Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at info@simmotion.com.

Issues with Orders

While it's rare, defects or incorrect shipments can happen—and we're here to help.
Step 1: Contact Us
Please email us within 14 days of receiving your order. Include:
  • Your order number
  • Clear photos showing the defect
  • A brief description of the issue
We’ll review your case to determine if the item is eligible for return, replacement, or repair.
 
Return Shipping Policy
  • Within 14 days: We cover Standard/Ground return shipping for defective or incorrect items.
  • After 14 days: Return shipping is the customer’s responsibility.
  • If you choose expedited return shipping, you will be responsible for the cost difference.
Important: All returns require prior authorization. Do not send anything back until you have received a Return Merchandise Authorization (RMA) number from us. Unauthorized returns may be refused.
 
Inspection & Resolution
Once we receive your item:
  • It will be inspected and tested.
  • If a defect is confirmed, we will offer a repair, replacement, or refund.
  • If no defect is found, the customer will be responsible for return shipping and any applicable labor fees.
Damaged During Shipping If your package arrives visibly damaged:
  • Refuse the shipment if possible.
  • If you accept it, report the damage within 48 hours to us by email, including clear photos of the packaging and the item.
  • Do not discard the packaging materials, as we may need them to process an insurance claim.
  • Claims filed after 48 hours or without proper documentation may not be eligible for a refund or replacement.

Orders & Preorders

If you placed a preorder and would like an update, please email us with your order number and the item(s) you preordered.
 
We’ll provide you with the most current estimated shipping date. Preorder timelines can shift due to manufacturing or logistics delays, but we always aim to keep you updated as we receive new information.
 
Already shipped?
Once your preorder ships, you’ll automatically receive an email with tracking details.
If your order has not shipped yet, email us with:
  • Your full name
  • Your order number
  • A clear description of what you’d like to add or remove
If your order hasn’t been shipped, we’ll do our best to update it. If there’s a price difference, we’ll send you an updated invoice to pay before the order ships.
 
If an order is shipped, we won't be able to make any changes to your order and you would need to place a new order.
Orders are processed in the order they are received, unless you selected expedited shipping.
 
Processing Time: 1–5 business days Once your order ships, you will receive a confirmation email with tracking information so you can follow your package in real time.
 
Preorders: If you preordered an item and would like an estimated shipping date, please email us with your order number for an update.

Payments & Discounts

We accept the following payment methods:

  • VISA

  • MasterCard

  • American Express

  • Discover

  • PayPal

  • PayPal Express

  • Affirm (if available in your region)

  • Prepayment by bank transfer

  • Credit card

Please note:

  • Available payment methods may vary depending on your region.

  • We do not accept cash on delivery.

  • If you choose to pay by credit card, your card will be charged upon completion of the order.

Yes! We offer bundle options exclusively through our Bundle Builder on our website. When you bundle two or more items, you can save up to 5% on your order.

Please note:

  • The Bundle Builder is only available on our website—it is not yet available through the Shop app.

  • Discounts are automatically applied during the bundle process when eligible items are selected.

It’s a great way to save money when purchasing multiple products. Visit our Bundle Builder to customize your setup and get the best value.

Returns & Refunds

If you canceled your order, refunds are typically processed within 5–7 business days by your credit card provider after cancellation is confirmed.

If you returned an item for a refund, we will initiate the refund immediately after inspecting and approving the return. Once processed on our end, your credit card provider may take an additional 5–7 business days for the funds to appear in your account.

Processing times may vary slightly depending on your bank or payment provider.

What is the return policy?
We accept returns within 14 days of delivery, provided your item meets the following conditions:
Return Eligibility:
  • Item must be unused, undamaged, and in resalable condition (no markings, labels, or tape on the product box)
  • Must include original packaging and all accessories
  • Opened items may be returned only if unused and in perfect condition
  • All returns require prior authorization — please email us to receive a Return Merchandise Authorization (RMA) number. Unauthorized returns may be refused.
Restocking Fee: A restocking fee of $10 or 15% of the item price (whichever is greater) will be applied to all returns. This covers inspection, handling, and processing.
Return Shipping & Refund Details:
  • Customers are responsible for return shipping unless the item is defective.
  • Shipping fees are non-refundable (including orders that qualified for free shipping).
  • If your order received free shipping, the original shipping cost will be deducted from your refund.
  • Items must be packed in an outer shipping box—do not place labels or tape directly on the product box.
Return to Sender / Refused Shipments: If a package is returned due to:
  • An incorrect address provided
  • Delivery refusal
  • Failure to accept the package
  • Or a customer-initiated return-to-sender request
The following fees will be deducted from your refund:
  • Original outbound shipping cost
  • UPS return-to-sender processing fee: $21
  • Sim-Motion processing/restocking fee: $25
If you'd like the package reshipped, you will be responsible for new shipping charges.
Please make sure your shipping information is accurate at checkout to avoid these charges.
If Your Return Does Not Qualify: If the returned item does not meet our return requirements, you may request that we ship it back to you at your expense. If we do not receive a response within 7 days, the item will be discarded.