (For example, an order placed before noon on Friday with overnight shipping will deliver on Monday).
Orders for Shipment
All prices herein are F.O.B. the customer's nearest Merle B. Smith Co. servicing location. Please refer to our current Delivery Policy for delivery charges and other shipping information. 
Will-Call Orders
Orders placed for will-call are made ready in advance for quicker service at time of customer pick-up. Will-call orders are held for 10 business days from date of order unless the customer has requested a longer hold period at time of order. After 10 business days, will-call orders are returned to stock. A restocking charge may apply. 
Order Acknowledgements
Order acknowledgements are sent to the customer by fax or email once an order has been entered and completed in our system. We kindly request that the order acknowledgement be reviewed for accuracy and completeness and that the servicing Merle B. Smith Co. customer service representative be contacted immediately with any corrections or questions. For special orders, custom colors, non-cancelable and all direct-ship orders; the order acknowledgement must be signed by the customer and returned to us by fax or email before the order will be placed with our vendor. 
Special Orders
All special orders placed require a signed Merle B. Smith Co. order acknowledgement before the merchanise is placed on order with our vendor(s). If the order does not clear our credit department, a 50% deposit or prepayment of the entire order value may be required at time of order. Expected time of shipment and/or arrival will be provided to the customer as soon as it becomes available. This information is subject to several variables, including production scheduling. We endeavor to provide the customer with an accurate expected arrival date wehn first available. Please note: All special orders placed in our will-call for pick-up are invoiced on the day the merchandise is received in our warehouse and the customer then notified the order is available for pick-up. 
Direct-Ship Orders
We welcome special orders for direct shipment from our vendors, providing the vendor accommodates the same. In some cases- due to distribution agreements- we may be unable to have the order ship direct outside of our service area. Please note that minimum order, handling and shipping charges usually apply to direct-ship orders. We will indicate these charges at time of order placement, however, shipping or freight charges may not be available at time of order placement. 
Order Cancellation
An order for stocked inventory may be cancelled prior to pick-up or shipment and will not normally incur a restocking charge. Cancellation of a special order, however, is usually not possible once the order has been processed and shipped. If a vendor does authorize the return of special order merchandise, restocking charges and return freight charges are the responsibility of the customer. If the customer elects to proceed with the return and the accompanying charges, the customer is invoiced for the full amount of the merchandise as if he/she has taken delivery of the order. The invoice will be followed with a credit memo for the same amount as the original invoice, less the restocking and freight charges. Custom colors and other special production orders are non-cancellable once placed with the manufacturer.
Please call us at 844.432.9663 for a return authorization. No merchandise will be accepted for return without prior approval. Select, regularly stocked items may be returned with a 20% restocking charge if the request for return is within 60 days from date of purchase. Items returned must be in good and resalable condition and in their original carton. Due to limited shelf-life - and storage conditions beyond our control- adhesives, liquid latex, seam adhesives and other items affected by freezing temperatures are non-returnable. Credit will be due upon returned product.