Frequently asked questions
Where is SMAX Active headquartered?
SMAX Active Company Limited is a registered Thai company. We design in Thailand and produce more than 75% of garments in Thailand. We serve the Thai market nationwide and dispatch orders from Bangkok. We hope to make SMAX available to other markets soon. International customers can make enquiries at: firstname.lastname@example.org.
When can I expect to receive my SMAX gear?
SMAX uses leading e-commerce fulfilment services, and delivery is free nationwide in Thailand for orders more than 1,500 baht. Orders to Bangkok will arrive in 1-2 working days after the order is confirmed. Orders to all other provinces will arrive in 3-5 working days after the order is confirmed.
How can I track my order?
We will email your order confirmation and tracking code. Orders will arrive in 1-2 workings days (Bangkok) and 3-5 working days (other provinces). Note that Covid pandemic conditions may impact delivery times. If you do not receive your order after 5 days, you can email your tracking code in the subject line to email@example.com and we will update you within 24 hours.
Can I pay with cash on delivery?
No, we only accept online orders and payment.
Can I cancel or change my order?
We start processing orders as soon as they are confirmed and for this reason, we do not accept cancellations or changes. We remind this clearly before order confirmation and payment. Please only proceed to confirm and pay if you are satisfied with your order.
Can I return my order?
Due to the nature of the underwear products in our first collections and our concerns for sustainability, we do not currently accept returns. Please only proceed to confirm and pay if you are satisfied with your order.
What if I received the wrong goods?
We want you to be completely satisfied and we strive for perfection, but if we ever get it wrong you can email “Order Fix” in the subject line to firstname.lastname@example.org and we will rectify as fast as possible.
What if my delivery is damaged?
SMAX apparel is strictly quality checked before dispatch, including the integrity of the packaging. If you are delivered a package that appears punctured or damaged during delivery, you should not accept the delivery and ask it be returned. If for any reason this was not possible, DO NOT OPEN the delivery package. Capture a photo and email it with “Order Fix” in the subject to email@example.com. We will contact you to expedite a solution.
Where can I find product size information?
SMAX gear generally caters 8-14 year olds and comes in three easy sizes: S, M and X. We provide a size guide in centimetres which allows for typical stretch and comfort parameters. You can find the size guide at https://www.smaxactive.com/sizechart
How do I take care of my SMAX gear?
We understand the practical demands of caring for your family. Everything about your SMAX gear is designed to be easy-care, and to wear well if fitted to the size guide. This includes the fabric blends we use, the cut and stitching and features like tagless labels.
Your SMAX gear will always appreciate gentle cycles or hand-washing, but it’s built to endure normal washing and care cycles with these important guidelines:
See the care instructions that are provided on the garment
Do not use unsafe bleach and only use clothing detergents according to their instructions
Wash SMAX garments with like colours
To extend product life, choose a gentle wash cycle or wash cycle for delicate items
To extend product life, air dry your SMAX away from direct sunlight and avoid tumble drying
Only use a cool or medium heat iron. Do not use a hot iron on your SMAX.