Frequently Asked Questions
Our Most Commonly Asked Questions
We've compiled answers to the most common queries our customers have about our products, ordering process, shipping, and more. Whether you're a first-time buyer or a returning customer, this comprehensive guide is designed to provide quick, clear information to enhance your experience.
What are the company’s hours?
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.
How can I contact SMARTLINER?
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 have your order number available. If we are unavailable, we’ll get back to you the same or next business day during office hours. Average response time is within 24 business hours, though during holiday times it may be slightly longer due to higher volumes.
What is the company’s address?
Our warehouse address for shipping and returns is 3040 Shelby Industrial Dr Suite 200, Apopka, FL 32703. Please note: 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.
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.
Where are the liners made?
Currently the liners are being manufactured in China, India and Thailand. Our customer service team, design team, office staff, product inventory and shipping services are all located at our warehouse in Central Florida.
What is the difference between Maxliner and Smartliner?
Maxliner and Smartliner are the same product. In 2018 we finalized the process of rebranding from Maxliner to Smartliner.
What materials are the liners made of?
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.
Do the liners have any smells or odors?
No. Our liners are manufactured to be 100% odorless.
How thick are the liners?
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.
The item I’m looking at is grayed out, why can’t I add it to my cart?
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.
How can I clean the liners?
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.
How long will it take for my order to arrive?
Our warehouse is located in Central Florida. For addresses within the contiguous 48 states, average transit time is 1–7 business days.
Do you ship outside of the contiguous United States?
Unfortunately, we do not ship internationally and only allow shipping within the contiguous United States.
My tracking number shows delivered, but I didn’t receive it.
Please contact us within 48 hours after delivery with the best phone number to reach you so we can open an investigation with FedEx. They may ask you to check around your home, with neighbors, family members, or your apartment office. Note: We do not refund for lost packages, but a replacement will be reshipped to the same address with signature required.
My tracking number shows delivered, but I am missing part of my order.
If you purchased multiple sets, or a set of interior liners with a cargo liner, your order may have shipped as multiple packages. Check the FedEx tracking page—it will show how many pieces are in your shipment and their tracking numbers. Labels may also indicate '1 of 2', '2 of 4', etc. If you’re still unsure, contact us with your name and order number.
My shipment was received incomplete.
If you are missing a piece of your shipment, please contact us within 48 hours of delivery. We’ll file a Missing Items Request. If you purchased a bundle, check your labels to see if it was shipped in multiple boxes (e.g., '1 of 2', '2 of 2'). The second number shows how many boxes should be in your shipment.
My product was received damaged.
If your item arrived damaged, please contact us within 48 hours of delivery with pictures. We will file a claim with the carrier. While we do not issue refunds for damaged items, a replacement may be shipped pending claim outcome.
How long do I have to return my order?
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.
How can I start my return/exchange?
You may contact us by phone, email, or through the Returns Center on our website. If you ordered through Amazon or eBay, we recommend starting your return through your order history on those platforms.
Who pays for return shipping?
Return shipping is at the customer’s expense for all returns not attributed to mis-shipment. We offer discounted return labels which you can request by phone or email to our customer service team.
I ordered the wrong item, can I return/exchange it?
Yes. You may request a return or exchange up to 30 days after delivery as long as the item is in new and unused condition.
My items are not fitting correctly, what do I do?
Please email our customer service team with your order number, the part number you’re having concerns with, your vehicle’s year/make/model, and a well-lit photo of the liner fully installed. We may request additional details or photos after reviewing this information.
What is shipping protection?
Shipping protection covers against packages that are lost, damaged, or stolen in transit.
Will I receive a replacement or reimbursement if my claim is approved?
Yes. You can select to receive a replacement or be reimbursed for your purchase once your claim is approved.
What is covered under the shipping insurance policy?
Shipping protection covers items that are lost, damaged, or stolen in transit. You can read the full ShipTection Policy for details and a list of exclusions.
What are the filing time frames?
- Time to File: 90 days from the date of shipment
- Lost Shipments: Wait 20 days for Domestic, 30 days for International
- Damaged Shipments: Can be filed immediately
What documents do I need to submit?
- Online Claim Form
- Proof of Value (Sales/Purchase Invoice)
- Recipient Statement of Non-Receipt or Damage (if applicable)
- Pictures of damage, repair estimate, or salvage value
How long will it take to review my claim?
Most claims are resolved within 24 hours of submission.