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. Orders are generally processed within 1–3 business days after the order is placed. Orders are processed Monday through Friday, excluding U.S. holidays. During periods of high order volume, processing may take additional time.

Once your order has been processed, it will be shipped using our standard shipping service. You will receive a shipping confirmation email with tracking information when your order has shipped.

Q. How long will delivery take?

A. After your order has shipped, standard delivery generally takes 3–7 business days, depending on the destination and carrier.

For U.S. orders, the estimated total delivery time from the date your order is placed is approximately 4–10 business days, including order processing and transit time.

For Canadian orders, delivery generally takes 5–10 business days after shipment. The total estimated delivery time, including processing, is approximately 6–13 business days.

Delivery times are estimates and may vary depending on the shipping destination, carrier delays, weather, holidays, customs processing, or other circumstances outside our control.

Q. Is shipping free?

A. Yes. We offer free standard shipping on all orders within the United States and Canada. There is no minimum purchase requirement to qualify for free standard shipping.

There are no additional standard shipping charges at checkout for eligible U.S. and Canadian destinations. Any applicable taxes or customs-related charges, if required by local authorities, are separate from shipping charges.

Q. What is the complete shipping timeline?

United States:

  • Order processing: 1–3 business days

  • Transit time: 3–7 business days

  • Estimated total delivery time: 4–10 business days

  • Shipping cost: Free

Canada:

  • Order processing: 1–3 business days

  • Transit time: 5–10 business days

  • Estimated total delivery time: 6–13 business days

  • Shipping cost: Free

Orders are not normally processed or delivered on weekends or U.S. holidays. Once your order has shipped, we will send you a confirmation email with tracking information.

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 original shipping cost is not applicable because standard shipping is free.

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