Refund policy

At Smart Box Supply, we believe that a good creative experience begins with dependable supplies. Whether you are preparing a sketch, experimenting with the rich texture of oil pastels, or adding fine details with colored pencils, we want your order to arrive in a condition that lets you get straight to creating.

This Return and Refund Policy explains how to request a return, what happens when an item arrives damaged or incorrect, and how refunds are handled.

1. Our Return Window

Customers may request a return of eligible products within 30 calendar days after the order is delivered.

To qualify for a standard change-of-mind return, an item should generally be:

  • Unused and in its original condition.

  • Returned with its original packaging, where reasonably available.

  • Complete, including all components, inserts, accessories, and product materials originally supplied.

  • Free from stains, moisture damage, markings, breakage, or other damage caused after delivery.

A return request must be submitted within the 30-day period. Please contact us before sending any product back so that we can review the request and provide the appropriate return instructions.

This voluntary return period does not limit any rights or remedies that customers may have under applicable consumer protection or warranty laws.

2. Product-Specific Return Guidelines

Because art materials are designed to be handled and used in different ways, the condition of each product matters when assessing a change-of-mind return.

Sketch Paper

Sketch paper intended for a standard change-of-mind return should remain unused, clean, and free from drawings, writing, paint, pastel marks, folds, tears, or other alterations. Paper that has been removed from protective packaging and exposed to moisture, dirt, or handling damage may not qualify for a voluntary return.

If the paper arrives with significant creasing, water damage, missing sheets, or a condition materially different from the product description, please contact us so we can review the issue separately.

Oil Pastels

Oil pastels returned under the standard change-of-mind policy should be unused and in their original condition. Products with broken, heavily handled, smeared, melted, contaminated, or substantially consumed pastel sticks may not qualify for a change-of-mind return.

If an oil pastel set arrives with broken sticks, missing colors, damaged packaging that affects the contents, or another apparent fulfillment issue, please send us a description and photographs.

Colored Pencils

Colored pencils should remain unused and complete for a standard return. Sets with extensively sharpened, broken, marked, or missing pencils may not qualify for a change-of-mind return. Original boxes, trays, and included accessories should be returned when available.

If a set arrives with missing pencils, damaged leads, or a product condition that does not match the listing, please contact our support team.

These condition guidelines apply to voluntary change-of-mind returns only. They do not remove or restrict remedies available for products that are defective, damaged in transit, incorrectly supplied, or not as described.

3. Items That May Not Qualify for a Standard Return

Unless applicable law requires otherwise, the following may be excluded from voluntary change-of-mind returns:

  • Products that have been used, consumed, or materially altered.

  • Sketch paper with drawings, marks, tears, folds, or moisture exposure.

  • Oil pastels that have been used, broken through customer handling, or substantially consumed.

  • Colored pencils that have been sharpened, used, or returned with missing pieces.

  • Products damaged after delivery through improper storage, handling, or use.

  • Items returned without prior authorization when return instructions were required.

We will not use these exclusions to deny a valid claim involving an item that was defective, damaged before or during delivery, incorrectly supplied, or materially different from its description.

4. Damaged, Defective, Missing, or Incorrect Orders

Please inspect your package after delivery. If something is wrong, contact us as soon as reasonably possible at [email protected].

For a faster review, include:

  • Your order number.

  • The name of the affected product.

  • A brief explanation of the issue.

  • Clear photographs of the product and packaging, if the issue can be photographed.

  • The quantity affected, especially when only part of a set or order is involved.

Examples include a paper pack arriving wet or severely creased, an oil pastel set arriving with damaged contents, a colored-pencil set missing listed pieces, or receiving a product different from the one ordered.

After reviewing the information, we may offer an appropriate remedy, which may include a replacement, refund, or another solution permitted by applicable law. We may request additional information when reasonably necessary to understand the issue.

5. How to Request a Return

Please follow these steps:

  1. Email [email protected] with the subject line Return Request – [Order Number].

  2. Tell us which product you wish to return and why.

  3. Provide photographs or other relevant details if the product is damaged, defective, or incorrect.

  4. Wait for our response and return instructions.

  5. If your request is approved, package the product securely and follow the instructions provided.

Please do not send a return to an address other than the one confirmed by our support team. This helps prevent packages from being misdirected or delayed.

6. Return Shipping Costs

For an ordinary change-of-mind return, the customer is generally responsible for the cost of shipping the item back to us.

If the return concerns a product that arrived damaged, defective, incorrect, or materially inconsistent with its description, we will review the circumstances and handle return shipping or other remedies in accordance with applicable law and the resolution offered.

Original outbound shipping charges, if any, will be handled according to the circumstances of the return and applicable legal requirements.

7. Refund Review and Processing

Once an approved return reaches our designated return location, we will inspect the item and confirm whether it meets the applicable return conditions.

If a refund is approved:

  • The refund will generally be issued to the original payment method.

  • The amount will reflect the approved refund and any adjustments required by applicable law.

  • Your bank, card issuer, or payment provider may need additional time to display the credit.

  • If the original payment method is no longer available, contact us so we can discuss an appropriate lawful alternative.

We aim to begin processing approved refunds within 7 business days after the returned item has been received and reviewed. This is an operational target, not a guarantee, and does not replace any refund deadline imposed by law.

8. Exchanges and Replacements

If you received an incorrect or damaged item, contact us before placing another order. Where available and appropriate, we may arrange a replacement or another suitable resolution.

A replacement is subject to product availability. If the same item is unavailable, we will discuss the available options with you.

9. Cancellations

If you need to cancel an order, contact us as soon as possible at [email protected] and include your order number.

We will make reasonable efforts to stop an order that has not entered fulfillment or shipping. Once an order has been processed or handed to a carrier, cancellation may no longer be possible, and the return procedure may apply instead.

Nothing in this section limits rights that customers may have under applicable law, including rights relating to delayed shipments or orders that cannot be fulfilled.

10. Contact Us About a Return

Company: GB, INC.
Store: Smart Box Supply
Email: [email protected]
Return Address:
139 BERWICK LN
MONTGOMERY, TX 77316
United States

Please obtain return confirmation and instructions before mailing a product.

11. Your Legal Rights

This policy describes our voluntary store return process. It is not intended to exclude, restrict, or replace any non-waivable rights or remedies available under federal law or the laws of Texas or another applicable jurisdiction.

If a product does not meet legally required standards, customers may have remedies beyond the voluntary return options described above.