Order Support

Welcome! We are happy to assist with your new or existing orders.

CONTENTS

Order Status

Order Issues

Cancellation & Refunds

Returns

Haven’t Found What You Need?

Get in touch. We’re happy to help!

CONTACT SUPPORT

Order Status

When Will I Have My Order?

Our Production and Lead Times Page will allow you to check order status at any time. It also provides the current lead times of all of our handcrafted equipment, and lists all of the White Glove Carrier freight route details.

For a copy of your order confirmation/receipt or to reference tracking numbers, you can also log into your account.

For more background on the timing of our handcrafted products, check out our “Why Lead Times?” article.

How Do I Place a New Order?

The FASTEST way to get yourself into the production/shipping queue, is to order on this website. Our website will automatically give you any bundling / bulk discounts that are available. We are very proud to offer you the best value in the industry, right here on this website.

An order can enter production with a minimum 20% deposit. The balance must be paid in full before delivery. See payment options for more details.

If you are a school who would like to place an order with purchase order, please build your order on the website as normal. On the check out page, simply select the “Pay by Check” option to capture the order in our system without requirement of immediate payment. In doing so, you will receive an Order Reference Number, and you will receive a copy of all pricing/payment information.

For questions about Sales Tax Exemption in Wisconsin, please see our Billing Support page.

Order Issues

Backorders

Smoky Lake strives to maintain a super fast turnaround on all in-stock products which fall within the “regular shipping” category. However, our handcrafted equipment is often made to order. It is our honor to craft this equipment just for you and we thank you for your patience.

Generally speaking, it is our standard process to complete/gather an entire order and ship it all out at the same time. This strategy has helped us reduce the potential for shipping errors and confusion. That being said, if you prefer a split shipment – to receive the available products ahead of any delayed products – please notify us using the contact form at the bottom of this page.

If you are unable to wait for a backordered product, please see our Cancellation Policy

There Is a Problem With an Order I Received

In the rare case that you encounter an issue with missing/inaccurate items in a ground shipment, please contact us within 30 days of receiving the shipment. The sooner the better. Failing to contact us within a 30-day window limits the options we can offer to resolve the issue.

If you received a damaged freight shipment, that damage MUST be noted on the carrier’s delivery slip. See Freight Orders for more details.

Please note that any damage claim will require photos of both the product and the packaging. We may request photos or video in order to best resolve other types of requests as well.

If something isn't right, please contact us at (920) 202-4500 or open a support ticket at the bottom of this page.

Cancellation & Refunds

Before You Cancel An Order

Things to Consider BEFORE Canceling:

More than once over the years, we have had a customer cancel their order, only to regret their decision a short time later. Please consider the following points BEFORE you make your final decision. If this article can prevent any unnecessary regret, then it has done its job!

YOU ARE IN A GREAT POSITION: If you already have an order in our system, that means you are currently in a much more favorable position than someone who is just placing their order today! Behind the scenes, our production is always moving right along as swiftly as can be expected and your order is always moving closer to completion. Please understand that if you cancel your order, we cannot continue reserving your place in the queue. Canceling means you will need to forfeit your position to someone else.
DISCOUNTS AND EARLY BIRD PRICING: If you had locked in lower pricing at the time of ordering, we cannot guarantee the same pricing today or in the future. See website for current pricing.
RESEARCH YOUR ALTERNATIVES: As your partner in maple, we recommend having your “Plan B” in place, BEFORE you cancel your order. Also, never sell your old equipment before having your new equipment in hand. Lead times are NOT unique to Smoky Lake. Making the sacrifice to go with an alternate manufacturer will NOT necessarily shorten your lead times.
OTHER OPTIONS: Sometimes, certain customizations can increase lead times. You may also want to give us a shout and see if there is an alternative configuration that could help speed up your order.
SHIPPING VS PICK UP: In some cases, you may be able to acquire your freight deliveries sooner if you opt pick up at our headquarters in Hilbert, Wisconsin. Our freight orders most often travel with a white glove carrier to ensure safest transport and the best experience for our customers. However, our white glove carriers sometimes experience back log too. If picking up your freight at Smoky Lake Headquarters, please contact us to schedule a pick up time.

To discuss a cancellation, please call us during business hours at (920) 202-4500 or open a support ticket at the bottom of this page. We are always happy to help you.

Below, we explain how refunds are calculated on Custom equipment vs Standard equipment.

Refunds for Standard Equipment

For standard equipment, as long as your order hasn’t made it to our shipping department, you are free to cancel or modify your order. When cancelling an order or a product, we will refund all but a nominal 5% processing fee which helps cover our non-recoverable expenses such as credit card processing fees.

Refunds for Custom Equipment

As you would expect, deposits for custom projects are nonrefundable. In some cases, the total cost that we had invested in your order may exceed your deposit payment. You will be responsible for the cost of all labor, materials and special order parts that have been incurred up to that point.

Returns

Which Products Can Be Returned?

Requirements For All Approved Returns

All returns must be pre-approved in writing by a Smoky Lake representative. Please contact us.
The product must be returned within 30 days.
The product must be in its original package and original condition.
The customer must have a receipt or proof of purchase.
The product must have been purchased directly from Smoky Lake. If you purchased from a dealer, then you must adhere to that dealer’s return policy.
Packages of tubing, fittings, and/or spouts must be UNopened.

Products That Can NOT Be Returned

Used equipment
Custom equipment
Hydrometers
(Due to fragility. See warranties for more info.)
Roof Jacks
(Due to special laser-cut parts which are made just for you according to your specifications.)
Glass Bottles
(Smoky Lake bottles are guaranteed to be brand new, and food grade. You will never find returned bottles on our sales floor.)
Open packages of Tubing, Fittings, and/or Spouts
(Due to our high standards in sanitation.)

How Are Refunds Calculated?

Smoky Lake will deduct unrecoverable expenses from your refund. This will include the shipping cost and 5% for admin/credit card processing fees.

How Do I Make A Return?

You must contact us and get your return approved before sending it back to us. Please also include an explanation for the return inside the package.

Unless otherwise specified, ship your return to our headquarters:
Smoky Lake Maple Products, LLC
208 N 12th Street, Hilbert, WI 54129

Smoky Lake Maple Products, LLC can not be responsible for any damage that occurs in a return shipment. In this scenario, the customer must work directly with the shipping company to file any shipping insurance claim and recover their cost. It is recommended to insure your return package for this reason.