Frequently Asked Questions – SmartGuard Solutions

SmartGuard Solutions is an independent online retailer of genuine Wyze® products. We are not affiliated with, authorized by, or sponsored by Wyze Labs, Inc.

Q. My order didn’t go through. Why did I get charged?

A. Even if your order or payment doesn’t go through, your bank may place a temporary “hold” on funds equal to the amount of your order. This is a check financial institutions make to ensure the account could cover the charge. Your bank will hold these funds temporarily to prepare for a transaction, and the amount will be listed as pending, authorized, or on hold. In these circumstances, you have NOT been charged.

If you do not see “pending” or “authorized” and are concerned that you have been charged for an incomplete transaction, please contact your financial institution. We have no control over how card issuers process pending or failed transactions. If you need any supporting information for a direct inquiry to your card issuer or bank, please contact us.

Q. I want to add, change, or cancel my order.

A. If you need to cancel your order, please contact us as soon as possible. Provide your order number. We try to process and ship orders very quickly, so we may not be able to accommodate your request if your order has already been processed. We are unable to change or cancel orders that have already been shipped.

To request a cancellation or change, email [email protected] or call 1 (206) 389-6649.

Q. What payment methods can I use?

A. wyzeathome.com accepts the following U.S.‑based credit cards:

  • Visa

  • MasterCard

  • American Express

  • Discover

Q. How long will it take for my order to ship?

A. Our goal is to ship orders within one (1) business day after processing. During high‑volume periods, shipments may be delayed by a few days. Please allow additional days in transit for delivery.

We currently ship to all 50 U.S. states and Canada. Orders are not shipped or delivered on weekends or holidays.

For orders shipping to Canada: We charge a flat rate of $20 USD. While this flat rate generally covers customs clearance and duties, Canadian orders may still be subject to additional customs duties or tax fees by the carrier.

Q. Can I get free shipping?

A. Yes. If your order is over $10.00 (pre-tax) , you qualify for free standard shipping within the U.S. With free shipping, your order will be delivered 2–7 business days after all items are ready to ship. Free shipping may be via USPS or UPS, at our discretion.

Orders under $10.00 (pre-tax) have a flat **$2.00** shipping charge (non‑refundable).

Once your order has shipped, we will send you a confirmation email with a tracking number (if UPS delivery is used).

Q. I need to return my products.

A. If you are not 100% satisfied with your purchase, you may return your order for a full refund or exchange within 60 days of the purchase date. Returned items must be new, unused, in the original packaging, and include all accessories, instruction guides, and labels.

  • Domestic return shipping is free (U.S. only).

  • The cost of original shipping is not refundable.

  • This policy applies only to products purchased on wyzeathome.com.

How to return an item

Contact our Customer Service team via phone or email:

  • Phone: 1 (206) 389-6649 (Monday–Friday, 8:00am – 4:30pm PT)

  • Email: [email protected]

Return address:
SmartGuard Solutions Webstore
ATTN: Customer Service Returns
520 Kirkland Way, #208
Kirkland, WA 98033
USA

Once we receive your return, we will either exchange the item (per your request) or issue a credit to your original payment account for the item’s purchase price, including tax (if applicable), but excluding the original shipping charge. Please allow 2–4 weeks for the credit to appear in your account. Returns are processed within 5–10 business days after we receive the item.

Q. What should I do if I received damaged or defective items?

A. If your items arrive damaged or defective, please contact our Customer Service team immediately.

  • Phone: 1 (206) 389-6649 (Monday–Friday, 8:00am – 4:30pm PT)

  • Email: [email protected]

If you request a refund, the original shipping cost will be refunded along with the item cost and sales tax (if applicable). If you request a replacement or exchange (of equal or lesser value), we will ship the new item to you at no additional charge.

Still have questions?

We’re here to help. Contact us Monday–Friday, 8:00am – 4:30pm PT.

SmartGuard Solutions is an independent online retailer and is not affiliated with, authorized by, or sponsored by Wyze Labs, Inc. Wyze® is a registered trademark of Wyze Labs, Inc.