COMPANY INFORMATION

We are available Monday through Friday from 7am until 4pm EST. During the evening and weekend hours, you may leave us a voicemail or email us, and we will get back to you once we return to the office the next business day.

Our office hours are Monday through Friday, however you can reach us anytime by calling 407-704-6740 or emailing us at customerservice@smartliner-usa.com. Please ensure you have your order number available at the time of your contact. If we are unavailable at the time of your contact, we will be sure to get back in touch with you the same or next business day during office hours. Our average response time is within 24 business hours, however, during holiday times it may be slightly longer due to higher volumes.

Our warehouse address, for shipping and returns, is 641 East Crown Point Road, Suite #110 in Ocoee, FL 34761. Please note, that this is only our warehouse location and is not a storefront or retail location. We do not take orders, returns, or customer visits by walk-in or appointment.

PRODUCT INFORMATION

We do offer discounts for Medical Staff, First Responders, Military, Students and Teachers. All are an additional 5% off the listed price. You can access these offers by clicking here: Discounts & Special Offers.

Unfortunately, this item is either out of stock or currently in the final stages of production, but not available to sell quite yet. If you would like to be notified when it is available, you may enter your email address into the in-stock reminder notification tab to the far right of the product listing. Once available, it will send you an email notification.

Currently, the liners are being manufactured in Thailand, China, and India. Our customer service team, design team, office staff, product inventory, and shipping services are all located at our warehouse in central Florida. 

Maxliner and Smartliner are the same product. In 2018, we finalized the process of rebranding from Maxliner to Smartliner.

The liners are made of a rubber and plastic blend (LDPE- Low Density Semi-Flexible Polyethylene). The rubber allows flexibility, whereas the plastic provides the rigidness needed to help the liners maintain their shape and the raised lip edge.

No. Our liners are manufactured to be 100% odorless.

The thickness of the interior liners and the cargo liners average about ¼” to ½”, whereas the bed liners average about ½” to ¾” depending on the location. All liner options contain a raised exterior edge and vary from ½” to 3” depending on the location inside the vehicle.

We recommend regular cleaning to help maintain the longevity of the liners. You may do so by using warm water and a cloth or soft bristle brush. If you have a sticky mess, you may use mild dish soap as well. We do not recommend using any other chemical or solvent cleaners as these abrasive cleaners can damage the surface and quality of the liner. Additionally, please ensure your liners are completely dry before reinstallation. 

SHIPPING INFORMATION

We offer free shipping with FedEx to the contiguous 48 states. Additionally, we do offer shipping options to Alaska, Hawaii, Puerto Rico, and Canada, however, there is a shipping charge, per box, which will be added at checkout.

Our shipping times are Monday through Friday with the last processing time for shipments being at 2pm EST. All orders placed before this time will ship out the same business day. Orders placed after 2pm EST, on weekends or holidays* will ship out the next business day. 

(*Observed Holidays: Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas, and New Year’s Day.)

Our warehouse is located in central Florida and shipments going to addresses within the contiguous 48 states, the average transit time is 1-7 business days. For PO Boxes, Alaskan and Canadian addresses, the average transit time is 7-14 business days. For Puerto Rico and Hawaiian addresses, the average transit time can take up to 25-30 business days. Please note, PO Boxes, Puerto Rican and Hawaiian addresses may experience delays as these shipments are tendered from FedEx to the local postal service which typically experiences slower transit times.

Unfortunately, we do not ship internationally. The only addresses we ship to outside of the contiguous 48 states are: Alaska, Hawaii, Puerto Rico, and Canada. These locations do have an additional shipping charge which will be added at checkout and will take longer than the 1-7 business day transit time.

Please contact us within 48 hours after delivery with the best phone number to reach you so we can open an investigation with FedEx to review the delivery drivers’ route for that delivery date. Additionally, they will request we advise you to check around the home, with family in the home, neighbors who may have taken it in for you, or the front office if you live in an apartment building. Please Note: We do not refund for lost packages, and a replacement of your original order will be sent to the same address on file if Route Protect was added at checkout.

If you purchased multiple sets, or a set of interior liners with a cargo liner, your item likely shipped as a multi-piece shipment. When tracking your shipment on FedEx, it will tell you how many pieces are in your shipment and the associated tracking numbers to each of those packages. Additionally, you may check on your shipping label to see if it shows “1 of 2”, “2 of 4”, “3 of 3”, etc. If you are unable to locate this information, please feel free to contact us here with your name and order number so we can look into this further for you.

If your item was received damaged, please reach out to us within 48hrs of delivery with pictures of the product received so we can file a claim. We do not refund for damaged products; however, a replacement may be reshipped pending claim outcome. If you purchased Route Protect at checkout, please file a claim with the Route here.

If you are missing a piece of your shipment, please contact us within 48hrs of delivery in order for us to file a Missing Items Request with our Customer Service team. Please Note: If you purchased a bundle which included multiple sets or cargo liners, please check your shipping labels to see if it may be part of a multi-piece shipment. The label will indicate 1 of 2, 2 of 2, etc. The second number will indicate how many boxes are in your shipment.

ROUTE PROTECT

oute Protect is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Route Protect can be added during checkout.

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

Purchased Route Protect and looking to file a shipping issue online? File here

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

If your Route protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

Need to file a claim?  File here

Refunds: When refunding an item, Route covers the subtotal of the order if a merchant is not enabled with AIR. Shipping costs and taxes will not be included

If a merchant is enabled with AIR (Shopify and BigCommerce), the customer will receive shipping and taxes in their refund

Route Premium cost will not be refunded. 

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection

Marked As Delivered (Stolen)

Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered 

Please note, some order issues may require a police report to be filed

Stuck In Transit (Lost)

For domestic orders, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date

For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date

Damaged

Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

All of Route’s policies are listed here

Route Protect definitely helps cover these instances! To protect your order against loss or theft, add Route Protect at checkout. 

If your order has not arrived, please file a claim with Route here.

Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout. 

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at customerservice@smartliner-usa.com and we will be happy to work with you to remedy the situation.

If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.

TROUBLESHOOTING

The retention clip/button broke on my liner, do you sell these? We do not sell these, however, if you contact our customer service team by phone or email with your order number and the part number on the underside of the liner they’re missing from we can mail some out for no charge under your warranty. 

RETURN INFORMATION

We offer a 30-day new and unused return policy for all items sold from our website and authorized sellers. The 30-day timeframe starts from the date of delivery.

You may contact us by phone, email or through the Returns Center on our website. If you ordered through Amazon or eBay, we would suggest starting your return through the order history page. 

Return shipping is at the expense of the customer for all returns not attributed to mis-shipment. We do offer discounted return labels which can be requested by phone or email to our customer service team.

If you are having fitment concerns with your product, please reach out with our customer service team by email with your order number, the part number you’re having concerns with, the year/make/model of your vehicle and a well-lit, fully installed image of the liner so we can try to troubleshoot this for you. Please be advised, there may be additional questions or pictures needed once we have this preliminary information.

Yes, you may request a return or exchange up to 30 days after the delivery of the item so long as it is in new and unused condition.

Do you have more questions?

We are available Monday- Friday 7am- 4pm EST. Contact us here, or call us at (407)- 704-6740