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Billing Support

Welcome! We are happy to assist with all of your billing questions.

CONTENTS

Haven’t Found What You Need?

Get in touch. We’re happy to help!

Payment Topics

Need to Make a Payment?

Orders must be paid in full before they can be released!

If you started your order with a deposit and now need to pay the balance, here are your options:

  1. Credit card. You may pay over the phone (920-202-4500), or request a secure online invoice
  2. Check payment. (Note: Merchandise cannot be released until the check is received.)

To receive an account balance statement, feel free to reach out to our Billing Department using the contact form at the bottom of this page.

Payment Options

  1. OPTION 1: Full Payment:
    • Choose to pay in full by credit card or check when initiating the order.
    • Your order will ship as soon as it is ready.
  2. Partial Payment (20% Deposit):
    • Select the “Deposits and/or Checks” option on the check out page of the website. Mail your 20% deposit payment to Smoky Lake, 208 N 12th Street, Hilbert, WI 54129. Please include the order number from the website on your check.
    • We will circle back with you to collect the balance of your payment prior to shipping your order.
    • We can NOT start production on your order until we receive your deposit. If we do not receive your deposit within 30 days of placing the order, your order may be cancelled.
  3. Financing: Apply online with North Star Leasing
  4. PayPal Invoice: Unfortunately, we must add an additional 3% processing fee for PayPal payments. This is partially due to the fact that PayPal charges us much higher fees than our regular credit card processor. Also, PayPal invoices must be manually generated/processed, which is in contrast to our typical streamlined workflow.

Receipts

Order confirmation receipts are instantly emailed when an order has been placed. If you did not receive one, this means we either have a typo in your email address or perhaps our message landed in your spam folder.

You can also log in to your account on SmokyLakeMaple.com for instant access to your order history and related information.

Sales Tax Exemption

Maple Syrup Production Equipment in Wisconsin is sales tax exempt as long as we have a valid/current Sales Tax Exemption Form on file. (Sales tax exemption rules in Wisconsin are detailed in Publication 201.)

To set up a Sales Tax Exemption Account for Wisconsin on this website, please submit your exemption form using the contact form at the bottom of this page. After your account is approved, you MUST be logged into your account for the sales tax exemption to affect your future orders.

If you paid sales tax in error and would like to request a refund, you can submit your request directly to Wisconsin Department of Revenue using Form ST-12 . Smoky Lake cannot directly reimburse sales tax that has already been paid.

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!

  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. 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.

Haven’t Found What You Need?

Get in touch. We’re happy to help!

Need Help with Something Else?

Order Support

Help placing a new order.
Problems with an existing order.

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Shipping Support

Shipping status.
Parameters of Free Shipping.

Tech Support

Warranties. Repair requests. Troubleshooting help.

Reach Out to
the Support Team

Average response time
One business day

 

Also available by phone:
920-202-4500

Billing Support

Whether you have questions about a past invoice, or an existing balance, we are here to help.






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