FAQ

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Shipping

Why does the the SMART Recovery Canada Online Shop only ship to Canada?

The SMART Recovery Canada Online Shop is operated by SMART Recovery® to reduce the shipping/handling, customs, and conversion fees associated with the increasing number of Canadian orders to the International SMART Recovery Online Shop, which were being shipped from the USA. SMART Recovery publications ordered from the Canadian shop (i.e. orders placed on this shop) are shipped from Canada, thereby avoiding these fees.

This shop is intended for those with a Canadian shipping address only, and as such, will not ship to other countries, however, billing addresses outside of Canada are permitted.

No matter your country, there is a SMART Recovery® Online Shop for you:

Those in Australia or New Zealand can only order materials through the SMART Recovery Australia Site (which also sells to NZ).

For Handbook orders in the United Kingdom, please use the UK SMART Recovery Site. For Facilitator Handbook orders in the United Kingdom, contact the UK SMART Recovery Central Office.

For all other countries, including orders for all other publications from the UK, please us the International/USA SMART Recovery Online Shop.

What is your Shipping Policy?

Orders are processed within 3 business days of receipt. The length of time it will take to receive your order depends on the shipping method you choose.

How long will it take for my package to arrive?

That depends on the shipping method you select and the distance your package must travel. An approximate delivery estimate (including a handling time of up to 3 business days) will be shown alongside the respective shipping methods and their prices, in most cases.

What shipping methods do you use?

Depending on the order, we use UPS and/or Canada Post. The shipping options that are available for your order will be displayed in your cart and on the checkout page.

What is your return policy?

If an item is damaged during shipping we will be happy to replace the item for you. If you decide you no longer want the item you ordered it can be returned in like new condition for an item refund. Please email us at: Information@smartrecovery.org to request a MERCHANDISE RETURN FORM. Once the item is received in our fulfillment center with the return form a refund will be issued to the original payment method within 90 days of purchase.


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Billing

What currency do you use?

All prices are displayed in CAD (Canadian Dollars), and all transactions are processed in CAD (Canadian Dollars).

What payment methods do you accept?

We accept PayPal, and the following credit cards: Visa, MasterCard, and American Express (Amex).

Do I need a Canadian billing address?

While we only ship to addresses within Canada, billing addresses can be both inside and outside of Canada.

Why do the prices fluctuate slightly from time to time?

Prices may fluctuate slightly from time to time, to ensure that our Canadian customers receive pricing that is up to date with the current equivalent exchange rates from USD. These changes occur in intervals of weeks or months, and price displayed when you checkout is the amount you will pay.


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Misc

How can I contact SMART Recovery?

Our Mail, Telephone, and Email contact information, along with office hours, are shown on the contact page.

How can I donate to SMART Recovery?

The SMART Recovery® Canada Online Shop does not presently accept donations to SMART Recovery. However, you can still donate through the SMART Recovery donation page (via Credit Card only), or through the International SMART Recovery Online Shop (via PayPal and Credit Card), with several options:

One-Time Donation (Choose Your Donation Amount)
Recurring Donation (Choose Your Donation Frequency & Amount)
As well as an option on checkout to donate a one-time amount at fixed price intervals (e.g. 1, 5, 10, 20, 50, etc., up to $500)

Note: Although similar in appearance, the Canadian & International SMART Recovery Online Shops use separate login systems, so if you have not registered there already, you will have to do so in order to donate via the Shop (in the same way as on the Canadian shop – as part of the purchasing process). You are welcome to use the same login credentials on both shops.

I used to have an account/I have ordered before, why does it say my password is incorrect?

If you have previously purchased from the SMART Recovery Canada Online Shop, and this is your first time returning to the newly redesigned site, you will have to reset your password before you can access your account. Click here to reset your password.

Can I order if I’m not a SMART Recovery Facilitator?

Previously, the SMART Recovery Canada Online Shop was only available to Facilitators. We have recently lifted this restriction, and we are happy to announce that the shop is now open to the public!


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