FAQ
Do I need an account to look around?
No. Browsing and configuring are open to anyone. You need an account to check out, so that the order has an owner who can be delivered to and can follow it afterwards.
Is the 3D model what I am actually buying?
Yes. It is drawn from the configuration you have set, not chosen from a library of photographs, and it redraws on every change. Turning the model before you buy is the cheapest way to catch a dimension you have entered the wrong way round.
Why is there no "request a quote" button?
Because there is nothing to quote. Price is calculated from the configuration while you work, so the number is already on screen.
My order says "unverified". Have I paid?
Possibly, but SmartPart cannot confirm it yet. Returning from the payment page is not proof on its own — the confirmation that counts comes from the payment provider directly, and there is usually a short delay.
If it has not changed after a few minutes, contact support with your order number rather than paying a second time. See Orders and payment.
Can I change an order after placing it?
It depends where the order has got to. While it is being verified there is room to change the items; once a supplier has started work there is not. The order's own page shows what is still available to you.
Can I cancel?
Up to the point where the goods exist and are moving — so through verification, allocation and manufacture, but not once an item is Ready, in transit or delivered. After that a return and refund take the place of a cancellation.
When will I be refunded?
Cancelling records that the goods will not be delivered; the refund is a separate step against the payment, and can be full or partial. Orders and payment has the payment states in full.
Where do I see what stage my order is at?
Account → Purchases, then the order. The stage names are explained in Fulfilment states.
My order has not moved for a while — is something wrong?
Check whether it shows as On hold. That is a deliberate pause — a query, a stock problem, or a request from you — rather than something stuck, and it carries a reason. Anything else that looks stalled is worth raising with support.
Which browsers work?
Any current browser, on desktop, tablet or phone. Configurators draw in 3D, so a device with hardware acceleration will feel smoother, but none of it is optional-extra technology.
Can I read the site in my own language?
If it is one of the five SmartPart currently ships, yes — use the translate button in the menu toolbar. See Languages and tax.